Marketplace metrics – Marketplacer

The Seller Performance dashboard contains both marketplace-wide metrics and seller-specific metrics. Marketplace-wide service level agreement (SLA) metrics apply to all sellers in your marketplace.

Data for metrics is refreshed every 8 hours, with a minimum refresh interval of 24 hours. This 24-hour buffer allows for any necessary fixes in production. Seller Rating is an exception, being refreshed weekly.

Operators can set specific metrics for individual sellers.

Data for marketplace-wide SLAs is shown based on the timeframe selected.

Dispatch SLA breach rate

This refers to the percentage of orders where a seller fails to dispatch within the order's effective SLA. An order counts as breached if any one line item inside it misses its own effective SLA, even if other line items on the same invoice are dispatched on time.

Key points:

Dispatch SLA metrics are calculated based on the payment date, which serves as the start date of the SLA timer. For connected operators, this is nearly identical to the order creation date.
Each line item is evaluated against its own effective SLA, which combines a base SLA threshold set by the operator with any dispatch lead days configured on the variant, advert, or taxon. Different line items on the same order can have different effective SLAs.

Note: The dispatch deadline calculation was corrected to consistently use the marketplace's local time zone, rather than mixing UTC and local time. See the breaking change notice for the effective date. This ensures sellers get a full business day to dispatch, which reduces false breaches that could occur under the previous inconsistent handling.

Examples

Dispatch SLA set to 1 day:
- Order is paid on Thursday at 9:00 am.
  - Order is dispatched on Thursday at 5:00 pm.
  - Result: Order meets the SLA timeframe.
Dispatch SLA set to 2 days:
- Order is paid on Friday at 10:00 am.
  - Order is dispatched on Monday at 6:00 pm.
  - Result: Order meets the SLA timeframe (weekends are not included).
- Order is paid on Tuesday at 1:00 pm.
  - Order is dispatched on Thursday at 9:00 am.
  - Result: Order breaches the 2-day SLA.
Mixed-SLA invoice example:
- An invoice contains two line items with different effective SLAs due to dispatch lead days.
- Line item A has an effective SLA of 3 days and is dispatched within 3 days.
- Line item B has an effective SLA of 14 days (dispatch lead days apply on its taxon) and is dispatched after 20 days, missing its effective SLA.
- Because line item B breached, the whole invoice counts as a Dispatch SLA breach, even though line item A was dispatched on time.

Other rules:

If all items are canceled within 3 days after payment, they are not counted as part of the Dispatch SLA breach.

These metrics are calculated as a percentage of total orders that breach their effective SLA across all sellers. Orders are queried based on payment timestamps rather than creation timestamps.

Return rate

The return rate, shown as a percentage, tells us how often items are returned compared to those sold by a seller. It's calculated by dividing the number of returned items by the total items sold over a certain time.

This number is crucial for understanding how satisfied customers are with a seller's products. By looking at returns at the individual item level, marketplace operators can make better decisions to improve the overall shopping experience for customers.

Cancellation rate

Cancellation rate, shown as a percentage, indicates how often items are canceled compared to those sold by a seller within a specific time frame. Calculated at the line item and quantity level, it measures the ratio of canceled items to the total items sold, offering valuable insights into seller performance.

This metric reflects seller reliability and customer interaction. By assessing cancellations at the detailed line item and quantity level, marketplace operators gain a deeper understanding of seller efficiency and customer behavior. While it doesn't account for specific cancellation reasons, such as cancellations before fulfilment, it still provides a comprehensive overview of seller performance over time.

Shipments without tracking

Shipments without tracking, shown as a percentage, indicate the frequency of shipments lacking tracking information within a given timeframe. It measures the rate of shipments where the tracking area is empty.

This metric offers insights into shipping efficiency and order tracking. By assessing the percentage of shipments without tracking, marketplace operators can identify areas for improvement in shipping processes and ensure better transparency for customers regarding their orders.