Seller Ratings Metrics

Metric Status Action Required
On-time Dispatch
95% shipped in 24hrs
Order did not sync from SC into Seller's program
  • Contact integrator to review account.
  • Manually fulfil orders via Seller Center: See 'Orders and Returns' tile in Seller Academy for further instructions
  • Functional tracking IDs are to be loaded into the system by 3 pm on the business day that the order has been dispatched by the partner. Orders must be shipped at this point.
  • Orders must be shipped via express post. Whether AU or NZ.
  • If you are a larger seller we advise twice daily collections to ensure orders don't slip over the 24 hr KPI
Order information not updated in SC (tracking)
Incomplete customer details
  • If you require further information around the customer delivery details, please reach out via the Seller Help Desk and raise your query as URGENT. Include the ICONIC order number that you are referencing
Item no longer available
  • If no stock available, please cancel the order as 'Product not Available' if outside of dispatch KPI
Ready to Ship - Awaiting Dispatch
  • If THE ICONIC fulfils your shipping (e.g. you use SEKO) then please reach out via the Seller Help Desk to arrange a collection
  • If you manage your own shipping, reach out directly to your carrier. Manually update the status to 'Ready To Ship' and confirm via the Seller Help Desk the orders that are awaiting collection.
Public Holiday/Weekend
  • Public holidays and weekends are not taken into account when reporting on dispatch. For example, orders placed after your contracted cut off time on a Friday afternoon are not expected to be shipped until the following business day.
Promotional/busy periods
  • Switch your shop on holiday mode to focus on dispatching orders already in your system. See how to do this via the 'Getting Started' tile in the Seller Academy
Cancellation Rate (UTF)
<0.5% Target
Item not available
  • Stock needs to be updated daily if your stock management system is not integrated
  • Ensure that product set-up has been correct
  • Conduct regular stock takes/ensuring your 3PL carries out stock takes
  • Ensure that your suppliers are accurate when you receive new product drops etc.
  • Item may be faulty when picked
Inventory mismatch
Delayed Dispatch
  • Switch your shop on holiday mode to focus on dispatching orders already in your system. Reminders are sent from Seller Center and the Seller Help Desk to alert you to any order which is pending for over 24 hrs and 48 hrs.
  • Orders pending over 72 hrs are cancelled by THE ICONIC for 'Delayed Dispatch'
  • Customer cancellation(s) are actioned by THE ICONIC customer service team. These cancellation(s) do NOT affect your seller score.
Cannot Ship to NZ
  • Only if you are contracted to NOT SHIP to NZ, please cancel these orders via Seller Center under the cancellation reason 'Cannot ship to NZ'. This cancellation does NOT affect your seller score.
Customer Service
Target: Resolved <5 hours
Customer Service Resolution time
  • We require all customer service emails to the seller to be resolved within 5 hours. If you are unable to respond to our emails, please reach out via the Seller Help Desk
Incorrect tracking sent to customers
  • Please provide correct tracking/carrier with the order numbers via the Seller Help Desk
Incorrect item sent to the customer
  • Raise via the Seller Help Desk with the orders affected. We will reach out to the customer via our Customer Service team.
Faulty item sent to the customer
Return to sender parcels
  • Raise via the Seller Help Desk with THE ICONIC order number. We will reach out to the customer via our Customer Service team and then advise whether the customer would like the order to be reshipped or put back to stock.
  • If a customer reaches out to us before the order arrives back with you we will advise if you will need to reship the order or put back to stock.
Pre-planned Deactivations Holiday mode

Please use the Holiday Mode calendar found at the bottom of your profile to take your shop offline during the following instances:

  • Stocktake
  • Times you will not be processing orders i.e Christmas break
  • Tech/warehouse system failures
  • Warehouse building moves
  • System changes/updates
  • Busy promotional periods where you cannot keep up with order volumes