Non-Compliance Fees Schedule : Groupon Goods Marketplace

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 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.
Requesting Customer Personal Details	Merchant 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 Delivery	Customer has not received order by merchant-promised delivery date.	N/A	90% of MC (as defined below)

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

Metric	Description	Score	Goal
Overall Performance	Overall Scorecard Health		100%
Tracking Uploaded On-Time Rate	The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.		>98%
Tracking Movement On-Time Rate	The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.		>97%
Cycle Time	Average time elapsed between the date an order is placed, and the date that order is marked delivered.	Days	<6 Days
Customer to Merchant On-Time Response Rate	The rate at which tickets and messages created by customers receive a response within 1 business day.		>95%
Cancellation Rate	The rate at which orders placed are then cancelled by the merchant prior to tracking upload.		<0.5%
Return Rate	The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.		<0.5%
Customer to Groupon Contact Rate	The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.		<1.4%
Customer to Merchant Contact Rate	The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.		<3.6%
Customer Satisfaction Score	The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.		>70%

Non-Compliance Fees Schedule

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