Merchant fulfillment metrics help you track your performance and determine if you are meeting our requirements as well as the expectations of our mutual customers. These are located on your account Dashboard for review.
In order to ensure we can successfully promote your products on as many marketplaces as possible and maximize your sales, you should ensure you meet the following thresholds below based on your selected Shipping Service Levels:
- On Time Tracking Upload: 98% or greater
- On Time Handling Rate: 98% or greater
- On Time Delivery Rate: 98% or greater
- Merchant Cancellation Rate: 2% or less
- Valid Tracking Rate: 98% or greater
- Return Rate: Varies by category
On Time Tracking Upload:
This metric shows how frequently the initial carrier scans for your shipments are recorded within the required time frame. In order to meet the On Time Handling requirements described below, most orders must have valie tracking uploaded within 2 business days or order placement.
On Time Handling:
This metric shows how frequently the initial carrier scans for your shipments are recorded within the required time frame. Most orders must be scanned as shipped within 2 business days as described in our Merchant Quality of Service Agreements.
On Time Delivery:
This metric shows how frequently your shipments are scanned as delivered within the required time frame. Most orders must be delivered within 10 business days as described in our Merchant Quality of Service Agreements.
Merchant Cancellation Rate:
This metric reflects the percentage of your items sold which are canceled for merchant-responsible reasons, such as when you must cancel an order because you are out of stock - or any other reason except when requested by the customer or MoreCommerce.
Canceled orders happen but they shouldn’t happen very frequently. If you are cancelling a lot of orders it could be a sign that something is wrong. You may want to review your product data and inventory levels to ensure you have no misleading information and that you can ship items when they are purchased.
Valid Tracking Rate:
This metric reflects the percentage of your orders which reflect invalid tracking details. Tracking information may be considered invalid for a number of reasons including, but not limited to, the following specific use cases:
- Order is past target ship date and does not have a carrier scan
- Order is past target delivery date and does not have a delivery scan
- Delivery to an incorrect address
- Invalid tracking number
- Mismatch between selected carrier and tracking number
- Prohibited carrier usage (i.e. Amazon Logisitics)
- Selection of Other instead of proper supported carrier
- Recorded ship scan predates order date
- Tracking number is changed after initial upload
This metric reflects the percentage of your items sold which are returned for merchant-responsible reasons, such as if the product is damaged, non-functional or otherwise not as described.
Returns are part of doing business and unavoidable in some cases, but you should do your best to ensure your listings are accurate and your products align with customer expectations in order to minimize them as much as possible. You can view the return reasons recorded for any orders which have been returned by looking them up on your Orders page.
Orders which are fulfilled late or are canceled because they cannot be fulfilled are subject to penalties in accordance with our Merchant Quality of Service Agreements.
If you do not meet these expectations, you may also be subject to additional action, such as the limitation of your marketplace eligibility or even the suspension or closure of your MoreCommerce account, at the sole discretion of MoreCommerce.