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 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 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:
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 shipped during each month which reflect valid tracking details. Tracking information may be considered invalid for a number of reasons including, but not limited to, the following specific use cases:
- 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
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.
We currently display these metrics for the most recent calendar month in the Merchant Performance Metrics area on your Dashboard (the return rate data lags one month behind to ensure the accuracy on this performance data) -
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.