Providing a Return Label

If you reach an agreement with your customer to have an order returned, you may not ask the customer to ship the product back at their own cost. Per Goods Marketplace policy, it is your obligation to provide them with a return label.

Attaching a Return Label

Return labels can be provided via the Customer Ticketing interface within Gateway.

Navigate to the corresponding customer ticket for the order being returned, then click the “Attachments” tab next to “Messages” to use the Ticketing Portal’s attachment tool.

Tip:	You will not be able to select “Upload” on your attachment without also typing out an accompanying response in the text field. If you are still experiencing issues sending your reply, attempt writing your message out manually rather than copying-and-pasting.

At this time, that message accompanying an attachment will not update that ticket’s status and so it may become escalated to Groupon Customer Service resulting in a non-compliance fee for having a Customer to Merchant Ticket Escalation. To avoid this, please be sure to send a standard message using the status update buttons following any attachment message where the ticket’s status should be updated.

Order Refunds/Returns Guidelines

You must honor the return policy listed on your deal page. It’s important to note that a FINAL SALE policy does not apply to products that are broken or defective.
You may not ask the customer to ship a product back at their own cost. Per Goods Marketplace policy, it is your obligation to provide the customer with a return label.
If you choose to offer a return/refund on an order, financial reimbursement must be executed using CommerceInterface. However, keep in mind that taking action on CI will not automatically close your ticket on Gateway. Likewise, providing a your customer a return label will not automatically refund your order.

For instructions on issuing a refund in CommerceInterface, see Issuing Refunds

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Metric	Description	Score	Goal
Overall Performance	Overall Scorecard Health		100%
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.		>98%
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.		>97%
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.		<0.5%
Return Rate	The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.		<0.5%
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

100%

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.

>98%

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.

>97%

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.

<0.5%

Return Rate

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

<0.5%

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%

Providing a Return Label

's Scorecard