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...

Thu, 22 Oct, 2020 at 11:56 AM

Account Suspensions

If your merchant account has been suspended, there are generally scorecard strike suspensions. Below, we’ve provided information that will help you iden...

Thu, 9 Jul, 2020 at 7:52 AM

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...

Wed, 27 Jan, 2021 at 9:21 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...

Thu, 9 Jul, 2020 at 7:48 AM

Non-Compliance Fees Schedule

Last updated 12/04/2020 Non-Compliance Reason Description Performance Trigger (using a rolling 30 day performance) Non-Compliance Fee ...

Thu, 3 Dec, 2020 at 3:55 PM

Understanding Your NCCR File

Understanding Your NCCR File Your company may receive an email notification titled 'Non-Compliance Chargeback Recovery Issued' if you are respons...

Fri, 6 Nov, 2020 at 11:59 AM

Suspended or Disabled Merchant Accounts

Frequently Asked Questions related to suspended or disabled accounts: Are my payments on hold? When will my payment hold be released? Payments are plac...

Wed, 27 Jan, 2021 at 9:20 AM

Why am I receiving chargebacks?

The Non-Compliance Fee Schedule outlines the expected performance thresholds (rolling 30-calendar days) and the resulting compliance fees to be applied if s...

Thu, 22 Oct, 2020 at 12:51 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%

Merchant Performance Standards

's Scorecard