We’re so glad to have you join us on Groupon Goods Marketplace. Below, you’ll find essential information about required procedures and performance standards for Goods Marketplace merchants. You’ll also find some useful support resources to help you get started as a new merchant.
Setup Your Gateway Account
**Before you can start building up your catalog and selling deals on Goods Marketplace, you’ll need to complete the account setup process. **
You should have received an email with the subject line “Groupon Goods Gateway - Invitation to Join”. This email contains a link to activate your new merchant account.
This link expires after 24 hours. If you have not already, please open that link now before returning to this support article. If you have not received this activation email, please submit a support ticket.
Before you can start building up your catalog and selling deals on Goods Marketplace, you’ll need to complete the account setup process.
We highly encourage merchants to consult our Gateway Account Setup Guide, which provides step-by-step instructions, as well as solutions for common errors encountered during account setup.
Service Level Agreement (SLA) Standards
Goods Marketplace has required performance standards for order fulfillment. Deadlines for tracking information uploads, tracking movement, and expected delivery time are applied uniformly across all merchants and deal listings.
You must upload tracking information for all orders by their assigned due on date in Commerce Interface (CI), Groupon's fulfillment portal. Only carriers on our list of Approved Shipping Carriers for Goods Marketplace can be used. Do NOT upload a tracking number for your order until the package has been received by your carrier. Early/invalid tracking uploads will negatively impact your performance metrics, and could lead to compliance fees.
If you receive multiple orders from the same customer but the shipping addresses are not identical (including abbreviations and capitalization), you MUST ship these orders separately with unique tracking numbers. Commerce Interface (CI) will not allow the same tracking number to be uploaded to more than one order if the shipping addresses are not identical.
Order Showing Movement
Before your order can be processed for payment, your uploaded tracking information must show systematic MOVEMENT. Orders NOT showing movement within 5 days may be automatically refunded by Groupon.
Order Successfully Delivered
On-time deliveries play a crucial role in maintaining satisfactory performance metrics. All orders placed on Goods Marketplace are expected to be marked delivered after 6 calendar days. Late deliveries will negatively impact your performance metrics, and could lead to compliance fees.
Goods Marketplace uses a ticketing system to facilitate communications between merchants and their customers. Any new ticket or reply by a customer must receive a merchant response within 1 business day. Learn the function of Gateway’s different Ticket Reply Types to manage your customer tickets most effectively.
A performance-based system...
Our highest priority on Goods Marketplace is providing a positive customer experience. Once you start selling on our platform, your performance is measured using our Merchant Scorecard, which you'll receive via email weekly.
Poor performance leads to Compliance Fees.
Merchants failing to meet Goods Marketplace performance metric goals are at risk of having compliance fees applied to their account for related shipping and customer service issues.
Read through our Performance Goals for Merchant Scorecard, as well as the Non-Compliance Fee schedule so you can maintain these performance metrics and avoid deductions to your account. If deductions are applied, you will receive a weekly compliance report with those details so corrective action may be taken to avoid these issues and fees in the future.
We are happy to offer our third-party merchants a series of Training Guides, designed to quickly teach you everything you need to know about working as a merchant on Groupon Goods Marketplace.
Please read through the following documents in their entirety before beginning your work on Goods Marketplace. These Training Guides will help you get the most out of your merchant experience on our platform.
Merchant Support Resources
We have a large library of support articles available from our Success Portal. Troubleshoot common errors with our frequently asked questions, or search keywords related to your problem and find issue-specific support.
To search through our extensive library of support articles, visit our Merchant Success Portal.
Contact our Merchant Success Team
Sometimes you just want to communicate one-on-one with another human being! If you’re having difficulties, you can always create a support account and open a ticket with our Merchant Success team.
For one-on-one assistance with a Merchant Success agent, submit a support ticket.
We look forward to working with you on Groupon Goods Marketplace!