QUALITY ASSURANCE GUIDELINES

What is the purpose of the Quality Assurance Guidelines?

The Quality Assurance Guidelines provide best practice instructions for all Sellers and Shoppers to maintain high standards of service and to ensure “excellence in experience” while conducting business and shopping on the Platform. Capitalized Terms not otherwise defined herein shall have the same meaning as set forth in the Terms and Conditions of Use.

 Who do the Quality Assurance Guidelines apply to?

The Quality Assurance Guidelines apply to both Sellers and Shoppers.

 What are the Quality Assurance Guidelines?

The Quality Assurance Guidelines are managed by the Quality Assurance Team (QAT), who tracks and measures Seller and Shopper performance, and advocate and recommend improvements. The QAT will:

1. Understand the needs of Sellers and Shoppers.

Work in partnership with Sellers and Shoppers to ensure that the needs and expectations of each are fully understood so that the right quality service is provided within the expected time.

2. Understand Public Perception of the Parlour brand.

Continuously monitor the public’s perceptions of the Parlour brand in relation to the provision of exceptional customer experiences to both Sellers and Shoppers.

3. Ensure that the ‘Excellence in Experience’ expected is delivered.

Work closely with the Customer Success Team (CST) (who act as business account managers for Sellers) to ensure that Sellers and Shoppers are getting the right experience from the Platform.

4. Seek to Continually Improve the Platform and its Services.

Regularly and actively seek feedback from Sellers and Shoppers as a mechanism for continuous assessment and improvement of the Platform and its Services.

5. Continually Improve the Efficiency in Platform Resource Allocation.

Ensure the provision of appropriate resources, in terms of technology, cybersecurity, facilities and relevant skills to competently fulfill the required services of Sellers and Shoppers.

6. Manage and Improve Seller Account Health.

Manage and work with Sellers to progress their behaviours towards positive account health, through monitoring, analysis, reporting and communicating remedial action.

A Seller’s Account Health gives a broad overview of their business, their adherence to the Platform’s guidelines, and the Seller’s performance in meeting the needs and expectations of the Shopper. By adhering to the guidelines, Sellers can immediately identify problem areas that can be compromising their business and by extension the Parlour brand; and action the changes to improve or reverse negative patterns.

The Account Health Rating (AHR) helps Sellers monitor their account health based on their adherence to Platform guidelines. Considered factors such as the number of unresolved policy violations on a Seller account at any given time; the relative severity of those violations; and the extent to which the Seller positively (or negatively) impacts the Shopper experience via their selling activities. This rating does not change the Platform guidelines and will continue to be refined over time.

• To maintain ‘Good’ AHR: address all guideline violations in a timely manner.
• If the Seller’s AHR is ‘At Risk’ or ‘Critical’: their account may be at risk of deactivation.
• Sellers should ensure overall compliance with Parlour Terms, Guidelines, and applicable laws to avoid account deactivation, independent of the Seller’s AHR.  

Key indicators impacting a Seller’s AHR are as follows:

1. Order Return Rate

The Order Return Rate (ORR) is a key measure of a Seller’s ability to provide a good Shopper experience. It includes all orders with one or more defects represented as a percentage of total orders during a given 60-day time.

The following are the possible reasons prompting a Shopper to return items:

1. Poor Product Quality
2. Product Not as Described
3. Incorrect Order Received

Sellers are expected to maintain an ORR under 5% to sell on the Platform.

An ORR above 5% may result in account deactivation.

 

2. Order Refund Rate

The Order Refund Rate (ORER) is a key measure of a Seller’s ability to resolve Shopper return requests without it escalating to a refund request. ORER is calculated as the percentage of all order refunds requested over total orders, during a 60-day period.

The following are the possible reasons prompting a Shopper to request a refund:

1. Repeated Order Issues
2. No Stock Replacement for Preferred Item
3. Poor Shopper Service
4. Poor Shopper Response Speed

Sellers are expected to maintain an ORER under 3% to sell on the Platform. An ORER above 3% may result in account deactivation.

 

3. Order Cancellation Rate

The Order Cancellation Rate (OCR) includes all Seller-cancelled orders represented as a percentage of total orders during a given 7-day time. OCR only applies to Seller-fulfilled orders.

This metric includes all order cancellations initiated by the Seller, with the exception of those requested by the Shopper using the order-cancellation options in their account. Pending orders that are cancelled by the Seller directly on the Platform are not included.

Sellers are expected to maintain an OCR under 3% to sell on the Platform. An OCR above 3% may result in account deactivation.

 

4. Order Process Rate (OPR)

The Order Process Rate (OPR) includes all orders with shipment confirmations completed after the expected 48 to 72-hour processing time. OPR is represented as a percentage of total orders over both, a 30-day period. OPR only applies to Seller-fulfilled orders.

It is important for the Seller to confirm the shipment of orders by the expected ship date so that Shoppers can see the status of their shipped orders online.

The following results can occur due to an order with a confirmed late shipment date:

1. Negative feedback
2. Shopper cancellations
3. Shopper complaints (to the Platform)
4. Negative Shopper experience
5. Poor brand perception
6. Reduced Shopper loyalty

Sellers are expected to maintain an OPR under 3% to sell on the Platform. An OPR above 3% can result in account deactivation.

 

5. Valid Tracking Rate (VTR)

The Valid Tracking Rate (VTR) includes all shipments with a valid tracking number represented as a percentage of total shipments during a given 30-day time period. VTR only applies to Seller-fulfilled orders.

Shoppers depend on tracking numbers to find out where their orders are and when they can expect to receive them. The VTR is a performance metric that reflects those expectations.

Sellers are expected to maintain a VTR greater than 95% for their shipments. A VTR below 95% in a product category may result in restrictions on your eligibility to participate in Premium Shipping and guaranteed delivery.

 

6. Shopper Feedback Rate (SFR)

Certain negative performance metrics are caused by a Shopper's feedback based on their experience. Sellers should try to determine the cause of the problem and work with the Shopper to find an amiable solution through the following contact points:

1. Direct messaging on the Platform
2. Parlour Customer Experience (CX) Team, acting as an intermediary

The Shopper Feedback Rate (SFR) measures your response rate to Shopper queries and complaints via the Platform’s messaging tools. It is calculated as a percentage of the total number of responses over the total number of messages submitted by Shoppers, over a 60-day period. Communicating on the Platform ensures that accurate measurements of responses can be captured, as outlined in the Order and Customer Care Guidelines.

Sellers are expected to maintain a an SFR of over 98%, effectively responding to all messages submitted by Shoppers.

 

How does a Seller monitor their Account Health?

The Seller Account Health page (which can be accessed through the Parlour Seller Admin Portal) provides Sellers with visibility into their selling account’s adherence to the targets for various product policies as well as the below performance metrics:

 Account Health Rating

INDICATOR	ACRONYM	METRIC
Order Return Rate	ORR	< 5%
Order Refund Rate	ORER	< 3%
Order Cancellation Rate	OCR	< 3%
Order Process Rate	OPR	< 3%
Valid Tracking Rate	VTR	> 95%
Shopper Feedback Rate	SFR	> 98%

7. Ensure All Sellers and Shoppers are operating within the requisite Platform Terms, Codes, Guidelines and Notices (Terms and Conditions, Quality Assurance, Code of Conduct, Order and Customer Care, Security, Privacy)

Persistently perform random and scheduled quality control checks across the Platform, to ensure that all Sellers’ and Shoppers’ operations are in line with all terms and conditions, policies, and agreements to which they are legally bound.

8. Ensure that All Applicable Legislative Changes are Communicated.

Monitor for legislative changes that may impact upon any of the Platform’s Terms, Codes, Guidelines, Notices, and or agreements and ensure that any amendments to the laws of Trinidad and Tobago, are then reflected and published in updated versions of any affected agreements and/or policies. This shall also be communicated to all affected stakeholders

9. Report incidents of criminal activity

Criminal activity will be reported to the relevant authorities, with which the Company shall fully cooperate as required, to apprehend perpetrators of criminal activity on the Platform.

10. Enforcement of Penalties for Account Infractions.

Seller or Shopper Account infractions will be subject to specific penalties as outlined below.

TSTT will continuously seek to improve the infraction detection rate and management of the subsequent penalties, and associated actions, to be taken by the QAT, as follows:

For Shopper:

Shopper Infraction Level	Quality Event	Q AT Action
1.	·       Criminal Activity through or within the Platform ecosystem such as: Using stolen credit cards or any other illegal activity. ·       Sexual Harassment. ·       Physical Assault. ·       The use of threatening or abusive language, or attempts to intimidate Platform staff, partners, agents, fellow Platform Shoppers, or Sellers. ·       Violation of Terms and Conditions of use or any other unethical behaviour. ·       Discrimination. ·       Inclusion of personal or political commentary that may be considered defamatory. ·       Soliciting. ·       A Second (2nd) Level 2 Shopper Infraction Event (as outlined below).	Terminate
2.	·       Collusion with, or acceptance of, a bribe from a seller, with benefits in exchange for positive feedback or other similar actions as an inducement for the review. ·       Cancelling an order on the Platform and making/receiving payment via a third party/payment method outside of the Platform. ·       A Second (2nd) Level 3 Shopper Infraction Event (as shown below).	Suspend - 60 days
3.	·       Redeliver an order to another Shopper on behalf of the Seller instead of returning item (per the Order Return Guidelines). ·       Using an item and then returning it as unused. ·       Non-response to Platform communications within two business days. ·       Giving negative reviews based on false, erroneous or inaccurate information. ·       Shopper Account Health Issues (Failed Third Attempt to remedy). ·       A Second (2nd) Level 4 Shopper Infraction Event (as shown below).	Suspend - 30 days
4.	·       Shopper Account Health Issues (First Attempt to remedy). ·       Shopper Account Health Issues (Second Attempt to remedy). ·       Shopper Account Health Issues (Third Attempt to remedy). ·       Non-response to Platform communications within two (7) days. ·       Giving unfair feedback.	Remedial Support

 

For Seller:

Seller Infraction Level	Quality Event	Q AT Action
1.	·       Criminal Activity through or within the Platform ecosystem such as: Listing stolen or illegal items. ·       Sexual Harassment. ·       Physical Assault. ·       The use of threatening or abusive language, or attempts to intimidate Platform staff, partners, agents, fellow Platform Sellers, or Shoppers. ·       Violation of the Platform’s Terms and Conditions of use or any other unethical behaviour. ·       Discrimination. ·       Inclusion of personal or political commentary that may be considered defamatory. ·       A Second (2nd) Level 2 Seller Infraction Event (as outlined below).	Terminate
2.	·       Collusion with, or attempts to, bribe a Shopper with benefits in exchange for positive feedback or other similar actions as an inducement for the review. ·       Unclear pricing, descriptions that include instructions to contact the Seller for pricing details or to negotiate a price (even though the item does have a valid price attached to it). ·       Cancelling an order on the Platform and redirecting a Shopper to pay you via PayPal or any other means. ·       The redirection of orders in any manner, including but not limited to having a Shopper redeliver an order to another Shopper. ·       Stating that returns are permitted, and then telling Shoppers they must wait until another Shopper is found. ·       Not offering a refund for incorrectly described items. ·       Not offering a refund for orders that were delivered past estimated delivery timeframe. ·       A Second (2nd) Level 3 Seller Infraction Event (as outlined below) for Seller.	Suspend - 60 days
3.	·       Listing inaccurate or incorrect product information, or item descriptions resulting in the misrepresentation of an inventory item. ·       Non-response to Platform communications within twenty-four (24) hours. ·       Attempting to delay or avoid Shoppers’ return requests beyond seven (7) days to justify the non-compliance of the Seller’s responsibilities. ·       Seller Account Health Issues (Failed Third Attempt to remedy). ·       A Second (2nd) Level 4 Seller Infraction Event (as outlined below)	Suspend - 30 days
4.	·       Failure to respond to all Shopper enquiries pre- and post-order. ·       Seller Account Health Issues (First Attempt to remedy). ·       Seller Account Health Issues (Second Attempt to remedy). ·       Seller Account Health Issues (Third Attempt to remedy). ·       Non-response to Platform communications within twenty-four (24) hours.	Remedial Support

 

Please reference the Seller’s Terms and Conditions of Use for more information.

 

Have more questions?

Click here to Chat with us.

Reach us by email help@parlourcaribbean.com