The Non-Compliance Fee Schedule outlines the expected performance thresholds (rolling 30-calendar days) and the resulting compliance fees to be applied if said thresholds are not met.
The key SLA Policies that define your performance can be reviewed here.
Below are examples of how to understand your charge using the information present in the NCCR file.
NCCR Reason Code:
Late Drop Ship – Late Upload
Review 'due on date' column - this is the date tracking was due to be uploaded according to your account shipping SLA. Review 'tracking received date' -this is the date tracking was uploaded to Commerce Interface. When tracking is received 1+ business day after the assigned due on date AND your rolling 30-day On Time Tracking Upload Rate is below 98%, NCCR fees will be applied.
If you are regularly missing your contract shipping SLA and at risk of falling or are below the 98% threshold for On Time Tracking Upload, we recommend taking the below actions:
Review current operations to better optimize pick and pack flow.
Fulfill by a first in, first out method so oldest orders are prioritized.
Automate order information flow via API or FTP.
Lower available inventory to sell on the site to manage order volume to better align with shipping capacity. Here is an article on managing inventory in Gateway.
Late Drop Ship – Late Movement
Review 'tracking received date' column - this is the date tracking was uploaded to Commerce Interface. Review 'shipped on date' - this is the date the first in transit scan was received from the carrier. When the first scan is received 3+ business days after the tracking received date AND your On Time Tracking Movement Rate is below 97%, NCCR fees will be applied.
If you or your carrier(s) of choice are regularly missing your contract shipping SLA and at risk of falling or are below the 97% threshold for On Time Tracking Movement, we recommend taking the below actions:
Ensure tracking is only uploaded the same day the carrier picks up
Provide examples of delayed scans to your local carrier rep to investigate the source of these delays and steps to avoid these issues in the future.
Utilize multiple carriers to spread out shipments and prevent delays in processing during spikes in order volume.
Cancellations & Refunds
‘Product Never Shipped’ & ‘Product Never Shipped - Dead Tracking’ - an order was cancelled/refunded prior to ship confirmation AND your rolling 30-day cancellation/refund rate is above 0.50%.
'Product received - but wrong item shipped', 'missing_quantity_or_empty_package', 'Product received - but damaged in transit', & 'Product received - outside shipping window' - an order is refunded due to error in fulfillment AND your rolling refund rate is above 0.50%
If your refund/cancellation rates are at risk or above the 0.50% threshold, we recommend taking the below actions:
Increase the frequency of inventory updates in Gateway to prevent discrepancies resulting in order cancellations
It’s also best practice to include an inventory buffer into what you load to Groupon to account for any issues
Here is an article on how to manage your inventory in Gateway.
Merchants are responsible for addressing and resolving customer issues related to fulfillment errors. See all our Customer Support articles on how best to resolve customer issues and avoid cancellations/refunds.
Customer to Merchant Ticket Escalation
All customer tickets must receive a response within 1 business day of being submitted by a customer to ensure any pending issues are addressed and resolved as soon as possible. Any ticket that does not receive a response within this timeframe is automatically escalated to Groupon CS to handle. ALL ticket escalations will have NCCR fees applied.
We recommend taking the below actions to provide the best customer experience possible and avoid NCCR fees:
Replying to customer tickets - when addressing customer tickets, make sure you are updating the ticket status appropriately.
See all our Customer Support articles on how best to resolve customer issues.
Negative Customer Satisfaction Response
It is important to remember that in a Marketplace, these are your customers. Your prompt, professional, and satisfactory handling of customer tickets will increase the likelihood of customers returning to purchase from your deals again. After tickets have been resolved, customers have the opportunity to leave a ‘Good/Bad’ rating on the service received. When customer contact tickets to the merchant result in negative Customer Satisfaction survey response AND your rolling 30-day Customer Satisfaction score is below 50% (on 5+ responses), NCCR fees will be applied.
See all our Customer Support articles on how best to provide a positive customer experience.
Product Delivered Late
In a competitive online environment, it is critical customers receive their orders in a timely manner. As stated in section 1.8 of the Marketplace Merchant Agreement, an order is to be delivered within 6 calendar days of order placement (unless otherwise defined in your contract). When an order is delivered 10+ days after order placement AND your rolling 30-day average order to delivery for 15% or more of orders is 10+ days, NCCR fees will be applied.