Monitor and set standards for seller performance in the Seller Performance dashboard. Operators can set service level agreement (SLA) targets and track seller performance against them.
Available for all Marketplacer operators, this dashboard offers configurable parameters, marketplace-wide metrics, and seller-specific insights. You can also export data to a CSV.
Access the dashboard in Members (Sellers) > Seller Performance.
Filter dashboard data
You can filter the dashboard to display data for only the last 30 days, 90 days, or year-to-date by clicking the Select period button on the upper right corner. By default, year-to-date is displayed when first entering the page.
Marketplace metrics
There are four key Marketplace-wide metrics found at the top of the dashboard:
- Dispatch SLA breach rate: This refers to the percentage of orders where sellers fail to dispatch all items within the specified timeframe set by the operator. For example, if the operator sets 7 days as the threshold and all items are not shipped within 7 days, then it’s considered breached.
- Return rate: This represents the percentage of line items refunded over a selected period. This is calculated by dividing the number of line items returned (refunded) by the total number of line items sold.
- Cancellation rate: This represents the percentage of line items canceled before being shipped over a selected period. This is calculated by dividing the number of line items canceled by the total number of line items sold.
- Shipments without tracking: The percentage of shipments for the sellers that did not include a tracking link in the timeframe selected.
Seller metrics
This section contains a table populated with the following data:
- 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.
- Current rating: The seller rating is calculated based on four metrics weighted as follows: Orders not dispatched within configured SLA days (30%), Cancellation rate (30%), Return rate (30%), and Shipments with tracking links (10%). The rating is derived from the performance over the last 3 months (but not older than 1/1/2024), computed weekly on Sundays.
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