Groupon Customer Support : Groupon Goods Marketplace

Groupon Customer Support

This is a redirect for Groupon customers who have accidentally ended up on our Merchant Success Portal. If you're a Goods Marketplace merchant, return to https://marketplace.groupon.com/support/home for our library of support resources.

Groupon Customer Support

Need Customer Support? Are you a customer looking for help with a purchase you made on Groupon Goods Marketplace? If so, it seems you’ve ended up on t...

Mon, 6 May, 2019 at 3:25 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%
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%

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%

Groupon Customer Support

's Scorecard