In e-commerce marketplaces, sustainable growth is not driven solely by sales volume. The real determining factor is the scoring systems and operational metrics that measure your store’s performance.
Platforms like Trendyol and Hepsiburada evaluate sellers based on specific KPIs. These metrics directly affect your visibility, Buybox winning potential, and even your eligibility to participate in platform campaigns.
In this article, we take a detailed look at the core store score metrics of both platforms and explain how you can succeed in these areas.
Table of Contents
Trendyol Store Score Metrics
1. Customer Experience Metrics
Seller Ratings: The average score customers give for your orders. Low ratings directly lead to reduced visibility.
Product Ratings: The average ratings customers give to your products. These evaluations directly influence purchase decisions.
Customer Complaint Rate: The ratio of orders with complaint requests to your total order volume. A high complaint rate negatively impacts sales performance.
Question Response Time: The response time for product and order-related questions. Faster responses mean higher conversion rates for your store.
Return Response Time: Indicates how quickly return processes are managed. Slow processes directly harm customer experience.
2. Operational Metrics
Missing / Defective / Incorrect Product Return Rate: The ratio of products returned due to missing, defective, or incorrect shipment to the total number of supplied products. This is one of the most critical metrics because a high rate directly lowers your score and damages customer trust.
Out-of-Stock Cancellation Rate: The ratio of products canceled due to supply issues to the total number of products sold.
Shipment Handover Time: Indicates the average number of hours it takes to hand over orders to the cargo company. Speed is a major competitive advantage here.
On-Time Shipment Rate: The ratio of orders delivered to cargo within the promised dispatch time to total orders. Delays in this metric significantly reduce store scores.
Disputed Return Rate: The ratio of disputed returns where the customer is found to be right to the total number of disputed returns.
Violation Score: The violation score you have on the day the seller score is calculated. This metric is highly critical, and high scores may even lead to account restrictions.
Hepsiburada Store Score Metrics
Customer Question Response Performance: The ratio of customer questions answered within the first 12 hours to the total number of incoming customer questions. Poor performance directly impacts customer experience.
Customer Request Response Time: The average response speed to customer support requests.
Cargo Delivery Performance: The performance rate of delivering orders to cargo within the promised timeframe. The delivery process directly reflects operational quality.
Return Request Rate: The ratio of returned orders to total orders. High return rates are generally caused by incorrect shipments, inaccurate product descriptions, or quality issues.
Order Cancellation Rate: The ratio of seller-related canceled orders to total orders. Cancellations indicate stock management problems.
Customer Ratings: The average customer ratings for overall shopping experience, on-time delivery, and packaging quality. Higher ratings mean greater trust and higher conversion rates.
Damaged Product Claim Rate: The ratio of damaged products delivered to customers to total orders. This metric reflects packaging and logistics quality.
Missing / Incorrect Product Claim Rate: The ratio of missing or incorrect products delivered to customers to total orders. It is the clearest indicator of operational error rates.
Invoice Request Rate: The ratio of missing invoice requests from customers to total orders. A low ratio indicates that your processes are managed correctly.
Invoice Upload Performance: he ratio of invoices uploaded through the system to the total number of orders.
General Evaluation of Trendyol ve Hepsiburada Metrics
When we evaluate Trendyol and Hepsiburada metrics together, we see that although the names and measurement methods differ, both platforms focus on the same core factors:
- Fast and timely operations
- Low error rates
- Accurate stock management
- Strong customer experience
Trendyol focuses more on real-time performance and operational speed, while Hepsiburada metrics are more target-based and score-oriented. However, the result remains the same: on both platforms, the most critical factor determining your store score is your operational processes.
How Can fiCommerce Improve Your Metrics?
At fiCommerce, we manage the most critical process behind marketplace success metrics — fulfillment operations — end to end.
With our solutions:
✔ Your orders are shipped on the same day
✔ Error rates are minimized
✔ Stock accuracy is maintained
✔ Return processes are accelerated
✔ Multi-marketplace operations are managed from a single center
WithfiCommerce you not only reduce your operational workload but also directly improve your store score and sales performance.
