My performance: Introduction to operation goals 1. Operation goals – Violation of listing regulations
Prohibited products
Sellers are responsible for ensuring that the products listed for sale on Shopee comply with all legal regulations and Shopee’s terms and conditions.
Prohibited products include:
Products that do not comply with legal regulations or Shopee’s terms and conditions
The products you list must actually be on sale, and advertising products may not be listed
The product page contains contact information of other platforms or sellers, intending to tell buyers to buy through platforms other than Shopee
Changing the original and sold product to another new product, the sales volume and evaluation of the new product will mislead buyers
Infringement of intellectual property rights/selling imitations
Sellers may not list products that infringe on the intellectual property rights of others or publish information that infringes on the intellectual property rights of others. Infringing goods refer to goods that highly imitate a specific brand and are intended to deceive or defraud buyers, including but not limited to the following features:
Fakes or replicas of a specific brand
Goods that have never been manufactured by a specific brand
The trademark marked on the product itself, packaging or any product-related items is not legally authorized
The product has features that are very similar to a specific brand (for example: copying or imitating the logo of a specific brand), but has not been authorized by the registered trademark owner
Misleading and false products
To ensure a good user experience, any attempt to influence and manipulate search results is prohibited, including:
Listing duplicate products: refers to products on the shelves that have no obvious differences. Sellers cannot use the same account or multiple accounts to list duplicate products
Irrelevant keywords: refers to the use of search keywords that are irrelevant to the product in the product name
Misleading and false prices: refers to the use of abnormally high or abnormally low prices to attract clicks, but the product is not actually sold at that price
Proportion of products with long inventory
To improve user experience, the proportion of products with long inventory in Shopee sellers’ stores must be <10%:
Calculation formula: total number of products with long inventory/total number of store products (long inventory refers to products with inventory days >= 5 days)
Auction sellers: If your store has >= 100 products with long inventory and the proportion of products with long inventory is >= 10%, Shopee will adjust the upper limit of your store’s product quantity to 500
Preferred & Mall Sellers: If your store has a longer inventory ratio of >10% for more than 5 days in the past 30 days, Shopee will adjust the upper limit of your store’s product quantity to 500 piecesViolation of other listing regulations
In the following cases, your products may also be removed or deleted:
Using the wrong product category
Using product images of poor quality
Not providing relevant certification numbers, licenses or other relevant product information in accordance with regulations
Not meeting Shopee’s listing regulationsClick to view Shopee’s product listing regulations and seller regulations
2. Operational goals-order performance
Order incomplete rate
The order incomplete rate is calculated by dividing the number of orders canceled by the seller in the past 7 days plus the number of orders returned and refunded by the total number of orders. In other words, only orders canceled by the seller will be counted, and orders canceled by the buyer will not be included.
Seller Cancellation Rate
The seller cancellation rate is calculated as the percentage of orders canceled by sellers in the past 7 days out of the total number of orders.
Return-Refund Rate
The return-refund rate is calculated as the percentage of return and refund orders filed by buyers in the past 7 days out of the total number of orders.
Preparation Time
The preparation time is calculated by adding up the number of days required for all products from preparation to shipment in the past and averaging them.
Delayed Shipment Rate
The delayed shipment rate is calculated as the percentage of orders that were not shipped within the shipping days in the past 7 days out of the total number of shipped orders
3. Operational Target – Store Customer Service
Chat Response Rate
The chat response rate is calculated as whether you have responded within 12 hours of receiving a new message. Automatic replies are not included in this calculation (see more about chat response rate).
Response speed
The chat response time is calculated by adding up the time you respond to the buyer’s chat information and averaging it.
4. Operational goal – customer satisfaction
Total store evaluation
The total store evaluation is calculated by adding up the evaluations given by all buyers who have purchased goods from you and averaging them.
Original details from shopee official website:
My performance: Introduction to operation goals1. Operational goal – Violation of listing regulations
Prohibited goods
Sellers are responsible for ensuring that the goods listed for sale on Shopee comply with all legal regulations and Shopee’s terms and conditions.
Prohibited products include:
Products that do not comply with legal regulations or Shopee’s terms and conditions
The products you list must be actually on sale, and you are not allowed to list advertised products
The product page contains contact information of other platforms or sellers, intending to tell buyers to purchase through platforms other than Shopee
Changing the original and sold product to another new product, the sales volume and evaluation of the new product will mislead buyers
Infringement of intellectual property rights/selling counterfeit products
Sellers are not allowed to list products that infringe on the intellectual property rights of others or publish information that infringes on the intellectual property rights of others. Infringing goods refer to goods that closely imitate a specific brand and are intended to deceive or defraud buyers, including but not limited to the following features:
Fakes or copies of a specific brand
Goods that have never been manufactured by the specific brand
The trademarks marked on the product itself, packaging or any product-related items are not legally authorized
Goods have features that are very similar to a specific brand (for example: copying or imitating the logo of a specific brand), but are not authorized by the registered trademark owner
Misleading and false goods
To ensure a good user experience, any attempt to influence and manipulate search results is prohibited, including:
Listing duplicate products: refers to products listed without obvious differences. Sellers cannot use the same account or multiple accounts to list duplicate products
Irrelevant keywords: refers to the use of search keywords that are not related to the product in the product name
Misleading and false prices: refers to the use of abnormally high or abnormally low prices to attract clicks, but the product is not actually sold at that price
Longer stock ratio
To improve user experience, The proportion of long-term stocking items in Shopee sellers’ stores must be <10%:
Calculation formula: total number of long-term stocking items/total number of store items (long-term stocking refers to items with a stocking period of >= 5 days)
Auction sellers: If your store has >= 100 long-term stocking items and the proportion of long-term stocking items is >= 10%, Shopee will adjust the upper limit of your store’s product quantity to 50 0 pieces
Preferred & Mall Sellers: If your store has a longer inventory ratio of more than 10% for more than 5 days in the past 30 days, Shopee will adjust the upper limit of your store’s product quantity to 500 pieces
Violation of other listing regulations
Your products may also be removed or deleted in the following situations:
Using the wrong product category
Using products with poor quality Poor product pictures
Failure to provide relevant certification numbers, licenses or other relevant product information in accordance with regulations
Not in compliance with Shopee listing regulationsClick to view Shopee product listing regulations and seller regulations
2. Operational objectives – order performance
Order incomplete rate
The order incomplete rate is calculated by the number of orders canceled by the seller in the past 7 days plus the number of orders returned and refunded, divided by the total number of orders. In other words, only orders canceled by the seller will be calculated, and orders canceled by the buyer are not included.
Seller cancellation rate
The seller cancellation rate is calculated as the percentage of orders canceled by the seller in the past 7 days to the total number of orders.
Return-Refund Rate
The return-refund rate is calculated as the percentage of return and refund orders filed by buyers in the past 7 days to the total number of orders.
Stocking Time
The stocking time is calculated by adding up the days required for all products from stocking to shipment and averaging them.
Delayed Shipment Rate
The delayed shipment rate is calculated as the percentage of orders that were not shipped within the shipping days in the past 7 days to the total number of shipped orders
3. Operational Target-Store Customer Service
Chat Response Rate
The chat response rate is calculated by whether you have responded within 12 hours of receiving a new message. Automatic replies are not included in this calculation (see more about chat response rate).
Response speed
The chat response time is calculated by adding up the time you take to respond to the buyer’s chat message and averaging it.
4. Operation goal – customer satisfaction
Overall store rating
The overall store rating is calculated by adding up the average ratings given by all buyers who have purchased from you.
Article source: Shopee official website