How we award points for each sales quality metric

The maximum number of points you can get is 400. The scoring for each level is available in the table.

Complaint resolution time

In this metric, we check the average time it took you to accept or reject buyer complaints submitted in the last 30 days.

This metric does not include complaints related to issues on the carrier's part.

How we calculate points

We only grant positive points in this metric — you can get a maximum of 50 points for an average complaint resolution time of less than 7 days. Check the details in the table below.

Note

If no customer has issued a complaint in the last 30 days, we will award you the following points:

• 25 points — when you have had fewer than 10 orders in the last 30 days
• 50 points — when you have had 10 or more orders in the last 30 days.

Example

In the last 30 days, the average time you needed to make a complaint decision was 7 days and 8 hours. This result is shorter than 8 days — so you will receive 45 points for it.

Unresolved buyer issues

In this metric, we check the ratio of compensations paid out under the Allegro Buyer Protection program to the number of opened Discussions and complaints within the last 30 days. We consider the compensations from Allegro Buyer Protection that we add to your settlements with Allegro, although there may be exceptions from that rule.

If we notice that a problematic situation with a buyer (Discussion or complaint):

• has been resolved in line with the law and our rules — we will be able to exclude such a compensation from this metric
• has not been resolved in line with the law and our rules — we will be able to include such a compensation in this metric, even if it was not added to your settlements with Allegro.

In this metric, we do not include reports related to issues on the carrier's part.

How we calculate points

In this metric, we grant only negative points — you can get a maximum of -200 points. Check the details in the table below.

Note

If, in the last 30 days, you have had fewer than 3 Discussions and complaints or Allegro Buyer Protection payouts — you will not get negative points.

Example 1

In the last 30 days, your customers opened 7 Discussions, and one buyer submitted a complaint. As a result, we paid 4 compensations under Allegro Buyer Protection.

We calculate your score as follows:

Unresolved buyer issues = 4 payouts from Allegro Buyer Protection / (7 Discussions + 1 complaint) x 100%

Consequently, 50% of your buyer issues are unresolved. You will score -80 points for that result.

Example 2

In the last 30 days, your buyers started 3 Discussions, and one buyer submitted a complaint. As a result, we paid 2 compensations under Allegro Buyer Protection. In this case, you will not get negative points. As per the definition above, you get negative points if you have a total of at least 3 Discussions and complaints in the last 30 days and we have paid your buyers at least 3 compensations under Allegro Buyer Protection.

Timely responses

How we award points in this metric

In this metric, the number of points we grant depends on the percentage of messages from buyers you manage to reply to within 24 hours. We check the response time for questions asked in:

• Discussions
• Message Center, including those via:

  • Ask a question option on the offer page
  • Ask about purchase option displayed next to orders in the Purchase history tab.

In this metric

• You can earn between -285 and 50 points.
• We grant 10 points for each 1% over 95% of timely responses.
• We deduct 3 points for each 1% below 95% of timely responses.

Note

If, in the last 30 days, you have no questions from buyers and no messages in Discussions, 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.

Response times for customer inquiries and Discussion messages are not counted on Saturdays, Sundays, and public holidays – in accordance with the Polish calendar. You can respond to these messages:

• by 11:59 p.m. on Monday — if the buyer sends a message/question on a 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% timely responses to questions from customers and messages in Discussions. That is 2% over 95%, so you will get: 2 x 10 points = 20 points.

Fast payment refunds

In this metric, we check the average number of days it takes you to refund buyers. 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 no customers have returned products in the last 30 days, we will grant you:

• 50 points — if you have had fewer than 10 orders in the last 30 days
• 100 points — if you have had 10 or more orders in the last 30 days.

We do not grant negative points in this metric.

How we count the points

We award points in this metric depending on the average time you take to refund buyers.

Check in the table below how we count the number of days we account for in your average rating.

* 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 60 points.

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.

On-time dispatch

In this metric, we check the number of orders that have been:

• dispatched in accordance with the time declared in the offer or
• delivered no later than on the estimated day of delivery that the buyer saw in the offer at the moment of purchase.

We divide this number by the total number of your orders (for which 28 days have not yet passed from the declared dispatch date or estimated delivery date) and multiply the result by 100%. That way, we get the percentage of orders dispatched on time.

For orders that include products from multiple offers, we take into account the latest dispatch date and the latest estimated delivery time declared in one of these offers.

In that metric, we consider orders for which the dispatch time or expected delivery time displayed in the offer at the moment of purchase expired within the last 28 days. We take into account the later of those dates.

See examples

1. On March 5, a buyer makes a purchase in an offer where you declare dispatch within 2 days. At the moment of purchase, we displayed March 8 as the estimated delivery time in that offer. This means we will include the order made in that offer in the On-time dispatch metric for 28 days, counted from March 9 — that is, to April 5.

2. On March 5, a buyer makes a purchase in an offer where you declare dispatch within 4 days. You need to dispatch that order by 11:59:59 p.m. on March 9. However, you dispatch orders faster than you declare, so at the moment of purchase, we displayed March 7 as the expected delivery time in that offer. In that case, we will include the order made in that offer in the On-time dispatch metric for 28 days, counted from March 10 — that is, to April 6.

In this metric

• You can earn from -460 to 40 points.
• We will give you 5 points for every 1% over 92% of orders dispatched on time.
• We will deduct 5 points for every 1% below 92% of orders dispatched on time.

Example

You have dispatched 96% of orders on time — 4% over the 92% threshold. According to the calculation, you will receive 20 points for this result: 4% x 5 points = 20 points.

Additional information

• You specify the dispatch time in the listing form. We use this information to determine whether you managed to dispatch the order according to the declaration. You can change the dispatch time at any moment: in a single offer or in multiple offers at once.
• We consider the moment of delivery to be the first attempt at delivering it to the buyer, or when the parcel is placed in a parcel locker / at a pickup point.
• You can check the estimated delivery time displayed to the buyer at the moment of purchase in:

    * the [Orders](https://salescenter.allegro.com/orders) tab. Just go to the **Delivery details** section in the selected order.
    * the delivery efficiency report in the **Delivery deadline (On-time dispatch)** — [learn more](https://help.allegro.com/en/sell/a/what-you-can-find-in-the-delivery-efficiency-tab-2Ybra6jPATR#what-you-can-find-in-the-delivery-efficiency-report).

Fast dispatch

In this metric, we check the number of orders made in offers with declared immediate or 1-day dispatch, and:

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

We divide this number by the total number of your orders (for which 28 days have not yet passed from the declared dispatch date or estimated delivery date) and multiply the result by 100%. That way, we get the percentage of orders with fast dispatch.

For orders that include products from multiple offers, we take into account the latest dispatch date and the latest estimated delivery time declared in one of these offers.

In that metric, we consider orders for which the dispatch time or expected delivery time displayed in the offer at the moment of purchase expired within the last 28 days. We take into account the later of those dates.

See an example

On March 5, a buyer makes a purchase in an offer where you declare immediate dispatch. At the moment of purchase, we displayed March 6 as the estimated delivery time in that offer. This means we will include the order made in that offer in the Fast dispatch metric for 28 days, counted from March 7 — that is, to April 3.

How many points you can get

You can get 160 points — the maximum possible amount — starting from 54% of orders dispatched on the same day.

How we count the points

In this metric, you will receive 3 points for every 1% of orders with fast dispatch. We do not grant negative points in this metric.

Example

You declare dispatch within 24 hours in all your offers. In the past 28 days, buyers placed 1,000 orders in these offers. You managed to dispatch 250 of them on the day of purchase. They make up 25% of all your orders. You will receive 3 points for every 1% of orders with dispatch within 24 hours, that is: 3 points x 25% = 75 points.

Additional information

• You specify the dispatch time in the listing form. We use this information to determine whether you managed to dispatch the order according to the declaration. You can change the dispatch time at any moment: in a single offer or in multiple offers at once.
• The time that carriers need to deliver parcels may change. That is why we check to make sure we have the correct data every day. If not — we update it. You can check the up-to-date information about the shipping time for the delivery options available on Allegro on this page.
• We consider the moment of delivery to be the first attempt at delivering it to the buyer, or when the parcel is placed in a parcel locker / at a pickup point.
• When we calculate the delivery deadline in the Fast dispatch metric, we take into account the shipping time that was up-to-date at the moment of placing an order. It means that it could be different than the one you see on the page with shipping times.
• Information about the date by which the parcel must be delivered so that we can grant points in the Fast dispatch metric is available in the delivery efficiency report in the Delivery deadline (Fast dispatch) column. It is the date of the longest shipping time for the delivery option selected during the purchase, counted from the moment of paying for the order.
• You can check the estimated delivery time displayed to the buyer at the moment of purchase in:
  • the Orders tab. Just go to the Delivery details section in the selected order.
  • the delivery efficiency report in the Delivery deadline (On-time dispatch) column — learn more.

Terms & Conditions and rules

In this metric, we check whether your actions over the past 30 days comply with our rules. It applies to the Allegro Terms & Conditions and the Terms & Conditions of our other services you use — for example, REST API. If you violate the rules, you will lose points in this metric. You can learn more on violations in the Rules and restrictions tab. See below for what we can deduct points.

How we count the points

Account suspension

For the first and each subsequent account suspension, we will deduct 300 points.

Listing suspension and termination of offers

For the first and each subsequent listing suspension and termination of offers, we will deduct 200 points.

Listing suspension

For the first and each subsequent listing suspension, we will deduct 150 points.

Warnings

You will lose 50 points for the first warning. For each subsequent warning, we will deduct another 50 points.

Removed offers

• We check whether we have removed your offers over the past 30 days due to any violation of the rules applicable on Allegro.
• We divide those 30 days into 5 weeks — each of them runs from Monday until Sunday.
• We deduct points for the numbers of weeks in which we removed offers — not for 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.

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.