The Seller Performance Program is designed to help you deliver a better customer experience and build trust with your buyers. Souq.com expects sellers to always provide great service that results in a high level of buyer satisfaction.
At Souq.com, Customer Experience is in direct co-relation with the Product quality and Service safety delivered by the sellers on the Marketplace.
This is why the Seller Performance Program is here; to help you deliver a better customer experience and build trust with your buyers. Souq.com expects sellers to always provide great service that results in a high level of buyer satisfaction.
This will help you generate more revenue and happy customers. Meeting and exceeding buyers’ expectations from beginning to end. So Customers will come back to shop with you again and again by securing more sales.
Your Performance Rating on Souq.com is subject to a Monthly Evaluation Cycle and is driven by four (4) elements:
- Your Cancellation Rate
- Your Late Shipment Rate
- Your Return Rate
- And your Negative Feedback Rate
Every first week of the month a New Rating is generated as your Overall Performance Rating, taking into consideration the previous 3 Months Performance. This means that every month, your Overall Performance will be one of the following: Premium, Above Standard, Standard or Below Standard.
To maintain a high bar for customer experience and reduce the risk counterfeit, new sellers will be put on a hold-period of 90 days after their first selling activity on Souq is initiated before they are eligible for a performance evaluation (and/or) category promotions, if applicable.
Remember that it is most important to decrease your high rates on a day-to-day basis for you to view the impact on your Performance along the way.
Scoring and maintaining a Premium Rating in your overall Seller Performance will increase your chances to i) Boost your products visibility on the website, ii) Enable your participation in scheduled Marketing Campaigns, iii) Make you eligible to win the Buy Button, iv) Become a Top Seller on Souq.com and v) Most importantly get Early Payment Release for each sale you make.
On the other hand, if you’re scoring as low as a Below Standard Overall Rating for several months, it will have a negative impact on your seller experience as well as the buyer’s, let alone minimizing your sales, receiving negative feedbacks, narrowing your business growth and perhaps resulting the suspension of your selling privileges.
You can check your Performance Metrics by Scrolling downward on the Selling Center Dashboard for a general Overview of your Performance Ratings.
OR for more details on how your performance Ratings for each element has been calculated, you may revert to your Performance Dashboard, under the Performance Section of your Selling Center Menu.
The Performance Dashboard will show you which Evaluation cycle are you being evaluated on at the present moment and where does your Rating percentage make you stand for the Cancellation, Return, Late Shipment and Negative Feedback Rates along with a Week over Week Graph for your reference to view which week has actually made you improve or fail in regards to your performance metrics.
You can also click on any of the “How to Reduce Your Performance Rate” links for more tips on how to improve your performance.
Read more about the Seller Performance Metrics