Accidental Damage Protection Warranties

Accidental Damage Protection

Some merchants may notice that after creating a deal in Gateway, the deal page for their product lists an option for customers to purchase an “Accidental Damage Protection” plan with their order.

If you’re surprised upon seeing this, there’s no reason to worry! This warranty is not being attributed to you, and there is no action needed on the merchant end. These optional “replacement plans” are being furnished by a third-party contracted by Groupon.

If a customer purchases one of these plans, the cost of the plan will be paid to the supplier of the warranty. Likewise, if the customer needs to fulfill their warranty plan down the line due to accidental damage, it will be the obligation of the third-party supplying the warranty to refund the customer in full. Merchants will never be asked to refund a customer beyond the time outlined on your product's return policy.

A customer has contacted me about their warranty.

If a customer contacts you about a warranty attached to a purchase they made from you, please escalate their ticket onto Groupon Customer Service. It is not your obligation to perform any tasks related to this warranty. Politely inform the customer that the warranty is handled by a third party, then select “Escalate” for your ticket response.

How much does this cost me?

Nothing! You will be paid the usual total for your product. All transactions related to the warranty will not factor into your revenue or expenses.

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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%

Accidental Damage Protection Warranties

's Scorecard