Merchant Performance Standards : Groupon Goods Marketplace

Merchant Performance Standards

SLA Standards for Merchant Performance In our continued effort to create the best customer experience, please ensure that all procedures are being foll...

Wed, 29 Jan, 2020 at 11:09 AM

Account Suspensions

If your merchant account has been suspended, there are generally two possible explanations: sales threshold suspensions and scorecard strike suspensions. ...

Thu, 12 Dec, 2019 at 1:14 PM

Understanding your Merchant Scorecard

The Merchant Scorecard is an overall measure of the health and performance of your account on the Groupon Marketplace. Your performance as measured in these...

Thu, 28 May, 2020 at 11:03 AM

Understanding Merchant Graduation

Understanding Merchant Graduation The Merchant Graduation program is an automatic process on Goods Marketplace that rewards high-performing merchants ...

Thu, 12 Dec, 2019 at 8:44 AM

How Scorecard Impacts Merchant Graduation

Understanding Merchant Graduation and Your Scorecard All merchants upon joining the Groupon Marketplace are subject to both a Scorecard and a Merchant G...

Thu, 28 May, 2020 at 10:57 AM

Viewing Your Merchant Scorecard

Receiving Merchant Scorecard via E-mail All active merchants receive an e-mail containing their Merchant Scorecard weekly. This e-mail is delivered to t...

Tue, 23 Jul, 2019 at 12:27 PM

Defect Free Order Rate

Upcoming Changes Merchant Scorecard! The "performance score" or scorecard overall score is measured based on how far a merchants metrics are f...

Fri, 14 Feb, 2020 at 7:49 AM

Non-Compliance Fees Schedule

Last updated 6/18/2020 Non-Compliance Reason Description Performance Trigger (using a rolling 30 day performance) Non-Compliance Fee ...

Mon, 22 Jun, 2020 at 8:17 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.		>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 after tracking has been uploaded.		<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

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.

>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 after tracking has been uploaded.

<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%

Merchant Performance Standards

's Scorecard