In order to maintain a marketplace that is safe for buyers and fair to our merchants, StackCommerce is introducing our new Merchant Scoring System. We are continuously making updates to the Merchant Score and releasing information about it. Please check the email regularly for issues, which should be addressed quickly to ensure there are no decreases to your merchant account score. Violations of these policies may result in content removal or account deactivation.
Scoring Breakdown:
How the score is calculated:
Your TpO (Tickets per Orders) is determined by the total number of customer inquiries we receive for your products within a given category (Tracking, Defects, etc.) compared to the overall number of orders you sold in a given month. This determines how many points your account receives within that category. For example, a rate of less than 1% of tickets per order related to tracking in the month of June would give your account 7/7 possible points in the Tracking category.
*TpO: Tickets per Orders (%)
Performance Overview:
Your scores will be reflective of your performance over time. It will include the following categories:
- Tracking (Delays, Cancellations, etc...)
- Defects (Product Quality, Returns, Refunds, etc...)
- Non-Responsive (account and support resolution inquiries)
All active merchants receive an e-mail containing their Merchant Score Monthly. This e-mail is delivered to the primary e-mail address associated with your account and contains a full breakdown of your current account standing, and a snapshot of your performance as of that month.
Your Merchant Score is essential to keeping your account in good standing. Accounts with a low score may lose their eligibility to be considered for published content. In extreme cases, not meeting these standards or having your account designated as "Needs Evaluation" for at least 2 consecutive months may result in your account being suspended.
If we apply any limits or restrictions on your account, we'll send you an email to let you know. For information on what steps you can take to improve, see the full breakdown of each score metric and its respective performance goal HERE.
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