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We introduced the announced changes to the My Sales Quality dashboard
Learn more about these changes and how they affected your scores.
What we changed
Overall score
We reduced the maximum number of points you can earn — from 500 to 400. The score for each level is available in the table:
| Sales quality level | Points |
|---|---|
| Super | Points from 230 to 400 points |
| Good | Points from 101 to 229 points |
| Neutral | Points from 0 to 100 points |
| Requires improvement | Points below 0 points |
Removed metrics
We removed three metrics from the My Sales Quality dashboard:
- Recommendations from buyers
- Unresolved Discussions
- Average response time.
New metrics
We introduced two new metrics: Complaint resolution time and Unresolved buyer issues
Complaint resolution time
In this metric:
- we check the average time it took you to accept or reject complaints buyers submitted in the last 30 days
- we do not include complaints related to issues on the carrier's part
- we only grant positive points — see the details in the table.
| Complaint resolution time | Points |
|---|---|
| 14 days or more | Points 0 points |
| less than 14 days | Points 15 points |
| less than 13 days | Points 20 points |
| less than 12 days | Points 25 points |
| less than 11 days | Points 30 points |
| less than 10 days | Points 35 points |
| less than 9 days | Points 40 points |
| less than 8 days | Points 45 points |
| less than 7 days | Points 50 points |
Unresolved buyer issues
In this metric:
- we 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 consider those Allegro Buyer Protection compensations that we have added to your settlements with Allegro — although there might be exceptions to this rule:
- if you have resolved a problematic situation with a buyer (Discussion or complaint) in line with the law and our rules — we may exclude such a compensation from this metric
- if you have not resolved a problematic situation with a buyer (Discussion or complaint) in line with the law and our rules — we may include such a compensation in this metric even though we have not added it to settlements with Allegro.
- we do not include requests related to issues on the part of the carrier
- we only grant negative points — see the details in the table.
| Compensations to Discussions and complaints ratio | 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% to 100% | Points -180 points |
| 100% | Points -200 points |
Other metrics
Timely responses
We still grant points in this metric — based on the percentage of messages from clients and messages in Discussions you manage to answer within 24 hours. However, we modified the way we count points. We also started checking how long it takes you to answer the questions buyers ask through the Ask about purchase option. Check the details in the table.
| How it worked before | How it works from August 26 |
|---|---|
| We granted between 40 and -360 points in this metric. | How it works from August 26 You can get between 50 and -285 points in this metric. |
| This metric did 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 included questions sent using the Ask the seller option on the offer page. | How it works from August 26 This metric also includes answers to the questions buyers ask through the Ask about purchase option displayed next to orders in the Purchase History tab. |
| We granted 4 points for every 1% you achieved above 90% of timely responses. | How it works from August 26 We grant 10 points for every 1% you achieve above 95% of timely responses. |
| We deducted 4 points for every 1% below 90% of timely responses. | How it works from August 26 We deduct 3 points for every 1% below 95% of timely responses. |
| If there were no questions from buyers or messages in Discussions in the last 30 days in your account, we granted you 40 points in this metric. | How it works from August 26 If you have no questions from buyers or messages in Discussions in the last 30 days, in this metric, 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. |
Fast payment refunds
In this metric, we continue to grant points based on the average time it takes you to refund buyers. We only changed the number of points you get for a specific result. Check the details in the table.
| Average refund time | How many points we used to grant | How many points we grant from August 26 |
|---|---|---|
| over 5 days | How many points we used to grant 0 points |
How many points we grant from August 26 0 points |
| 5 days or less | How many points we used to grant 20 points |
How many points we grant from August 26 20 points |
| 4 days or less | How many points we used to grant 30 points |
How many points we grant from August 26 40 points |
| 3 days or less | How many points we used to grant 40 points |
How many points we grant from August 26 60 points |
| 2 days or less | How many points we used to grant 50 points |
How many points we grant from August 26 80 points |
| 1 day or less | How many points we used to grant 60 points |
How many points we grant from August 26 100 points |
On-time dispatch
| How it worked before | How it works from August 26 |
|---|---|
| We granted between 40 and -360 points in this metric. | How it works from August 26 You can earn between 40 and -460 points in this metric. |
| We granted 4 points for every 1% over 90% of orders dispatched as declared. | How it works from August 26 We grant 5 points for each 1% above 92% of orders dispatched as declared. |
| We deducted 4 points for every 1% under 90% of orders dispatched as declared. | How it works from August 26 We deduct 5 points for every 1% below 92% of orders dispatched as declared. |
Terms & Conditions and rules
In this metric, we changed the number of negative points we grant for account suspensions. Check the details in the table.
| How it worked before | How it works from August 26 |
|---|---|
| We deducted 300 points for the first account suspension. For each subsequent instance, we deducted double the number of points. | How it works from August 26 We deduct 300 points for the first and each subsequent account suspension. |
| For the first listing suspension and offer termination, we deducted 200 points. For each subsequent instance, we deducted double the number of points. | How it works from August 26 For the first and each subsequent listing suspension and offer termination, we deduct 200 points. |
| For the first listing suspension, we deducted 150 points. For each subsequent instance, we deducted double the number of points. | How it works from August 26 For the first and each subsequent listing suspension, we deduct 150 points. |
How those changes affect your sales quality scores
You can find out right away. Click the button below to open the dashboard.
What you can do to improve your scores
- Read our article and learn how to score more points in each sales quality metric.
- Check out our Knowledge Base — it contains helpful information on sales quality.
- Follow the Assistant's suggestions — they are unique and customized for your account.
If you prefer to be contacted directly — you can always ask us for help. Use the contact form to send us your question and schedule a call with a consultant!
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