Last updated 3/21/2022
Non-Compliance Reason | Description | Performance Trigger
(using a rolling 30 day performance) | Non-Compliance Fee
(charged for all instances of non-compliance if the applicable Performance Trigger is met) |
Late Tracking Upload | Shipment Tracking Information received past ship due date | < 98.00% of units receive tracking on time | 10% of MC (as defined below) for first day late + additional 1% of MC for each additional day late thereafter unless and until either Shipment Tracking Information is received or the order is cancelled |
Late Drop Ship - Late Movement | Ship confirmation received after Expected Tracking Movement Date | < 95.00% of tracking numbers move on time | 10% of MC for the first day late + 1% of MC for each additional day late thereafter unless and until either ship confirmation is received or the order is cancelled |
Merchant Order Cancellation | Pre-fulfillment refund that the customer did not request | >0.50% units are cancelled | $5/unit |
Merchant Order Return | Post-fulfillment refund that the customer did not initiate or the refund was executed using one of the following reason types: wrong item received; defective product received; damaged in transit; or dead tracking. | >0.50% units are returned | $5/unit |
Wrong Tracking Number Needing Correction or Invalid Tracking | Merchant loads incorrect shipment tracking information which needs to be corrected by Groupon agent - or - shipment tracking information shows delivered to incorrect address or shipped before order placed | N/A | $5/order |
Customer to Merchant Ticket Escalation | Customer service ticket is not responded to within 1 business day | N/A | $5/order |
Negative Customer Satisfaction Response | Customer contact tickets to the merchant that result in negative Customer Satisfaction survey response | < 50% on 5 or more survey responses | $5/negative CSAT |
Product Delivered Late | Customer received item 4+ days later than Expected Delivered Date. | < 85.00% of orders are delivered within Expected Delivered Date | $0.50/order |
| Non-Compliance with Groupon’s Anti-Misrepresentation and Anti-Manipulation Policy | Any failure of a merchant to comply with Groupon’s Anti-Misrepresentation and Anti-Manipulation Policy. Examples of merchant non-compliance include, but are not limited to, a merchant intentionally categorizing a product wrongly or leaving a rating/review for its own products. | N/A | $500/instance of non-compliance |
| Excessive Chargebacks | An additional chargeback fee or a higher chargeback rate may be applied in instances where a merchant has continued excessive chargebacks, such as 10+ day Cycle Time for two consecutive months. | Varies | Rate of all NCCR fees will be increased or an additional fee will be applied until the account has made necessary improvements. |
| Late Holiday Delivery | Customer has not received the item by 12/24 and Deal copy states 'Orders will be delivered by December 24th'. | N/A | 90% of MC (as defined below) |
**For purposes of this Agreement, “MC” means Sales Proceeds less Commission Fees.**
