The delivery rate is one of the most important rates in your quality score. As the name suggests, it is based on your delivery performance, which must be excellent in e-commerce. We base our criteria on the requirements of the market and expect a strong commitment from you in order to achieve these goals.
Unlike other quality KPIs, the delivery score is based on your actual delivery performance, which we can track thanks to the mandatory tracking number when you're sending your orders.
You will find below all the essential information and our advice on how to get an excellent delivery rate:
Preparation time and delivery delays
You have 24 hours to validate, prepare and send a smartphone or tablet order. For laptops and bigger devices, you have 48 hours to send them.
The delivery times displayed on the website (and therefore visible for customers), must include this preparation, shipping and delivery time. If your carrier offers you a delivery within 48 hours and you need 24 hours to prepare the package, the total delivery delay will be 72 hours. Make sure to indicate this delay in the delivery options of your Back Office. In case of a shorter delivery time and not respecting it, your rate will be negatively impacted.
Do not hesitate to adapt your delivery times directly in your Back Office, in order to find the best balance.
Indication of the carrier and the tracking number
When you send an order, you must indicate the tracking number and the carrier in the Back Office. Make sure you indicate the correct carrier (the one also registered in your options, see image above). If you indicate a carrier that does not comply with your delivery options or a tracking number that is not compatible with the carrier indicated, then our system will not be able to track your delivery information, which would have a negative impact on the customer experience, as well as on your delivery performance.
The faster and cheaper, the better.
Our algorithm and therefore the access to the buybox also takes into account the delivery options you offer to customers. The shorter your delivery times (express deliveries) and the more financially attractive (free deliveries), the more it will have a positive impact on your quality score.
Back Market solutions
As with all other quality rates, Back Market is there to support you and help you get the best performance. We offer two services that can greatly improve your delivery performance:
The Back Ship
Take advantage of our exclusive contract with DHL Express to benefit from high quality delivery standards, even internationally. In addition, shipping and return labels are provided directly by Back Market and carrier investigations in case of lost or damage packages are managed by our team.
Fulfillment by Back Market
In case of delivery problems related to your geographical location (e.g. China), we advise you to work with our partner Cubyn, which offers centralized warehouses for a better logistic of your products.
Don't hesitate to talk about it with your Account Manager, who will be able to help you and guide you towards the right service.
Use the data in the Quality Dashboard
You will find the detail of your delivery performances in your quality dashboard. Do not hesitate to check it to understand what can be improved. Your Quality Account Manager is also able to provide you with more data, so that you can quickly improve this very important rate.