3P Warehouse Holiday Closues : Groupon Goods Marketplace

3P Warehouse/Holiday Closures

It is a merchant's responsibility to manage their listings to take warehouse/holiday closures (that have not been approved for exception) into consideration and mitigate negative impacts to fulfillment and customer service.

If the below best practices are not implemented, any issues/delays in fulfillment or customer service will be reflected in your Merchant Performance Scorecard and can result in Non-compliance fees.

Groupon acknowledges the below holidays as non-shipping days. These dates will be automatically accounted for in fulfillment and customer ticket response SLAs.

New Year's Day, Jan 02, 2023
Memorial Day, May 29, 2023
Independence Day, Jul 04, 2023
Labor Day, Sep 04, 2023
Thanksgiving Day, Nov 23, 2023
Christmas Day, Dec 25, 2023
New Year's Day, Jan 01, 2024

If any of your closures are not in the above list or approved for an exception and will impact fulfillment or customer service, you may incur non-compliance fees. These fees may be partially mitigated if the follow actions are taken:

Zero out inventory in Gateway prior to your closure. For details on managing inventory in Gateway, see this support article.
All pending orders must be shipped with tracking uploaded prior to your closure.
Regardless of any closures, all customer tickets must be responded to within the standard 24hr SLA. This is to ensure your customers' issues are addressed and resolved in a timely manner. For details on replying to customer tickets, see this support article.

If you have any other questions or concerns, please check the Marketplace Success Portal for helpful articles and FAQs.

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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%

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%

3P Warehouse/Holiday Closures

's Scorecard