> 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).
* **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.
* **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.

**1B. Return Tracking Coverage**

* **Trigger**: Missing valid return label tracking IDs or trace events.
* **Impact**: Reverse logistics timelines cannot be verified.
* **How to Solve**: Check warehouse dispatch settings to ensure valid return tracking numbers are generated and transmitted.

**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).


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