The Seller Performance Report 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 refurbed platform.
What is the Seller 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 Your Performance Score Matters
Your performance score directly affects your competitiveness in the BuyBox algorithm. When multiple sellers offer the same product:
- Same price, different performance scores: The seller with the higher performance score wins the BuyBox
Better performance means more visibility and increased sales opportunities.
Key Performance Metrics
The explanation on how scores are calculated can be found in FAQ page.
Product Quality Metrics
- Refund Score
- Defect Score
- Condition score
Customer Happiness Metrics
- Urgent Score
- Customer Satisfaction Score (CSAT)
Shipping/Delivery Metrics
- Delivery Overdue Score
Customer Service Quality Metrics
- Response Time Score
- Cooperation Score
Penalties
- Tracking link penalties: Up to -16 points for missing tracking links
Ticket Drills
- Provide a list of customer tickets, which are impacting your performance score and are used for the calculation of the respective scores. Ticket drills help you to understand the underlying issues, and improve your performance when analyzed.
Scoring System and Consequences
The performance system uses a points-based approach with a maximum of 100 points. The system includes:
- Color-coded visualization: Green (good), yellow (acceptable), red (underperforming)
Performance Monitoring and Actions
Our Seller Performance team continuously monitors these metrics. If underperformance is detected:
- Warning notifications: You'll receive alerts to take corrective action
- Escalation steps: Cooperation points/ Payout adjustments or temporary suspension may follow