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[ShopeeFood Merchant] What is Merchant Score in Partner App and How Does the Score Award the ‘Preferred’ Merchant Tag in ShopeeFood?

Preferred Merchants are exclusively selected by ShopeeFood in recognition of their excellent performance and customer service. Stores are evaluated based on a scoring system, and those that meet the criteria are awarded the ‘Preferred’ label, which will be displayed on ShopeeFood in search results and on homepages.

Benefits of Being a ShopeeFood Preferred Merchant

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.

How to Qualify for the ShopeeFood Preferred Merchant Program?

You do not need to register to participate in ShopeeFood Preferred Merchant. To be eligible, stores must meet all of ShopeeFood’s qualification criteria listed below:

Performance Criteria	Definition	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.)	5 pts
Store Ratings and Reviews	Monitor and maintain your store ratings within the app to ensure customer satisfaction.	5 pts
SKU Image Coverage %	The number of active SKUs with images uploaded by the merchant.	10 pts
Fast Preparation Rate	The percentage of orders marked as ready or picked up by the driver within 15 minutes.	30 pts
Mask as Ready Rate	The number of orders where the merchant marked them as ‘Ready’ divided by total net orders.	15 pts
Store Cancellation Rate	The percentage of orders canceled by the merchant. (eg. due to out-of-stock items or store closure.)	20 pts
Bad Order Rate	The percentage of orders with issues such as missing items, wrong items, or out-of-stock items.	5 pts
Pause Rate	The percentage of pause time taken by merchants compared to total operating hours.	10 pts
Total Points		100 pts

The Merchant Score in the Partner App shows the total points from all criteria. Merchants can review their scores for each criterion.

Qualification for ‘Preferred’ Tag:
- Store score >= 80 points
- Average daily orders >=0.3

Stores that meet these requirements will receive the Preferred Merchant tag on the first day of the next month.

Scoring Review Schedule:
- Scores are reviewed on the 25th of each month.
- Qualified stores will earn the tag for the next month.
- Stores that do not meet the requirements will lose their Preferred Merchant tag the following month and will be eligible to receive it again once the qualifications are met.

Merchants can view their scoring in the Partner App. For more details on each criterion and their scores, kindly see the references below.

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