Category: 📲 Account Management | Section: Badge | Contact reason: Badge and follow the steps using the corresponding use case
Summary — read this first
What this article covers: Badge requests from members. 8 use cases: 🔸 General inquiry; 🔸 Seller has lost his badge; Seller shipped on time but their badge was impacted; Seller should have their badge after a sale but don't have it yet; Reassign seller badge in case of Auth/QC mistake; Buyer asked to cancel the order; How does it work? How is it calculated?; Buyer asked seller to cancel the order.
Topics inside: Seller badge questions · Seller stats general questions.
Pick your use case:
- 🔸 General inquiry (Seller badge questions) — Depends on the request
- 🔸 Seller has lost his badge (Seller badge questions) — Check the seller badge
- Seller shipped on time but their badge was impacted (Seller badge questions) — Go to
- Seller should have their badge after a sale but don't have it yet (Seller badge questions) — This delay is often due to a recent sales in direct shipping Also note that the badge calculations are updated every night between 2an and 6am…
- Reassign seller badge in case of Auth/QC mistake (Seller badge questions) — The seller may have lost his badge because VC declared an item as counterfeit or non-compliant by mistake
- Buyer asked to cancel the order (Seller badge questions) — Use the macro: Buyer requested sale cancellation - badge affected Our Buyer: Trusted & Expert Sellers FAQ article clearly states that the badge…
- How does it work? How is it calculated? (Seller stats general questions) — You can use the following general macro: seller stats: How does it work?
- Buyer asked seller to cancel the order (Seller stats general questions) — As buyer cannot cancel his order, he will probably ask the seller to cancel the order on his side
| Escalation team(s) | Authentication / QC team / Technical |
| Ticket status | On-hold → Solved |
| Key system paths | C360 > User basic info > Badges > Badges overview | C360 > Basic info > Badges | C360 > Basic info > Badge |
| Macros | Buyer requested sale cancellation - badge affected; What are the differences between Expert and Trusted sellers?; What does the Expert Seller badge mean? |
Search keywords: buyer questions on seller badge, reassing, vc mistake
Seller badge questions
Context: Customer has questions regarding badges. To have a badge a seller must fulfill the following criteria in the past 6 months: • Trusted seller badge: 2 sales / 80% conformity / 100% authentication / 80% shipping rate • Expert seller badge: 5 sales / 90% conformity / 100% authentication / 90% shipping rate • Bear in mind that the badge calculations happens on a daily basis between 2-3 AM CEST • The sale has to be…
First steps (all cases)
🎯 Process: What is the request?
1. 🔸 General inquiry
🎯 Process: it depends on the request
Sub-cases
What is the fashion activist badge?
🎯 Process
- Please inform the seller that in order to unlock the Fashion Activist badge, they simply need to buy one item and sell one item in a year. Fashion Activity Badge holders receive increased visibility of their items to the community and social channels, and their badge is also visible on their profile.
- Solve the ticket
Trusted seller badge benefits
🎯 Process: please send the macro: what does the Trusted Seller badge mean?
What is the Expert seller badge?
🎯 Process: if the seller or the buyer want to know more about the expert seller badge, you can send him the macro: What does the Expert Seller badge mean?
How to become an Expert Seller
🎯 Process: send the macro: how do I become an Expert Seller?
Differences between Expert and Trusted Seller
🎯 Process: to explain the difference between both badges, please send the macro: What are the differences between Expert and Trusted sellers?
2. 🔸 Seller has lost his badge
🎯 Process
- Check the seller badge go to C360 > Basic info > Badges and check the status in the column ‘Current badge’
- Common/ empty means they don’t have a badge
- Trusted means that the seller has at least: 2 recent sales / 80% conformity / 80% shipping rate
- Expert means that the seller has at least 5 recent sales / 90% conformity / 90% shipping rate If there is a ‘1’ in the column ‘Badge ID’ (as per the screenshot above) it means that the seller previously had a badge but have lost it
- Then, it depends which badge was lost:
Sub-cases
Fashion activist badge lost
🎯 Process
- Please inform the seller that whichever they achieve first will expire first, so they will therefore lose the badge if they do not buy and/or sell at least one item every year. Advise them they can of course buy and sell more!
- Solve the ticket
🔸Trusted badge lost
🎯 Process
- Go to C360 > Basic info > Badge and check the 3 following criteria:
- Has the seller made 2 recent sales in the past 6 months? Check the “Recent sold products” Please also check the sold dates as badges are calculated on sales made in the past 6 months. If the item sold more than 6 months ago, it will not be accounted.
- Does the seller have 80% conformity? and 100% of authenticity? Check “Quality rate” and “Authentication rate”
- Did he reach the 80% shipping rate? You can identify items that are impacting the criteria because they are highlighted in orange.
- Inform the seller which criteria he does not meet and why they lost the badge. You can use the macro: why am I no longer a Trusted seller?
Why is authentication rate is at 0%?
Authentication rate is at 0% because they have sold a counterfeit item in the past 6 months.
🎯 Process: Explain to the seller that their item has been flagged as counterfeit, and provide them with the specific counterfeit item reference and description for clarity. Inform them that if they meet all other criteria, they will be eligible to regain their badge after a 6-month waiting period. Encourage them to continue selling and assure them that they have the opportunity to regain their status once the necessary requirements are met!
All of the criterias comply and seller has no badge
🎯 Process
- Escalate to the Technical team via child ticket and a JIRA ticket. Please provide the information below:
- Use the following template: “ Seller meets the volume, conformity, authenticity and shipping rate but they don’t have the badge. Screenshot attched”
- Add a screenshot of the seller’s information showing that everything complies, and the seller should have a badge. ( C360 > Basic info > BADGES ) Please refer to this
🔸 Expert badge lost
🎯 Process
- Go to C360 > Basic info > Badge and check the 3 following criteria:
- Has the seller made 5 sales in the past 6 months? Check the “Recent sold products” Please also check the sold dates as badges are calculated on sales made in the past 6 months. If the item sold more than 6 months ago, it will not be accounted.
- Does the seller have 90% conformity and 100% of authenticity?Check “Quality rate” and “Authentication rate”
- Did he reach the 90% shipping rate?
- Explain to the seller which criteria is not met using the macro: why am I no longer a Expert Seller?
Why is authentication rate is at 0%?
📖 Context: Authentication rate is at 0% because they have sold a counterfeit item in the past 6 months.
🎯 Process: Please explain to the seller by providing the counterfeit item reference + description. They must wait 6 other months to have the badge back if they comply with all the other criterias. But please, encourage them to continue selling!
↗ All of the criterias comply and seller has no badge
→ Same handling as 2. 🔸 Seller has lost his badge — “All of the criterias comply and seller has no badge”.
3. Seller shipped on time but their badge was impacted
🎯 Process
- Go to C360 > Seller > Badge.
- Check the “ not received” and “shipped in time” columns to identify which items impacted the Shipping criteria. Impacted items will be highlighted in orange.
- Verify whether they were impacted by scan latency. Go to Item > Shipping status > Auto-cancelled due to scan latency.
- Click at “show”
- Check the value
Sub-cases
Yes
🎯 Process
- If the value is “yes” it means there was a scan latency, so CS can apply a commercial gesture to remove the “cancellation” or “not shipped in time” so the item no longer impacts the Shipping criteria.
- It depends on the reason why they lost their badge:
- If “not received” = item cancelled:
- Go to the “Not Received” column > check the “Remove” column > Click at “Not received” for the specific item > click “Submit.”
- If “not shipped in time” = item not cancelled
- Go to column “not shipped in time” > Check column Remove > Click at "Shipped in time” for the specific item > click “Submit”
- Inform the seller that badge data refreshes within 24 hours, after which the overall calculations of the criteria will be updated and the seller badge MAY be restored. Removing a sale cancellation or shipped in time does not necessarily restore the badge. It recalculates the shipping criteria.
"-" or null
🎯 Process: If the value is “null”, there was no scan latency. This means the seller did not ship on time, and the cancellation + badge impact is expected.
4. Seller should have their badge after a sale but don't have it yet
This delay is often due to a recent sales in direct shipping Also note that the badge calculations are updated every night between 2an and 6am (CET)
🎯 Process
- Please check if the order is direct shipping Go to C360 > Shipping status > Shipping method
- Then, check the delivered date in the badge section Go to C360 > Seller > Badges Please note that only compliant sales are accounted in the badge calculations:
- C2C: item is compliant if the buyer has not opened a claim within 72 hours after delivery
- B2C: item is compliant if the buyer has not opened a claim within 14 days after delivery
- Check if the delivered date is > 72h for C2C or > 14 days for B2C
- If not, please inform the client that only compliant sales are accounted in the badge calculations. So they will have to wait 72h post-delivery for C2C or 14 days post-delivery for B2C for their badge to be updated. And solve the ticket. If yes, please escalate to the Technical team with a child ticket and a JIRA ticket. Refer to this
5. Reassign seller badge in case of Auth/QC mistake
The seller may have lost his badge because VC declared an item as counterfeit or non-compliant by mistake.
🎯 Process: please set contact reason to Badge and follow the steps using the corresponding use case We can correct the seller badge by escalating to the correct department and asking them to change the last action
Sub-cases
Item was returned for a conformity issue but it is actually compliant
📖 Context
- The buyer purchased the item in VC, and it was declared compliant in the first control. When they resold it, it was declared non-compliant, affecting the seller’s badge.
- In DS, the buyer returned the item to the seller for a non-conformity but the issue was actually well described by the seller and the item was compliant
🎯 Process
- Please, escalate to the QC team via Child ticket explaining the situation and asking them to pass the item to "Compliant".
- Set ticket status to ‘On-hold’
- Once ticket reopens, please inform the seller their statistics should be corrected within 24h
- Solve the ticket
Item is declared counterfeit but it was bought in VC
📖 Context: The buyer purchased the item in VC, and it was declared authentic in the first control. When they resold it, it was declared counterfeit, affecting the seller’s badge.
🎯 Process
- Please, escalate to the Authentication team via Child ticket explaining situation and ask them to pass the item to "Authentic"
- Set ticket status to ‘On-hold’
- Once ticket reopens, please inform the seller their statistics should be corrected within 24h
- Solve the ticket
6. Buyer asked to cancel the order
🎯 Process
- Use the macro: Buyer requested sale cancellation - badge affected Our Buyer: Trusted & Expert Sellers FAQ article clearly states that the badge will be impacted if the seller cancels the order following buyer’s request
- Solve the ticket
Seller stats general questions
Context: A user has questions related to seller stats. Please be aware that seller badges and seller statistics are distinct entities: Seller Stats: This focuses solely on shipping information. Seller Badge: This encompasses the entire sale process —shipment, conformity, and authenticity. Additional Information: For more detailed information, the FAQ is available
First steps (all cases)
🎯 Process
- Set "Badge"as the contact reason when dealing with any incoming tickets about seller stats.
- Follow the process according to the user questions:
7. How does it work? How is it calculated?
🎯 Process
- You can use the following general macro: seller stats: How does it work?
- Explain to the user that we consider the activity of all-time, which includes displayed items: s old, shipped, cancelled.
- Solve the ticket
8. Buyer asked seller to cancel the order
As buyer cannot cancel his order, he will probably ask the seller to cancel the order on his side. But if the seller cancels it, his shipping rate will be impacted.
🎯 Process
- You can inform the seller that if he cancels the order, his stats will be impacted, using the following macro: buyer requested sale cancellation - stats affected
- Solve the ticket