Some say Snapdeal is on the verge of fading out. The etailer is third on the ecommerce leader score board. The top two leaders Flipkart and Amazon are always trying to outdo the other, while Snapdeal lags behind. The ecommerce platform introduced Gold, its exclusive buyers club, only after Amazon Prime and Flipkart First. Putting it one step behind the industry leaders.
The etailer wants to change the way everyone perceives it. So its latest move to set itself apart as a serious competitor was a complete makeover. The marketplace refurbished its entire website. But just before the complete brand revamp, the etailer introduced a new seller rating framework.
What’s different about Snapdeal’s latest seller rating framework?
On 8th September, Snapdeal started using a new seller rating framework. Snapdeal informed its sellers of the same via email the previous week. The purpose behind the new framework is to deliver superior customer experience.
(Obtained from Snapdeal email to online sellers)
– In case of multiple seller codes tagged to the seller’s PAN, then a common rating based on average ratings across the seller codes will be assigned.
– New seller ratings will be based only on verified customer reviews; this may help cut off fake reviews. However, Snapdeal says because of this step, it will not entertain requests for rating reversals.
– Sellers do not receive default ratings. A seller will receive ratings only after he receives 5 customer review ratings within the last 365 days.
– Customers are allowed to rate a seller only after the order is delivered. It means return to origin (RTO) orders do not allow consumers to review a seller.
How are Snapdeal’s seller ratings calculated?
Snapdeal seller ratings are measured on the scale of 1 to 5. There are two key inputs the etailer uses to derive these ratings. They are:
Customer review rating
This refers to the rating provided by the customer for his entire buying experience. This is inclusive of order delivery and product quality ratings. The marketplace advises online sellers to look through the customer reviews to note the reasons for their high or low reviews.
Recency factor
This factor is linked with how recent the order was received and also plays a part in the weight age of the review. The recency factor makes sure the seller’s recent order have a greater impact on his ratings. This means that a customer rating of 5 received 3 days ago will have higher weight age compared to the same rating received 300 days ago.
Snapdeal’s tips to improve seller ratings
Snapdeal states that the seller ratings received will affect online sellers in the same way it normally does. Higher ratings will boost sales and lower ratings will reduce sales. To maintain healthy seller ratings, online sellers must:
- Prevent out of stock situations
- Ensure listing details match the actual product features
- Check product quality before dispatch
- Check for damaged goods
- Dispatch the correct product
- Adhere shipping SLA
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