How we award points for each sales quality metric

In this metric, we check the average time it took you to accept or reject buyer complaints submitted in the last 30 days.

This metric does not include complaints related to issues on the carrier's part.

How we calculate points

We only grant positive points in this metric — you can get a maximum of 50 points. Check the details in the table below.

Note

If no customer has issued a complaint in the last 30 days, we will award you the following points in this metric:

• 25 points — when you have had fewer than 10 orders in the last 30 days
• 50 points — when you have had 10 or more orders in the last 30 days.

Example

In the last 30 days, the average time you needed to make a complaint decision was 7 days and 8 hours. This result is shorter than 8 days — so you will receive 45 points for it.

How you can improve your score

• Check new requests regularly in the Complaints and Discussions with Buyers tab. Remember that by law, the time frame to issue a complaint decision is: 14 days in Poland and Hungary; 30 days in Czechia and Slovakia.
• Check if you have all the necessary information from the buyer in the complaint details. If the description is missing information or photos that may help you process it, click [ask for the information to be completed] and tell the buyer what additional data you need.
• If necessary, arrange the return or collection of the product with the customer as soon as possible. When the situation requires it — also provide a return label.
• Provide clear and specific answers — communicate with the customer in a simple, understandable way, and treat them with respect. Avoid overly complex information — such as legal regulations that might cause concern for customers.
• Justify your decisions — use substantive arguments, based on evidence and examples.
• Handle complaints yourself — do not convince the buyer to fill out a claim under the Allegro Buyer Protection program — it is not a tool to resolve issues regarding purchases made from you.

In this metric, we check the ratio of compensations paid out under the Allegro Buyer Protection program to the number of opened Discussions and complaints within the last 30 days. We consider the compensations from Allegro Buyer Protection that we add to your settlements with Allegro, although there may be exceptions from that rule.

If we notice that a problematic situation with a buyer (Discussion or complaint):

• has been resolved in line with the law and our rules — we will be able to exclude such a compensation from this metric
• has not been resolved in line with the law and our rules — we will be able to include such a compensation in this metric, even if it was not added to your settlements with Allegro.

How we calculate points

In this metric, we grant only negative points — you can get a maximum of -200 points. Check the details in the table below.

Note

If, in the last 30 days, you have had fewer than 3 Discussions and complaints or Allegro Buyer Protection payouts — you will not get negative points.

Example 1

In the last 30 days, your customers opened 7 Discussions, and one buyer submitted a complaint. As a result, we paid 4 compensations under Allegro Buyer Protection.

We calculate your score as follows:

Unresolved buyer issues = 4 payouts from Allegro Buyer Protection / (7 Discussions + 1 complaint) x 100%

Consequently, 50% of your buyer issues are unresolved. You will score -80 points for that result.

Example 2

In the last 30 days, your buyers started 3 Discussions, and one buyer submitted a complaint. As a result, we paid 2 compensations under Allegro Buyer Protection. In this case, you will not get negative points. As per the definition above, you get negative points if you have a total of at least 3 Discussions and complaints in the last 30 days and we have paid your buyers at least 3 compensations under Allegro Buyer Protection.

How you can improve your score

Points in this metric are affected by three factors: Discussions, complaints, and Allegro Buyer Protection payouts. Since negative points are deducted for paid compensations, make sure to keep them to a minimum. This way, you will not lose sales quality points and will be able to take better care of your business.

Before a customer opens a Discussion or submits a complaint, pay attention to:

• information that you provide in offers — make sure every time that you link your offers to appropriate products from the Catalog.
• products that you dispatch to buyers — make sure that your parcel contains exactly what the buyer ordered. Keep this in mind especially for orders consisting of multiple products or products that come in different variants.
• proper packaging — this will reduce the risk of the product being damaged in transit
• parcel tracking — when you have the consignment note number, both you and the buyer can see the status of the parcel.
• timely dispatch — this increases the chances that buyers will receive their orders within the estimated delivery time they saw in the offer at the time of purchase.

When you have a Discussion or a complaint:

• resolve them yourself — do not convince the buyer to submit a request under Allegro Buyer Protection
• prioritize them — reply in Discussions and complaints as quickly as possible so that customers see you care about resolving the problematic situation.
• keep deadlines — according to our Terms & Conditions, you have 24 hours to respond in the Discussion from the moment it was opened ― excluding Saturdays, Sundays, and bank holidays. On the other hand, the law gives you a specific time frame to issue a complaint decision from the moment it is submitted: in Poland and Hungary you have 14 days; in Czechia and Slovakia — 30 days. If you cannot reply immediately, make sure you always meet the deadlines specified by law or our rules.
• write / reply clearly and specifically — speak to the customer in simple language and treat them with respect. Avoid providing complex information — for example, by copying and citing legal regulations without the context.
• justify your decisions — use substantive arguments based on evidence and specific examples.

Additionally:

• see what could help you successfully resolve Discussions
• see what to do if the buyer files a complaint
• see what you can do if the buyer requests a compensation under Allegro Buyer Protection.

We grant points in this metric — based on the percentage of messages from clients and messages in Discussions you manage to answer within 24 hours. We also check how long it takes you to answer the questions buyers ask through the Ask about purchase option that is displayed next to orders in the Purchase History tab.

In this metric

• You can earn between -285 and 50 points.
• We grant 10 points for each 1% over 95% of timely responses.
• We deduct 3 points for each 1% below 95% of timely responses.

Note

If, in the last 30 days, you have no questions from buyers and no messages in Discussions, we will grant you:

• 25 points — if you have had fewer than 10 orders over the past 30 days
• 50 points — if you have had 10 or more orders over the past 30 days.

Response times for customer inquiries and Discussion messages are not counted on Saturdays, Sundays, and public holidays – in accordance with the Polish calendar. You can respond to these messages:

• by 11:59 p.m. on Monday — if the buyer sends a message/question on a Saturday or Sunday
• by 11:59 p.m. on the next working day — if the buyer sends a message/question on a public holiday.

Example

You have 97% timely responses to questions from customers and messages in Discussions. That is 2% over 95%, so you will get: 2 x 10 points = 20 points.

How you can improve your score

In those metrics, you get points for answering the customer's questions and messages in the Discussions.

To gain as many points as possible:

• respond within 24 hours. Your responses should be as specific and fact-based as possible — this way, you can quickly resolve the buyer's issue and avoid more questions.
• make sure that buyers can find all the relevant information in your offers. If you prepare detailed descriptions of the products you sell, you can significantly reduce the number of questions from potential customers.
• ensure a seamless shopping experience at your store. You can significantly reduce the number of Discussions if you, for example, dispatch parcels on time or use trusted carriers.

In this metric, we grant points based on the average time it takes you to refund buyers.

Note

If no customers has returned products in the last 30 days, we will grant you:

• 50 points — if you have had fewer than 10 orders in the last 30 days
• 100 points — if you have had 10 or more orders in the last 30 days.

Example

Your average refund time is 2.5 days from receiving the return parcel. This refund time is less than 3 days, so you will receive 60 points.

How you can improve your score

In this metric, we grant points for payment refunds — the faster you make refunds to buyers via Allegro, the more points you get. That is why you should make sure that your buyers do not wait too long for their refunds. If you are not able to track your returns regularly, you can enable automatic refunds on your account. Then, we will automatically order a refund for the buyer after a determined number of days from receiving the return.

We award points based on the dispatch date or delivery date.

In this metric:

• You can earn between -460 and 40 points.
• We grant 5 points for each 1% over 92% of orders dispatched as declared.
• We deduct 5 points for every 1% below 92% of orders dispatched as declared.

How you can improve your score

Make sure that:

• in your offers, you declare the time in which you are actually able to dispatch the product. If you know you will not be able to dispatch the order on time — update the dispatch declaration in the relevant offer. Check how to do this in multiple offers at the same time.
• you dispatch parcels before the carriers' cut-off times. We only consider the parcel dispatched when the courier scans it. If you fail to dispatch the parcels by the cut-off time indicated by the carrier, the courier may not pick them up until the next day. In that case, they will not be able to scan the parcel by the time you specified, so you will not receive points for on-time dispatch. Learn more about cut-off times.
• you cooperate with carriers that are integrated with us. This allows us to track the orders you dispatch. Learn more about integrated carriers.
• you dispatch the parcels correctly — for example, add consignment note numbers or provide masked email addresses. Learn what you need to do so that we consider the parcel dispatched.
• report to us any orders that were dispatched late solely due to the carrier's fault. To send such a report, use the Report a problem with courier pick-up option — see how to do this. Once we have processed your report, we will exclude orders with late dispatch from:

• your sales quality — from the On-time dispatch and Fast dispatch metrics
• your statistics, based on which we check whether we can display information about same-day dispatch time in offers.

• For the first and each subsequent account suspension, we deduct 300 points.
• For the first and each subsequent listing suspension and termination of offers, we deduct 200 points.
• For the first and each subsequent listing suspension, we deduct 150 points.

Warnings

You lose 50 points for 1 warning. We deduct 50 points more for each subsequent warning.

For each subsequent:

• account suspension
• listing suspension and termination of offers
• listing suspension

you get half as many negative points.

How you can improve your score

In this metric, you can lose points for violating our Terms & Conditions or other actions that do not comply with our rules. Therefore, please review our Terms & Conditions and act in accordance with them.

Check how you can improve your score in this metric.

In this metric, we check the number of orders made in offers with declared immediate or 1-day dispatch, and:

• dispatched on the day of placing the order and paying for it or
• delivered no later than indicated by the longest shipping time for the delivery option selected during the purchase, counted from the moment of paying for the order.

We divide this number by the total number of your orders (for which 28 days have not yet passed from the declared dispatch date or estimated delivery date) and multiply the result by 100%. That way, we get the percentage of orders with fast dispatch.

For orders that include products from multiple offers, we take into account the latest dispatch date and the latest estimated delivery time declared in one of these offers.

In that metric, we consider orders for which the dispatch time or expected delivery time displayed in the offer at the moment of purchase expired within the last 28 days. We take into account the later of those dates.

If the dispatch time you declare in your offers is longer than 1 day — you will not get points for orders placed in those offers.

See an example

On March 5, a buyer makes a purchase in an offer where you declare immediate dispatch. At the moment of purchase, we displayed March 6 as the estimated delivery time in that offer. This means we will include the order made in that offer in the Fast dispatch metric for 28 days, counted from March 7 — that is, to April 3.

How many points you can get

You can get 160 points — the maximum possible amount — starting from 54% of orders dispatched on the same day.

How we count the points

In this metric, you will receive 3 points for every 1% of orders with fast dispatch. We do not grant negative points in this metric.

Example

You declare dispatch within 24 hours in all your offers. In the past 28 days, buyers placed 1,000 orders in these offers. You managed to dispatch 250 of them on the day of purchase. They make up 25% of all your orders. You will receive 3 points for every 1% of orders with dispatch within 24 hours, that is: 3 points x 25% = 75 points.

Additional information

• You specify the dispatch time in the listing form. We use this information to determine whether you managed to dispatch the order according to the declaration. You can change the dispatch time at any moment: in a single offer or in multiple offers at once.
• The time that carriers need to deliver parcels may change. That is why we check to make sure we have the correct data every day. If not — we update it. You can check the up-to-date information about the shipping time for the delivery options available on Allegro on this page.
• We consider the moment of delivery to be the first attempt at delivering it to the buyer, or when the parcel is placed in a parcel locker / at a pickup point.
• When we calculate the delivery deadline in the Fast dispatch metric, we take into account the shipping time that was up-to-date at the moment of placing an order. It means that it could be different than the one you see on the page with shipping times.
• Information about the date by which the parcel must be delivered so that we can grant points in the Fast dispatch metric is available in the delivery efficiency report in the Delivery deadline (Fast dispatch) column. It is the date of the longest shipping time for the delivery option selected during the purchase, counted from the moment of paying for the order.
• You can check the estimated delivery time displayed to the buyer at the moment of purchase in:
  • the Orders tab. Just go to the Delivery details section in the selected order.
  • the delivery efficiency report in the Delivery deadline (On-time dispatch) column — learn more.