Upcoming Changes Merchant Scorecard!


The "performance score" or scorecard overall score is measured based on how far a merchants metrics are from their associated goal, meaning that the further an account is from achieving a performance metric the more it will impact their overall score. We've found this has caused some complications especially when the metrics aren't measuring the same volume. Without getting too lost in the details the current performance score leaves room for the overall performance score to be more accurate to the impact of a merchants performance on customer experience.

Starting 2/17 your account's overall performance score will be based on the rate at which orders are free from defects with a defect being some performance measure being missed on the order. For example if a merchant has 100 orders in the last 30 days consider the following scenarios:

  1. If 5 orders have tracking uploaded late then the maximum overall score for a merchant's performance  would be 95% because 5 of 100 orders had something wrong with them.
  2. If 5 orders have tracking uploaded late and 5 other different orders show movement then the maximum overall score for a merchant's performance  would be 90% because 10 of 100 orders had something wrong with them.
  3. If 5 orders have tracking uploaded late, 2 of those with late tracking upload are also late in movement, and 3 more orders show late movement then the maximum overall score for a merchant's performance  would be 92% because 8 of 100 orders had something wrong with them (even though 2 of the 8 orders had multiple things wrong with them each order only affects the overall score once).

The metrics being measured will still be the same and the goals for each metric will remain as they are currently to serve as an indicator of where we expect merchants performance level to be.