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Check how we will calculate points for sales quality on December 24 and 31
Check the details of the changes.
As announced, we will not track the time in which you respond to customer's questions and messages in Discussions on Christmas Eve. It means you can respond to messages received on December 24 until the end of December 27.
On New Year's Eve, we will track your response time as usual. That means you must respond to questions and messages in Discussions sent on December 31 within 24 hours — excluding the public holiday. Failing to do that will have a negative impact on your results in the Timely responses and Average response time metrics.
What else we will change
On Christmas Eve and New Year's Eve, some carriers will work in non-standard hours. That is why, if you get any orders with dispatch time on December 24 and/or 31, and:
- you dispatch those orders as declared — nothing changes for you. We will grant you points in the On-time dispatch metric (and in the case of orders dispatched on the same day they were placed and paid for — also in the Fast dispatch metric) just like before.
- you do not manage to dispatch those orders as declared — we will exclude those orders from the On-time dispatch and Fast dispatch metrics. We will do it within a couple of days. It means that delayed dispatch on those days will not have a negative impact on your sales quality.
