Seller Performance Overview

Souq.com expects sellers to always provide great service that results in a high level of buyer satisfactions. This includes meeting and exceeding buyers expectations by providing excellent customer service from beginning to end.

As a seller, you’re expected to:

  • Not to cancel orders by syncing your Souq.com inventory with your the actual offline inventory.
  • Not to have returns by shipping genuine items and match the description in the listing.
  • Not shipping orders beyond the handling time by dropping items at the couriers hub instead of waiting the courier for pick up.
  • Not to have negative feedback from buyers for any giving reason by providing a great experience.

Keep in mind, too, that if you don’t meet buyers’ expectations, it can lead to:

  • A bad experience for you and buyers.
  • Receive Negative Feedback from buyers.
  • Buyers may request a returns or report that items was not received.
  • Buyers may ask us to step in and help with a transaction issue.

You can see how you’re performing in all the performance metrics in your Performance Dashboard located in your seller account.

For more information on how to provide great customer experience read Improve Seller Performance on Souq.com

Performance Metrics

Cancellation Rate

The percentage of canceled units you’ve sold, vs. the total units you sold.

Example: if you sold 100 unit, and you cancelled 5 unit, your cancellation rate is 5%.

Note: Cancellations rate doesn’t include the Units that buyers have canceled.

Return Rate

The percentage of units returned by the customers post order deliver, vs. the total units you sold.

Example: if you sold 100 units, 2 units got returned, your return rate is 2%.

Note: Return rate doesn’t include units which were not delivered to the customers and were returned to origin, and the units which were returned as per the buyer request without any fault on seller side
Late Shipment Rate

The percentage of shipped units that are shipped beyond the committed handling time, vs. the total units you shipped.

Example: if you shipped 100 units, 3 units were shipped after the handling time you specified, Late Shipments rate is 3%.

What is Handling Time?

Handling time is the time needed for seller to confirm, prepare, pack and ship the order, and its starts the minute you receive a sales order. Handling time is committed by the seller for all units being sold by them.

Negative Feedback Rate

The percentage or percentage/absolute value of Negative Feedbacks received from buyers, vs. the Total Feedbacks received.

For low volume seller, the Negative Feedback Rate is calculated on absolute value basis, ONLY.

For high volume seller, your Negative Feedback Rate will then be calculated based on either the percentage basis if your Total Feedbacks received is more than >20 or equal to =20 feedbacks or an absolute value basis of the Negative Feedbacks received if your Total Feedbacks received is less than <20 Negative Feedbacks.

Example: If you have received 100 feedbacks, out of which 6 are Negative Feedbacks; your Negative Feedback Rate will be 6%, and your Positive Feedback Rate will then be 94%.

Volume Segments

Souq.com have two volume segments for sellers, Low Volume and High Volume. It’s based on how much sales orders the seller have over the last 3 calendar months cycle. Performance Metrics are different per Volume Segment, for Low Volume sellers Souq.com is using absolute numbers to measure the performance, while Souq.com is using percentages for High Volume Sellers.

Below is a table that represent how souq.com segment the users based on their volumes

Volume Segment No. of sales order
Low Volume Seller Less than 30 orders in the last 3 calendar months
High Volume Seller More than or equal 30 orders in the last 3 calendar months

Performance Segments

Premium Seller

Premium Seller mean that all of your Performance Metrics are within the Premium Performance Segment, nothing in the Below Standard, Standard or Above Standard Performance Segments. You are doing an amazing job, you confirm & ship fast, and you ship good quality products. You can keep holding the Premium Seller Performance by always shipping fast, shipping the right item, without any cancellation or returns.

Above Standard Seller

Above Standard Seller mean that all of your Performance Metrics are within the Above Standard Performance Segment or higher, while nothing is in the Below Standard nor in the Standard Performance Segments.  You are doing good but you can still perform better and build up your trust with buyers. For example, if your cancellation rate is above standard, you should always match Units quantities between your physical inventory with Souq.com inventory on a daily basis, so you only sell what’s available in stock at your warehouse/shop.

Read: How to Improve Your Performance And Become a Premium Seller On Souq.com

Standard Seller

Standard Seller mean that all of your Performance Metrics is/are within the Standard Performance Segment or higher, while nothing is in the Below Standard Performance Segment. Your performance is considered as fair but there is a room for improvement to enhance the metrics. For example, if your return rate is Standard, you should double check and ensure that description of all the listed products on the website match to the product you actually have in your inventory/shop.

Read How to Improve Seller Performance On Souq.com

Below Standard Seller

Below Standard Seller mean that at least one (or more) of your Performance Metrics is/are NOT performing well and you should take immediate actions to enhance your performance for each metric, noting that if your performance stayed in the Below Standard segment Souq.com might restrict or suspend your seller account. for example, if your Late Shipment Rate is Below Standard, you should accept new orders as soon as  you get them, pack them, and ship them to the courier within the handling time, This is required!.

Read How to Improve Seller Performance On Souq.com

Performance Thresholds

Each metric have different thresholds that decides the related performance segment. Basis on your account activities and the evaluation results for the 4 performance main metrics, Souq.com assign your seller account under one of the performance segment below that represent how great your service is. 

All sellers are expected to be in the Above Standard or Premium segments.

For Low Volume Sellers (Selling less than 30 orders in the last 3 calendar months) we calculated performance basis quantity and the maximum evaluation segment Low Volume Sellers can reach to is Above Standard.

Read How to Improve Seller Performance On Souq.com

Souq.com Seller Performance Metrics Cancellation Rate (Quantity) Return Rate (Quantity) Late Shipment Rate (Quantity) Negative Feedback (Quantity)
Below standard >3 >3 >5 >8
Standard ≤3 ≤3 ≤5 ≤8
Above Standard ≤2 ≤2 ≤4 ≤6

For High Volume Sellers (Selling more than or equal 30 orders in the last 3 calendar months) we calculate performance basis percentages.

Souq.com Seller Performance Metrics Cancellation Rate Return Rate Late Shipment Rate Negative Feedback Rate if Total reviews <20 Negative Feedback Rate if Total reviews >20 or =20
Below standard >7.5% >5% >20% >5 >30%
Standard ≤7.5% ≤5% ≤20% ≤5 ≤30%
Above Standard ≤5% ≤4% ≤15% ≤4 ≤20%
Premium ≤2.5% ≤3% ≤10% ≤2 ≤10%

Seller Performance Evaluation Process

Performance Metrics are the metrics that Souq.com uses to measure the seller performance. These metrics were picked basis what matters most to buyers and what effect their satisfaction. 

Performance Metrics are calculated as below:

  • Cancellation Rate = Cancelled Units / Sold Units
  • Return Rate = Returned Units / Sold Units
  • Late Shipment Rate = Late Shipped Units / Shipped Units
  • Negative Feedback Rate = Negative Feedback / Total Feedback

Souq.com has the right to add or change any performance metrics whenever required.

On the 7th of each month, Souq.com conduct the evaluation to all sellers basis the above metrics in the last three calendar months (Evaluation Cycle). For example, if the evaluation is on 7th of Oct, the evaluation cycle will include (Jul, Aug and Sep).

You will receive an email notification to your registration email for each time Souq.com conduct a new evaluation.

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