Metric

Definition

Goal

Best Practices

Overall Scorecard Health

The rate at which units receive a tracking number upload from the merchant within the order due on date.

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.

The rate at which units tracking number shows movement of the applicable shipment within one (1) Business Day after tracking has been uploaded.

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.

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.

Average time elapsed between the date units of an order are placed, and the date that order is marked delivered.

If your orders are arriving late, then consider changing carriers, utilize a different fulfillment center, or ship orders at a higher priority level.

The rate at which tickets and messages created by customers receive a response within 1 business day.

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.

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

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.

The rate at which successfully placed order units are returned/refunded after tracking has been uploaded.

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.

The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.

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.

The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.

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.

The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.

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.