Alltricks measures the service quality of every shop through five indicators tracked in Mirakl. This article explains where to find your rates, which thresholds trigger a suspension, and how to respond to a quality alert.
⚠️ Important
Your quality standards are calculated and reviewed from your first 25 orders. You therefore need to be fully operational from the moment your shop goes live: an account suspended after an insufficient action plan takes a long time to restore.
Where do I find my quality rates in Mirakl?
Your service quality criteria are shown at the bottom of the home page of your Mirakl back office.
Click Statistics to display your performance in detail.
These tables provide additional detail on your overall performance:
- Acceptance rate: percentage of orders you accepted.
- Incident rate: percentage of after-sales requests turned into an incident.
- Refund rate: percentage of orders refunded.
- Late shipment rate: percentage of orders shipped late.
- Acceptance time: average time you take to accept an order.
- Shipping time: average time you take to ship an order.
- Response time: time you take to answer a customer request in the Mirakl messaging system.
- Auto-rejection rate: percentage of orders you did not accept within 5 days.
Which thresholds trigger a suspension?
Service quality criteria are defined in the Alltricks terms of service. The values in the Suspension column are the ones that apply. If any of these criteria is not met, your shop is temporarily suspended.
| Criterion | Suspension threshold |
|---|---|
| Incident rate | > 5% |
| Refund rate | > 8% |
| Acceptance rate | < 95% |
| Number of automatically rejected orders | > 2 |
| Response time (over the last 6 months) | > 24h |
⚠️ Important
The number of automatically rejected orders remains a ground for automatic suspension: above 2 automatically rejected orders in total, your account is suspended and your offers are taken offline.
How does the Mirakl quality alert system work?
When a threshold is exceeded, Mirakl sends you an automatic email stating which rates are affected. The alert is also displayed at the top of the home page of your Mirakl back office when you log in.
When you receive the alert, analyse where the problem comes from on your side: review the affected rates and prepare your explanation, in case you are asked to justify them. The goal is to understand what internally triggered the threshold breach.
The Alltricks quality team reviews all alerted seller partners once a month. The review focuses mainly on messages, but also on other internal indicators, such as the tracking link completion rate. Two outcomes are possible:
- Your after-sales service is well managed, you find solutions and answer customers quickly: the poor rates do not reflect a poor customer experience. No action plan is requested, but you may be contacted to adjust a few points.
- Your after-sales service is poorly managed (long response times, incidents resolved late, missing tracking links on orders): an action plan is requested.
What happens if I am asked for an action plan?
The action plan takes the form of a questionnaire in which you describe the measures you will put in place to correct the quality issues identified. You have 5 days from the date you receive the email to submit it through the action plan submission form.
Three outcomes are possible:
| Situation | Consequence |
|---|---|
| Action plan not submitted within 5 days | Your shop account is suspended and your offers are removed from the Alltricks website. |
| Action plan considered insufficient | You are contacted again. If no agreement is reached, your shop is suspended. |
| Action plan considered sufficient | Your shop is monitored for 3 months to give you time to improve your rates. If the rates have not improved after 3 months, your shop is suspended. |
In short
- Your standards are calculated from your first 25 orders: be operational from day one.
- Check your rates at the bottom of the Mirakl home page, then in Statistics.
- The values in the Suspension column of the terms of service apply: a single breached criterion is enough to suspend your shop temporarily.
- Respond to a quality alert by analysing your rates, then submit the action plan within 5 days if one is requested.
Learn more
- How do I handle an incident?
- How do refunds work on an order?
- What should I do if my shop is suspended?
- How do I accept or reject my orders?
Need help?
Open a ticket from the Marketplace support form. One request = one ticket.
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