The Seller Performance Report (SPR) is your comprehensive scorecard that measures your performance and success in various areas. This report uses a 100-point scoring system that directly impacts your competitiveness on the platform.
Your performance is influenced by the topics customers select when opening a ticket. Each ticket is assigned to a specific topic, and this directly impacts the corresponding performance metric.
🚨 Our Seller Performance team continuously monitors these metrics. If underperformance is detected:
- Warning notifications: You'll receive alerts to take corrective action
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Escalation steps: Cooperation points/ Payout adjustments or temporary suspension may follow
Performance Report
The Seller Performance Report displays scores across multiple performance metrics including Product Quality, Shipping/Delivery, Customer Happiness and Customer Service Quality. You can access this report in your Seller Interface, where you can also download it for your records and further analysis.
Why is this important?
The Performance Score directly impacts your margins and your competitiveness in the BuyBox algorithm. Since the BuyBox determines which seller’s offer is shown as the default purchase option, maintaining a strong performance score is essential for maximizing sales.
Higher Performance Score = Higher Winning Price
A stronger score allows you to win the BuyBox at a higher possible price, protecting your margins.
Same Price, Different Scores
If multiple sellers list the same product at the same price, the seller with the higher performance score wins the BuyBox.
Better performance means more visibility, higher chances of winning the BuyBox, and more sales opportunities.
Quality Insights and Service Insights Report
The Quality Insights Report is complementary dashboard to the Seller Performance Report, which provides additional insights into the performance metrics and helps you to improve your performance on our platform.
The Insights report:
The Insights Report is based on the post-sales survey we send to customers after their purchase. In this survey, customers answer 4 key questions, each rated on a scale from 1 to 5.
This feedback provides valuable insights into the customer experience and highlights areas where you can improve your service and overall performance.
Country-specific vs Global report
The Global Performance Report directly impacts your BuyBox price.
However, you can also view your performance on a country-specific level.
This breakdown is particularly useful for deeper analysis, helping you understand why you may be overperforming in some markets or underperforming in others.
Performance Metrics.
For a better understanding of the metrics and how they are calculated, please refer to the following page:
Seller Performance FAQs.
Understanding Ticket Drills.
Ticket drills provide a detailed list of customer tickets that impact your performance score and are used to calculate the respective metrics. They help you understand underlying issues, identify patterns, and address problems promptly — improving your overall performance.
Ticket Topic Change.
If a customer opens a ticket under the wrong topic, you can request a topic change.
Since changes are processed in bulk, ensure you request changes only for the correct tickets — otherwise, the entire batch will be rejected.
🚨 Topic changes must follow the correct process to be approved.
Seller Guidelines for Ticket Topic Changes
Getting Support.
For questions about your Seller Performance Report or specific metrics, contact the Supplier Performance Team at reporting@refurbed.com.
Regular monitoring of your performance report helps you maintain high standards and maximize your success on the refurbed marketplace.