Guidelines and FAQs

Contents
Definitions of Key Performance Indicators (KPIs)
Customer Service KPIs
Marketplace Standard Terms and Program Policies
Commission Rates
Marketplace Indirect Tax FAQs
Marketplace Additional Policies

Definitions of Key Performance Indicators (KPIs)

Definitions of Key Performance Indicators (KPIs)
Published Mar 14, 2025

We are committed to providing each customer with a consistent and exceptional shopping experience – whether they purchase a Best Buy or a Marketplace product . For that reason, we offer a wide range of Key Performance Indicators (KPIs) and metrics that help maintain consistency and support your success as a seller.

By leveraging these insights, you can gain a better understanding of your performance, allowing you to make necessary improvements, resulting in increased sales and ultimately, happier customers. Below, you'll find clear definitions for each of these essential metrics and KPIs.

Customer Service KPIs
KPI Definition
Acceptance Rate The percentage of orders you accept and commit to processing when customers purchase your products on Best Buy Marketplace
Acceptance Time The average time from when an order is sent to the store account and when it is accepted
Incident Rate The percentage of order lines with an incident compared to your total order lines
Late Shipment Rate The number of orders shipped later than the shipping deadline, divided by the total orders
Number of Auto-Rejected Orders The number of consecutive orders automatically rejected
Refund Rate The number of orders lines with at least one refunded divided by the total number of accepted order lines
Response Time The average time in which a store account responds to a customer's order-related message