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[ShopeeFood Merchant] Understanding Merchant Score & Unlocking the 'Preferred' Tag in Partner App
Performance Criteria | Definition | Minimum Requirement | Full Score Requirement | Requirements |
Store Logo and Banner | Customize your store logo and banner to enhance your store’s appeal. (Note: Use your top selling food as the store logo. Default logo and banner are not included.) | With Logo and Banner | 5 pts | |
Store Ratings and Reviews | Monitor and maintain your store ratings within the app to ensure customer satisfaction. | 4 star | 4.5 star and above | 5 pts |
SKU Image Coverage % | The number of active SKUs with images uploaded by the merchant. | >= 95% | 10 pts | |
On-Time Rate % | The percentage of orders completed within the estimated preparation time (ETA). | 60% | 90% | 30 pts |
Mask as Ready Rate | The number of orders where the merchant marked them as ‘Ready’ divided by total net orders. | 60% | 90% | 15 pts |
Merchant Induced Cancellation Rate | The percentage of orders canceled by the merchant. (eg. due to out-of-stock items or store closure.) | 5% | 0.5% | 20 pts |
Bad Order Rate | The percentage of orders with issues such as missing items, wrong items, or out-of-stock items. | 2% | 1% | 5 pts |
Pause Rate | The percentage of pause time taken by merchants compared to total operating hours. | 25% | 15% | 10 pts |
Total Points | 100 pts | |||
Detailed Score Breakdown
Store Logo and Banner: Customize your store logo and banner to enhance your store’s appeal.
Store Ratings: Monitor and maintain your store ratings within the app to ensure customer satisfaction.
SKU Image Coverage %: The number of active SKUs with images uploaded by the merchant.
On-Time Rate %: The percentage of orders completed within the estimated preparation time (ETA).
Mask as Ready Rate: The percentage of orders where the merchant marked them as ‘Ready’.
Merchant Induced Cancellation Rate: The percentage of orders cancelled by the merchant. (eg. due to out-of-stock items or store closure.)
Bad Order Rate: The percentage of orders with issues such as missing items, wrong items, or out-of-stock items.
Pause Rate: The percentage of pause time taken by merchants compared to total operating hours.
Note: Stores that do not meet the minimum threshold for a metric will receive 0 points for that metric.
- Preferred Merchants are exclusively selected by ShopeeFood in recognition of their excellent performance and customer service. Stores that meet the following criteria will be awarded the ‘Preferred’ Merchant tag, which is displayed in search results and on homepages:
- Store score >= 80 points
- Average daily orders >=0.3
- Scores are reviewed on the 25th of each month.
- Qualified stores will earn the tag on the first day of the next month.
- Stores that do not meet the requirements will lose their Preferred Merchant tag the following month but can earn it again once the qualifications are met.
- Increased Exposure (In-App & Out-of-App): Gain additional promotional support from ShopeeFood to boost your store’s visibility and attract more customers.
- Exclusive ‘Preferred’ Tag for Better Visibility: Your store will display a ‘Preferred’ tag, helping buyers distinguish your store from regular merchants and increasing customer trust.
