The Merchant Scorecard is an overall measure of the health and performance of your account on the Groupon Marketplace. Your performance as measured in these scorecards correlates directly with account suspensions and more.
All active Goods Marketplace merchants on the Gateway platform should receive an e-mail containing their Merchant Scorecard weekly. This e-mail will be delivered to the primary e-mail address associated with their account, and contain a full breakdown of your current standing. Your scorecard can also be viewed online at any time using the steps outlined in our support article Viewing Your Merchant Scorecard.
Scorecard Metrics Breakdown
Your scores will be reflective of your performance over the previous 30 days. This means it will take 30 days for any order or ticket to "roll off" your Merchant Scorecard, and your metrics will continue to be impacted by any orders failing to meet our performance goals until this period has elapsed. These performance goals are outlined below.
Metric | Definition | Goal | Best Practices |
| Overall Performance | Overall Scorecard Health | 100% | |
| Tracking Uploaded On-Time Rate | The rate at which units receive a tracking number upload from the merchant within the order due on date. | >98% | Tracking information will not process unless you are using a supported shipping carrier, and inputting the proper Carrier Code. |
| Tracking Movement On-Time Rate | The rate at which units tracking number shows movement of the applicable shipment within one (1) Business Day after tracking has been uploaded. | >97% | It’s important to your customers that their orders are handled with urgency and transparency. |
| Invalid Tracking Rate | The rate at which units are given tracking numbers that show movement before the order is placed, arrive at the incorrect destination, or use a carrier that Groupon does not support. | 0% | Accurate and valid tracking is super important to our customers and |
| Cycle Time | Average time elapsed between the date units of an order are placed, and the date that order is marked delivered. | <6 Days | If your orders are arriving late, then consider changing carriers, utilize a different fulfillment center, or ship orders at a higher priority level. |
| Customer to Merchant On-Time Response Rate | The rate at which tickets and messages created by customers receive a response within 1 business day. | >95% | You must respond to all customer contacts within 1 business day. Check your tickets DAILY! |
| Cancellation Rate | The rate at which order units placed are then cancelled by the merchant prior to tracking upload. | <0.5% | If you are issuing cancellations due to stock shortages, maintain your inventory to avoid negatively impacting your metrics. If this is a repeated issue, start inputting more conservative estimates for product quantity. |
| Return Rate | The rate at which successfully placed order units are returned/refunded after tracking has been uploaded. | <0.5% | Your customers should always know exactly what they’re purchasing. Your listings must provide detailed, accurate descriptions. Include references such as model numbers and measurement-based sizing charts when applicable. |
| Customer to Groupon Contact Rate | The rate at which orders received by the merchant result in customers contacting Groupon Customer Service. | <1.40% | For customers, the best transactions are simple and painless. Reduce the need for questions by providing as much information up-front as possible. |
| Customer to Merchant Contact Rate | The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly. | <3.60% | For customers, the best transactions are simple and painless. Reduce the need for questions by providing as much information up-front as possible. |
| Customer Satisfaction Score | The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”. | >70% | Customer tickets should only be marked “Solved” once your customer’s issue has been fully addressed and all possible steps have been exhausted. |
| Cycle Time Success Rate | The rate of units delivered within 6 calendar days from the time an order is placed. | >=85% | If your orders are arriving late, then consider changing carriers, utilize a different fulfillment center, or ship orders at a higher priority level. |
Related Support Articles
Viewing Your Merchant Scorecard
