Orders Fulfillment (CI) : Groupon Goods Marketplace

Orders Fulfillment (CI)

Resources related to Order Fulfillment on Groupon Goods Marketplace.

Supported Shipping Carriers Verifiable tracking is critical for providing a positive experience to both our customers and merchants. Merchants failing ...

Wed, 29 May, 2019 at 10:28 AM

Updating Tracking Information

Updating Tracking Information Merchants cannot manually update their own tracking information on existing orders from within CommerceInterface. They...

Mon, 20 May, 2019 at 9:29 AM

Issuing Refunds

How to Issue a Refund 1. Navigate to “Orders” tab in CommerceInterface. Merchants can issue refunds to their customers in CommerceInterface. To begin t...

Thu, 10 Oct, 2019 at 5:06 PM

Providing a Return Label

If you reach an agreement with your customer to have an order returned, you may not ask the customer to ship the product back at their own cost. Per Goods M...

Tue, 23 Jul, 2019 at 11:28 AM

Return Policies

Groupon Stores return policies are broken into either a "Free Returns" policy or a "Final Sale" policy and applied on a per-prod...

Mon, 23 Jan, 2017 at 12:58 PM

Can I do a partial refund?

Unfortunately, at this time, Groupon Stores does not have the ability to do partial refunds.

Fri, 15 Mar, 2019 at 3:57 PM

Finding your Supplier ID and Tokens

Your account Supplier ID and Tokens can be located in CommerceInterface (CI). To find your Supplier ID: To find your Tokens, please visit: https://s...

Thu, 11 Jul, 2019 at 2:29 PM

Multiple-Quantity Orders

Customers shopping on Groupon Goods Marketplace will soon have access to a new “Marketplace Cart” feature. Marketplace Cart allows customers to purchase mul...

Thu, 10 Oct, 2019 at 3:27 PM

Order Refunds/Returns Guidelines

Order Refunds/Returns Guidelines Groupon Goods Marketplace has specific procedures for order refunds and returns as outlined in your Merchant Agreement...

Thu, 10 Oct, 2019 at 5:07 PM

Metric	Description	Score	Goal
Overall Performance	Overall Scorecard Health		>80%
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.		>93%
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.		>92%
Invalid Tracking Rate	The rate at which orders are given tracking numbers that show movement before the order is placed, arrive at the incorrect destination, or use a carrier that Groupon does not support.		<5%
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.		<1.91%
Return Rate	The rate at which successfully placed orders are returned/refunded.		<2.69%
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

>80%

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.

>93%

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.

>92%

Invalid Tracking Rate

The rate at which orders are given tracking numbers that show movement before the order is placed, arrive at the incorrect destination, or use a carrier that Groupon does not support.

<5%

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.

<1.91%

Return Rate

The rate at which successfully placed orders are returned/refunded.

<2.69%

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%

Orders Fulfillment (CI)

's Scorecard