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Shopping Actions update: changes to Retailer Standards

October 1, 2020

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Effective November 1, 2020, we’re updating our Retailer Standards program to better manage key performance areas that customers value most.

What’s changing

We’re launching two new performance metrics: “Return defects” and “Delivery defects” 

Return defects: These error types apply anytime an item’s return is not processed within 2 business days of delivery at your return facility. You’ll be able to monitor performance of this defect starting on November 1st. The first score impacted will be March 1, 2021 and will lookback to defects as early as November 24, 2020.

Delivery defects: We’ve created a new category for “shipped on-time, delivered late” defects called “Delivery defects.” These will no longer be counted under the overarching category of “shipping defects.” (This means we’ve adjusted the threshold for shipping defects, since delivery defects will no longer be considered part of this category.) This change is intended to allow for greater flexibility and better monitoring of carrier performance. 


Changes for France only 


We’re launching enforcement for performance scores of “Below Standards.” This score will now result in progressive order capping. After four months of continuous poor performance, your account will be suspended. 

We’re also launching program incentives. Commission discounts will be given as follows:

Merchants who achieve Top Retailer:

  • 20%: Items promised and delivered within 2 days
  • 15% Items promised and delivered within 3 days

Merchants who achieve Meeting Standards:

  • 15%: Items promised and delivered within 2 days
  • 10% Items promised and delivered within 3 days

What this means for you


The Retailer Standards program will now be made of up of the following metrics:

Retailer standards defects diagram


And Retailer Scores will now be based on the following thresholds:

United States

Retailer standards score thresholds


 Retailer standards score

Defect rates are expressed as the percentage of items that were not processed according to expectation. 

What you need to do

  1. Make sure you’re receiving both order and return notifications
  2. Consider setting up returnless refunds for some or all of your inventory. 
  3. Make sure your configured handling time accurately reflects your current time to ship. 


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