1.订单缺陷率。Target<1%，（差评+A-Z+CB）/总订单数≤ 1%
A. Negative Feedback Rate 差评
B.Filled A-to-Z Claim Rate 交易保障索赔
C.Service Chargeback Rate 退单拒付
2.Cancellation Rate 订单取消率
A. Pre-fulfllment Cancel Rate备货取消率<2.5%
B.Late Shipment Rate 迟发货率<4%
C.Refund Rate 退款率<5%
3.Contact Response Time 邮件往来时间
A.Responses times under 24 hours 24小时以内回复>90%
B.Late responses[迟回复 ≤10%
（1）No responses for more than 24 hours超过24小时没有回复
（2）Responses times over 24 hours 超过24小时回复
C.Averageresponsetime平均回复时间
4.On-Time Delivery按时发货率
A. Delivered on time按时发货>97%
B.Packages with tracking info 提供追踪号>98%
5.政策违规---累计计算，难以撤销
A.商品描述不符、图片违规
B.转移销售、沟通违规
C.发货违规、违禁刊登
D.刷评、侵权销售、销售假货 |
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