If your merchant account has been suspended, there are generally two possible explanations: sales threshold suspensions and scorecard strike suspensions.
Below, we’ve provided information that will help you identify the reason for your suspension, and what course of action can be taken to restore activity to your account.
Sales Threshold Suspensions
If a merchant reaches their respective sales threshold in a 30 day cycle, their account activity will be suspended temporarily. This is a core element of our Merchant Graduation program.
During this suspension, merchants will be unable to receive new orders or have new products reviewed. Until activity is restored, the expectation is for all merchants to ship all open orders and ensure all customer tickets are answered within 24 hours.
Expedite a Sales Threshold Suspension
The performance review process generally takes 30 days to complete. However, merchants can expedite the review process by fulfilling the following requirements, then sustaining them for 4 consecutive days. Once these requirements have been met and sustained for 4 to 8 CONSECUTIVE DAYS, activity will be restored to your account.
all orders have been marked "Delivered" (not "Shipped")
all customer tickets have been marked resolved
Scorecard Strike Suspensions
Appeal a Scorecard Strike Suspension
Scorecard Strike suspensions generally last 30 days, but you may be eligible to expedite the length of your suspension by submitting a plan for improved performance. To apply for suspension reinstatement, please use the form linked below.
Do NOT submit multiple applications for one suspension. Appeals may take up to 7 business days to process.
Our team will contact you using the information you've provided to inform you of your appeal status. Groupon Goods Marketplace reserves the right to deny or approve any application for account reinstatement.