18th June, 2016.
As a part of trust and satisfaction offered to the customers of IDprop, we expect our sellers to be at par with IDprop’s customer service standards. The policy aims at evaluating seller’s performance with respect to fulfillment metrics like seller cancellation rate, RTS breach rate and reattempts rate which enable sellers to maintain a high level of performance standard and process adherence.
Seller Performance Metrics:
Following are the performance metrics that sellers must comply with in order to meet the preset level of customer satisfaction:
Seller Cancellations Rate < 1.0%
Shipping Breach Rate < 1.5%
Reattempts Rate < 2%
Returns Rate (Check the table given below)
1. Seller Cancellation Rate:
Seller Cancellation refers to the number of ordered units cancelled by the seller after an order has been placed by the buyer. Seller Cancellation Rate is calculated for a period of 2 weeks as follows:
Seller Cancellation rate = Number of Seller Cancellations/Total number of Units Ordered.
If you fail to maintain your seller cancellation rate below 1%, your account will be suspended for a minimum period of a week, during which you will not receive any new orders.
2. Shipping Breach Rate:
Shipping breach occurs when an order is not shipped before the ‘Last date to ship’ mentioned on the order dashboard against the particular order. Shipping Breach Rate is calculated for a period of 2 weeks as follows:
Shipping breach rate = Total number of Ordered Units that breached shipping Date/Total number of Units Ordered.
If you fail to maintain your Shipping Breach Rate below 1.5%, your account will be suspended for a minimum period of a week, during which you will not receive any new orders.
3. Reattempts Rate:
Reattempts refers to the extra attempts made by IDprop’s logistics partner to pick up an ordered item from your mentioned pickup address, in case seller has been given services of IDprop’s logistics as and when available. A reattempt is counted for a seller, only if he/she is accountable for the extra pick-up attempts due to the reasons mentioned below:
- Shipment not ready
- Seller unavailable
- Improper packing
- Logistics form missing
Reattempts Rate is calculated for a period of two weeks as follows:
Reattempts Rate = Total Number of Reattempts by Logistics Partner/Total Number of Scheduled attempts by Logistics Partner
If you fail to maintain your Reattempts Rate below 2%, your account will suspended for a minimum period of a week, during which you will not receive any new orders.
4. Returns (Due To Seller) Rate:
Returns is the number of product returns the seller receives from buyer on the basis of various return reasons. Defective returns, Buyer remorse and transit damaged products will not be considered while calculating the Return Rate in this policy. Following are the return reasons considered under the seller performance policy:
- Received another Item than ordered
- Missing Product/Accessory/Freebie/Tag
- Item Not As Described
- Wrong Product Shipped / Mis-shipped
- Wrong Colour/Size Shipped
- Past Expiry Date
- Used/Tampered Product
Returns (DTS) Rate is calculated weekly as follows:
Returns (DTS) Rate = Returns due to above reasons for product ordered in Week X/ Orders in Week X
If a seller fails to maintain Returns (DTS) Rate under the threshold mentioned for each category, the seller's account will be made pending for a minimum period of a week, during which the seller will not be able to receive new orders.
Please refer to the table below for the threshold for each category. If a seller's return percentage goes above the given benchmark, his/her account will be made pending:
Home Improvement Tools, Household, Home Decor
Home Appliance Large, Home Appliance Small
Home Furnishing, Décor, Kitchenware
5. Dispute Rate:
Dispute refers to situation wherein a disagreement between the seller and buyer arises. Buyer disputes are considered under the Seller Performance Policy. A seller is always advised to solve the issue before the buyer raises a dispute.
Disputes raised against a seller are monitored as per a weekly cycle. Sellers are expected to:
- Approve buyer returns to keep a better customer experience
- Close pending disputes within 2 days from the date of creation
6. Fake Reviews/Ratings:
If a seller is found or reported to be posting fake reviews or ratings on the website for their products or someone else's, either to increase or diminish sales, he/she will have to face the below mentioned consequences:
- On the first instance when a seller is found posting fake reviews or ratings, his/her seller account will be made pending for a period of one week. During this period, the seller has to take corrective action and remove all fake reviews posted by him/her on the website. Non-compliance would lead to blacklisting.
- On the second instance, the seller will be blacklisted from selling on IDprop.com marketplace. In addition if a seller is found to be posting innumerable fake reviews or ratings, he/she stands a chance of getting blacklisted in the first instance.