Last updated 8/17/2022

Please note that all NCCR disputes must be submitted within 60 days from either our initial payment to you 

or your first knowledge of the claim, whichever is earlier.

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 PolicyAny 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 ChargebacksAn 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.VariesRate of all NCCR fees will be increased or an additional fee will be applied  until the account has made necessary improvements.
Requesting Customer Personal DetailsMerchant requesting customer personal details, including but not limited to, requesting via ticket a customer's phone number, email address or online payment service information (such as Paypal or Venmo).N/A$50 for first instance; $100 per instance thereafter
Late Holiday DeliveryCustomer has not received the item by 12/24 and Deal copy states 'Orders will be delivered by December 24th'.N/A90% of MC (as defined below)

**For purposes of this Agreement, “MC” means Sales Proceeds less Commission Fees.**