Happy holiday shopping season! The Goods Marketplace team has compiled some quick tips to address merchants’ frequently asked questions about Gateway, and help you get the most out of this exciting period. 


Please review this guide closely, as the information may be new to you. Subjects covered include Escalated Customer TicketsHoliday Merchant GraduationInventory Management, and Paused Products.


Handling your Customer Tickets
4 Essential Tips for Customer Ticketing On Gateway

  1. Whenever your customer sends you a message, you must provide a response within 24 hours. This includes new tickets AND existing unresolved tickets.

  2. Failure to respond within this 24 hour timeframe will result in your ticket being "escalated" to Customer Service. When tickets are escalated, the result is often a refund being issued to the customer!

  3. Understand the different types of ticket status and ticket reply options, and use them to your advantage. Review this related support article: "Replying to Customer Tickets"

  4. Be sure you have "notify@r.groupon.com" whitelisted on the email client associated with your merchant account, so you don’t miss any notifications.

Escalated Tickets

When a ticket does not receive a response within 24 hours, it is automatically escalated to Customer Service, who will attempt to assist the customer in your absence. 

Merchants can still add new replies to “Escalated” tickets, but must search “Escalated” In the Filters field to find them.

Click here for a video walkthrough of how to find your Escalated tickets in Gateway.

Tickets escalated due to an unresponsive merchant often result in refunds, so make sure you check for "Escalated" tickets at least once a day, also!

Merchant Graduation during Holiday Period

If you weren’t already aware, we have implemented significant increases to the sales thresholds that trigger automatic graduation reviews, with respect to both Units and GB.

These new sales limits are outlined in the table above. This means our high-performing merchants can now sell twice as much before being temporarily suspended for evaluation!

Suspended for Graduation Review?

During the holiday period, we will work with our top-performing merchants to reduce interruptions to your selling experience.

If you’re suspended for Graduation Review, and the following criteria are satisfied…

  • most recent Merchant Scorecard has a total score of 0.90 or higher

  • have replied to ALL customer tickets

  ...you may be eligible for early account restoration. Open a new merchant support ticket with the subject line "RE: Holiday Period - Graduation Appeal".

In your new support ticket,  include a screenshot of your most recent scorecard. If all information checks out, a Merchant Success agent may restore activity ahead of schedule.

Managing Product Inventory

Each product in your inventory is assigned a Merchant Available QTY, a Groupon Available QTY, and a Sold QTY

Please read the brief support article “Maintaining Your Product Inventory” so you can educate yourself on this system and avoid issues during holiday period.

This article also explains how to work around a commonly reported issue that has prevented merchants from setting product’s quantity to “0”.

Tracking Information

Meeting Deadlines for Order Tracking

On-time Tracking Upload

(2 business days after order is placed)


Do NOT upload a tracking number for your order until the package has been received by your carrier. Early/invalid tracking uploads will negatively impact your performance metrics. 

On-time Tracking Movement

(3 business days after order is placed)


Before your order can be processed for payment, your uploaded tracking information must show systemic MOVEMENT. Merchants are NOT paid simply for uploading an order’s tracking information.


Are you using the correct Carrier Codes?

Currently, the most common cause for broken tracking is inaccurate Carrier Codes.


Updating Tracking Information

If you need to change the tracking number on an existing order, you will need to complete a Tracking Update template, then create a ticket on our Support Portal.

These steps are all outlined in the new support article “Updating Tracking Information”.

Paused Deal Listings

Are your listings being “Paused”? 

If you find that any of your listings are being "Paused" by our system during the holiday period, this indicates your fulfillment metrics associated with those products is not at a satisfactory level. 

Consider these pausings a courtesy warning about the need for improved performance, and closely review your individual Deal Scorecards in addition to your overall Merchant Scorecards.

If this deal’s performance for On-time Tracking Uploads, On-time Movement, On-time Delivery, Return Rate, Cancellation Rate, etc., fails to improve, it may be shut down entirely. 

How do I unpause a Paused listing? 

These “Paused” listings can be “Unpaused” by the merchant at any time. These steps are found in the following support article, "Pausing/Unpausing Deals in Gateway".