Merchant Performance Levels
What are merchant performance levels?
How we calculate your performance level
Where can you view your performance level
How to improve your performance level
What are merchant performance levels?
Our performance levels and requirements are intended to encourage good selling practices so that customers can shop with confidence on Fruugo.
All customers should have a positive experience on Fruugo, so we evaluate your performance metrics on a monthly basis to make sure you are providing the level of service that we expect.
Our evaluation is based on your recent sales and begins once you have been selling with Fruugo for more than three months.
To calculate your performance level we measure individual performance factors. These factors are all within your control, such as shipping orders on time.
Once the evaluation is complete you are assigned a performance level of Bronze, Silver, Gold or Platinum.
You will have a performance level of Unrated whilst you are setting up your Fruugo account.
How we calculate your performance level
At the beginning of each month, we take a look at your recent transactions to work out your sales and order management score.
Your order management score is based on the following metrics:
Orders shipped on time
Cancellations
Returns
Average days to ship
NPS Customer Satisfaction score
We review your performance in the context of a 'peer group' – merchants with a similar profile – to identify those who have significantly higher rates of customers reporting problems with their orders.
You will be assigned a performance level based on our performance criteria:
| Bronze | Silver | Gold | Platinum |
Sales in the last 90 days | Under £10,000 | Over £10,000 | Over £50,000 | Over £100,000 |
Order Management Score | Any | Silver or Gold | Silver or Gold | Silver or Gold |
Where can you view your performance level?
Your merchant performance level is visible on your dashboard screen within the Fruugo portal.
How to improve your performance level
Our monthly retailer report document shows details of your performance on each of the metrics we use, and helps you see where you can improve.
There are benefits to working to improve your merchant performance level such as gaining access to premium content areas, an increase in the level of free unique product SKUs you can upload each month and a reduction in service charges.
You can get in touch with Customer Services for further support and help in resolving selling issues, including open returns or refunds and disputes.
Read our terms and conditions (Appendix 2) for further information on retailer content fees in relation to performance levels.