In this article, you will find summarized information about the "Top Seller" program and about the benefits and requirements for obtaining such a status on the platform.
Top seller is a status received only by a group of sellers who meet the requirements set by "Ovoko", this status provides additional visibility on the search and product pages, and also informs buyers about the good results and high level of service provided by the sellers in this program.
Basic requirements - in order to obtain the status of "Top Seller" it is necessary to meet certain criteria and requirements. We note that the requirements may change and are updated every quarter. We reserve the right to remove the seller from the program if we find that sellers are trying to meet the criteria in an unfair way.
Program benefits are a collection or individual benefits or exclusives provided to program participants as a way to encourage and reward a group of sellers with this status. It is important to note that benefits may vary.
Requirements for the seller:
- Minimum number of orders per month - 15 or more
- Cancellations due to seller fault (of items) - less than 1% monthly
- Return percentage due to seller fault (of items) - less than 4% monthly
- Overdue shipments - less than 10% monthly, the shipment is counted as overdue when the seller takes more than estimated to ship the order. More about calculation can be found HERE.
Key program benefits for sellers:
- Additional visibility on the platform, a status badge is visible next to the seller's name
- Priority service of support by e-mail (in future we will include phone line as well)
- Additional package insurance when packages are damaged due to the fault of the couriers
F.A.Q.
1. How do I know if I am already participating in the program?
First, you need to check the monthly newsletter where you will see if you have met the requirements, the criteria in the attached PDF file are highlighted in green. You will also see the status change in the system.
This is how status will be visible in the system:
Seller is not in the "Top Seller" program:
Seller participates in "Top Seller" program
Also, all sellers participating in the program will receive an additional e-mail with information about enrollment in the program.
2. When are the criteria calculated and when will I be enrolled in the program?
The criteria are calculated by tracking the sales of the second last full month. If you met all the criteria in January, on March 1 you will be awarded Top Seller status.
3. Will my ads be displayed above others?
It's worth mentioning that this status will have great impact on ads sorting so as quality metrics and ratings. As well as buyers will see additional icons indicating that the product is sold by a company with Top Seller status.
4. How will I benefit from additional package insurance?
Sellers who will participate in the program are entitled to receive 50% compensation for damage to parcels during transportation, if the package was packed according to shipping rules (link) and claim can be made to courier company, upon submitting it, the seller will be paid 50% of the value of the sold item, but no more than EUR 300 excluding VAT per one order. This insurance will only apply to damaged shipments due to the fault of the couriers. If the package is not properly packed, the benefit will not apply.
Seller must provide and keep photos of original package, otherwise insurance will not apply.
You can read more about additional package insurance HERE.
5. What reasons for returns and cancellations are counted in the statistics?
Cancellations:
- Parts not in stock
- The product was damaged during storage
- Defects were not specified in the ad
- Order cancelled due to inactivity
Returns:
- The part is not working
- The quality of the part is not satisfactory
- The product did not match the description
- Damaged during transit
- I did not receive the item
- I received the wrong item
6. The buyer raised a return, but the reason he chose is completely wrong?
In this case, please attach a photo disputing the reason and send the letter to this email address: csm@ovoko.com
Subject: Please change the reason for the return (order number).
In the content, you must attach a photo or other evidence and briefly describe the situation. After examining the request, you will receive an answer within 48 hours.
Only returns with status "Processing" can be adjusted. If return is completed, we no longer can change the reason of the return.
7. I received an email that I was removed out of the "Top Seller" program, why?
Sellers who no longer meet the requirements to participate in the program are removed and receive a separate e-mail with information. The most common reason for this is that the number of cancellations is exceeded. If the seller improves, at the beginning of the following month, the status will be given back.