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.

Go to Seller Portal > Business Report > Seller Performance Report to view your performance.

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

Understanding Report

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%
    • Non-Trackable Package Rate
    • Non-Authorized Carrier Use Rate
  • On-time Order Delivery Rate = or > 95%
  • Refund Rate < 2.5%
  • Customer Message Response Time (Beta) = or > 98%
  • Policy Violation < 1
Rating Sysmbol

The symbols are used for a quick look at performance rating:

Good to Keep

Anything less than “Good” requires attention, assessment, and action

Evaluation Period

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

Performance Summary

A consolidated view of your latest metrics. You can monitor your performance at any time.

Performance Detail

Three tabs are available:

  • 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.

Order Defect Rate

Order Defect Rate is defined as the percentage of orders with negative seller rating, unresolved Newegg Marketplace guarantee claim rate, and chargeback rate.

How Newegg is 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
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.

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: 

Pre-Fulfillment Order Void Rate = Total Void Order Count / Total Order Count
Total void order Count = all the order voided either by 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: 

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.

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.

IMPORTANT: This measurement is only on Shipped by Seller orders.

How Newegg is measuring: 

Valid Order Tracking Number Rate (Shipped by Seller Order Only) = (Non-Trackable package rate +  Non-Authorized Carrier Use Rate)
Non-Trackable package rate = Non-Trackable Package Count / Total Shipped Package Count
Non-Authorized Carrier Use Rate = Total Package Count Shipped by Non-Authorized Carrier / Total Shipped Package Count
Non-Trackable Package Count = the number of all non-trackable packages

  1. Package cannot be tracked by Newegg
  2. 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

On-time Order Delivery Rate

It is important for sellers to meet customer’s 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: 

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.

Refund Rate

Refund rate is defined as the percentages of refund issued for invoiced orders.

How Newegg is 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.

Customer Message Response Time

Customers often asking questions before, during, and after purchases. Respond quickly and with courtesy to all customer messages is considered a part of good customer service.

How Newegg is measuring: 

On-Time (Under 24 Hours) Response Rate = Total Count of Customer Message Responded under 24 Hours / Total Count of Message Received
Average Response Time = Total Response 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 Response Hours = the total amount of time seller takes to response messages.
Total Count of Message Received = all messages received during certain time period.

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 is measuring: 

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

Non-Trackable Package Rate

Non-Trackable Package Rate defined as the percentage of packages that cannot be tracked among the total number of packages shipped. This may be a result of the chosen shipping method does not have online tracking capability or its tracking status is not updated after 20 days.

How Newegg is measuring:

Non-Trackable package rate = Non-Trackable Package Count / Total Shipped Package Count
Non-Trackable Package Count = the number of all non-trackable packages

  1. Package cannot be tracked by Newegg
  2. 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

Non-Authorized Carrier User Rate

Non-Authorized Carrier Use Rate is the measurement on seller’s use of shipping carriers not authorized by Newegg. Please click here to view Newegg’s authorized carrier list.

How Newegg is measuring:

Non-Authorized Carrier Use Rate = Total Package Count Shipped by Non-Authorized Carrier / Total Shipped Package Count
Total Package Count shipped by Non-Authorized Carrier = the number of all packages shipped by Non-Authorized Carrier
Total Shipped Package Count = the total packages seller has shipped
Updated on April 7, 2021

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