Mirakl Quality Control (MQC) – What is it?
Mirakl Quality Control (MQC) is an automated quality tool integrated into the platform that measures store performance based on overall statistics. When a store is close to reaching one of the predefined quality thresholds, it first sends a warning email, and if the statistics continue to decline, the system proceeds to automatically suspend the account.
The criteria are as follows:
| CRITERIA | OBSERVATIONS | ALARM | LIMIT |
|---|---|---|---|
| Incident rate | The percentage of open incidents relative to your orders. The time an incident remains open is NOT taken into account. | From 8%. |
Cannot be equal to or greater than 9%. |
| Acceptance time | The time it takes you to accept an order once it is received. | From 20 hours. |
Cannot be equal to or greater than 24 hours. |
| Acceptance rate | The number of orders you accept and do not reject. | Below 97%. |
Cannot be below 96%. |
| Number of automatically rejected orders | The number of consecutively rejected orders. | From 1. |
Cannot be greater than 1. |
| Response time | The time it takes you to respond to customers or us within the platform messages. | From 20 hours. |
Cannot be greater than 24 hours. |
| Late shipment rate | The time it takes you to ship an order. | From 8%. |
From 10%. |
| Tracking rate | Percentage of orders with a valid tracking number. | 91% |
Below 90% |
Quality Criteria:
Currently, there are seven predefined criteria. All of them, except reviews or ratings, are calculated based on the average of the last 30 days. Reviews or ratings are based on a three-month average and cannot be deleted or removed. Since it's an average, an unfair review will be diluted by the rest.
Alert:
This is the preset threshold at which the system sends you an automated message informing you that you're close to breaching a criterion, before your account is temporarily suspended:
Limit:
This is the preset threshold at which the system will automatically suspend your account. Once reached, you will not be able to sell through our Marketplace until the store is reopened. Although the Marketplace team monitors these indicators, consult your Account Manager in the event of a precautionary closure.
Other considerations to keep in mind:
- Except for the rejected orders rate, the rest of the criteria are averages. This means that even if you don’t accept orders or respond to messages over the weekend, as long as the rest of the days are within the required timeframe, the metric won't negatively affect you.
- Cases opened for returns, invoices, or other inquiries do not negatively affect your statistics and are not considered incidents.
- Keep in mind that the operating hours for order acceptance and message replies are Monday to Friday from 09:00 to 21:00.