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 their effective SLA (30%): Measures invoices where at least one line item was not dispatched within its effective SLA. An order counts as breached if any one line item inside it misses 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.
- 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 invoices where at least one line item was not dispatched within its effective SLA. A single invoice counts as breached if any one line item inside it misses its effective SLA, even if other line items on the same invoice are on time.
Note: The effective SLA 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 invoice can have different effective SLAs.
- 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.
Each line item's dispatch status appears inline on the invoice's Order Details page, underneath its SKU and barcode details. It shows either Dispatched on time - due [date] or Dispatch deadline missed - due [date], so you can check compliance directly without recalculating it yourself.
Operators can also monitor seller performance in their dashboards. Learn more about seller performance metrics.
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