What are the Rating and Reviews policies?

The goal of the Goods Marketplace rating policy is to create a positive customer experience. We ensure that the ratings and reviews are from verified Groupon customers and only impact your particular product.

Here's a grading scale below:

Marketplace Ratings Grading scale

5 star : Best
4 star : Great
3 star: Good
2 star: Bad
1 star: Poor

Groupon policies are subject to change and we reserve the right to pull a listing at any time in our sole discretion.

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Metric	Description	Score	Goal
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 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%
Cycle Time	Average time elapsed between the date an order is placed, and the date that order is marked delivered.	Days	≤6 Days
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%
Cancellation Rate	The rate at which orders placed are then cancelled by the merchant prior to tracking upload.		≤1.91%
Return Rate	The rate at which successfully placed orders are returned/refunded.		≤2.69%
Customer to Groupon Contact Rate	The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.		≤1.4%
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.		≤3.6%
Customer Satisfaction Score	The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.		≥70%

Metric

Description

Score

Goal

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 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%

Cycle Time

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

Days

≤6 Days

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%

Cancellation Rate

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

≤1.91%

Return Rate

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

≤2.69%

Customer to Groupon Contact Rate

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

≤1.4%

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.

≤3.6%

Customer Satisfaction Score

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

≥70%

What are the Rating and Reviews policies?

's Scorecard