To maintain good performance on Newegg Marketplace, your seller performance will be reviewed on a monthly basis.
In the event that your seller 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 your seller account does not meet performance expectations for two consecutive review periods, then your seller account may be at risk of losing selling privileges on Newegg Marketplace.
To access this function, go to Seller Portal and hover your mouse pointer over the list icon (upper left corner) then select Performance > Account Health.
Available platforms: Newegg.com, Neweggbusiness.com, Newegg.ca
Account Health UI
- Order Performance
- Shipping Performance
- Message Performance
- Store Rating Performance
- Regional Delivery
Order Performance
Your overall Order Performance consists of several of your account metrics factors such as
On-time Delivery, Order Defect Rate, Valid Tracking and other factors.
Order Defect Rate
Order Defect Rate is defined as the percentage of orders with a negative seller rating, unresolved Newegg Marketplace guarantee claim rate, and chargeback rate.
How Newegg is measuring:
Target = For good standing, this metric should be less than 1%.
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
Chargeback Rate = Total Chargeback Order Count / Total Invoiced Order Count
- Orders with negative seller ratings are orders getting 1 or 2 eggs seller ratings from a 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. A high unresolved claim rate will result in poor seller performance. Sellers can find out more details regarding the 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 a negative seller rate, it will be only counted as 1.
- Click the VIEW DETAILS link to show this break out window of that attribute.
Refund Rate
The refund rate is defined as the percentage of the refund issued for invoiced orders.
How Newegg is measuring:
Target = For good standing, this metric should be less than 5%.
Refund Rate = Total Refund Order Count / Total Invoiced Order Count
Total Refund Order Count = the orders with a refund issued.
Total Invoiced Order Count = all orders with payment received.
Shipping Performance
Pre-fulfillment Order Void Rate
Pre-fulfillment order void rate is defined as the percentage of orders voided by a seller.
How Newegg is measuring:
Target = For good standing, this metric should be less than or equal to 5%.
Pre-Fulfillment Order Void Rate = Total Void Order Count / Total Order Count
Total void order Count = all the orders voided either by the seller for any reasons or by system auto void before seller’s allowable order fulfillment time frame expires
Total orders = all orders passed to sellers for fulfillment
- Total orders & total void orders are both based on the date seller receives the order.
On-time Order Fulfillment Rate
Fast and reliable order processing is one of the key features that lead to eCommerce success. Newegg encourages sellers to fulfill orders within two business days for the best customer shopping experience.
IMPORTANT: This measurement is only on Shipped by Seller orders.
How Newegg is measuring:
Target = For good standing, this metric should be greater than or equal to 95%, under 48hrs.
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.
On-time Order Delivery Rate
It is important for sellers to meet customers’ expectations and delivery requirements. On-time deliveries will increase customers’ trust and overall customer satisfaction.
IMPORTANT: This measurement is only on Shipped by Seller orders.
How Newegg is measuring:
Target = For good standing, this metric should be equal or greater than 90%.
On-time Order Delivery Rate (Shipped by Seller Order Only) = Total On-time Delivered Orders / Total Delivered 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 the customer and the On-time order fulfillment date (2 business days).
Total Delivered Order Count = the number of delivered orders in a specified time period.
Valid Tracking Number Rate
A tracking number is a unique number assigned to each package by the shipping carrier. Valid tracking information can help customers to monitor package status and when they can expect to receive their packages.
IMPORTANT: This measurement is only on Shipped by Seller orders.
How Newegg is measuring:
Target = For good standing, this metric should be equal or greater than or equal to 98%.
Valid Tracking Number Rate (Shipped by Seller Order Only) = Sum of Packages Confirmed by Specified Shipping Carrier / Total Number of Packages Shipped in a Specific Time Period
Sum of Packages Confirmed by Specified Shipping Carrier = Number of Trackable Packages
Total Number of Packages Shipped = Total Packages Seller has Shipped Non-Trackable Package Count = the number of all non-trackable packages
- The package cannot be tracked by Newegg
- The tracking status shows only one activity after 20 days from when the tracking number is uploaded.
Total Shipped Package Count = the total packages Seller has shipped
Total Package Count Shipped by Non-Authorized Carrier = the number of all packages shipped by Non-Authorized Carrier
Message Performance
Click the VIEW DETAILS link to show this break out window of that attribute.
On-time (under 48 hours) Response Rate
Customers often ask questions before, during, and after purchases. Responding quickly and with courtesy to all customers, messages are considered a part of good customer service.
How Newegg is measuring:
Target = For good standing, this metric should be equal or greater than 95%, under 48 hours.
On-Time (Under 48 Hours) Response Rate = Total Count of Customer Message Responded under 24 Hours / Total Count of Message Received
Total Count of Customer Message Responded under 48 Hours = the messages responded equal or less than 48 hours.
Total Count of Message Received = all messages received during a certain time period.
Store Rating Performance
How Newegg is measuring:
Seller Rating Performance > Seller Review (Target >=3 eggs)
Click the VIEW DETAILS link to show this break out window of that attribute.
Regional Delivery
Click the VIEW DETAILS link to show this break out window of that attribute.
Click here to Learn More about prohibited seller activities on Newegg Marketplace.