> For the complete documentation index, see [llms.txt](https://docs.partner.aboutyou.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.partner.aboutyou.com/how-to-boost-your-performance/merchant-performance-scorecard-mps.md).

# Merchant Performance Scorecard (MPS)

Welcome to the Merchant Performance Scorecard (MPS) documentation. This page explains the logic behind our performance tracking, our 4-tier classification system, and how to navigate the Performance S

### 1. Understanding the Core Logic

The MPS is designed to measure Operational Reliability and Consistency. We prioritize these over simple averages to ensure a stable and trustworthy customer promise.

* KPI 1: On-Time Shipping Rate: The percentage of items shipped on or before the "Target Date."
* KPI 2: Order Completion Rate: The percentage of items successfully fulfilled. This is the inverse of the merchant-led cancellation rate (Stock-outs).
* Note: Customer-requested cancellations are excluded from this calculation.

#### Determining the Current Score:

Your overall performance is defined by your "weakest link." Your daily tier is determined by whichever KPI is currently performing at the lower level. For example, if your On-Time Shipping Rate is "Elite" but your Order Completion Rate is "Poor," your overall status will be Poor.

### 2. Navigating the Dashboard UI

#### **The Performance Meter**

The central meter displays your current standing across our four tiers.

<br>

<figure><img src="https://2370659135-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FY8oZ3Vo4FI5q8bX0AiSf%2Fuploads%2Fqmg8pRwDpI1ciO5oChR0%2Funknown.png?alt=media&amp;token=54a98f15-32d6-4ecf-9636-d5d99770a608" alt=""><figcaption></figcaption></figure>

You can hover over the different tier segments to see the exact requirements for each:

<br>

| Tier         | Status         | On-Time Shipping Rate | Order Completion Rate |
| ------------ | -------------- | --------------------- | --------------------- |
| Elite        | 🟢 Dark Green  | ≥ 98.0%               | ≥ 99.5%               |
| Standard     | 🟢 Light Green | ≥ 95.0%               | ≥ 99.0%               |
| Concerning   | 🟡 Yellow      | ≥ 90.0%               | < 99.0%               |
| Critical     | 🔴 Red         | < 90%                 | <= 98.5%              |
| Insufficient | ⚪ Grey         | < 30 Orders           | < 30 Orders           |

#### **Score Prediction & Leveling**

\
Your dashboard shows a Predicted Rating for your next evaluation cycle:

<figure><img src="https://2370659135-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FY8oZ3Vo4FI5q8bX0AiSf%2Fuploads%2FlQ7aR6ifnqx9hqk5qMYW%2Funknown.png?alt=media&amp;token=8f860eab-742e-42b9-902d-5863b934158e" alt=""><figcaption></figcaption></figure>

* This simulates what your score would be if the 28-day cycle ended today.
* The UI indicates if you are currently "Leveling Up" or at risk of a downgrade based on your current performance trend.

#### **Deep Dive: Daily Rolling Averages**

By clicking on the Score Prediction, you can access a detailed view of your metrics.

<figure><img src="https://2370659135-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FY8oZ3Vo4FI5q8bX0AiSf%2Fuploads%2FUrVFAAiyp8UHl8YiTQN3%2Funknown.png?alt=media&amp;token=8ab5d9f6-a1f8-4847-b1ff-cfbd46fbf64c" alt=""><figcaption></figcaption></figure>

This includes:

* **Score Prediction** for the next 28-day timeframe
* **Current Score**&#x20;
* **On-Time Shipping Rate**: Your rolling average for dispatch punctuality.
* **Order Completion Rate**: Your rolling average for successfully fulfilled orders (non-cancelled items).

### **3. How is your On-Time Shipping Rate calculated?**

We calculate your target dispatch date fairly, accounting for business hours and data latency.

* **Lead Time**: 2 Business Days.
* **Cut-off Time**: 15:00 (3 PM) local merchant time. Orders placed after this time start their "Day 1" the following business day.
* **Business Days**: Monday - Saturday. Sundays and Public Holidays are excluded.
* **Anchor Date**: We use an "Effective Anchor Date" to allow for a data latency buffer (waiting for dispatch signals and late cancellation confirmations).

### 4. Platform Visibility & Product Sorting Impact

In accordance with your Merchant Agreement, your operational performance directly influences your product visibility in the shop. High operational reliability is rewarded with increased exposure to boost your sales.

#### Automated Visibility Boosts

* **Active Score Impact**: Your Current Score directly impacts your product sorting in the shop.
* **Reward Focus**: Maintaining high operational quality allows you to significantly boost your storefront visibility. Excellent performance unlocks maximum sorting advantages.
* **Cycle Automation**: Visibility adjustments take effect automatically at the start of each new evaluation cycle based on your finalized 28-day score.

#### Operational Escalations & Manual Audits

* **Severe Performance Failures**: In cases where a merchant experiences prolonged operational disruptions—specifically falling into critical thresholds for 14 consecutive days or 28 out of 30 rolling days—the platform reserves the right to manually adjust product sorting scores down.
* **Partner Outreach**: Sorting down-ranking for severe operational failure is handled manually by our Operations team, not by an automated script. Before taking action, our Partner Management team will reach out to the merchant directly to give them the opportunity to clarify the issue, state reason, and stabilize fulfillment workflows.

### 5. Track & Trace (T\&T) Operational Incidents

Track & Trace (T\&T) incidents provide data-driven alerts to help you fix operational gaps before customer satisfaction is impacted.

💡 **Note**: T\&T incidents are currently decoupled from your overall MPS performance score and tiers.

#### Scope & Schedule

* **Scope**: Currently active for Germany (DE) with DHL integration (will expand as carrier integrations grow). Only parcels to Germany sent with DHL standard national and shipped directly by you (no cross-docking) are covered.
* **Schedule**: Incidents fire bi-weekly on the 1st and 3rd Tuesday of every month and remain visible in your dashboard for 3 consecutive days (Tuesday–Thursday).

#### Standard Severity Thresholds

All T\&T incidents follow the same performance rules based on a 30-day rolling lookback window:

* 🔴 **Critical Severity**: Performance < 90%
* 🟡 **Medium Severity**: Performance < 95%

#### T\&T Incident Types

**1A. Outbound Tracking Coverage**

* **Trigger**: Missing valid carrier tracking IDs or trace events for outbound parcels. A tracking code only counts as valid once DHL has scanned the parcel.
* **Evaluated items**: Items ordered in the last 30 days, excluding the last 24 hours, so parcels have time to get their first carrier scan.
* **Impact**: Customers cannot see live delivery updates.
* **How to Solve**: Verify your ERP/carrier integration settings and transmit complete outbound tracking codes end-to-end. Make sure your default last-mile carrier (LMC) matches the tracking codes you provide (see "Tracking Coverage: what triggers an incident and how to avoid it" below).

**1B. Return Tracking Coverage**

* **Trigger**: Missing valid return label tracking IDs or trace events.
* **Evaluated items**: Returned items from orders placed in the last 30 days.
* **Impact**: Reverse logistics timelines cannot be verified.
* **How to Solve**: Check warehouse dispatch settings to ensure valid return tracking numbers are generated and transmitted.
* **Note**: If you are integrated via Shopify or Rithum, we cannot measure your return tracking coverage yet, so you will not receive a Return Tracking Coverage incident for now. We are working on adding this.

**2. Delivery on Target (DoT)**

* **Trigger**: Tracked orders taking longer to reach the first delivery attempt than the market's working-day target.
* **Impact**: Delivery delays reduce customer satisfaction.
* **How to Solve**: Clear warehouse packing backlogs, hit daily carrier cut-off times, and prioritize shipping your oldest open orders first.
* **Reference**: Country target times can be found in the Operations Guide v1.3 (Page 3) or via the[ Logistics Documentation Portal](https://www.google.com/search?q=https://partnercenter.aboutyou.com/documentation/logistics-sla).

**3. Reimbursement on Target (RoT)**

* **Trigger**: Return confirmations and refunds taking longer than the market's working-day target from the return start date.
* **Impact**: Delayed refunds damage customer trust.
* **How to Solve**: Monitor arriving returns daily and confirm/process refunds as soon as items reach your facility.
* **Reference**: Country target times can be found in the Operations Guide v1.3 (Page 3) or via the[ Logistics Documentation Portal](https://www.google.com/search?q=https://partnercenter.aboutyou.com/documentation/logistics-sla).

#### Tracking Coverage: What Triggers an Incident and How to Avoid it

Are you seeing a tracking coverage incident even though you submit tracking codes?&#x20;

In most cases the code exists, but we cannot match it to a parcel scanned by DHL. Below you can see what we check, how to avoid these incidents and the most common reasons why a tracking code is not valid.

#### What is checked:

| Coverage type                | What triggers it?                                                              | Which items are evaluated?                                                                                            |
| ---------------------------- | ------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------- |
| Tracking coverage (outbound) | 95% or less of your shipped items have a valid tracking code that DHL scanned. | Items ordered in the last 30 days, excluding the last 24 hours, so parcels have time to get their first carrier scan. |
| Return tracking coverage     | 95% or less of your returned items have a return tracking code.                | Returned items from orders placed in the last 30 days.                                                                |

#### How to avoid tracking coverage incidents

1. Provide a valid tracking code for every shipped and returned item.
2. Make sure your default last-mile carrier (LMC) matches the tracking code you provide.

#### Common reasons a tracking code is not valid:

| Issue                                             | Description / Example                                                                                                                                                                                       |
| ------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| LMC and tracking code mismatch                    | We cannot fetch tracking information if your LMC does not match the tracking code you provide. Example: your LMC in Germany is DHL standard, but you submitted a Hermes tracking code.                      |
| Tracking code and physical parcel mismatch        | We cannot fetch tracking information for the correct parcel. Example: you submitted a legitimate tracking code for the order, but the physical parcel was shipped with a different label and tracking code. |
| Valid carrier and tracking code, but no scan data | Example: you use a carrier that cannot provide tracking information.                                                                                                                                        |
| Same tracking code reused                         | Example: you enter one valid placeholder tracking code on several orders when confirming shipment in the Seller Center.                                                                                     |

#### What is not counted against you

* **Small volumes**: you will not receive a Track & Trace incident if fewer than 30 of your items are evaluated.
* **Shipments outside the Track & Trace scope**: Track & Trace incidents only cover parcels to Germany sent with DHL standard national and shipped directly by you (no cross-docking). Parcels to other countries or sent with other carriers do not trigger a Track & Trace incident today.
* **Shopify or Rithum integration (returns)**: if you are integrated via Shopify or Rithum, we cannot measure your return tracking coverage yet, so you will not receive a Return Tracking Coverage incident.

### 6. Delivery on Target (DoT)&#x20;

Delivery on Target (DoT) metrics track country-specific targets to monitor delivery timeliness.

💡 **Note**: Day 0 is defined as the day the order is placed. Currently, tracking is active exclusively for Germany (DE) orders, with a target of 3 business days for delivery on target.

**Scope & Calculation**

* **Scope**: Currently tracks Germany (DE) orders only.
* **Delivery Target**: 3 business days for DE orders (Day 0 = Order Placement Date).

**Example**

An order is placed on Thursday, 21.05 by a DE customer:

* **GIVEN** carrier working Mon–Fri
* **AND GIVEN** target for DE market is 3 working days
* ✅ **Delivered within target**: Delivery arrives no later than Tuesday of the following week.
* ❌ **Delivery outside target**: Delivery arrives on Wednesday or later.

| **Metric**                   | **Elite (Dark Green)** | **Standard (Light Green)** | **Concerning (Yellow)** | **Critical (Red)** |
| ---------------------------- | ---------------------- | -------------------------- | ----------------------- | ------------------ |
| **Delivery on target (DoT)** | ≥ 98%                  | ≥ 95.0%                    | ≥ 90.0%                 | < 90.0%            |

### 7. Return on Target (RoT)&#x20;

Return on Target (RoT) metrics use country-specific targets to monitor return processing timeliness.

💡 **Note**: Day 0 is defined as the day the customer drops off the parcel or starts the return process. Currently, tracking is active exclusively for Germany (DE) orders, with a target of 6 business days for reimbursement on target.

**Scope & Calculation**

* **Scope**: Currently tracks Germany (DE) orders only.
* **Return Target**: 6 business days for DE orders

**Example**:

Customer dropped off parcel / return started on Thursday, 21.05 by a DE customer:

* **GIVEN** carrier working Mon–Fri
* **AND GIVEN** target for DE market is 6 working days
* ✅ **Reimbursement within target**: Return confirmation by merchant is no later than Friday of the following week.
* ❌ **Reimbursement outside target**: Return confirmation by merchant is Monday of the second week onwards.

| **Metric**                        | **Elite (Dark Green)** | **Standard (Light Green)** | **Concerning (Yellow)** | **Critical (Red)** |
| --------------------------------- | ---------------------- | -------------------------- | ----------------------- | ------------------ |
| **Reimbursement on target (RoT)** | ≥ 98%                  | ≥ 95.0%                    | ≥ 90.0%                 | < 90.0%            |


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