A new seller score will be introduced to give a clearer picture of the effort that sellers put into maintaining good service and product quality for their customers.
In a move to bring more transparency to the seller ratings process, Flipkart is planning to rejig the entire process of ratings and discard the nomenclature of 'seller rating'. The development comes on the heels of Walmart announcing its plan last week to acquire a majority stake in Flipkart.
In a newsletter to sellers, Flipkart said, “Seller ratings on Flipkart page will soon be a thing of the past. A new seller score will be introduced to give a clearer picture of the effort that you put to maintain good service and product quality for your customers. A good seller score can help you win customer trust, thereby increasing chances of conversion."
The communication added, “Your performance related to service quality and product quality will be considered to calculate seller score. The metrics that will be used are – products rating received from customers, customer returns, seller cancellation, 'ready to dispatch' breaches, and fulfilment profile like percentage of orders that are fulfilled by Flipkart fulfilment, smart fulfilment and Express delivery."
The seller score will be calculated by taking the average of their "service quality score" and "product quality score". Customer will be able to see the seller score next to the seller display name on the product page.
Flipkart’s CEO Kalyan Krishnamurthy also wrote a letter to sellers after the deal was announced. He said that there will be no change in operating processes in the wake of Walmart’s investment. He conveyed the message that Flipkart will make further investment in technology, innovation, supply chain, and business process to grow the ecommerce market in the coming years.