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Automated quality criteria

  • Updated

 

Mirakl Quality Control, also known as MQC, is an automated tool that reviews the operational quality of your shop using its general metrics.

Its purpose is to detect deviations and maintain a minimum quality level on PcComponentes Marketplace.

Important: when a metric approaches its limit, MQC first sends a preventive warning. If it reaches the suspension threshold, the shop is automatically suspended for a minimum of 2 weeks and payments are blocked.
Contents
  1. What MQC is
  2. Automated quality criteria
  3. What warnings are
  4. What happens when a limit is reached
  5. NPS and delivery efficiency
  6. Where to review your metrics
  7. What to do if your shop is suspended
  8. Summary
1️⃣ What MQC is

MQC automatically reviews certain operational metrics for your shop:

  • Order acceptance.
  • Incident rate.
  • Valid tracking.
  • Order acceptance time.
  • Message response time.

If a metric approaches the defined limit, you will receive a preventive warning so that you can correct the situation.

If the metric reaches the suspension threshold, the system will automatically suspend the shop.

2️⃣ Automated quality criteria

PcComponentes has configured five main criteria in Mirakl Quality Control. They are reviewed by sales channel using data from the previous month.

  • The rules apply when the shop reaches a minimum of 30 orders in one month.
  • Shop ratings are not part of the warning or suspension rules.
  • The warning is preventive. Automatic suspension only applies when the suspension threshold is reached.
Criterion What it measures Warning Automatic suspension
Acceptance rate Percentage of orders that you accept and do not reject. Below 99%. Below 98%.
Incident rate Percentage of open incidents compared with your orders. The length of time an incident remains open is not included. 4% or higher. 5% or higher.
Tracking rate Percentage of orders with a valid tracking number. Below 91%. Below 90%.
Acceptance time Time taken to accept orders after they enter your shop. 20 hours or longer. 24 hours or longer.
Response time Time taken to reply to customers or PcComponentes in the platform messaging system. 20 hours or longer. 24 hours or longer.
Please note: these criteria form part of the automated MQC control. NPS and delivery efficiency are reviewed using separate controls and reports.
3️⃣ What warnings are

A warning is triggered when a metric approaches the suspension threshold.

This warning allows you to review the situation and take action before the shop is suspended.

Recommendation: do not wait until the limit is reached. Review the affected metric, identify the cause and apply improvement measures after the first warning.

If you receive a warning, see How to improve your quality indicators and prepare an action plan to identify the cause of the deviation and define measures before the suspension threshold is reached.

4️⃣ What happens when a limit is reached

The limit is the maximum or minimum permitted value for each criterion.

If a metric reaches the suspension threshold, Mirakl automatically suspends the shop.

  • The suspension begins when the system blocks the shop.
  • The suspension lasts for a minimum of 2 weeks.
  • Payments remain blocked throughout the suspension.
  • The suspension prevents the shop from receiving new sales on PcComponentes Marketplace.
  • You must continue managing and shipping orders that have already been accepted.
  • You must continue handling open incidents until they are resolved.
  • The shop is not automatically reactivated after the 2 weeks have passed.
Important: after the 2 weeks have passed, the shop and payments will remain blocked until you request reactivation and the reopening is approved.
5️⃣ NPS and delivery efficiency

In addition to the MQC criteria, PcComponentes Marketplace reviews other indicators related to the customer experience:

  • NPS: measures customer satisfaction after orders have been delivered.
  • Delivery efficiency: measures whether orders arrive on or before the date promised to the customer.

These indicators are communicated through weekly reports and help identify opportunities for improvement.

Important: a low NPS or delivery efficiency result does not automatically suspend the shop or block payments. These consequences depend exclusively on the limits configured in MQC.

For more information, see NPS and delivery efficiency .

6️⃣ Where to review your metrics

Open the main Mirakl dashboard and locate the Quality control section.

This section shows the status of your operational metrics and helps you identify whether any of them are approaching the configured limits.

You will also receive automatic messages when a metric triggers a warning or when the shop is suspended.

7️⃣ What to do if your shop is suspended

When MQC automatically suspends your shop, you will receive a message containing a link to the mandatory reopening request form.

Before completing the form, use How to improve your quality indicators and prepare an action plan to analyse your shop data and prepare the measures you will include in the action plan section.

The action plan section must include at least:

  • The root cause of the metric that led to the suspension.
  • The corrective actions you will apply immediately.
  • The preventive measures that will stop the problem from recurring.
  • The people or teams responsible for each measure.
  • The expected completion dates.
  • The targets and metrics you will use to confirm the improvement.
Important: the plan must be completed within the form. Sending it by email or Mirakl message does not replace the reopening request. The review will not begin if the action plan section is incomplete.

If you do not request reactivation or complete the action plan section, the shop will remain suspended and payments will remain blocked. Reopening will only take place after the minimum suspension period has ended and the request has been reviewed and approved.

8️⃣ Summary
  • MQC: automatically reviews five operational metrics for the shop.
  • Warnings: are preventive notices sent before the suspension threshold is reached.
  • Automatic suspension: occurs when a metric reaches the limit configured in MQC.
  • Duration: the suspension lasts for a minimum of 2 weeks.
  • Payments: remain blocked for as long as the shop remains suspended.
  • New sales: the shop cannot receive new orders during the suspension.
  • Open orders and incidents: you must continue managing accepted orders and handling open incidents.
  • Reopening: is not automatic. You must complete the form, including the action plan section.
  • Action plan: analyse the root cause and define measures, responsible persons, dates, targets and monitoring metrics.
  • Required channel: sending the plan through another channel does not replace the reopening form.
  • NPS and delivery efficiency: are reviewed separately and do not automatically suspend the shop or block payments.

 

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