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On July 27, we will introduce changes to the My Sales Quality dashboard
You can already learn more about these changes and check how they may affect your score.
Why we are introducing those changes
We want to give you more control over the factors that affect your sales quality level. After introducing these changes, we will award and deduct points only for your actions (or lack of them). That is why we will, for example, remove the Recommendations from buyers metric, which many sellers considered too subjective.
The changes are also largely influenced by current market standards — such as the fact that many customers now value fast, timely dispatch and good communication with the seller. That is why we will, among other things, adjust the scoring system in the On-time dispatch and Timely responses metrics.
What we will change
- We will reduce the maximum number of points you can earn — from 500 to 400. Check how the scoring for each level will look like.
| Sales quality level | Points |
|---|---|
| Super | Points from 220 to 400 |
| Good | Points from 101 to 219 |
| Neutral | Points from 0 to 100 |
| Needs improvement | Points below 0 |
We will remove the metrics: Recommendations from buyers, Unresolved Discussions, and Average response time.
We will add two new metrics:
We will introduce changes to the remaining metrics. Click to check the details for a given metric:
How you can prepare
We will implement these changes on July 27 — you can start learning more about them today to ensure your business is well-prepared. Below, you can learn more about the new rules and scores, and what they will mean for you.
You can already check how the new rules will affect your results. We have added the New results tab to the My Sales Quality dashboard. There, you can check what your sales quality level would look like if the planned changes were already in effect.
Check what we will change in particular metrics
New metric — Complaint resolution time
In this metric, we will 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.
| Score | Points |
|---|---|
| 14 days or more | Points 0 points |
| less than 14 days | Points 6 points |
| less than 13 days | Points 10 points |
| less than 12 days | Points 14 points |
| less than 11 days | Points 18 points |
| less than 10 days | Points 22 points |
| less than 9 days | Points 26 points |
| less than 8 days | Points 30 points |
| less than 7 days | Points 34 points |
| less than 6 days | Points 38 points |
| less than 5 days | Points 42 points |
| less than 4 days | Points 46 points |
| less than 3 days | Points 50 points |
What this change means for you
In this metric, you can earn points for complaints resolved in less than 14 days. If you handle complaints even more quickly, you will earn more points. This is how we want to reward sellers who do not delay issuing complaint decisions.
Your result in this metric does not depend on whether the customer's complaint was justified — only on how efficiently you resolved the complaint. This way, you can earn additional points for handling complaints quickly — even if the buyers' complaints you received were unfounded.
New metric — Unresolved buyer issues
In this metric, we will check the ratio of compensations paid under Allegro Buyer Protection to the number of started Discussions and submitted complaints in the last 30 days. We will consider all the compensations paid out — both the ones we include in your settlements with Allegro and those that we do not.
This metric does not include requests related to issues on the carrier's part.
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.
| Score | Points |
|---|---|
| 10% or less | Points 0 points |
| over 10% to 20% | Points -20 points |
| over 20% to 30% | Points -40 points |
| over 30% to 40% | Points -60 points |
| over 40% to 50% | Points -80 points |
| over 50% to 60% | Points -100 points |
| over 60% to 70% | Points -120 points |
| over 70% to 80% | Points -140 points |
| over 80% to 90% | Points -160 points |
| over 90% | Points -180 points |
| 100% | Points -200 points |
What this change means for you
In this metric, we assess whether you are able to resolve disputes with customers on your own. If you are the one to provide the buyer with a satisfactory solution to their problem, you build a stronger, trust-based relationship with them. We want to support your reputation in this regard and only intervene as Allegro when it is really necessary.
We have designed the scoring in this metric with your sales volume in mind. As a result, occasional unresolved issues should not negatively affect your sales quality level.
Changes to the Timely responses metric
| How it is | How it will be from July 27 |
|---|---|
| You can earn between 40 and -360 points in this metric. | How it will be from July 27 You will be able to get between 50 and -285 points in this metric |
| This metric does not include answers to questions sent by buyers using the Ask about purchase option displayed next to orders in the Purchase History tab. However, it includes questions sent using the Ask the seller option on the offer page. | How it will be from July 27 This metric will also include answers to questions sent by buyers using the Ask about purchase option displayed next to orders in the Purchase History tab. |
| We grant 4 points for every 1% over 90% of timely responses. | How it will be from July 27 We will grant 10 points for every 1% over 95% of timely responses. |
| We deduct 4 points for every 1% under 90% of timely responses. | How it will be from July 27 We will deduct 3 points for every 1% under 95% of timely responses. |
| If you have not received any questions from buyers or messages in Discussions in the last 30 days, we grant you 40 points in this metric. | How it will be from July 27 If you have not received any questions from buyers or messages in Discussions in the last 30 days, we grant you 25 points in this metric. |
What this change means for you
We planned these changes knowing how important it is for buyers to contact sellers quickly and easily. That is why you will be able to earn more positive points than before in this metric. At the same time, we will reduce the maximum number of negative points. If you answer buyers' questions within 24 hours, you will earn the maximum number of points in this metric.
Changes to the Fast payment refunds metric
In this metric, we will continue to grant points based on the average time it takes you to refund buyers. We will only change the number of points you get for a specific result. Check the details in the table below.
| Average refund time | How many points we grant now | How many points you will get from July 27 |
|---|---|---|
| more than 5 days | How many points we grant now 0 points |
How many points you will get from July 27 0 points |
| 5 days or less | How many points we grant now 20 points |
How many points you will get from July 27 20 points |
| 4 days or less | How many points we grant now 30 points |
How many points you will get from July 27 40 points |
| 3 days or less | How many points we grant now 40 points |
How many points you will get from July 27 60 points |
| 2 days or less | How many points we grant now 50 points |
How many points you will get from July 27 80 points |
| 1 day or less | How many points we grant now 60 points |
How many points you will get from July 27 100 points |
| no returns from buyers | How many points we grant now 60 points |
How many points you will get from July 27 50 points |
What this change means for you
Fast refunds help build customer trust — with regard to both your store and our platform. We want to reward sellers who prioritize this. That is why we are increasing the maximum number of points in this metric from 60 to 100. As a result, you will be able to earn additional points if you set automatic refunds on your account.
Changes to the On-time dispatch metric
| How it is | How it will be from July 27 |
|---|---|
| You can earn between 40 and -360 points in this metric. | How it will be from July 27 You will be able to earn between 40 and -460 points in this metric. |
| We grant 4 points for every 1% over 90% of orders dispatched as declared. | How it will be from July 27 We will grant 5 points for each 1% over 92% of orders dispatched as declared. |
| We deduct 4 points for every 1% under 90% of orders dispatched as declared. | How it will be from July 27 We will deduct 5 points for every 1% under 92% of orders dispatched as declared. |
What this change means for you
Market trends show that on-time dispatch is becoming increasingly important. At the same time, more and more sellers are already aware of this and successfully dispatch over 90% of orders within the time they declared.
That is why, in order to adjust the scoring in this metric, we decided to change the point thresholds. This way, we can further recognize the large group of sellers who are already doing an excellent job of dispatching orders on time. For others, the extra points may be an incentive to try joining that group.
Changes to the Terms & Conditions and rules metric
In this metric, we will change the number of negative points we grant for account suspensions. Check the details in the table below.
| How it is | How it will be from July 27 |
|---|---|
| We deduct 300 points for the first account suspension. For each subsequent instance, we deduct double the number of points. | How it will be from July 27 For the first and each subsequent account suspension, we will deduct 300 points. |
| For the first listing suspension and termination of offers, we deduct 200 points. For each subsequent instance, we deduct double the number of points. | How it will be from July 27 For the first and each subsequent listing suspension and termination of offers, we will deduct 200 points. |
| For the first listing suspension, we deduct 150 points. For each subsequent instance, we deduct double the number of points. | How it will be from July 27 For the first and each subsequent listing suspension, we will deduct 150 points. |
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