Onboarding
Seller
Performance & SLA Scorecard
Rolling 90-day scorecard. Bands drive search placement, promotion eligibility and penalty exposure.
Seller band
Watchlist
4 ★ store rating
SLA breaches (open)
2
Dispatch or delivery overdue
Delivered orders
0
4 orders in portal
Penalty exposure
PKR 1,000
PKR 500 per breached order
Scorecard metrics
Green bars meet or beat the gateway target.
- On-time dispatch92% target 95%
- On-time delivery88% target 92%
- Order defect rate (inverse)75% target 97%
- Buyer response under 12h91% target 90%
- Catalogue quality score88% target 85%
- Cancellation control75% target 98%
Gateway SLA compliance
Quarterly SLA report used by the Joint Governance Committee.
| KPI | Target | Actual | Met |
|---|---|---|---|
| Platform uptime | 99.5% | 99.87% | met |
| Order dispatch within 24h | 95% | 96.1% | met |
| On-time delivery | 93% | 92.6% | missed |
| P1 ticket resolution < 4h | 98% | 97.2% | missed |
| Seller KYC turnaround < 72h | 90% | 93.4% | met |
| Refund settlement < 7 days | 95% | 95.8% | met |
Breach register
Every breached order is visible to gateway operations.
- ORD-88208Usman Ghani · FaisalabadDispatch breached by 33d
- ORD-88355Nida Aslam · RawalpindiDispatch breached by 12d
Commercial impact
Commission is charged at 6.5% of gross order value.
- Gross order value
- PKR 93,250
- Commission accrued
- PKR 6,061
- Returns raised
- 1
- Cancellations
- 1
- Promotion eligibility
- Suspended until band recovers