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.

Complaint resolution time (new metric from August 26)

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 will not include complaints related to issues on the carrier's part.

We will only grant positive points in this metric — you can get a maximum of 50 points. We will grant the maximum number of points in this metric for an average complaint resolution time less than 7 days. To get as many points as possible in this metric:

• 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.

Unresolved buyer issues (new metric from August 26)

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.

What else you can do

• See what may help you resolve a Discussion positively.
• Learn what to do when the buyer reports a complaint.
• Find out what you can do when the buyer applies for an Allegro Buyer Protection compensation.

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. After the changes, here we will also include questions from buyers sent through the Ask about purchase option.

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.

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.
• report to us orders dispatched with a delay solely due to the carrier's fault. To send such a report, use the Report a problem with the courier pickup tab — learn how to do it. If we find your report justified, we will exclude the orders dispatched with a delay from your:

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

Fast dispatch

You get points in this metric if the orders placed in offers with declared immediate or 1-day dispatch are:

• dispatched on the day of placing and paying for the order 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.

That is why you should make sure to:

• declare the immediate or 1-day dispatch in your offers. We will not grant you points if you dispatch orders on the day of purchase, but the declared dispatch times in your offers are longer than 1 day.
• 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 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. In that case, they cannot scan the parcel within the time you declared, so you will not fulfill the condition related to the dispatch on the day of placing and paying for the order. 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.
• report to us orders dispatched with a delay solely due to the carrier's fault. To send such a report, use the Report a problem with the courier pickup tab — learn how to do it. If we find your report justified, we will exclude the orders dispatched with a delay from your:

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

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.