View Seller Performance Report

To maintain good performance on Newegg Marketplace, sellers performance will be reviewed on a monthly basis.

In the event where sellers account does not meet one or more performance metrics during a particular review period, a warning email will be given requiring remedial actions immediately. If sellers account does not meet performance expectations for two consecutive review periods, sellers account may be at risk of losing selling privileges on Newegg Marketplace.

Seller Performance Metrics Target:

  • Average seller rating at 3 eggs or above
  • Order Defect Rate < 1%
  • Pre-fulfillment Order Void Rate < 2.5%
  • On-time Order Fulfillment Rate = or > 98%
  • Valid Order Tracking Number Rate = or > 95%
  • On-time Order Delivery Rate = or > 95%
  • Refund Rate < 2.5%
  • Customer Message Response Time (Beta) = or > 98%
  • Policy Violation < 1

Evaluation Period:

Seller performance is evaluated daily and will be display on three different sections: 30 Days, 60 Days, and 12 Months

Available platform: Newegg.com, Neweggbusiness.com, Newegg.ca

How-To:

  1. Seller Portal > Business Report > Seller Performance Report
  2. Performance Summary: Consolidated view of latest metrics.
    • Good to keep
    • Anything less than “Good” requires attention, assessment, and action
  3. Performance Details: 
    • All: Default option. Display the performance Metrics of seller account, including both SBS (Shipped by Seller) and SBN (Shipped by Newegg) orders.
    • Shipped by Seller: Display the performance Metrics of SBS (Shipped by Seller) orders.
    • Shipped by Newegg: Display the performance Metrics of SBN (Shipped by Newegg) orders.
  4. Order Defect Rate: The percentage of orders with negative seller rating, unresolved Newegg Marketplace guarantee claim rate, and chargeback rate.  How Newegg measuring:
    • Order Defect Rate = (Negative Seller Rating Rate + Unresolved Newegg Marketplace Guarantee Claim Rate + Chargeback Rate)
      • Negative Seller Rating Rate = Total Order Received Negative Rating Count / Total Invoiced Order Count
      • Unresolved Newegg Marketplace Guarantee Claim Rate = Total Unresolved Claim Order Count/ Total Invoiced Order Count
      • Chargeback Rate = Total Chargeback Order Count / Total Invoiced Order Count
    • Orders with negative seller rating are orders getting 1 or 2 eggs seller ratings from customer review.
    • Unresolved Newegg Marketplace Guarantee Claim Rate.  Customers can file a guarantee claim based on Newegg Marketplace Guarantee Program when they are not satisfied with an order.  High unresolved claim rate will result poor seller performance. Seller can find out more details regarding Newegg Marketplace Guarantee program on our seller faq or customer help.
    • Order chargeback rate.  When a customer disputes an order charged to their credit card with their bank, it’s referred to as an order chargeback request.
    • Total Invoiced Order Count indicates all orders with payment received.
    • When an order was charged back and with negative seller rate, it will be only counted as 1.
  5. Pre-fulfillment Order Void Rate: The percentage of orders voided by the seller.  How Newegg measuring:
    • Pre-Fulfillment Order Void Rate = Total Void Order Count / Total Order Count
      • Total Void Order Count = all orders voided either by seller for any reasons or by system auto void after seller’s allowable order fulfillment time frame expires.
      • Total Orders Count =  all orders passed to sellers for fulfillment.
      • Total Void Order Count & Total Orders Count are both based on the date seller receives the order.
  6. On-time Order Fulfillment Rate: The percentage of orders processed within two business days.  How Newegg measuring:
    • On-time Order Fulfillment Rate (Shipped by Seller Order Only) = Total Orders Shipped in 2 Business Days after Received / Total Invoiced Order Count
      • Total Orders Shipped in 2 Business Days after Received = all the Shipped by Seller orders fulfilled in 2 business days after received.
      • Total Invoiced Order Count = all orders with payment received.
    • IMPORTANT: This measurement is only on Shipped by Seller orders.
  7. Valid Order Tracking Number Rate: A tracking number is a unique number assigned to each package by shipping carrier.  Valid tracking information can help customers to monitor package status and when they can expect to receive their packages.  How Newegg measuring:
    • Valid Order Tracking Number Rate (Shipped by Seller Order Only) = Total Trackable Package Count / Total Package Count
      • Total Trackable Package Count = the number of all trackable packages.  A package is counted as a trackable package when there is at least one physical carrier scan recorded or package delivery time is available.
      • Total Package Count = the total packages you shipped.
    • IMPORTANT: This measurement is only on Shipped by Seller orders.
  8. On-time Order Delivery Rate: It is important for sellers to meet customer’s expectations and delivery requirements. On-time deliveries will increases customers’ trust and overall customer satisfaction.  How Newegg measuring:
    • On-time Order Delivery Rate (Shipped by Seller Order Only) = Total On-time Delivered Orders / Total Trackable Order Count
      • Total On-time Delivered Orders = all packages of an order delivered equal or before the due date. The due date is calculated as the sum of the shipping service selected by customer and the On-time order fulfillment date (2 business days).
      • Total Trackable Order Count = the number of orders with trackable packages.
    • IMPORTANT: This measurement is only on Shipped by Seller orders.
  9. Refund Rate: The percentage of refunds issued for invoiced orders.  How Newegg measuring:
    • Refund Rate = Total Refund Order Count / Total Invoiced Order Count
      • Total Refund Order Count = the orders with refund issued.
      • Total Invoiced Order Count = all orders with payment received.
  10. Customer Message Response Time (Beta): Customers often asking questions before, during, and after purchases. Respond quickly and with courtesy to all customer messages is considered as a part of good customer service.  How Newegg measuring:

    • On-Time (Under 24 Hours) Response Rate = Total Count of Customer Message Responded under 24 Hours / Total Count of Message Received
      • Total Count of Customer Message Responded under 24 Hours = the messages responded equal or less than 24 hours.
      • Total Count of Message Received = all messages received during certain time period.
    • Average Response Time = Total Response Hours / Total Count of Message Received  
      • Total Response Hours = total amount of time seller takes to response messages.
      • Total Count of Message Received = all messages received during certain time period.
  11. Policy Violation: Newegg policies are designed to create a safe and fair environment for all members including customers and sellers. When a policy violation occurs, Newegg team will issue a violation ticket to related seller. Policy violation may cause account suspension.  How Newegg measuring:

    • Policy Violation = Total Count of Violation Ticket Received 
      • Total Count of Violation Ticket Received = all Violation Ticket received during certain time period.

Updated on January 27, 2021

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