Product Detail Rules : Groupon Goods Marketplace

Product Detail Rules

In an ongoing effort to provide the best assortment and user experience for our customers, we're working on improving the accuracy and detail of info...

Fri, 12 Mar, 2021 at 3:17 PM

Refurbished Products

If a product is refurbished, the product condition must be identified in the deal title, Refurbished wording formatting can be any of the following: ...

Tue, 17 Oct, 2017 at 11:16 AM

Acceptable Product Listing Conditions

New A brand-new, unused, unopened item in its original packaging, with all original packaging materials. Condition/grading: New Packaging: manufact...

Fri, 2 Apr, 2021 at 2:04 PM

Refurbished Electronics Guidelines

Refurbished Electronics An electronic does not need to be brand-new to be fully functional. You may be able to meet the needs of a customer by list...

Fri, 12 Mar, 2021 at 2:49 PM

Product and Brand Limitations

In order to provide our customers with the best experience, 3rd party marketplace merchants must meet additional qualifications to sell certain items, brand...

Mon, 22 Apr, 2019 at 2:13 PM

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%

Product Detail Rules

's Scorecard