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, Merchant Graduation 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

>80%

Tracking Uploaded On-Time Rate

The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.

>93%

Tracking information will not process unless you are using a supported shipping carrier, and inputting the proper Carrier Code.
Consult our Order Fulfillment Guide for an overview of CommerceInterface.

Tracking Movement On-Time Rate

The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.

>92%

It’s important to your customers that their orders are handled with urgency and transparency.
If your carrier is consistently causing delayed shipments or failing to properly update tracking information, reach out to them for a solution or switch to a more reliable carrier.

Invalid Tracking Rate

The rate at which orders 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.

<5%

Cycle Time

Average time elapsed between the date an order is 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!
Learn about Ticket Reply Types to manage your customer tickets more effectively.
Consult our Customer Ticketing Guide for an overview of handling customer tickets.

Cancellation Rate

The rate at which orders placed are then cancelled by the merchant prior to tracking upload.

<1.91%

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.
This metric excludes orders cancelled by Groupon due to Customer Fraud, or cancellations initiated by customers within 48 hours of placing an order.

Return Rate

The rate at which successfully placed orders are returned/refunded.

<2.69%

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.
Run routine quality control checks on your inventory. Improve packaging if items are being damaged in transit.

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.
Your listings should include thorough product details, quality images, instructions for handling/assembly, etc.

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.
Your listings should include thorough product details, quality images, instructions for handling/assembly, etc.

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.
See Acceptable vs. Unacceptable replies to Customer Tickets to ensure your communications with customers meet our standards for merchants.




Related Support Articles

Viewing Your Merchant Scorecard

How Scorecard Impacts Graduation

Understanding Merchant Graduation