Account Health represents a quality report of the values obtained for each of the performance indicator. These performance indicators are constantly updated, based on the sales experience and services offered to the customers.
eMAG Marketplace monitors daily the activity of the sellers on the platform in order to develop their online business, but also to enhance their information of using the platform.
However, the main goal of this constant monitoring is to improve the customer purchasing experience, through quality products and services. Therefore, for each low value result of your activity on the eMAG Marketplace platform, you will be notified immediately, so you can take the necessary measures to remedy the unwanted values of the indicators.
The Account Health section is displayed on the right-hand side of the dashboard and it shows your health status and individual indicators. Each indicator is based on your account performance for the previous month or the ongoing month. The good health indicators are marked with green, and bad health indicators are marker with yellow and red. Red means that indicator has a poor performance.
In dashboard, your account status is shown for both ongoing and previous reference period so you can easily compare your account evolution from last month till current month.
- TheOngoing tab – shows the updated values of the indicators, carried over to the present, starting with the last day of the previous month till today, so you can easily track your performance. Once the ongoing period is over, the final values will be shown as the values of the previous reference period.
- The Previous reference periodtab – displays the values of the indicators, based on your activity in the period: 1-28th /29th/30th/ 31st of the previous month. Those calculations set the current status of the seller account health and establish the necessary actions which must be taken for the current account status.
The Account Health section contains 9 indicators. Each of them is followed by a tool tip with its definition, as well as the target set, for a good indicator status:
Order flow:
- Order service level– represents the percentage of orders that were finalized on-time from all finalized orders in the reference period. This indicator is used by the algorithm that determines the main offer.
- Order finalization rate– represents the percentage of order lines that were finalized/returned from all order lines corresponding to exposed orders in the reference period.
- Order incident rate– Order incidents are marked as such when you fail to finalize orders in a timely manner thus affecting negatively customer experience. The corresponding rate is calculated as the number of order incidents from all orders received in the last relevant 30 days.
Return flow:
- Return service level– is the percentage of the finalized on time returns (in 24 hours form the receiving moment) out of the total finalized returns, except for returns closed with incident.
- Return finalization rate– represents the percentage of the finalized and rejected return requests out of the total number of return requests received during the reference period.
- Return incident rate– is calculated as the number of return incidents from all returns received in the last relevant 30 days.
Product returns:
- Product return rate– represents the percentage of quantities returned by clients from the total of quantities afferent to all finalized orders in the reference period.
Customer support:
- Number of claims – represents the percentage of orders with claims from all finalized orders in the reference period
- Claim incidents – represents the number of claims with incidents in the reference period.
All the nine indicators are involved into the computation algorithm of the main offer in the site, that`s way it is important to rich the target displayed under each indicator every time, in order to maintain the main offer, in the website.
Also, clicking on the indicator name or on the more information button, bellow the indicators list, you will be redirected to the My account menu, the Account Health section.
This is the place where you can see the evolution of your performance, from the last 2 years and even the values with impact on the each indicator calculation, in the last 13 months.
According to the values of indicators, the status of your account health will be set as follows:
- Good– represents the best health status and reflects the high standard experience offered to the customers.
- Needs improvement– It is the intermediary status between Good and Very poor and shows that the offered experience to customers need to be improved.
- Very poor– Reflects a poor quality of services offered to your customers and requires attention and urgent measurements to restore the situation.
- Critical – is settled when you get at least 4 red indicators or 1 black indicator and reflects that the services delivered to customers are far from the eMAG standards. Once your account gets in this status, it will be automatically suspended, for 7 days. In order to reactivate the account you must pass the reactivation quiz.
Do not forget to visit the eMAG academy section and follow the tutorials and articles posted here, in order to find out more information about your account health, on the eMAG Marketplace platform.
Keep up the good work!
