Q1. What is the evaluation period of the seller score?
- Order fulfillment: Orders fulfilled over the past seven days.
- On-time delivery: Orders delivered on time over the past seven days.
- Inquiries answered within 24 hours: Inquiries answered within 24 hours over the past 30 days.
Q2. I am at the Caution/Warning level and have received an e-mail on a possible suspension. What should I do?
You need to take immediate action to improve your score. If you reach the warning level, your products can be suspended from being shown in the product listings. You may need to make an extra effort to recover your score.
Q3. Will orders canceled by customers be reflected in my score?
Customer-canceled orders for which you are not responsible (e.g., buyer’s remorse) will not be reflected in the order fulfillment score. However, orders canceled for reasons that undermine customer experience, such as the product going out of stock, will be reflected in your score regardless of who has canceled them.
Q4. How should I manage my ‘on-time delivery’ score?
- Make sure to set the shipping period for the product properly to meet the delivery date you gave your customers.
- Don’t forget to change the re-shipping invoice number.
- Check your orders that are “In transit” as often as possible.
- Choose the appropriate delivery method. Make sure to choose an appropriate delivery method (standard/custom order/overseas) for the product.
Q5. Are customer requests such as designated day delivery applied to the seller score?
You can ask to have them excluded via WING > Online Inquiry. You need to send us your communication history with the customer (inquiry text, call history, etc.) when you request an exception. If deemed reasonable after review, we will exclude them from your score.
Q6. I shipped out the order on time, but the courier delivered it behind schedule. Can this be excluded from the score?
Courier delays (e.g, simple delay, scan delay) do not entitle you to exceptions to your seller score. You can improve your score by managing your products, adjusting the shipment lead time or stock quantity, and selecting a qualified courier.
Q7. My score went down after entering the wrong tracking number. Can you exclude it?
If you update the correct tracking number and it can be tracked properly, the deduction will be automatically excluded from your on-time delivery score.
Q8. “-” is displayed instead of a score. Is this an error?
If there is nothing to be scored on during the evaluation period, your scores will be reset and displayed as “-”. Your seller score will be calculated and displayed when there are new orders or inquiries.
Q9. The delivery was delayed because the customer entered their personal customs clearance code (PCCC) incorrectly.
Attach your communication history with the customer (inquiry texts, call history, etc.) or a copy of the details of the customs delay due to the error in the PCCC, and send us a CVR. *Please click this link for further information about CVR.
Q10. Are split-shipped products reflected in the seller score?
If the products are shipped within the set shipment lead time and delivered by the estimated delivery date you have informed the customer, it won’t affect your seller score.
