Policies : Groupon Goods Marketplace

Policies

Groupon Goods | Anti-Misrepresentation and Anti-Manipulation Policy

Anti-Misrepresentation & Anti-Manipulation Policy All Groupon Goods Marketplace Merchants are required to comply with the following Anti-Misrepresentat...

Fri, 18 Mar, 2022 at 11:49 AM

Intellectual Property (IP) Policy

Intellectual Property (IP) Policy What is Intellectual Property? Groupon’s policy requires that all Groupon Goods Marketplace merchants respec...

Mon, 13 Jun, 2022 at 3:26 PM

Prohibited Products List

Groupon wants to ensure a safe and trustworthy marketplace with buyers and sellers. Certain categories/products are not permitted to be sold through our T...

Mon, 30 Jan, 2023 at 1:55 PM

Take Down Policy

Groupon reserves the right to take down or suspend offerings in their entirety or to take down portions of the content you provided, including but not limi...

Mon, 2 Mar, 2020 at 11:04 AM

Product Value - Reference Price and Discount Policy

Product Value - Reference Price and Discount Policy We strive to offer the most positive user experience possible for customers on Groupon Goods Marketp...

Fri, 16 Sep, 2022 at 10:29 AM

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%

Policies

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