Reputation Management Dashboard

Reputation Management Dashboard

The Reputation Management Dashboard gives you a real-time snapshot of your performance across key fulfillment and quality metrics..

Use this dashboard to:

  • Track warehouse performance

  • Track offer performance
  • Take corrective actions before small issues become major problems
  • Avoid penalties such as low offer visibility or warehouse deactivation

How to Access your Reputation Management Dashboard

Follow these simple steps to view your real-time Reputation Management Dashboard:

  1. Log in to your Seller Lab account.
  2. Go to the Account Health & Performance section from the main menu.
  3. Select Reputation Management from the available options.



The dashboard is updated daily, allowing you to monitor key performance metrics and address issues before they affect your account.

Key Performance Metrics You’ll See

1. Item Defect Rate (IDR)

- What it measures:
The percentage of items delivered in the last 60 days that received low customer ratings (below 2 stars) or
were returned due to seller-controllable reasons (e.g., damaged, wrong item). Customer reasons like “item no longer needed” do not count against your IDR.

You can view the IDR of your warehouse(s) and SKUs under the Satisfaction section.



Where to view item-level details:

- Ratings: You can check your product ratings and customer reviews.
​
- Returns: Monitor return trends and identify seller-controllable return reasons using the Returns Reduction Dashboard.
This dashboard helps you analyze the causes of returns and take proactive steps to reduce them.
 👉 Learn more in the What Is The Returns Reduction Dashboard article.
​
- How is IDR calculated:
(Low Rated Items + Seller Controllable Returns) ÷ Delivered Items × 100
​
- How this metric affects you:
If your offers or warehouses have a high Item Defect Rate (IDR), your offer visibility
 on the platform could be impacted. In some cases, this may even lead to warehouse-level deactivation if no corrective action is taken.
​
- Who Does It Apply To: 
All fulfillment models, including FBN and Direct Ship modes.

2. Cancellation Rate

- What it measures: 
The percentage of fulfillment requests canceled due to stock unavailability over the last 10 days.
​
- Where to view your warehouse performance:
You can monitor your Cancellation Rate and other warehouse performance metrics from the Shipping section under Reputation Management Dashboard.

For SKU-level details and trends, please click here.
​- How is Cancellation Rate calculated:
Items Cancelled as OOS ÷ Total Items to Fulfill × 100
​
- How this metric affects you:
High Cancellation Rate negatively affects your reliability score and may lead to performance penalties
​
- Who Does It Apply To:
Applies only to DirectShip and Direct Delivery models. FBN is excluded.

3.Late Shipment Rate (LSR)

- What it measures: 
The percentage of items shipped after their Estimated Shipping Date (ESD) in the last 10 days.


- How is LSR calculated:
 Items Shipped Late ÷ Total Fulfilled Items × 100
​
- How this metric affects you:
Timely shipping is crucial for a good customer experience. High LSR may impact your offer visibility on the platform.
In some cases, this may even lead to warehouse-level deactivation if no corrective action is taken.
​
- Who Does It Apply To: 
Applies only to DirectShip and Direct Delivery models. FBN is excluded.

4. Compliance

- What it measures:  The policy violation code and the type.
​
- How is Compliance evaluated:
The policy violations are evaluated based on evidence gathered by noon, the details of which are shared on your registered email
​
- How this metric affects you: Indication of not complying with noon’s policies which puts noon, and its internal and external stakeholders at risk. Policy violations may impact your offer visibility on the platform. In some cases, this may even lead to account-level deactivation if no corrective action is taken.

Warehouse-Level breakdown

Each metric is clearly broken down by:

  • Country

  • Warehouse Code & Address

  • Processing Method:

    • FBN - Fulfilled by noon

    • DS - Directship

    • DD - Direct Delivery

  • Performance Categories (Healthy, At Risk, High Risk, Unhealthy, N/A).  N/A: a particular warehouse doesn’t qualify for evaluation


 How to Stay Compliant

  • Regularly monitor your Reputation Management Dashboard in Seller Lab

  • Keep inventory updated to avoid stockouts

  • Ship on time and within your processing window

  • Address product quality concerns proactively

  • Avoid policy violations (e.g., counterfeit, restricted products, manipulated ratings)

  • Submit a Plan of Action (POA) : If a warehouse status turns red, you have 7 days to respond with a plan of action. You can do this by replying to the email you received requesting a POA, or by sending your response directly to seller@noon.com.


What Should You Do Based on Status Color?

Status

Meaning

What You Need to Do

🟢 Green

(Healthy)

All metrics are within safe limits

You're performing well—keep up the good work!

Monitor your dashboard regularly to maintain this status.

🟡 Yellow

(At Risk)

Minor issues detected; metrics approaching threshold

Start identifying the cause of the issues. Take preventive steps


to avoid further decline (e.g., check return reasons, shipment delays, or stock accuracy).

🟠 Amber

(High Risk)

Performance is below standard; nearing critical level

Immediate action recommended! Review impacted metrics in Seller Lab and
 prepare a Plan of Action (POA). Fix operational issues before the status turns red.

🔴 Red

(Unhealthy)

Critical performance issues; threshold exceeded

You have 7 days to:

  1. Submit a Corrective Action Plan in Seller Lab
    Or raise a dispute if you believe the metric is incorrect
    During this time,     the affected warehouse and its corresponding offers,  will have 
    low offer visibility & will lose advertisement promotional privileges on the platform.

  2. If no action is taken, warehouse deactivation will occur.



Need Help or Want to Submit a POA?

Reach out to us at seller@noon.com.






That’s it!

 

Got more questions? 

Contact us at seller@noon.com

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