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Seller Performance Program
Accurate and timely fulfillment of purchase orders is an essential part of the member experience. Sears.com Marketplace has performance targets for sellers so that we can earn and improve members’ and customers’ trust in their marketplace purchases.
Seller Performance Targets
All sellers must maintain a level of service that meets the following seller performance targets:
- Seller initiated cancel rate: < 2.5%
- Late shipment rate: < 4%
Failure to meet these targets may result in the removal of your selling privileges.
Measuring Seller Performance
These Metrics are used to measure seller performance:
Seller initiated cancellation rate:
Percentage of orders that were cancelled by the sellers before fulfillment. This is the number of orders cancelled by a seller divided by the total number of orders after removing any member cancelled orders in the time period.
Late shipment rate:
Percent of orders that were shipped late. This is the number of orders that you shipped after the expected ship by date, divided by the total number of orders after removing any member cancelled orders in the time period.
Performance Review and Notification Process
The seller performance team will continuously review each seller’s performance. If your account is identified as being below the performance expectations, you will receive an email highlighting the issues.
You will be provided a 30-day window to fix these issues without penalty. If, however, your account does not show significant improvements during this 30-day window, you may risk losing your selling privileges. We will make every attempt to assist you in resolving your performance problems.
If your selling privileges are suspended or restricted, you can appeal this decision by providing a plan of action to correct the performance problem(s) of your account. Learn more about how to submit a plan of action to correct the performance problem(s).
Once the seller performance team has approved the plan of action, your selling privileges may be restored immediately or over time to give you the best chance of success.
Frequently Asked Question
Q. When will you look at my performance?
A. We continuously monitor sellers.
Q. Where can I look at my metrics?
A. You can request an update via the “contact us” form using the topic: “Seller Performance” and subtopic: “Performance Data Request”. We are also working on updating seller dashboards in the Seller Portal to provide this data in real-time and will announce their availability in our newsletters.
Q. Where can I see the orders numbers that were late of cancelled?
A. The most current status of all your past orders is available in “Order status report” in the Seller Portal. In case of additional clarifications, you can reach out to us via the “contact us” form using the topic: “Seller Performance” and subtopic: “Performance Data Request”. We are also working on updating seller dashboards in the Seller Portal to provide this data in real-time and will announce their availability in our newsletters.
Q. How will I find out if my metrics are below these standards?
A. We will send you an email notifying you that your metrics are not meeting the expected targets.
Q. How can I dispute my metrics?
A. You can reach out to us via the “contact us” form using topic: Seller Performance, subtopic: General Performance Questions. We typically will get back to you in most cases within 1 business day. Please provide a detailed reasoning or specific examples showing why you believe the reported metrics are incorrect.
Q. What can I do to avoid late ships?
A. There are many things that can be done to ensure you avoid shipping late. First is always ship the order by the “Ship by Date” listed on the order. For additional details, visit this page on how to improve your shipping rate.
Q. What can I do to avoid seller initiated cancels?
A. The primary way to avoid seller initiated cancellations is to keep your inventory up to date. For additional ideas and help on this topic, visit this page on how to improve your seller initiated cancellation rate.
Q. Is there anything else I need to do?
A. Please see our selling best practices for more actions that you can take to create a “wow member experience.”