Which quality metrics do we measure?

1. Customer rating – the average score given by customers for your orders.
2. Incident rate – the percentage of orders marked by customers as problematic (only incidents caused by the Merchant are counted).
3. Return rate – the percentage of orders that were returned.
4. Order acceptance rate – the percentage of orders accepted for processing compared to all received orders.
5. Acceptance time – the average time it takes you to accept an order.
6. Delayed shipping rate – the percentage of orders shipped later than the declared handling time.
7. Customer message response time – the average time a customer waits for your reply. This metric is currently informational only, meaning a longer response time does not result in account restrictions.

Delayed shipping rate and On-time shipping rate

1. Delayed shipping rate - the percentage of orders whose status in the system hasn't changed to “Shipped” on time. Adding a shipping label alone does not update the shipping status - the metric is calculated strictly based on the order statuses visible in the Seller Panel.
2. On-time shipping rate - based on the shipping confirmation provided by the carriers after you add a valid shipping label to an order. An order is considered delayed (and therefore negatively affects your on-time rate) if it doesn't get dispatched within your declared handling time. We measure this using the first carrier scan or confirmation event (e.g.: the parcel being dropped off at a collection point, handed to a courier, or scanned at the carrier’s sorting facility).

Only business days influence shipping time. For example: If a product has a 2-business-day handling time and a customer places the order on Friday at 12:00, the order will be considered delayed if it hasn’t been shipped by Tuesday, 23:59.

How to change the declared shipping time

By default, each offer has the shipping time set to 1 business day, which means next-day dispatch.

If you want to change the shipping time for a single offer:

1. Log in to the Seller Panel.
2. In the menu on the left, go to Price & Stock > Offers > Search.
3. Select the offer you want to edit.
4. In the Order status > Lead time to ship section, set the desired value: 1 means next-day shipping, 3 - shipping within 3 business days, etc.

If you want to change the shipping time for multiple offers at once:

1. Log in to the Seller Panel.
2. Go to Price & Stock > Offers.
3. Download the full .csv file with all offers.
4. Update column V (Lead time to ship) with the correct shipping time. Save the file.
5. Return to Price & Stock > Product Import.
6. Upload the file back into the system.

A lead time of 0 means you declare same-day shipping. There is currently no option to set a specific cut-off time.

Where to check which orders are delayed

If you want to check delayed orders that haven’t been delivered yet:

1. Log in to the Seller Panel.
2. Go to Orders.
3. In the Shipping deadline filter, select Delayed.

If you want to check delays among orders already delivered:

1. Log in to the Seller Panel.
2. Go to Orders.
3. Click Export > Export orders.
4. Open the downloaded file and compare: Shipping deadline and Shipping date.
   If the shipping date is later > the order was delayed.

How to improve your lead time to ship

1. Analyze your orders – identify products that are often shipped late and, if necessary, increase the declared lead time.
2. Check your integration – the delay metric is based on statuses sent to Mirakl, so make sure you update the order status to “Shipped” on time.
3. Always add a tracking number – this allows us to calculate your timeliness correctly using logistics partners’ API updates.
4. Ship according to your declared time– especially important for offers with short lead times.
   

What affects the delayed shipping rate

Delayed shipping rate is based on:

1. Orders shipped after the declared time.
2. Delays counted only during business days.
3. All orders from the last 90 days, including delivered ones if they were shipped late
   

If you believe an order marked as delayed should not count toward your metrics, contact the Support Team.

A lead time of 0 means you declare same-day shipping. It's currently impossible to set a specific cut-off time.

Contact with customers

Customers may contact you directly. You can find information about messages through:

1. Seller Management Centre – in the "Stay updated" section, you will find information on messages. This section can take you directly to the Seller Dashboard.
   
2. an email – if you have not turned off automatic notifications.

 We have prepared a list of Polish templates with the most common and frequent responses. You can find it here.

Why it’s important to maintain good performance metrics

Your metrics affect whether you qualify for certain benefits and programs. They can also result in certain restrictions. 

If your metrics are significantly below Empik’s requirements (account block)

1. Your account may be blocked. It may happen if you fail to meet one or more of the required metrics.
   
2. You will receive an email with information and instructions to restore your metrics.
   
3. Contact the Support Team to clarify the situation and agree on unlock conditions.
   

If your metrics are below Empik’s expectations

1. Customers will see a lower rating on your account. It could lead to fewer sales even if you offer good prices.
   
2. Your payouts may be limited to once every two weeks in case of customer refunds. 
   

If you meet Empik’s requirements:

1. Customers are more likely to pick Sellers with high ratings.
   
2. You might receive payouts even as often as every 5 days.
   
3. Your offers may be included in promotional campaigns.
   
4. Your products may be promoted through Empik marketing tools (banners, search engines, etc.)
   

Super Seller Status

This status is granted automatically to our top Sellers. It gets shown on your profile and next to your offers when all required quality parameters are met.

1. Visible to customers, increasing trust and conversions.
   
2. Possibility of daily payouts.
3. High visibility in listings.
   

Requirements for Super Seller:

1. Customer rating: min. 4.85
   

1. Incident rate: max. 1%
   

1. Return rate: max. 10% (not applicable to “Clothing”)
   

1. Order acceptance rate: min. 99%
   

1. Acceptance time: max. 8 hours
   

1. Completed orders: min. 50
   

1. Customer reviews: min. 5
   

1. Highest quality responses to customer inquiries
   

1. No violations of the Seller Regulations
   

If even one of the required parameters drops below the threshold, the Super Seller badge will be removed automatically.

Where to check your quality metrics

1. Log in to the Seller Management Center.
   
2. In the menu on the left go to Service Quality > More.
   
3. You'll see your all-time metrics. Set the date range to the last three months.
   
4. Additionally: check whether you qualify for Empik Premium and Super Seller programs.
   

How to keep your metrics high?

1. Promptly answer customers' messages - preferably within 24 hours. 
   
2. Make sure your stock and descriptions are up to date - you'll avoid unnecesary annulments and returns. 
   
3. Send packages on time and pack you products well so they can safely get to the customer. 
   
4. Check your comments and ratings - offer solutions to dissatisfied customers.