Seller Ratings

The seller rating mechanism is designed to provide a transparent and fair evaluation of a seller’s operational performance on the platform. The rating is based on key metrics that reflect the seller’s ability to fulfill orders efficiently, maintain accurate product listings, deliver on time, handle returns, and manage customer satisfaction. These metrics are measured using data derived from past orders and operational performance. The final seller rating is calculated as a weighted average of these metrics, with specific weightages assigned to each based on their importance in the overall customer experience.

Metrics and Weightage Breakdown

1. Fulfillment RateDefinition: Fulfillment rate measures the seller’s ability to fulfill orders in full, meaning the seller is able to provide all the items in an order as requested by the customer. A higher fulfillment rate reflects a seller’s operational reliability and efficiency in processing orders.Weightage: 35.00%

• Formula: Fill Rate = ((Total Orders - Orders Canceled by Seller)/ Total Orders ) x 100
• Impact: A higher fulfillment rate indicates a better seller performance, contributing significantly to the overall rating.

2. On-Time Delivery RateDefinition: On-time delivery rate tracks the percentage of orders that are delivered to customers within the promised time frame. This metric is crucial as it directly influences customer satisfaction, loyalty, and repeat purchases.Weightage: 25.00%

• Formula: On-Time Delivery Rate = (Number of On-Time Deliveries/ Total Delivered Orders)×100
• Impact: Timely delivery is critical for positive customer experience. Sellers with higher on-time delivery rates are viewed as more reliable, which in turn positively impacts their seller rating.

3. Order Accuracy Rate Definition: Order accuracy rate reflects how often sellers ship the correct items as per customer orders. It is vital for minimizing returns and increasing customer trust. The accuracy of the order directly impacts the customer’s satisfaction and likelihood of repeat purchases.This will be determined from the return request raised for the orders

Weightage: 20.00%

• Formula: Order Accuracy Rate = (Number of Accurate Orders / Total Number of Orders)×100
• Impact: High accuracy in order fulfillment is a sign of operational excellence and reduces customer complaints, enhancing the seller’s overall rating.

4. Customer Complaint-Free RateDefinition: Customer Complaint-Free Rate measures the percentage of orders that receive complaints from customers, such as product issues, delivery delays, or other concerns. Weightage: 20.00%

• Formula: Complaint-Free Rate = (Total Orders - Total No of Complaints/ Total Order)×100
• Impact: A lower complaint rate signifies a better customer service experience, and contributes positively to the seller’s rating.

5. Customer review ratingDefinition: The rating given by a customer after the order is delivered, based on their experience with the product and service.

Calculation of Seller Rating

The final seller rating is calculated as an average of the above metrics & the customer review rating