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Automated quality criteria

  • Updated

 

Mirakl Quality Control, also known as MQC, is an automated tool integrated into Mirakl that evaluates each shop’s operational quality based on its overall statistics.

Its purpose is to maintain a minimum quality standard and ensure a good shopping experience on PcComponentes Marketplace.

Important: when a shop is close to failing one of the defined criteria, MQC first sends a preventive warning. If the statistics do not improve and the defined limit is reached, the account may be suspended automatically.
Contents
  1. What MQC is
  2. Automated quality criteria
  3. What warnings are
  4. What limits are
  5. Other quality indicators: NPS and delivery efficiency
  6. Where to check your metrics
  7. What to do if your shop is suspended by MQC
  8. Summary
1️⃣ What MQC is

MQC automatically reviews certain operational metrics for your shop, such as order acceptance, response times, late shipments or tracking rate.

If a metric approaches the defined limit, you will receive a preventive warning so you can correct the situation before it affects your shop’s operations.

If the metric reaches the defined limit and does not improve, MQC may automatically suspend the account.

2️⃣ Automated quality criteria

PcComponentes has configured five main criteria within Mirakl Quality Control. These criteria are reviewed separately for each sales channel using data from the previous month.

  • The rules apply once a minimum of 30 orders in one month has been reached.
  • Shop ratings are not included in either the warning or suspension rules.
  • A warning acts as a preventive notice. Automatic suspension is only applied when the corresponding 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 incidents opened in relation to your orders. The amount of time an incident remains open is not taken into account. Equal to or above 4%. Equal to or above 5%.
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. Equal to or above 20 hours. Equal to or above 24 hours.
Response time Time taken to respond to customers or PcComponentes through platform messages. Equal to or above 20 hours. Equal to or above 24 hours.
Keep in mind: these criteria are part of the automated MQC control. NPS and delivery efficiency are reviewed through separate controls and reports.
3️⃣ What warnings are

A warning is the alert value that triggers an automatic message when a metric is close to non-compliance.

It acts as a preventive reminder so you can correct the situation before reaching a precautionary closure or automatic suspension.

4️⃣ What limits are

A limit is the maximum or minimum value allowed for each criterion.

If a metric reaches the defined limit, the shop is automatically suspended and will not be able to operate on the Marketplace until it is reviewed and reopened.

Important: MQC suspension is automatic. To start the review, you must follow the steps indicated in the notice and complete the reopening form.
5️⃣ Other quality indicators: NPS and delivery efficiency

In addition to MQC criteria, PcComponentes Marketplace also reviews indicators related to the customer experience, such as NPS and delivery efficiency.

  • NPS: measures customer satisfaction after receiving their orders.
  • Delivery efficiency: measures whether orders arrive on or before the delivery date promised to the customer.

These indicators are communicated through weekly reports and help detect opportunities to improve the shopping experience.

You can find more information in the NPS and delivery efficiency article.

Remember: MQC, NPS and delivery efficiency are controls related to service quality, but they do not replace one another. Review each report to understand what needs to be corrected in each case.
6️⃣ Where to check your metrics

You can check your updated metrics from the main dashboard of your seller account.

You will also receive automatic notices when a metric approaches the defined limits or when your situation needs to be reviewed.

7️⃣ What to do if your shop is suspended by MQC

If your shop is automatically suspended by MQC, the system will send an email with a link to a mandatory form.

To allow us to review and assess the reopening, you must complete the following form:

In the form, you must:

  • Identify the reason for the suspension and show that you have understood it.
  • Submit an action plan with immediate measures to correct the issue.
  • Include preventive measures to avoid the situation happening again.
Important: if you do not complete the form, the review process will not start and reopening will not be assessed until this step has been completed correctly.
8️⃣ Summary
  • MQC reviews operational metrics: acceptance, incidents, response times, late shipments and tracking.
  • Warnings are preventive notices: they alert you before reaching the limit.
  • Limits may trigger automatic suspension: the shop will not be able to operate until it has been reviewed and reopened.
  • NPS and delivery efficiency are also reviewed: they are communicated through weekly reports and have their own explanatory article.
  • If your shop is suspended by MQC: complete the reopening request form and submit an action plan.

 

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