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

< 97.00% 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