Trader Performance Measurement

Moorest places high importance on sustaining the trust of our customers. That’s why we established performance targets for traders so that customers can book appointments with a sense of safety and security.

Trader Performance Targets

All traders should be working to obtaining and maintaining a level of customer service that meets the following seller performance targets for every product they sell:

  • Inadequate service quality : < 2.5%
  • Service cancellation rate: < 5%
  • Service delay and late start: < 5%

Failure to meet these targets can result in the suspension or removal of your trader account.

Inadequate service quality

This is the percentage of your orders that have received a negative review, a Moorest Service Guarantee claim, or a service payment chargeback. It allows us to estimate the overall performance with a single metric.

  • A trader who maintains a low percentage of negative feedback reflects our customer-centric philosophy. One- and two-star ratings are considered negative.
  • A trader who works proactively with clients to resolve service problems will avoid most Moorest Service Guarantee claims. We estimate your claims rate using the percentage of all services provided through Moorest Marketplace of any status that involved a claim.
  • When a customer disputes a purchase charged to their debit card with their bank, it’s referred to as a service chargeback request.

Service cancellation rate

This is the number of service bookings canceled by a trader before the service start date stated in the booking divided by the total number of trader appointments in the relevant time. To calculate this metric, we consider all order cancellations initiated by the trader for any reason.

Service delay and late start

This is the number of service bookings delayed by a trader before service start time stated in the booking divided by the total number of trader appointments in the relevant time. To calculate this metric, we consider all order bookings delayed by the trader for any reason.

Performance Review And Notification Process

We regularly review the performance of all traders and notify them when they are off-target. This review process is designed to give you time to improve your performance.

In most cases, we contact sellers with poor performance to ask for measurable improvement within 60 days of the first warning. Occasionally, sellers with a performance that has fallen significantly below target are immediately suspended or blocked.

If your trader account has been suspended, you may be eligible for reinstatement. You can appeal our decision by providing our Trader Performance team with a plan of action for correcting the problems that have contributed to this action. Learn how to Appeal the restriction or removal of trading privileges.