We know customer service means everything to your business, so here’s how to check your seller score to ensure you’re on track. Watch the video to find out how you’re rated and for handy tips on bumping up that score!
The Coupang Seller Score is made up of a series of user experience metrics that are based on the seller’s performance. The three determinants of fulfillment and service are the user experience provided by sellers: orders, fulfillment, and service. There are four metrics: order fulfillment, on-time shipment, on-time delivery, and response to inquiries within 24 hours. If the overall score is in “Warning” status for a prolonged period of time, all products may be removed from sale, so maintaining the seller score is critical to product exposure. You may also be suspended at any time during the “Warning” status, even if only one item is in the “Warning” status.
Order fulfillment, on-time shipment, on-time delivery of the past seven days, and customer inquiries answered within 24 hours in the past 30 days are measured and converted into scores. If the score in each category drops below a certain standard, the seller will receive a caution or warning via email. Please note that on-time shipment does not affect global sellers’ seller scores.
- Order fulfillment score is the percentage of orders delivered without being canceled.
- The on-time shipment score is the percentage of orders shipped within the shipment lead time entered by the seller. Orders shipped after the shipment lead time or orders for which the shipment has been delayed are all counted as “Delayed.”
- The on-time delivery score is the percentage of orders that were successfully delivered by the promised date. Orders delivered after the estimated delivery date (as reported by the customer) are counted as “Delayed.”
- The score for customer inquiries answered within 24 hours is the percentage of inquiries answered within 24 hours.
