As part of our customer promise to help maintain high standards across our marketplace, and to help ensure compliance with our seller terms and conditions we undertake Mystery Shopping several times a year.
This activity involves having a trusted third party order from a selection of sellers, receiving and evaluating the orders received and reporting to us the results.
What gets evaluated?
The following 6 factors are assessed for each mystery shopper order:
- the condition of the products received and suitability of the packaging
- the overall presentation
- the quality and taste of the products
- the product labelling/ information
- the delivery timing vs what was advertised
- the inclusion of Yumbles packing slip (and no promotional materials advertising the sellers website) in adherance to the seller terms and conditions.
Outcomes
If we detect any areas for improvement we will share this feedback and discuss with the seller.
If we find significant issues (see definitions below) we will:
- ask the seller to address those issues within a reasonable timescale.
- conduct a 2nd mystery shopper test to confirm the issues are resolved.
If a retest - a 2nd mystery shopper order - is deemed necessary then the amount paid for that order will be deducted from the seller's balance.
We will work with the seller to support them in addressing any significant issues. However any issues not resolved within a reasonable timeframe may lead to account restrictions or even closure.
Significant Issues
If we detect any of the following issues we will require that the seller addresses the issue and we will then at an unspecified date conduct a 2nd mystery shopper order (at cost to the seller).
- Yumbles packing slip was not included
- Seller included promotional material directing customers to their own website
- Order was shipped in inappropriate packaging that led to significant damage
- Objectively poor quality of the products
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