Quality standards
Your shop account contains all relevant KPIs, including event rates, time from order placement to confirmation, lead time to shipping, customer request response times, the number of consecutive purchase orders that were automatically declined, and the rate of orders that shipped late.
These KPIs are essential when it comes to assessing your performance as a seller. If you do not comply with the standards that apply to our marketplace sellers, you could face sanctions.
Rules
| Standard | required Performance | Assessment Period | |
|---|---|---|---|
Event Rate |
less than |
5% |
past three months |
Order placement to confirmation time |
less than |
24 hours |
past three months |
Rate of confirmed orders |
at least |
92% |
past three months |
Maximum number of consecutive orders that were automatically declined |
maximal |
3 |
since becoming a seller |
Customer request response time |
less than |
48 hours |
past three months |
Rate of orders that shipped late |
less than |
15% |
one year |
Quality Assurance – Our Standards
- Customer Orders
Confirm or decline orders place within one working day. - Event Rate
Dispatch orders at the time you specified (lead time) to ensure a smooth fulfilment process. This helps prevents a high event rate which may result in your seller account being put on hold. - Rate of confirmed orders
Review your sales details at regular intervals and always keep them up-to-date. An accurate set of sales details ensures a smooth processing of all customer orders. - Declining Customer Orders Automatically
Make sure you do not auto-decline customer orders by accident. Keep in mind that any order will be automatically declined 5 days after it was placed unless you confirm, or decline, that order before those five days have passed. - Customer request response time
Reply to any customer requests within 48 hours. Because happy customers are returning customers!