Groupon Customer Support

Need Customer Support?

Are you a customer looking for help with a purchase you made on Groupon Goods Marketplace? If so, it seems you’ve ended up on the Merchant Support portal by mistake. Unfortunately, the resources found on this portal won’t be very helpful in answering your questions as a customer.

The good news is, Groupon has awesome Customer Support resources designed specifically to assist you. We're happy to point you in the right direction!

(if you're a merchant, click here to navigate to our Merchant Support library)

Groupon Customer Support Page

https://www.groupon.com/customer_support

If you're having issues with an existing order, want to track your package, manage your customer account, or contact a merchant directly, we recommend you visit the Groupon Customer Support page.

Groupon Customer FAQ Page

https://www.groupon.com/faq

If you have remaining questions, you may find the answer you're looking for on the Groupon Customer FAQ page. Here, you can find information on return policies, warranties, shipment tracking, payment methods and more.

Groupon Goods Marketplace Merchant?

If you are a merchant on Groupon Goods Marketplace, please navigate back to our merchant support resources, tailored for your experience! Click here to return to our library of support articles in the Merchant Success Portal.

Did you find it helpful? Yes No

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%

Groupon Customer Support

's Scorecard