The Seller Performance dashboard contains both marketplace-wide metrics and seller-specific metrics. While marketplace-wide service level agreement (SLA) metrics apply to all sellers, seller-specific metrics are listed in a table in the Seller performance dashboard.
Seller SLAs
Data for seller SLAs is shown based on the timeframe selected. In the seller SLA table, operators can sort the top and bottom 10 performing sellers across each metric and export all data in a spreadsheet.
- Seller: The name of the seller.
- Orders: The total number of orders the seller receives in the timeframe selected.
- Dispatch breaches: The total number of orders for the seller that breached the dispatch threshold in the timeframe selected.
- Cancellation rate: This represents the percentage of line items that have been canceled over a selected period.
- Return rate: This represents the percentage of line items refunded over a selected period.
- Without tracking links: The percentage of shipments for the seller that did not include a tracking link in the timeframe selected. This does not apply to shipments from carriers who have been configured without a Carrier Tracking URL.
- Current rating: The seller rating is calculated based on four metrics. Learn more.
Seller rating
Seller rating is a metric evaluated weekly, typically on Sundays, based on the seller's performance over the preceding three months. The calculation involves several key factors weighted as follows:
- Orders not dispatched within configured SLA days: 30%
- Cancellation rate: 30%
- Return rate: 30%
- Shipments without tracking links: 10%
For each metric, the percentage of total items or orders is considered. For example, if a seller's performance includes 10 invoices with 1 breach, 100 line items with 30 cancellations, 70 shipped line items with 20 returns, and 20 shipments without tracking links, their rating would be determined accordingly:
- Orders not dispatched within configured SLA days: Let's say the seller had 10 orders in total, with 1 order not dispatched within the configured SLA days. The percentage for this metric would be (10 - 1) / 10 * 30% = 27%.
- Cancellation rate: If out of 100 line items sold, 30 were canceled, the percentage for this metric would be (100 - 30) / 100 * 30% = 21%.
- Return rate: If out of 70 line items sold, 20 were returned, the percentage for this metric would be (70 - 20) / 70 * 30% = 30%.
- Shipments without tracking links: If out of 20 shipments, all lacked tracking links, the percentage for this metric would be (20 - 20) / 20 * 10% = 0%.
Adding these percentages together: 27% + 21% + 30% + 0% = 78%
The formula for calculating the rating involves applying the appropriate weight to each metric's performance percentage and then summing the results to obtain the overall score.
Finally, this score is typically scaled to a 5-point rating system for easier interpretation.
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