Seller Scores are a key part of being a successful global seller. Read some tips on how to maintain a high seller score here!
Order FulFillment
1. When listing your products, enter the actual quantity that can be shipped, not the quantity to be stocked. When entering stock quantity while listing your products, you can prevent unexpected order cancellations by entering the actual quantity of products that can be shipped.
2. Keep your inventory updated. Check your inventory several times a day, especially if you are selling on other channels too.
3. Do not list products that cannot be shipped right away. Products waiting to be restocked may disappoint customers who wish to purchase them and could result in order cancellation. This could negatively affect the seller scores.
4. Secure sufficient stock for unexpected increases in orders. Secure sufficient safety stock for sudden increases in orders or product defects.
On-time Shipment
1. Please set the shipment lead time accurately to keep the delivery date promised to the customer. Satisfy customers with fast and on-time shipment.
2. If you cannot ship orders due to vacation or absence, mark your holiday calendar. Set the holiday dates in “Delivery Calendar Management” (at least one day in advance).
3. Consider the volume that can be shipped daily when setting the actual inventory quantity. Adjust the available quantity considering the quantity you and the courier can handle daily, and ensure the shipment is not delayed.
4. When updating the tracking number, ensure you have entered it correctly. Ensure you have selected the right courier and entered the correct tracking number.
*Please note that if you only deal with overseas deliveries, only on-time delivery will be taken into account for your seller score*
On-time Delivery
1. Please make sure you keep the shipment lead time to deliver the order by the date you promise to the customer. Customers want their orders delivered fast and on time. Encourage customers to buy your product with a short shipment lead time and keep your delivery promise!
2. Please update the tracking number for reshipment. Frequently check the status of orders in “In transit.” Prevent long delays by checking not-updated tracking numbers, invoices, or issues with the courier.
3. Set an accurate delivery method. Set the delivery method (ex., international shipping) based on products.
4. Carefully select the courier. If the courier you choose frequently delays deliveries, consider switching to another courier.
Response Time
1. Answer customer inquiries within 24 hours and other inquiries in a timely manner received via WING > Customer Management > Customer Inquiries > Unanswered Inquires.
2. Always answer calls from Coupang (+82-2-1577-7011). Always be ready to answer calls from Coupang on business days, as it can be related to orders. Answering inquiries left by Coupang counselors to sellers will not affect the seller score but must still be answered within 24 hours to avoid possible suspension.
3. Share a reachable contact number when registering for Coupang.
*Note: If you are unreachable for an extended period without a particular reason, your account can become dormant or suspended as proper customer service is unavailable.
