Seller Performance Standards
Updated March 2026
To operate successfully on the platform, sellers should follow consistent service and fulfillment standards. Good performance directly impacts your sales volume — it improves operational reliability, reduces support issues, and creates a better buying experience that leads to more repeat customers.
Core Performance Areas
- Order acceptance speed — how quickly you review and confirm new orders
- Fulfillment reliability — how consistently you ship confirmed orders on time
- Stock accuracy — how well your inventory data reflects actual availability
- Shipping readiness — how efficiently you prepare and hand off parcels
- Catalog quality — the accuracy and completeness of your product data
Order Response Time
New orders must be reviewed and acted upon promptly. Sellers are required to confirm or reject orders within 4 business hours. Delays in confirmation slow down fulfillment, increase the risk of stock-outs, and can result in order cancellations.
- Check for new orders at least every few hours during business hours
- Confirm or reject each order within the 4 business hour window
- Reject only when fulfillment is genuinely impossible
Order Acceptance Quality
Only confirm orders you can actually fulfill. Incorrect confirmations create downstream problems in shipping and customer experience. Before confirming, always check:
- Is the product physically available in your inventory?
- Is the item in acceptable, sellable condition?
- Can you prepare and ship within the expected timeframe?
Stock Reliability
Accurate inventory is one of the most important performance factors. The platform depends on your source data being current. Poor stock accuracy leads to rejected orders and lost sales.
- Keep your store inventory synchronized at all times
- Deactivate products that are no longer available
- Review high-selling items more frequently for stock accuracy
Fulfillment Readiness
Orders should move from confirmation to shipment smoothly and predictably. Having a repeatable process for packing and courier handoff ensures consistent performance.
- Use standard packaging materials appropriate for your products
- Print labels correctly and attach them securely
- Keep products organized in storage for quick retrieval
- Make courier handoff efficient — have parcels ready before pickup
Recommended Internal SLA
Each seller should define internal service expectations for their team. These standards help ensure consistent operations:
| Area | Recommended Standard |
|---|---|
| Order confirmation | Within 4 business hours — sellers must change the order status within this timeframe |
| Shipment preparation | Immediately after confirmation |
| Stock updates | Continuous / daily review |
| Price rule review | Weekly or when strategy changes |
Partner rating
The rating reflects the orders you can influence: confirmation, handover, client cancellations and returns. Courier transit time is never scored.
Period and eligibility
Recalculated nightly for the current calendar month and the previous two months. For example, on 11 September the period is 1 July–11 September.
At least 10 eligible orders are needed. A component with no evidence is left out. If the remaining maximum is below 40 points, the result is “Not yet rated”.
How the points are calculated
Score = earned points ÷ available points × 100, rounded to the nearest whole number. Missing evidence is not treated as zero performance.
Use the first band that matches your result.
Confirmation speed · 35
Median working hours from order creation to confirmation. The clock runs Monday–Friday, 08:00–17:00 in your company’s time zone. A confirmation outside these hours, before any working time has passed, is excluded.
| Result | Points |
|---|---|
| Up to 4 working h | 35 / 35 |
| Up to 8 working h | 29.75 / 35 |
| Up to 12 working h | 23.8 / 35 |
| Up to 24 working h | 15.75 / 35 |
| Up to 48 working h | 7 / 35 |
| Over 48 working h | 0 / 35 |
Shipped on time · 30
Share of eligible shipped orders handed to the courier at or before their expected shipping date. The date is based on import time and the longest item preparation time. Orders whose ship-by equals creation because no preparation time was set are excluded. Median confirmation-to-shipping time is informational only.
| Result | Points |
|---|---|
| At least 98% | 30 / 30 |
| At least 95% | 25.5 / 30 |
| At least 90% | 19.5 / 30 |
| At least 80% | 12 / 30 |
| At least 60% | 4.8 / 30 |
| Under 60% | 0 / 30 |
Client cancellations · 25
Orders cancelled by you divided by eligible orders. Buyer cancellations are excluded from the calculation and carry no cancellation fee.
| Result | Points |
|---|---|
| 0% | 25 / 25 |
| Up to 2% | 22.5 / 25 |
| Up to 5% | 17 / 25 |
| Up to 10% | 10 / 25 |
| Up to 20% | 4 / 25 |
| Over 20% | 0 / 25 |
Returns · 10
Returned orders divided by eligible orders. A rate of 2% or less earns all 10 points.
| Result | Points |
|---|---|
| Up to 2% | 10 / 10 |
| Up to 5% | 8 / 10 |
| Up to 10% | 5 / 10 |
| Up to 20% | 2 / 10 |
| Over 20% | 0 / 10 |
Example: if confirmation has no evidence, 65 points remain available. Earning 52 of those points gives a score of 80, not 52.
Tiers and benefits
| Tier | Score | Benefit |
|---|---|---|
| Growing | 0–54 | Focus on the next component band to improve your score. |
| Bronze | 55–69 | Keep existing sales channels. |
| Silver | 70–84 | Priority translation and listing on new marketplaces. |
| Gold | 85–100 | Silver benefits, plus priority translation into new languages. |
Recorded fees
Fees are the amounts recorded by Mastersel on the order, including VAT. The app does not calculate a fixed fee from your score. Client cancellation costs use the recorded cancellation commission and VAT, or the normal order commission if cancellation costs are missing. Buyer cancellations are always free.
Return costs use the recorded delivery, storage, commission and return-to-seller amounts including VAT. Refused deliveries may also incur recorded return costs even when the order does not reach returned status. Logistics costs are passed through as recorded on the order.