All our business partners are evaluated on the same criteria so there is no unfairness regarding "false" openings of customer requests. There is no point in contacting your account managers, who will be unable to take any action.
In the case of a significant negative impact on a KPI due to an error on the part of Back Market, we ask you to contact your Quality Account Manager, who will answer all your questions.
Rates are calculated on a 7-day or 30-day basis. Remember to check your rates regularly to prevent possible problems.
A positive, green dashboard will allow you to get better accesses to the buybox.
A negative, red dashboard will greatly reduce your prices and accesses to the buybox.
First of all, please note that the three columns are organized per category, as written on the top:
- Delivery excellence
- Product quality
- After sales service
For each KPI, you will find the Back Market average and the number of concerned orders vs. the total number of your orders.
Your scores will always be displayed in the middle of each category. The KPIs are color-coded as follows:
- Red: negatively far from the Back Market average
- Yellow: in the Back Market average
- Green: positively positioned in relation to the Back Market average
Most of those scores are based on client requests, directly opened though the client area. Only the delivery rate is not taking into account the client claims but your real delivery performances. New KPIs as the iMEI compliance rate or your return tracking rate will soon be implemented to provide you with even more quality data.
The scores have to be read from the top to the bottom and can be differently impacting you depending on your sales volume. As more you're selling, as easier it is to keep good quality. If your sales volume is very low (less than 90 sales per month), each client request can potentially have a huge impact on your scores. So let's focus on quality to make great sales !