marketplace.groupon.comSupport : Groupon Goods Marketplace

Select FAQ Categories Groupon Goods Marketplace Welcome Login   Sign up Home Solutions -- Enter your search term here... Search -- Enter your search term here... Search Home Announcements/Newsletters -- Groupon Customer Support Check Ticket Status Merchant Scorecard Contact Us Merchant Help Merchant Forum Start Selling -- How can we help you today? Enter your search term here... Search Login or Signup to submit a new ticket Check ticket status -- Merchant Success Portal Support resources, training guides and FAQs for merchants on Groupon Goods Marketplace -- Setup Your New Account Step-by-step instructions for completing merchant on-boarding and setting up your new Gateway account. FAQs and Support Library Have a specific question? Find the answer in our growing library of Goods Marketplace support articles. Merchant Training Guides Learn fast with these training guides on Product Creation, Order Fulfillment, Customer Ticketing and more. 's Scorecard Current Level: Cycle Start Date: Cycle End Date: Metric Description Score Goal Overall Performance Overall Scorecard Health 100% Tracking Uploaded On-Time Rate The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed. &gt93% Tracking Movement On-Time Rate The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed. &gt92% Invalid Tracking Rate The rate at which orders are given tracking numbers that show movement before the order is placed, arrive at the incorrect destination, or use a carrier that Groupon does not support. &lt5% Cycle Time Average time elapsed between the date an order is placed, and the date that order is marked delivered. Days &lt6 Days Customer to Merchant On-Time Response Rate The rate at which tickets and messages created by customers receive a response within 1 business day. &gt95% Cancellation Rate The rate at which orders placed are then cancelled by the merchant prior to tracking upload. &lt1.91% Return Rate The rate at which successfully placed orders are returned/refunded after tracking has been uploaded. &lt2.69% Customer to Groupon Contact Rate The rate at which orders received by the merchant result in customers contacting Groupon Customer Service. &lt1.4% Customer to Merchant Contact Rate The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly. &lt3.6% Customer Satisfaction Score The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”. &gt70% Related Articles Understanding Merchant Graduation Understanding your Merchant Scorecard How Scorecard Impacts Merchant Graduation SLA Standards for Merchant Performance What's helping? What's hurting? !-- Home Solutions Cookie policy We use cookies to try and give you a better experience in Freshdesk. You can learn more about what kind of cookies we use, why, and how from our Privacy Policy . If you hate cookies, or are just on a diet, you can disable them altogether too. Just note that the Freshdesk service is pretty big on some cookies (we love the choco-chip ones), and some portions of Freshdesk may not work properly if you disable cookies. We’ll also assume you agree to the way we use cookies and are ok with it as described in our Privacy Policy , unless you choose to disable them altogether through your browser. Help Desk Software by Freshdesk !-- Copyright © 2020 Groupon, Inc. All Rights Reserved. GROUPON is a registered trademark of Groupon, Inc. Terms of Use Groupon Goods Marketplace Merchant Support Business Hours - Monday to Friday 9AM-5PM CST Running a Groupon local offer? Sign in to Merchant Center Follow Us --...