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Merchant Central Marketplace on Gateway Customer Care Support

Customer Tickets on Goods Marketplace - Support Video


  • Video: Customer Service Ticketing
  • Presentation: Gateway Difference for Marketplace
  • Attachments









The presentation attachment below will walk you through other key differences between Flash and Marketplace accounts.


pptx
Merchant Gui...
(1.85 MB)
pdf
Merchant Gui...
(1.25 MB)

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's Scorecard


Metrics are update by 10AM CST on weekdays

  • 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%
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