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 & Report section from the main menu.

  3. Select Reputation Management from the available options.

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

You can also click on the (i) button to check the different status tiers and the importance of maintaining good account health.

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 either have a Negative Feedback or a Seller-Controllable Return.

  1. Negative Feedback: The percentage of items delivered in the last 60 days that received a low seller rating from the customer (either 1 or 2 stars)

  2. Seller-Controllable Returns: 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 breakdown of Negative Feedback and Seller Controllable Returns on the offer level under the Satisfaction section.

Where to view item-level details:

- Seller Reviews: You can check your product ratings and customer reviews.

👉 Learn more in the Seller Review & Ratings Dispute Policy Help Center article

- 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 have a high Item Defect Rate (IDR), your Account Health will be affected, and offer visibility on the platform could be impacted. In some cases, this may even lead to offer deboosting 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 the Account Health.

 - Scroll down to check your cancellation rate and the SKUs that are canceled. 

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 Account Health 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.

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- 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 Account Health as well as 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

We know managing account health can feel overwhelming, but the Compliance tab is designed to make policy management straightforward and transparent.

This central dashboard allows you to view, respond to, and track any policy violations raised against your seller account. Keeping your account compliant ensures your store stays active and healthy.

Overview of Your Compliance Dashboard

When you open the Compliance tab, you will see a complete list of all policy violations associated with your store.

Each violation entry displays the following details:

  • Violation Type & Code: The specific rule or policy breached (e.g., Listing of Prohibited Products, Trademark Misuse).

  • Violation Date: When the issue was committed.

  • Fine & Black Points: Any financial penalty or point deduction associated with the breach.

  • Status: Where the case currently sits in the review process.

  • Actions: An option to click "View More" to open details and take action.

Understanding Violation Statuses

Every violation carries a status badge so you always know where things stand:

Status

What It Means

Sanctioned

Starting status. A violation has been enforced against your account. You must respond by disputing or fixing the issue.

Disputed

You have formally contested the violation, and it is currently being reviewed by the compliance team.

Upheld

The review confirmed the violation. Point deductions and penalties remain applied.

Dismissed

The violation was reviewed and decided in your favor. Penalties and point deductions are removed.

Voided

Cancelled directly by the risk team. It no longer affects your store.

Acknowledged

You submitted fixes, and they are currently waiting for review by the risk team.

Fixed

Your submitted fixes were approved as a show of good faith. (Note: Black point deductions may still count toward account health).

Insufficient

Your dispute or fix request requires further clarification or details before a final decision can be made.

Opening a Violation Detail View

To inspect a violation, click the View More button next to any entry. 


The detail pop-up is divided into two helpful sections:

  1. Left Panel: Contains an Activity Timeline showing status history, a detailed written description of the breach, evidence files provided by compliance (such as screenshots or audit reports), and affected SKU details.

  1. Right Panel: Displays official messages from the team, a Fixes Needed card outlining required actions, and response buttons at the bottom.

How to Respond to a Violation

When a violation is in Sanctioned status, you must choose one of two options located at the bottom of the right panel:

Option 1: Dispute the Violation

Choose this option if you believe the violation was raised by mistake or you have evidence proving your compliance.

  1. Click Dispute in the detail view.

  1. Read the pre-dispute guidance to ensure your claim relies on verifiable facts.

  1. Provide a clear, detailed explanation including dates, context, and supporting evidence.

  1. Upload supporting documents (e.g., invoices, certificates of authenticity, authorization letters, or logs).

Accepted Formats: PDF, PNG, JPG, or CSV (up to 10 MB).

  1. Click Confirm.

What happens next?

Your status will change to Disputed while the team reviews your submission.

  • Dispute Accepted: The violation is removed, and penalties are cleared.

  • Information Needed: Further details/clarification are requested from you.

  • Dispute Rejected: The violation is confirmed, and penalties remain applied.

Option 2: Accept and Fix

Choose this option if you acknowledge the violation and want to resolve it by completing a Plan of Action (POA).

  1. Click Accept and Fix in the detail view.

  1. Read the acceptance terms (acknowledging responsibility for the infringement and accepting associated penalties).

  1. Provide a clear, detailed plan of action for how you will fix the issue.

  1. Upload supporting documents (e.g., invoices, certificates of authenticity, authorization letters, or logs).

Accepted Formats: PDF, PNG, JPG, or CSV (up to 10 MB).

  1. Click Confirm.

Understanding Black Points & Account Health

  • What are they? Black points are deductions applied to your policy compliance score whenever a violation is sanctioned.

  • Reversals: If a violation is Dismissed or Voided, the associated black points are completely removed.

  • Impact: Accumulating black points reduces your overall Policy Compliance score and also hits your account health. Depending on your violation history, high point balances can lead to listing restrictions, account suspension, or permanent deactivation

5. Account Health Score

- What it measures: The overall account health of the partner.

- How is Account Health Score evaluated: The minimum score across Customer Satisfaction, Shipping Performance, and Policy Compliance. 

- How this metric affects you: This indicates that at least one among the Customer Satisfaction, Shipping Performance and Policy Compliance metrics may not be complying with noon’s policies, which puts noon, and its internal and external stakeholders at risk. This may impact your offer visibility on the platform and may even lead to account-level deactivation if no corrective action is taken.

Status

Meaning

What You Need to Do

Excellent

All metrics are well within safe limits

You're performing well — keep up the good work!
Monitor your dashboard regularly to maintain this status.

Great

All metrics are within safe limits

You have scope to improve your performance further.

Average

At least 1 metric is just about meeting the basic criteria

Your performance is at the borderline and has room for improvement.

At Risk

At least 1 metric is below the threshold

The visibility of your offers may be impacted, so you need to improve your performance immediately

Critical

At least 1 metric is much below the threshold

Your account is at risk of going offline

 

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