Seller KPIs: Cancellation Rate & Return Rate Reasons Selection

Objective

Current KPI calculations for Cancellation rate/Cancellation rate (weighted) and Return rate/Return rate (weighted) do not take into account specific cancellation/return reasons.

As a Venture, however, I might want to calculate these two KPIs using only the reasons that the Seller is responsible for, whether the update comes from Order Management System (OMS) or Seller Center.

Critical Knowledge

  • In order to use this feature, you need to create a TMLSD ticket asking to enable core:seller_rating/configurable_seller_cancellation_reasons/enabled.
  • To integrate external cancellations (cancellation that can be done by Venture’s customer service on OMS), OMS development will be needed. Details can be found in the Seller Center OMS API.
  • Current behavior will not change once the feature is enabled. All reasons will be included by default.

Setting Up Reason Selection

To perform these steps, configuration parameter needs to already be enabled by TMLSD.

Step Description Image
1
  • A new tab “KPI Configuration” appears in the Seller rating setup menu.
  • Select the KPI you want to refine in the dropdown menu.
2
  • Use the arrows or drag-and-drop to exclude or include reasons from the calculation.
 3
  • Select “Yes” or “No” for “Include empty reasons in KPI calculation”
4
  • Click “Submit All and Finish” to save.