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Sales quality dashboard and metrics
What you will find in the My Sales Quality tab
In the My Sales Quality tab, you can check detailed information on your activity on Allegro. That data shows the areas you succeed in and the ones you should improve.
In the My Sales Quality tab, you can check detailed information on your activity on Allegro. That data shows the areas you succeed in and the ones you should improve. There, you will also find useful tips that may help you improve your scores.
What the sales quality is
The sales quality is an overall rating of your activity on Allegro. We calculate it based on the data from your account concerning, for example, your contact with customers, delivery speed, or buyer satisfaction. We convert this data into points that we grant in specific metrics. That way we know whether your sales quality is at the Super or Needs improvement level.
How we calculate points for the sales quality
- We grant points in 8 metrics and recalculate them every day. For most of the metrics, we calculate points based on data from the last 30 days. There are two exceptions: On-time dispatch and Fast dispatch. For those metrics, we grant points based on data from the last 28 days.
- The score displayed in the My Sales Quality tab is calculated for the previous day (from the data we collect between 00:00 a.m. and 11:59 p.m.).
- We display points for the sales quality only to those sellers who had at least 1 active offer within the last 30 days.
- Note that the score is calculated only for an account from which you access the tab. If you have several accounts, you can check your sales quality score for a specific account when you sign in to it.
- Only you can see your sales quality score. We do not share your scores with others.
- Within the sales quality, we grant points for your activity in each marketplace. That is why, if you sell in foreign marketplaces, in the My Sales Quality tab, you see scores we calculate based on data from all marketplaces.
How many points you can earn
You can get a total of 500 points for the sales quality. Depending on the number of points you gain, we will determine your sales quality level.
| Points | Your sales quality score |
|---|---|
| from 413 to 500 points | Your sales quality score Super + |
| from 285 to 412 points | Your sales quality score Super |
| from 100 to 284 points | Your sales quality score Good |
| from 0 to 99 points | Your sales quality score Neutral |
| from -3000 to -1 points | Your sales quality score Needs improvement |
| below -3000 | Your sales quality score Unacceptable |
Check in the table below how many points you can get for each metric.
| Points | Points you can get |
|---|---|
| Recommendations from buyers | Points you can get 100 points |
| Unresolved Discussions | Points you can get in this metric, you do not get points — we can only deduct them |
| Timely responses | Points you can get 40 points |
| Average response time | Points you can get 100 points |
| Fast payment refunds | Points you can get 60 points |
| On-time dispatch | Points you can get 40 points |
| Fast dispatch | Points you can get 160 points |
| Terms & Conditions and rules | Points you can get in this metric, you do not get points — we can only deduct them |
If in the last 30 days:
- you have not received any questions from buyers or messages in Discussions — you will not get points in the following metrics: Timely responses and Average response time. You will receive them in the following metrics: No questions from buyers and No messages in Discussions. In each of them, you can get a total of 70 points.
- none of your customers has returned their order — you will not get points in the Fast payment refunds metric. We will grant them in the No returns from buyers metric. In this metric, you can get a total of 60 points.
Where you can check your current score
You can check it in the My Sales Quality tab, in the Your sales quality level section. There, you can also check how your sales quality level has evolved in the last 30 days. When you hover the cursor over a selected point on the graph, you will see more details.
If you click [download report], you will download a file containing even more information about your sales quality. For example, how your scores in specific metrics have changed in the last 30 days. Besides, you will find there more data based on which we deduct points in the Terms & Conditions and rules metric.
Why you should pursue the best results possible
If you offer high-quality service and quickly dispatch orders, buyers are more likely to buy in your offers. In addition, a high sales quality level may help you build a good relationship with buyers. That, in turn, may encourage customers to come back and recommend shopping at your store.
Note that your sales quality influences not only your customers' shopping experience. It may also be very beneficial for you.
- The higher your sales quality is, the higher your offers are in the search results sorted by relevance.
If your overall sales quality is Super +:
- you are eligible for preferential conditions in the Deal Zone
- replying to your reports and questions will be of highest priority for us.
If your overall sales quality is Neutral or higher, you can:
- get the Smart! badge for your offers
- submit your offers for the campaigns within the Deal Zone
- get the transaction rebate (commission refund) automatically
- join the AlleDiscount program
- participate in Allegro Days
- join the Allegro Prices program
- share offers in foreign marketplaces
- get the GREAT PRICE badge in your offers.
If your overall sales quality is lower than Neutral, we can suspend your account.
How to download a report for each metric
You can download a detailed report for each metric. It will help you learn based on what data we have calculated points in a given metric.
To download a report:
- Go to the My Sales Quality tab and click details below the name of a given metric.
- We will display a side dashboard with detailed information about the given metric.
- In the side dashboard, click [download report].
- Done! The report will be saved on your computer.
What you can learn in the Super Seller section
In the Super Seller section, you can check:
- whether you have the Super Seller title
- for how many of the last 30 days you have maintained the sales quality level of Super or Super +
- for how many of the last 30 days you have maintained a sales quality level not lower than Good.
How we make the best sellers stand out
On the offer page, in the About Seller section, we display the sub-section called The seller is characterized by. If you meet specified conditions, we will display three badges:
- Dispatching orders quickly
- Replying to queries quickly
- Making refunds quickly.
They will help buyers know which seller stands out from the rest in terms of these three aspects of activity on Allegro.
How to get the badge
We grant the badges automatically. If in the My Sales Quality dashboard you have the result Super in the metric:
- Fast dispatch — we will grant you the Dispatching orders quickly badge
- Average response time — we will grant you the Replying to queries quickly badge
- Fast payment refunds — we will grant you the Making refunds quickly badge.
In the Average response time metric, we take into account the time in which you respond to questions buyers ask through the Ask a question option and in Discussions. Learn more.
Depending on the number of metrics you have the result Super in — we may display one, two, or three badges in the About Seller section. We will display them in all your offers as long as the score in these metrics does not fall below Super.
When we can add or deduct points for the sales quality
In the My Sales Quality tab, we can add extra points or deduct them in extraordinary situations. That concerns, for example, the situations when:
- you file a complaint about our actions — for example, you disagree with why we have removed your offer. If we uphold the complaint, we add the points to the metric from which we took them away earlier.
- we exclude recommendations and ratings from buyers from your statistics — learn more.
We automatically exclude the first negative rating you receive from the Recommendations from buyers metric. We exclude each new negative rating at least 30 days after excluding the previous one. It refers to ratings:
- in which buyers state that they do not recommend shopping from you and
- that were not removed or excluded for another reason before.
Once we exclude such a rating, buyers will still see it on your Ratings list. We will also include it in your recommendation percentage. Only you will know that a given rating is not included in your average sales rating.
You will see information about the excluded rating in:
- the Ratings received tab. You will see the following message next to the excluded rating: The first negative review in the last 30 days does not affect the quality of your sales.
- the report for the Recommendations from buyers metric. To download it:
- Go to the My Sales Quality tab.
- Click details next to the Recommendations from buyers metric.
- Click [download report].
- Once the file is saved on your device — open it.
- Check the Reason for exclusion column. The excluded rating will be described as: First negative rating in the last 30 days.
Frequently asked questions
Yes. To become a Super Seller, you need to meet 4 conditions. Two of them are related to the sales quality level. Learn more about the Super Seller program.
Bear in mind that sales quality is just one of the factors that may influence your sales results. There are others, such as price or delivery time. This is why we cannot guarantee that your sales performance will grow when you raise sales quality.
To calculate these values, we use the Allegro Analytics data. See the details of the process below.
- We check the number of all transactions on Allegro from the last 30 days.
- To each transaction, we assign the sales quality level the seller had at the moment of purchase.
- For each of those 30 days, we check the number of sellers with a given sales quality level.
- We calculate the daily sales value based on those transactions. We convert the value of orders placed in foreign currencies into PLN according to the conversion rate from the day of purchase.
- We divide the daily sales value by the number of sellers (split by their sales quality level).
- The result is the average daily sales value for each sales quality level. Then, we convert it into a percentage value.
- We compare this data and use it as a basis to display how the sales quality level correlates with sales results.
- If your level is Super+, the chart will show how values change between specific levels — between Neutral and Good, Good and Super, and so on.
- If your level is different than Super+, the chart will show how values change between specific levels and your sales quality level.
When we can exclude orders from the sales quality
In some cases, we can exclude orders placed at your store from your sales quality. If we do that, they will not impact your score in the respective metrics.
In the case of delivery-related metrics, we can only exclude the orders that we are able to track from your sales quality. Below, you can learn in what situations we can exclude such orders and what we need to do that.
No courier pick-up
If a courier does not collect your parcels, you may be unable to dispatch orders in the time frame declared in the offers. In that case, you will lose points in the On-time dispatch metric. Your score in the Fast dispatch metric might also decrease. To avoid that, you can contact us and ask us to exclude orders from the sales quality. We will do that if all the conditions below are met.
- You provide us with the numbers of orders that we should exclude.
- You send us the carrier's confirmation stating that the orders with the specified numbers were not collected by a courier. You are not required to provide this confirmation if you order a pick-up for those parcels through Ship with Allegro.
- We are sure that the carrier is solely responsible for the lack of courier pick-up. We will check, for example, if:
- you correctly ordered the courier pick-up with the right date and time
- you dispatched the parcels before the carrier's cut-off time.
The customer's request for a later dispatch time
In that case, we can also exclude orders dispatched after the declared time from your sales quality. You only need to contact us and:
- provide us with the number of the order that was dispatched at a later time at the customer's request
- confirm that the customer requested dispatch at a later time. You can confirm that with:
- information included in the order details by the buyer
- a message from the customer in the Message Center
- a screenshot of the message from the customer with their details — email address and phone number.
Incorrect buyer's details
Buyers who place orders at your store might sometimes provide incorrect details — for example, an address that does not exist. In that case, you might have trouble dispatching a parcel so that it arrives at the time specified in the offer. If this happens and you dispatch the parcel with a delay, such an offer can also be excluded from your sales quality. To make it possible, contact us and:
- provide the number of the order in which the customer used incorrect details
- confirm that you tried to obtain the correct details. You can confirm that with:
- your request sent to the buyer through the Message Center
- a screenshot of your message to the buyer in which you are asking for the correct details. Make sure that the screenshot shows the date and time when the message was sent — thanks to that, we will be able to confirm that you contacted the buyer by the declared time of dispatch.
If you cannot contact the buyer and complete the order — apply for a transaction rebate (sales commission refund). When we grant it, we will automatically exclude that order from your sales quality.
In-store pick-up
If the customer chooses a delivery option while placing an order but eventually declares that they will collect the purchase — we cannot track such an order. For that reason, we can exclude it from your sales quality. You only need to contact us and:
- provide the number of the order in which the customer chose the in-store pick-up option
- confirm the customer collected or will collect the order in person. You can confirm that with:
- information included in the order details by the buyer
- a message from the customer in the Message Center
- a screenshot of the message from the customer with their details — email address and phone number.
Custom-made products
If you sell custom-made products, you need additional information from buyers. If a buyer does not provide it on time, you might have trouble dispatching a parcel at the time specified in the offer. If this happens and you dispatch the parcel with a delay, such an offer can also be excluded from your sales quality. To make it possible, contact us and:
- send the number of the order for which additional information must be provided
- confirm that you tried to obtain the this information. You can confirm that with:
- your request sent to the buyer through the Message Center
- a screenshot of your message to the buyer in which you asked for necessary information. Make sure that the screenshot shows the date and time when the message was sent — thanks to that, we will be able to confirm that you contacted the buyer by the declared time of dispatch.
If you cannot contact the buyer and complete the order — apply for a transaction rebate (sales commission refund). When we grant it, we will automatically exclude that order from your sales quality.
We can exclude orders placed at your store from your sales quality in other circumstances as well — not only those described above. If you are not at fault for not dispatching parcels on time — contact us. If we can confirm that you are not responsible for the delayed dispatch, we will exclude those orders from your sales quality.
Where you can check if we have excluded an order from your sales quality
You can check that in the report for the On-time dispatch metric.
To do this:
- Go to the My Sales Quality dashboard.
- Select details next to the On-time dispatch metric.
- In the window on the right, click [download report].
- The report file will be saved on your device.
- Open it and go to the Orders spreadsheet.
- Use filters and in the Order counts towards Sales Quality column, search for orders with the No value.
- Done! You will see the list of orders that we excluded from your sales quality.
What offers we automatically exclude from your sales quality
For some delivery options, we are not able to check the delivery status. That is why we exclude orders dispatched with those options from the On-time dispatch and Fast dispatch metrics.
This applies to the following delivery options:
- Delivery and price to be agreed with the seller
- Delivery by the seller
- Economy letter
- Priority letter
- Personal pick-up from the seller
- Email delivery — to any country
- all delivery options to Portugal
- Magyar Posta.
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.
My account has been suspended for low sales quality. What do I do?
We constantly monitor the sales quality on Allegro. We may suspend your account due to poor sales quality. Check how you will learn about your account suspension and what steps you can take.
We constantly monitor the sales quality on Allegro. We consider comments, discussions, and the My Sales Quality dashboard among other things.
Possible reasons for account suspension
We may suspend your account for decline in sales quality, especially for:
- negative comments and a low average rating
- unresolved discussions and a high number of reported problems in respect to the number of orders
- warnings, notices for listing offers violating terms and conditions, and their removals
- long response time in discussions (over 24 hours)
- decline in quality in the My Sales Quality dashboard below neutral.
Legal basis
You can find all details in Articles 2.13, 10.1, and 10.7 to the Allegro Terms & Conditions.
What are the consequences of account suspension
If your account gets suspended, we may impose the following limitations:
- We will initially keep your active offers but will remove some of them every day. You will not be able to list new offers, but you can still buy from others.
- We will terminate all your active offers. You will not be able to list new offers, but you can still purchase from others.
- We will remove all your offers. You will not be able to list new offers or purchase from others.
Check what you can do on a suspended account.
How to recover an account
In the email where we inform you about your account suspension, you will also receive a link. Click it to check the details of the suspension and the conditions of further cooperation.
If you want us to lift the suspension as soon as possible, you can take the following steps:
- in discussions, provide a document confirming that you have honored your commitments ― for example, dispatched a parcel or returned money
- in discussions where you cannot provide such documents, describe a solution to a given problem in detail
- contact buyers who have given you negative ratings and solve their transactional problems. Next, you can ask them to remove their rating.
We consider every request for suspension removal individually.
How to achieve good scores in sales quality
Learn what you can improve in each metric to gain more points.
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
In this metric, we grant you points for dispatching orders within the time you declare in your offers. 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
In this metric, you will gain points for orders dispatched on the day of purchase — the more orders you dispatch in that manner, the more points you will get. 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.
