Merchant Standards for
Communication plays a vital role in customer experience. When responding to customer tickets, you are directly representing your business, as well as Goods Marketplace as a whole. We hold our merchants to a high standard when communicating with their customers.
Acceptable vs. Unacceptable Responses
Merchants unable to consistently meet Groupon Goods Marketplace’s standards for acceptable responses may have their account activity suspended, or even disabled entirely.
Acceptable Merchant Response
Unacceptable Merchant Response
Written clearly, using full sentences and correct spelling/grammar
Polite, kind and sympathetic
Properly honors listed return policies
Supplies a shipping label for returns
Provides specific, relevant evidence (screenshots, order tracking link, related quotations from product listing, etc.)
Ensures all customer questions are answered before marking ticket as “Resolved”
Requests customer ship item back without providing a return label
Difficult to understand, poor spelling/grammar
Impolite, using foul language
Fails to honor listed return policies (FINAL SALE does not apply to BROKEN/DEFECTIVE products!)
Fails to provide evidence for arguments regarding fulfillment, product expectations, etc.
Marks ticket “Resolved” without properly solving issue