Seller Quality Metrics
We’re committed to providing every customer with a consistent, high-quality shopping experience—whether purchasing from Best Buy or a Marketplace seller. To support this commitment, we measure a range of Seller Quality Metrics (SQMs) to help maintain consistency and support your success as a seller.
You can view your current performance for each metric in the Quality Control section at the bottom of the Mirakl Dashboard. You must meet the standards below to avoid suspension. Any risk to your account will be flagged with an alert at the top of the dashboard. We will notify you of any changes to these criteria. If you have questions, please contact our support team.
| Metric | Definition | Seller Standard* |
|---|---|---|
| Acceptance Rate | The percentage of orders you accept and commit to processing when customers purchase your products on Best Buy Marketplace. | 95% |
| Acceptance Time*** | The average time elapsed from when an order is sent to the store account and when it's accepted. | 8 business hours*** |
| Cancellation Rate | The percentage of accepted order lines with at least one cancellation compared to your total order lines. | 4% |
| Late Shipment Rate | The number of orders shipped later than the shipping deadline, divided by the total orders. | 5% |
| Tracking Rate | The percentage of orders with valid tracking information | 95% |
| Late Delivery Rate** | The percentage of orders delivered past the promise date over the previous 30 days. | 10% |
| Incident Rate | The percentage of order lines with an incident compared to your total order lines | 4% |
| Return Rate | The number of order lines with at least one return divided by the total number of order lines | 15% |
| Response Time*** | The average time in which a store account responds to a customer's order-related message | 10 business hours*** |
*Effective May 18, 2026
**This metric is available through the On-Time Delivery Report in the Seller Hub.
*** Acceptance Time: Orders must be accepted within 8 business hours (about 1 business day).
Response Time: Customer inquiries must receive a first response within 10 business hours (about 1 business day + 2 hours).
Business hours note: Seller Quality Metrics are only calculated and enforced during your store's working business days and hours that have been configured in Mirakl. (Evenings, weekends, and observed holidays are excluded if they are not enabled in your Mirakl account).
Example: If you receive a message on a Monday at 7 pm, your response time threshold is 10 business hours. If you respond on Tuesday at 11 am, you have responded within 2 business hours (if your store’s hours are set from 9 am – 5 pm).