Penalty Section

Tracking Link Inclusion

• Tracking links format

  In order to ensure the utmost accuracy in assessing delivery timelines, we recommend uploading to the Seller Interface the shipment tracking links from the carrier website. E.g.: https://www.dhl.com/it-en/home/tracking/tracking-express.html?submit=1&tracking-id=<id>
  By doing this, we can enhance the precision of your delivery performance metrics. Custom links (e.g. Shippypro links) cannot ensure the accuracy of your delivery metrics.

• How is the Tracking Link Inclusion Rate Calculated?

  It is calculated based on tracking links uploaded to the Seller interface within specified timeframes. Links must be uploaded on dispatch day, according to product size dispatch times in the Quality Charter section 4.1. Shipping Time. For same-day dispatch orders, tracking links can be uploaded by midday of the following day.

  It is still possible to upload tracking links after the deadline. However, the penalty score will be calculated based on the links uploaded within the time frames mentioned above. This score includes all orders of the last 35 days.
  ℹ️ Orders included in the ticket drills have a look back period of 37 days (35 days + 2 first days counted from the order date are added as a buffer). Tickets with an order date older than 37 days will no longer be included in ticket drills and will not affect the score.

   

• What happens with order cancellation requests?

  Orders refunded within maximum 5 business days after the order date (excluding weekends and holidays) and that have an associated customer cancellation ticket will be automatically excluded from the tracking link inclusion score.

   

• Example Tracking Link Inclusion Rate penalty

  SELLER X has a total score of 66 in his Performance Report. Unfortunately, his Tracking Link Inclusion Score is <75%, so he loses 5 points. His total score drops to 61.

  They receive the penalty information in a separate field on the top of all existing metrics on the report defined as Tracking Link Inclusion Score.

Wrong Configuration

• How is the Wrong Configuration Rate Calculated?

  It is calculated as a number of ticket with topic “Wrong Configuration, Wrong device” (35days) / number of order items (35days)

• What tickets are included?
  • This metric includes only seller liability tickets with the topic “Supplier sent wrong device/configuration”.
  • Customer liability tickets are excluded from this penalty “Customer ordered wrong device/configuration”
• What is the point logic?
  • the higher, the share of orders sent with the wrong configuration, the higher the penalty (e.g. up to -5 points in the Performance Report)

Cooperation

Cooperation score has 0 points by default. If needed, this can increase or decrease by 5 points. the adjustment is done manually by refurbed.

Invoice Upload

• To ensure compliance and smooth operations, all sellers are required to upload invoices for 100% of their orders. This means every order must have the necessary documentation uploaded, either via the API or the user interface (UI) within a maximum of 72 hours from the order date. Please note that weekends and public holidays are excluded from this timeframe.

  Additionally, invoice upload penalties are calculated by taking into account all orders from the past 35 days.

  
  💡The penalty logic considers the latest invoice upload. This means that if the seller updates the invoice (e.g. to correct a mistake), the final version must still be uploaded within the 72 hours. Otherwise, the order will be penalised based on the timing of the last upload.

   

  • How to upload correctly the invoices?

    In the Orders section, under Customer Info, you can upload the order invoice. This document appears in the refurbed customer account area, where customers can download it directly.

    

    After uploading the invoice, you can delete and re-upload it if needed.

    

    The same functionality is also available through our Seller Order API (see here: ‣).

  • What happens in case of order cancellations?

    Customers are always legally entitled to receive an invoice, even if an order is cancelled. Therefore, invoices should still be provided for cancelled orders. However, cancelled orders, which are refunded within 5 business days from the order date, will be excluded from the penalization.

  • What happens if an invoice is not uploaded within the required timeframe?

    If an invoice is not uploaded within the defined timeframe, a penalty will be applied. The maximum penalty is -5, and it increases as your invoice upload rate decreases.

    The detailed threshold and penalty logic can be found directly in the SPR Report.

    Example:

    If a seller has a total performance score of 80 and an invoice upload rate of 54%, a -4 penalty will be applied, reducing the total score to 76.

  • Where can you find the list of affected orders (ticket drill)?

    You can find the detailed list of affected orders by scrolling down to the penalties section on your SPR page.

    In this section, you will see a breakdown of relevant orders with the following indicators:

    • “Order Invoice Upload Delayed”
      • Yes → The invoice was uploaded late (after the 72-hour timeframe)
      • No → The invoice was uploaded on time or there is still time to upload it
    • “Order Has Order Invoice”
      • Yes → The invoice has been uploaded
      • No → The invoice is missing

    This overview helps you quickly identify which orders are impacting your performance.

    
    💡Orders without an uploaded invoice may temporarily appear in the invoice penalty list. This is expected behavior.

    However, these orders will not affect your score as long as the invoice is uploaded within the allowed 72-hour timeframe. Once the invoice is uploaded within this period, the order will automatically be removed from the list.

IMEI/Serial Numbers Upload

• All sellers are required to upload the correct IMEI for 100% of eligible order items, such as smartphones, tablets and smartwatches. The IMEI can be uploaded via the API or Seller Interface and must match the device delivered to the customer.

  • How is the IMEI Upload Rate calculated?

    The IMEI Upload Rate shows the percentage of eligible order items for which an IMEI was uploaded. Your current IMEI Upload Rate is always visible in your Seller Performance Report (SPR).

  • How is the IMEI Upload Boost calculated?

    If your IMEI Upload Rate is 90% or higher, you receive an IMEI Upload Boost of +3 points. Both your IMEI Upload Rate and your IMEI Upload Boost are visible in your Seller Performance Report (SPR) and are updated automatically based on your current performance.

    

    

  • Where can I check missing IMEI uploads?

    The IMEI Upload drill in the Seller Performance Report shows the relevant order items and whether the IMEI was uploaded (Yes/No).

    

  • Why is the IMEI displayed in the Defect Score drill?

    The Defect Score drill in your Seller Performance Report (SPR) includes an IMEI column to help you identify the device associated with each reported defect.

    You may notice the same order appearing multiple times. This can happen if multiple IMEIs have been uploaded for the same order item or if incorrect values (e.g. random text) have been submitted. These rows are displayed for transparency and to help you identify incorrect uploads.

    This does not mean the order affects your Defect Score multiple times. Each order is only counted once for the score calculation.

    Please make sure to upload only the correct IMEI of the device delivered to the customer. An incorrect upload can prevent proper device identification and lead to inaccurate information in your SPR.