Sellers are able to view more detailed reporting covering their sales and service performance over a specified period of time.
You can find this report in the seller portal under Insights & Statistics > Performance Insights.
Sales metrics
The Sales Metrics section provides insights into recent sales performance over a selected time period. Metrics include:
- Total Sales: The sum of all order values in the selected period.
- Average Order Value: Total order value divided by the total number of orders in the selected period.
- Total Orders: Number of orders created in the selected period.
- Total Orders Fulfilled: Number of invoices that were completely or partially dispatched in the selected period.
- Total Refunds: The total value of all refund and cancellation values in the selected period.
- Total Units Refunded: The total number of units (quantities of line items) returned or cancelled in the selected period.
These metrics help sellers track performance and identify areas for improvement.
Service metrics
The Service Metrics section monitors performance indicators that impact the seller's marketplace rating.
Each metric provides insights into service quality over a selected time period and includes:
- Current Rating: A composite score based on multiple metrics, with the following weightings:
- Orders not dispatched within configured SLA days (30%): Measures orders not dispatched within the configured SLA time.
- Cancellation rate (30%): 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.
- Return rate (30%): This represents the percentage of line items returned over a selected period. This is calculated by dividing the number of line items returned (refunded) by the total number of line items sold.
- Shipments with tracking links (10%): The percentage of shipments that included tracking information, applicable only if the marketplace requires tracking URLs.
Note: This rating is updated weekly on Sundays, based on the last three months of performance (from no earlier than January 1, 2024) and is visible only to the seller and the marketplace operator.
- Dispatch Breach Rate: Shows the percentage of orders not dispatched within the seller’s SLA timeframe.
Note: The SLA includes the order creation date. For example, with a 2-day SLA, an order placed on Monday must be dispatched by 11:59 PM on Tuesday to meet the SLA.
- Cancellation Rate: Displays the percentage of line items cancelled before shipping.
- Return Rate: Indicates the rate of items returned by customers.
- Shipments Without Tracking: Tracks the percentage of shipments without tracking information, based only on carriers that support tracking URLs.
Sellers can monitor these metrics to ensure they meet marketplace standards and maintain a high service rating. The time periods available for both sales and service metrics include the last 7, 30, 60, 90 days and year to date.
To review SLA calculations, Sellers currently need to manually examine each order and compare the dispatch dates to the SLA requirements to verify compliance.
Operators can also monitor seller performance in their dashboards. Learn more about seller performance metrics.
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