Mirakl Quality Control (MQC) is an automated tool integrated into the platform that assesses the operational quality of each store based on its overall statistics..
Its goal is to maintain a minimum quality standard to ensure a good shopping experience on our Marketplace.
When a store is approaching non-compliance with some of the predefined criteria, MQC:
- First, it sends a preventive warning by email.
- If the statistics do not improve, it may lead to an automated suspension of the account.
There are currently seven main criteria, predefined by PcComponentes. All of them, except ratings, are calculated using the average of the last 30 days.
- In the case of customer reviews, an average of the last three months is used.
- These ratings cannot be removed, but a single unfair review has a limited impact thanks to the overall average.
The quality criteria are as follows:
| CRITERION | NOTES | ALERT | LIMIT |
|---|---|---|---|
| Incident rate | The percentage of open incidents compared to your orders. The time an incident remains open is NOT taken into account. | From 8%. | It cannot be equal to or greater than 9%. |
| Acceptance time | The time you take to accept an order once it comes in. | From 20 hours. | It cannot be equal to or higher than 24 hours. |
| Acceptance rate | The number of orders you accept and do not reject. | Below 97%. | It cannot be below 96% |
| Number of orders automatically rejected. | The number of consecutive orders rejected. | From 1. | It cannot be higher than 1. |
| Response time | The time you take to respond to customers or to us within the platform messages. | From 20 hours. | It cannot be higher than 24 hours. |
| Late shipment rate | The time you take to ship an order. | From 8%. | From 10%. |
| Tracking rate | Percentage of orders with a valid tracking number. | 91% | Below 90% |
This is the warning threshold that triggers an automatic warning message if any metric is approaching non-compliance.
It serves as a preventive reminder before reaching the precautionary closure.
If this value is reached, the store is automatically suspended and will not be able to operate on our Marketplace until it is reviewed and reopened.
- Only the rejection rate is measured as an absolute value. The rest of the criteria work as an average, so if you manage them correctly during the week, non-working days will not affect you negatively.
- Open cases (such as returns, invoice requests or general queries) do not negatively affect your metrics, and we do not consider them incidents.
- The valid schedule to calculate handling times is Monday to Friday from 09:00 to 21:00.
Important: You can check your updated metrics from the main dashboard of your seller account or click here:
If your store is automatically suspended by MQC, the system will send an email to the affected seller with a link to a mandatory form.
In order for us to review and assess the reopening, it will be necessary to complete that form:
- Identify the reason for the suspension and show that it has been understood.
- Submit an action plan with immediate measures to correct the incident.
- Include preventive measures to prevent it from happening again.