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Seller Performance Policy

The JadoPado Seller Performance programme creates incredible buyer experiences on JadoPado by rewarding you for high performance through encouraging you to improve order fulfillment and buyer engagement.

Seller Performance measures you across five performance metrics to calculate an overall Performance Score out of 100 points. Your score will be based on an assessment over a 30 day rolling period and will be updated in real time.

By selling with JadoPado, you agree to the following terms:

1. Eligibility

Your performance will be evaluated once you’ve delivered five (5) orders. Every subsequent order will be evaluated five (5) days after its date of delivery and will count towards your Performance Score.

2. Performance Metrics

You will be evaluated against five (5) performance metrics that evaluate the efficiency of your order fulfillment and buyer engagement. Each performance metric has a maximum number of points that can be achieved.

1. On-time Delivery: 25 points

Target: 90% or greater

This metric measures the number of orders that you deliver on time, based on the stated transit time for a given order.

a. If you deliver less than 90% of your orders on time, you will get 0 points.

b. If you deliver 90% or more of your orders on time, you can receive up to a maximum of 25 points.

c. If you reach the target of 90%, you will receive a minimum of 1 point.

d. From 91% to 100%, for every 1% increase over the target you will receive an additional 2.4 points, up to a maximum of 25 points.

2. Escalated Cases 10 points

Target: 2% or less

This metric measures the number of your orders that have cases against them that have been escalated to a dispute. A buyer may escalate a case if you do not respond to them within three (3) days from the date that the case was opened or if you and the buyer cannot arrive at an amicable solution after five (5) days. Learn more about the Case Resolution System.

a. If more than 2% of your orders have escalated cases, you will get 0 points.

b. If you don’t have any escalated cases you will receive 10 points.

c. If you reach the target of 2%, you will receive a minimum of 1 point.

d. From 2% to 0%, for every 0.2% under the target you will receive an additional 0.9 points, up to a maximum of 10 points.

3. Response Time: 15 points

Target: 12 hours or less

This metric measures your average response time to buyers’ first message across all your message threads. If a buyer contacts you through the JadoPado platform, please respond as soon as you can, ideally well within twelve (12) hours. The quicker you respond, the more points you will get.

a. If you take more than 12 hours to respond, you will get 0 points.

b. If you take 12 hours or less to respond you can receive up to a maximum of 15 points.

c. If you reach the target of 12 hours, you will receive a minimum of 1 point.

d. From 12 hours to less than an hour, for every 1 hour that you are under the target you will receive an additional 1.16 points, up to a maximum of 15 points.

4. Buyer Rating 25 points

Target: 4.0 or more

This metric measures the average rating that buyers leave for your store. Buyers can leave reviews and rate your order performance from 0 to 5 stars.

a. If your average rating falls below 4.0, you will get 0 points.

b. If your average rating is 4.0 or more, you can receive up to a maximum of 25 points.

c. If you reach the target of 4.0, you will receive a minimum of 1 point.

d. From 4.1 to 5, for every 0.1 increase over the target you will receive an additional 2.4 points, up to a maximum of 25 points.

5. Cancellation Rate: 25 points

Target: 5% or less

This metric measures the number of orders that you cancel. You are strongly discouraged from cancelling orders as they can have a severe negative affect on your buyer experience.

a. If you cancel more than 5% of your orders, you will get 0 points.

b. If you cancel less than 5% of your orders, you can receive up to a maximum of 25 points.

c. If you reach the target of 5%, you will receive 1 point.

d. From 5% to 0%, for every 1% decrease under the target you will receive an additional 4.8 points, up to a maximum of 25 points.

If you cancel an order or should we automatically cancel an order due to delayed shipment, you will be charged a penalty of up to 4% of the value of the products in that order. Learn more about Penalties.

3. Continuous Measurement

Your performance will be evaluated on a daily basis and will consider your activity over a rolling thirty (30) day period. If you receive less than five (5) orders in a thirty (30) day rolling period, you will not receive a score.

4. Performance Levels

Seller Performance rewards special statuses to stores depending on their performance levels. As a high performer you can take advantage of enhanced selling privileges. If you aren’t performing to your full potential, you will be given an opportunity to improve your performance in order to avoid suspension of your account.

1. Super Store

Super Store status is awarded to sellers who maintain a Performance Score between 90 to 100 points. If you maintain a score within this range for at least 20 days in a given month, you will receive the following selling privileges:

a. A beautiful Super Store badge that will appear on your store, on product pages as well as on offer listings, as a symbol of excellence and reliability for your current and future buyers.

b. Your commissions will be reduced by 25% or your subscription fee will be reduced by 5%, if you have a subscription plan. You will receive the higher of the two amounts while you maintain your Super Store status.

c. Stronger exposure to your offers on emails, homepage, category listings, apps and across other channels.

d. Priority Support.

2. Trusted Store

Trusted Store status is awarded to sellers who maintain a Performance Score from 60 to 89 points. If you maintain a score within this range, you fall within the acceptable range of performance and will receive:

a. A Trusted Store badge that will appear on your store, on product pages as well as on offer listings, to establish credibility with your current and future buyers.

3. Under Review Stores

If your Performance Score falls below 60 points, you will be placed under review for a period of 45 days, during which you will be expected to improve your performance. Learn more about Performance Reviews.

5. Performance Review and Penalties

If you cancel orders regularly or do not perform according to the Seller Performance metrics you will be penalised or placed under review.

1. Order Cancellation Penalties

If you cancel an order, you will be charged a penalty based on the the value of the products in that order. The penalty will vary depending on how long you take to cancel an order.

a. If you cancel an order within 24 hours of it being placed, a penalty of 2% of the value of the products in that order will apply.

b. If you cancel an order after 24 hours of it being placed, a penalty of 4% of the value of the products in that order will apply.

c. You will have the order processing time to ship your order and mark it as shipped. If your order has not been shipped after this time, it will automatically be cancelled and a penalty of 4% of the value of the products in that order will apply.

Penalties may be used to compensate buyers for inconvenience caused.

2. Performance Review

If your Performance Score falls below 60 points, you will be placed under review for a period of 45 days, during which you will be expected to improve your performance.

a. If you successfully improve your Performance Score to 60 points or above during the review period, you will be allowed to continue selling on the platform.

b. If you fail to improve your Performance Score during the review period, your selling privileges will be restricted, your account will be suspended and your offers will be removed.

c. If your account is suspended, you will have 30 days to fulfill your orders and request a final payout. Your funds will be remitted to you after a 90 day holding period, subject to any buyer refunds or concessions.

d. Your account suspension may be appealed at the end of the 30 day period by submitting an action plan for improving your performance. JadoPado will review the action plan prior to issuing a final decision.

6. Performance Dashboard and Email Updates

JadoPado offers multiple methods to monitor your performance.

a. The Performance dashboard on Seller Tools provides an overview of your performance and Performance Scores for each of the five (5) performance metrics.

b. You will be sent an email each week to help track your performance and allow you to identify areas for improvement.