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How we award points for each sales quality metric
See what aspects of your activity on Allegro we rate within each metric.
In this metric, we check the percentage of buyers who have recommended you as a seller over the past 30 days. We can take into account ratings from the same buyer, provided that they were added for purchases made at least 3 days apart.
How many points you can get
| Maximum number of points | Minimum number of points |
|---|---|
| 100 points | Minimum number of points -1960 points |
How we count the points
For recommendations on allegro.pl:
- You will get 5 points for every 0.1% over 98% of the recommendations from buyers.
- We will deduct 2 points for every 0.1% below 98% of the recommendations from buyers.
For recommendations on allegro.cz, allegro.sk, and allegro.hu:
- You will get 2 points for every 0.1% over 95% of the recommendations from buyers.
- We will deduct 2 points for every 0.1% below 95% of the recommendations from buyers.
Points for the recommendations you earn in each of the marketplaces will be calculated in proportion to all the recommendations and totaled.
Example 1
You only sell on allegro.pl where 98.5% of buyers recommend purchases from you. You will receive 25 points. You will get 5 points for each 0.1% over 98%, i.e., 5 points x 5 = 25 points.
Example 2
You sell in three marketplaces.
- On allegro.pl, 160 buyers rated purchases from you. 99% of those buyers recommend them. You get 50 points.
- On allegro.cz, 20 buyers rated purchases from you. 90% of those buyers recommend them. We deduct 100 points.
- On allegro.sk, purchases from you were rated by 65 buyers. 96.5% of those buyers recommend them. You get 30 points.
We calculate these three results in proportion to the number of all ratings (160 ratings from allegro.pl + 20 ratings from allegro.cz + 65 ratings from allegro.sk = 245 ratings). This means that for recommendations from:
- allegro.pl you will get: 50 points x (160 ratings from allegro.pl : 245 of all ratings) = 50 x 0.65 = 32.5 points ≈ 33 points
- allegro.cz you will get: -10 points x (20 ratings from allegro.cz : 245 of all ratings) = -10 x 0.08 = -8 points
- allegro.sk you will get: 30 points x (65 ratings from allegro.sk : 245 of all ratings) = 30 x 0.265 = 7.95 points ≈ 8 points
Points from each marketplace are rounded to whole numbers to your advantage. Next, we total the points from each marketplace: 33 + (-8) + 8 = 33 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| from 75 points | Score Super |
| from 50 to 74 points | Score Good |
| from 0 to 49 points | Score Neutral |
| from -60 to -1 points | Score Needs improvement |
| below -60 points | Score Unacceptable |
Additional information
Learn, how we calculate the recommendation percentage.
Unresolved Discussions
In this metric, we check the ratio of unresolved Discussions against the number of orders over the last 30 days.
How we count the points
In this metric, we grant negative points only. We subtract points depending on the ratio of unresolved Discussions to the number of orders from the last 30 days. We round the result to the first decimal place and subtract 20 points for each 0.1% of unresolved Discussions. It means that if your result is 0.2% — we will subtract 40 points, for 0.3% — we will subtract 60 points, and so on.
We do not subtract points if the ratio of unresolved Discussions to the number of orders from the last 30 days is less than 0.05%.
Example
The ratio of your unresolved Discussions to the number of orders from the last 30 days is 0.053%. We round the result to the first decimal place and get 0.1%. We will subtract 20 points for this result.
What the point thresholds are
| Threshold | Score |
|---|---|
| 0 | Score Super |
| 0.2% and less | Score Needs improvement |
| more than 0.2% | Score Unacceptable |
Timely responses
In this metric, we check the percentage of questions from buyers and messages in Discussions over the past 30 days where buyers received a response from you within 24 hours.
If over the past 30 days, you have had no questions from buyers and no messages in Discussions, you will not receive any points in this metric. You will however receive them in the following metrics: No questions from buyers and No messages in Discussions.
This percentage includes:
- messages and Discussions where your time to respond has expired. We do not include in this metric the messages and Discussions that you can still respond to in the prescribed time.
- messages sent by buyers via the Ask a question option on the offer page.
- Your responses sent by email (to the buyer’s encrypted email address at the @allegromail.pl domain) or via the Message Center.
How many points you can get
| Maximum number of points | Minimum number of points |
|---|---|
| 40 points | Minimum number of points -450 points |
How we count the points
- You will receive 4 points for every 1% you achieve over 90% of timely responses.
- We will deduct 5 points for every 1% below 90% of timely responses.
We do not count the response time in Discussions and to buyers' messages on Saturdays, Sundays, and public holidays (according to the Polish holiday calendar). You can respond to these messages:
- by 11:59 p.m. on Monday — if the buyer sends a message/question on Saturday or Sunday
- by 11:59 p.m. on the next working day — if the buyer sends a message/question on a public holiday.
Example
You have 97% of timely responses to questions from customers and messages in Discussions. This is 7% over the 90% threshold, so you will receive: 7 x 4 points = 28 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| 100% | Score Super |
| from 98% | Score Good |
| from 80% | Score Needs improvement |
| less than 80% | Score Unacceptable |
Average response time
In this metric, we check the average time in which buyers received your first response to:
- messages sent over the past 30 days via the Ask a question option on the offer page. We will include your responses sent by email (to the buyer’s encrypted email address at the @allegromail.pl domain) or through the Message Center.
- messages in Discussions started over the past 30 days.
If over the past 30 days, you have had no questions from buyers and no messages in Discussions, you will not receive any points in this metric. You will receive them in the following metrics: No questions from buyers and No messages in Discussions.
How many points you can get
| Maximum number of points | Minimum number of points |
|---|---|
| 100 points | Minimum number of points 0 points |
How we count the points
You will earn points if your average response time is less than 24 hours. You will get 5 points for every full hour under 24 hours. We do not grant negative points in this metric.
Your average response time in Discussions and to buyers’ messages is rounded up to full hours. Thus, when your average response time is below 4 hours, you will gain the maximum number of points.
We do not count the response time in Discussions and to buyers' messages on Saturdays, Sundays, and public holidays (according to the Polish holiday calendar). You can respond to such messages:
- by 11:59 p.m. on Monday — if the buyer sends a message/question on Saturday or Sunday
- by 11:59 p.m. on the next working day — if the buyer sends a message/question on a public holiday.
Example
Your average time of responding to customers’ messages is 9 hours and 40 minutes. We will round this result to 10 hours, and for every hour under 24 hours, you will receive 5 points: 14 hours x 5 points = 70 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| 4 hours and less | Score Super |
| 8 hours and less | Score Good |
| 16 hours and less | Score Neutral |
| 24 hours and less | Score Needs improvement |
| over 24 hours | Score Unacceptable |
No questions from buyers
You will receive points in this metric if no buyer has contacted you via the Ask a question option on the offer page.
If you get at least one message — you will not receive points in this metric. In this case, you will receive points in the following metrics: Timely responses and Average response time.
How we count the points
You can earn up to 70 points in this metric. We award points depending on the number of offers. If you have:
- 9 offers or less — you will receive 10 points
- 10 offers or more — you will receive 15 points
- 100 offers or more — you will receive 30 points
- 200 offers or more — you will receive 40 points
- 300 offers or more — you will receive 50 points
- 400 offers or more — you will receive 60 points
- 500 offers or more — you will receive 70 points.
Example
Over the past 30 days, buyers have not asked you any questions and have not sent you any messages in Discussions. You have 356 offers in your account, so you will receive 50 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| 500 offers and more | Score Super |
| from 100 to 499 offers | Score Good |
| 99 offers or less | Score Neutral |
No messages in Discussions
You will receive points in this metric if you have had no messages in Discussions over the past 30 days.
If you get at least one message — you will not receive points in this metric. In this case, you will receive points in the following metrics: Timely responses and Average response time.
How we count the points
You can earn up to 70 points in this metric. We will award them depending on the number of orders. If you have:
- 9 orders or less — you will receive 10 points
- 10 orders or more — you will receive 15 points
- 100 orders or more — you will receive 30 points
- 200 orders or more — you will receive 40 points
- 300 orders or more — you will receive 50 points
- 400 orders or more — you will receive 60 points
- 500 orders or more — you will receive 70 points.
Example
Over the past 30 days, buyers have not asked you any questions and have not sent you any messages in Discussions. However, you have had 89 orders over the past 30 days — for this result, you will receive 15 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| 500 orders and more | Score Super |
| from 100 to 499 orders | Score Good |
| 99 orders or less | Score Neutral |
Fast payment refunds
In this metric, we check the average number of days it takes you to refund buyers via Allegro Finance. We take into account the time of refunds for orders that buyers have returned over the past 30 days.
We count the time starting from the moment you get the return parcel. We consider only the returns due to withdrawal from the agreement, and with the status that confirms you have collected the return parcel.
If your buyers have not returned any orders, you will not receive any points in this metric. In this case, you will receive points in No returns from buyers.
How many points you can get
| Maximum number of points | Minimum number of points |
|---|---|
| 60 points | Minimum number of points 0 points |
How we count the points
We award points in this metric depending on the average time you take to refund buyers. If the average time is:
- shorter than 1 day — you will receive 60 points
- shorter than 2 days — you will receive 50 points
- shorter than 3 days — you will receive 40 points
- shorter than 4 days — you will receive 30 points
- shorter than 5 days — you will receive 20 points.
You will not receive any points for a refund time equal to or longer than 5 days. We do not grant negative points in this metric.
Check in the table below how we count the number of days we account for in your average rating.
| When you refund the buyer | The number of days we account for to calculate the average |
|---|---|
| by 11:59 p.m. on the return collection day | The number of days we account for to calculate the average 0 |
| by 11:59 p.m. on the day following the return collection | The number of days we account for to calculate the average 1 |
| by 11:59 p.m. 2 days after the return collection | The number of days we account for to calculate the average 2 |
| by 11:59 p.m. 3 days after the return collection | The number of days we account for to calculate the average 3 |
| by 11:59 p.m. 4 days after the return collection | The number of days we account for to calculate the average 4 |
| after the buyer lets you know about the return, but before you receive the return parcel | The number of days we account for to calculate the average 0 |
| on the day the buyer lets you know about the return — when they do not need to send back their order* | The number of days we account for to calculate the average 0 |
| on the days following the buyer letting you know about the return — when they do not send back their order* | The number of days we account for to calculate the average not included |
* When you agree to refund the buyer without them sending back the order.
Example
Your average refund time is 2 days and a half from receiving the return parcel. It is less than 3 days and you will receive 40 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| less than 1 day | Score Super |
| 3 days or less | Score Good |
| 5 days or less | Score Neutral |
| 14 days or less | Score Needs improvement |
| more than 14 days | Score Unacceptable |
Additional information
- We do not consider returns due to complaints or order cancelations.
- If buyers return their orders in multiple parcels, we count the refund time from the moment you collect the last parcel.
- We can check the status of the return parcel only if the buyer selects one of the carriers we suggest in the return form. If the seller uses the option: Dispatch on my own, we are not able to check the status of such a parcel. That is why we will not consider parcels dispatched with that option in the metric.
- We count the time for this metric in calendar days.
- If you refund the buyer in any different way than through Allegro Finance, we will not consider this refund in this metric.
No returns from buyers
You will receive points in this metric if no buyers have returned any orders over the past 30 days.
With even one return, you will not receive any points in this metric. In this case, you will receive points in the Fast payment refunds metric.
How we count the points
You can earn up to 60 points in this metric, depending on the total number of orders over the past 30 days. If you have:
- 200 orders or more — you will receive 60 points
- from 150 to 199 orders — you will receive 50 points
- from 100 to 149 orders — you will receive 40 points
- from 50 to 99 orders — you will receive 30 points
- from 10 to 49 orders — you will receive 20 points.
If you have less than 10 orders over the past 30 days, you will not receive any points in this metric.
Example
Over the past 30 days, buyers have placed 129 orders and have not made any returns. You will receive 40 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| 200 orders and more | Score Super |
| from 100 to 199 orders | Score Good |
| 99 orders or less | Score Neutral |
On-time dispatch
In this metric, we check the percentage of orders over the past 28 days that you have dispatched in the time specified in the offer. For orders that include products from different offers, we take into account the latest dispatch date declared in one of these offers.
Learn when we consider the parcel as dispatched and grant points for it in the sales quality.
How many points you can get
| Maximum number of points | Minimum number of points |
|---|---|
| 40 points | Minimum number of points -270 points |
How we count the points
- You will receive 4 points for every 1% you achieve over 90% of orders dispatched as declared.
- We will deduct 3 points for every 1% below 90% of orders dispatched as declared.
Example
You have 96% of parcels dispatched in a timely manner — which is 6% over the 90% threshold. You will receive 24 points for this result, as calculated below: 6 x 4 points = 24 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| from 98% | Score Super |
| from 95% | Score Good |
| from 90% | Score Neutral |
| from 50% | Score Needs improvement |
| less than 50% | Score Unacceptable |
Additional information
For orders with the POD delivery option, we calculate the time for adding the tracking number from the moment the buyer completes the delivery form.
Fast dispatch
In this metric, we check the percentage of orders over the past 28 days that you have dispatched on the day of purchase.
We calculate: how many orders you dispatch on the same day — for offers with the declared dispatch time immediately or within 24 hours — in relation to all your orders (regardless of the declared dispatch time).
How many points you can get
| Maximum number of points | Minimum number of points |
|---|---|
| 160 points | Minimum number of points 0 points |
How we count the points
In this metric, you will receive 3 points for every 1% of orders with same-day dispatch. We do not grant negative points in this metric.
Example
You declare order dispatch within one day in all offers. Over the last 28 days, buyers have placed 1,000 orders in your offers. You managed to dispatch 250 of them on the day of purchase. They make 25% of your overall orders. You will gain 3 points for each 1% of orders with same-day dispatch, that is 3 points x 25% = 75 points.
What the point thresholds are
| Threshold | Score |
|---|---|
| from 50% | Score Super |
| from 20% | Score Good |
| less than 20% | Score Neutral |
Terms & Conditions and rules
In this metric, we check whether your actions over the past 30 days comply with our Terms & Conditions and regulations. If not, you will lose points in this metric. Read below why we may deduct points.
How we count the points
Account suspension
You will lose 300 points for the first suspension. For every subsequent suspension, we subtract double the points.
Listing suspension and termination of offers
You will lose 200 points for the first listing suspension and termination of offers. For every subsequent suspension, we subtract double the points.
Listing suspension
You will lose 150 points for the first suspension. For every subsequent suspension, we subtract double the points.
Warnings
You will lose 80 points for the first warning. For each subsequent warning, we will deduct another 80 points.
Removed offers
- We check whether we have removed your offers over the past 30 days (divided into 5 weekly periods) due to any violation of the rules applicable on Allegro.
- We take into account unique weekly periods, not the number of removed offers.
- For the first week with removed offers (regardless of how many), we deduct 20 points.
- For every subsequent week with removed offers, we deduct double the points.
- We can deduct a maximum of 320 points for removed offers. Check the details below.
Weekly periods:
- first week — from the current date until the 7th day back
- second week — 8th to 14th day back
- third week — 15th to 21st day back
- fourth week — 22nd to 28th day back
- fifth week — 29th to 30th day back.
| How many weekly periods we removed your offers in | How many points you will lose |
|---|---|
| 1 | How many points you will lose -20 |
| 2 | How many points you will lose -40 |
| 3 | How many points you will lose -80 |
| 4 | How many points you will lose -160 |
| 5 | How many points you will lose -320 |
Example
- In the first week, we removed 10 of your offers. You will get -20 points for the removal of offers in one weekly period.
- In the third week, we removed 15 of your offers. It is the second weekly period in which we remove your offers. Thus, we will double the number of negative points you get: -20 points x 2 = -40 points.
- In the fourth week, we removed 5 of your offers. It is the third weekly period in which we remove your offers. As a consequence, we will again double the number of negative points you get: -40 points x 2 = -80 points.
It means you will lose 80 points for removed offers this month — for removals in 3 weekly periods.
Offers removed for serious violations
We count the number of days (over the past 30 days) in which we have removed at least one of your offers as a result of such a violation. You will lose 150 points on the first day when we remove your offer for serious violations. For each subsequent day, you will lose another 150 points.
