In addition to the performance criteria outlined in our Service Level Agreement, MyDeal has a series of metrics and standards we expect Sellers to adhere to. These standards are in place to ensure our customers have the best possible experience when shopping at MyDeal.
Metrics
Refund rate |
Maximum percentage of orders refunded in the last 30 days |
5% |
Escalation rate |
Maximum percentage of orders that resulted in an escalation by the customer in the last 30 days |
1.5% |
On-time customer first response rate |
Average time taken to first respond to customer enquiries in the last 30 days |
2 business days |
On-time dispatch |
Average time taken to dispatch orders in the last 30 days |
2 business days |
MyDeal also has a series of policies outlining in more detail what we expect from our Sellers;
- Product Eligibility Criteria
- Product Listing Policy
- MyDeal Product Safety Policy
- Recalled & Unsafe Product Policy
If a Seller fails to meet these metrics or any of the standards in the Service Level Agreement or the above policies, MyDeal may take action against the Seller ranging from a reminder, to store suspension or termination at its discretion.
MyDeal aims to be transparent and work with Sellers where they may fall short of our expectations, and the below table details the different levels of reminders and warnings we may issue depending on the issue or policy breach.
Level |
Description |
Action |
Level 1 - Reminder |
Minor issue or policy breach |
A reminder email and/or training if required |
Level 2 - Warning |
Medium issue or repeated/continued level 1 policy breaches |
Store placed under monitoring for 30 days - may result in further action |
Level 3 - Warning |
Significant issue or repeated/continued level 2 policy breaches |
May result in store suspension at MyDeal’s discretion |
Level 4 - Account Review |
Major issue or continued/repeated level 3 policy breaches |
May result in termination at MyDeal’s discretion |