Dynamic 'Customer Questions' standard during GrowStart
With the GrowStart period, we ensure you can get off to a flying start with your new seller account. For example, by jointly evaluating your performance against the service standards. We observe that the number of customer questions heavily depends on the product category(ies) in which you sell. To help you successfully complete the GrowStart, new seller accounts will have a dynamic standard for customer questions instead of a static one, effective June 27.
The GrowStart
The GrowStart is the initial period for a new seller account. During this time, you can get acquainted with the service standards 'Items on time', 'Cancellations', and 'Customer questions', without the risk of receiving strikes. At the end of the GrowStart, we'll review your performance against these service standards during this period and determine if you've successfully completed the GrowStart.
What's changing
Currently, during the GrowStart, we apply a 5% standard for 'Customer questions'. This means that customer questions should not exceed 5% of all orders. As of June 27, 2023, we are replacing this static standard with a dynamic standard. This standard will be based on the product category(ies) in which you sell.
View the dynamic service standard per product category and an example calculation
Customer question standard after GrowStart
Preventing customer questions has a positive effect on your customer's satisfaction. Currently, we do not yet apply a dynamic standard when assessing performance after the GrowStart. We will soon start a series of experiments to determine how we can implement this. Our aim is to help you continue to be as successful as possible selling via our platform, even after the GrowStart.