When is the condition alert triggered?
The condition score alert is automatically triggered on Tuesdays, in case your actual condition score exceeds the defect threshold and is ≤7 Points.
How does it look? What does it mean?
It is an email with title: Condition Score Notification. This means that your condition score is in the red area, and therefore it is important that you review your tickets and implement corrective measures.
How to improve my condition score:
Product Condition Handbooks page includes materials that assist you with grading guidelines.
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What are the reasons for high condition rate? An analysis of ticket drills:
- Are the issues caused by specific ticket topics?
- Are all the tickets related to same dates? (Possible indication of issues resulting from faulty batch.)
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Are the issues connected to certain condition grade?
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Deep analysis of tickets using Zendesk:
In the ticket drills, you can find order IDs. Open case separately to get more information on the issue which the customer has described.
- What is the exact description of the condition by the customer?
- Examine pictures and videos that provided by customer, which capture the condition, to get a better understanding of occurrence and source of the condition issue that was mentioned.
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E.g. Do many customers report transport damage? (The issue might lay in insufficient packaging)
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Implement findings in action:
- What was the cause of the incorrect grading of the devices?
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What steps can be implemented to prevent the identified conditions from reoccurring in the future
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Example of a successful ticket analysis and action steps:
- You have found out that 30% of issues are caused by display signs of usages. That is why you analyzed the cases and found out that the reason for these display signs of usages is since your internal grading system is not matching with the refurbed grading requirements. That is why you have to review the condition handbook and align internal grading to prevent the occurrence of the issues.
- You noticed that 20% of condition tickets are a result of displays installed, that is why you decided to switch to a seller selling higher quality spare parts.
- When reading through Zendesk cases, you have noticed that 15% of cases reported happened because of delivery damage, that is why you have added extra cushion in the product packaging.
What happens if my condition score doesn´t improve? (timeline)
In case your condition score remains ≤7 points more than one week, it could lead to consequences such cooperation points adjustment. In case of no improvement is noticed after multiple alerts/warnings, payout adjustment and a (temporary) suspension of your account may follow.
Alternative approach for growing sellers
Where do I find more insights on the specific action steps?