How to achieve good scores in sales quality

In the My Sales Quality tab, we give you points for various aspects of your activity on Allegro. Learn what you can improve in each metric to gain more points.

Recommendations from buyers

Your scores in that metric depend on the recommendation percentage — Recommended and Not recommended ratings (thumbs up and thumbs down). That is why you should try to get good ratings from your buyers. Among other things, pay attention to:

• correct and detailed offer descriptions. Also, use high-quality images and complete the parameters to help buyers learn about the product.
• the way you pack your parcels. Choose the correct packaging dimensions and secure your parcel — it should reach the buyer undamaged.
• fast and timely dispatch, so buyers receive their parcels as quickly as possible
• wide selection of delivery options. With that, buyers will be able to choose the most convenient option.
• contact with buyers. Try to respond to their messages quickly, politely, and accurately. If you know that the order will be delayed or incomplete — inform the buyer about it. You may prevent a negative rating if you explain the situation early enough.

What you can do if you get a negative rating

• You can ask the buyer to change or remove the rating. You can do it by clicking [request to edit rating] in the Ratings Received tab. That way, we will automatically apply this change to your account when the buyer changes or removes the rating.
• You can reply to the Not recommended rating.

• In certain cases, you can contact us and ask to:

  • exclude the rating from your statistics— for example, if the rating results from the delays on the carrier's part
  • remove the rating — for example, if the comment violates our rules or Terms & Conditions.

Unresolved Discussions

In this metric, you lose points for unresolved Discussions — try to avoid them. Clarify issues with the buyer outside the Discussions — for example, through the Message Center. Do your best to reach an agreement — respond calmly and substantively. Do not get carried away by emotions. If a buyer opens the Discussion, try to resolve it. Check what can help you with that.

Timely responses and Average response time

In these metrics, you get points for answering the customer's questions and messages in the Discussions. To gain as many points as possible in those metrics:

• respond in Discussions and to buyers' messages within 24 hours at the latest. The faster you do it, the more points you can gain.
• 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 reasons for your buyers to start a Discussion if you, for example, dispatch parcels on time or use the services of trusted carriers.
• Answer the messages yourself — do not use automatic responses (autoresponders). Customers appreciate the opportunity of contacting you directly.

Fast payment refunds

In this metric, we grant you points for the refunds you send to buyers for their returned orders — the faster you make a refund through Allegro Finance, the more points you gain. 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.

On-time dispatch

We will grant you points in this metric if you dispatch the order as declared, or if it is delivered by the estimated delivery time displayed to the buyer in the offer at the moment of purchase. To get them, make sure you:

• declare achievable dispatch times in your offers. 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.
• 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. They will not be able to scan them within the time you declared. For that reason, we will not grant you points in the On-time dispatch metric. Learn more about cut-off times.
• cooperate with carriers that are integrated with us. This allows us to track the orders you dispatch. Learn more about integrated carriers.
• dispatch the parcels correctly — for example, add consignment note numbers or provide masked email addresses correctly. Learn what you need to do so that we consider the parcel dispatched.

Fast dispatch

We will grant you points in this metric if you dispatch the order on the day of purchase, or if it is delivered by the estimated delivery time displayed to the buyer in the offer at the moment of purchase. That is why you should:

• declare in your offers to dispatch the parcel immediately or within 24 hours. We only award points in that metric for orders in the offers with that declaration. We will not grant you points if you dispatch orders on the day of purchase, but declared dispatch times in your offers are longer than 24 hours.
• try to organize your daily work in a way that allows you to dispatch as many orders as possible on the day of purchase. You can arrange fixed pickups with the carrier to make it easier. If you want to change the courier's arrival time — use our form.
• if you do not use fixed pickups — 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. They will not be able to scan them within the time you declared. For that reason, we will not grant you points in the On-time dispatch metric. Learn more about cut-off times.
• use the delivery options from integrated carriers. This allows us to track the orders you dispatch. Learn more about integrated carriers.
• 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.

Terms & Conditions and rules

In this metric, you can lose points for violating our Terms & Conditions as well as any other actions that do not comply with our rules. That is why you should:

• read our Terms & Conditions and act accordingly
• use the multimedia guide (available only in Polish) — it will allow you to check the provisions from our Terms & Conditions quickly and conveniently.