Service Level Requirements
Last Update: December 24, 2023
Ponlo en Casa intention is to give our Customers the best service possible, and we're always striving to raise the rate. For that reason, we work with the best Business Service Providers in the market that meet the performance targets. In case you fail to meet these targets, it might negatively affect your account and/or the number of services allowed selling, and it can even result in the suspension of your selling privileges. Although these targets are the foundation for good service, we encourage our Business Service Providers to excel in their performance as an opportunity to be able to sell more services on Ponlo en Casa.
- Customer Feedback Rating (Deactivation at the discretion of Ponlo en Casa)
- Negative Feedback Rate (Deactivation at the discretion of Ponlo en Casa)
- Cancellation Rate (Deactivation at the discretion of Ponlo en Casa)
- Reschedule Rate (Deactivation at the discretion of Ponlo en Casa)
- Outside Arrival Window (Deactivation at the discretion of Ponlo en Casa)
- Late Completion Rate (Deactivation at the discretion of Ponlo en Casa)
Service Level Definitions
Customer Feedback Rating (Deactivation at the discretion of Ponlo en Casa)
The average Customer star rating received on your completed orders. This rating is calculated based only on orders that do have a rating, if the Customer has not rated the order, it is excluded from consideration. You can review your latest customer feedback at any time in the Comments and Review under the “Website” menu in Seller Panel Account.
Negative Feedback Rate (Deactivation at the discretion of Ponlo en Casa)
The percentage of your completed orders receiving a 1 or 2 star rating from the Customer. This rate is calculated based only on orders that do have a rating, if the Customer has not rated the order, it is excluded from consideration. You can review your latest customer feedback at any time in Comments and Review under the “Website” menu in Seller Panel Account.
Cancellation Rate (Deactivation at the discretion of Ponlo en Casa)
The number of orders cancelled by you, the Customer, or Ponlo en Casa, for reasons attributed to you--regardless of who initiated the cancellation. Take into consideration that cancellation circumstances out of your control or responsibility are excluded from this rate.
Reschedule Rate (Deactivation at the discretion of Ponlo en Casa)
The percentage of orders rescheduled by you, the Customer, or Ponlo en Casa, for reasons attributed to you—regardless of who initiated the rescheduling request. Remember that reschedule circumstances out of your control or responsibility are excluded from this rate.
Outside Arrival Window (Deactivation at the discretion of Ponlo en Casa)
The percentage of completed or cancelled orders that are marked as “Service Started” outside the arrival window (either early or late). The service time window is available on order details.
Late Completion Rate (Deactivation at the discretion of Ponlo en Casa)
The percentage of your orders that are marked as “Completed” any time past midnight of the appointment date.
Account and Performance Status
Performance Status
Performance status allows you to understand if you're meeting Ponlo en Casa performance expectations. Your Performance Status will be in one of the following:
- Good Standing: You are meeting all performance targets. With this status, you may be able to sell more services on Ponlo en Casa by continuing to improve and demonstrating distinguished performance. Although these targets are the foundation for good service, we encourage our Providers to excel in their performance as an opportunity to sell more services on Ponlo en Casa.
- Attention: You are below one or more performance targets. This status might negatively affect your account and/or the amount of services allowed selling, and it can even result in the suspension of your selling privileges.
Account Status
Account status determines your ability to sell services on Ponlo en Casa. Your Selling Account status can be one of the following:
- Active: Your selling account is able to sell on Ponlo en Casa and funds (payments) will be disbursed on the normal schedule.
- Inactive: Your selling account is not able to sell on Ponlo en Casa, and is currently under review by Ponlo en Casa. Funds are withheld for up to 90 days or until the review is completed, whichever comes first.
- Suspended: Your selling account is not able to sell on Ponlo en Casa and funds are temporarily withheld. Suspensions may be communicated with an automatic reinstatement date that doesn't require you to take action, or you may be required to take action before reinstatement—usually by submitting an improvement explanation. Funds are withheld for up to 90 days or your account is reinstated to "Active", whichever comes first.
Account Status and Performance FAQs
How does my company maintain acceptable service levels?
The answer for each provider is different and will depend on your industry and business. We trust your expertise to drive the best Customer experience, however here are some best practices recommended keeping the rate high. These suggestions are based on the favorable response of Buyers.
- Confirm an appointment time for all orders within 1 business day.
- Carefully read and complete the full scope of work for each service or job.
- Discuss and clearly communicate change orders with customers before starting service or as soon as the need for a change is discovered.
- Make every effort to honor the scheduled appointment time. If you will not be able to make the scheduled time, work with the customer to find an alternate time as soon as possible.
- Make sure to bring all the tools needed to complete the service.
- Some jobs might require more than one person. Make sure enough people are dispatched for the job.
- Provide helpful and timely post-transaction support (answering phone calls or messages, follow-up visits, repairs, refunds) to help ensure customer satisfaction.
- On the day of appointment, let the customer know when you are on your way or waiting for the client at the place where service will be provided. Show up and leave on time in case service provided is on customer location.
- Check that the customer is satisfied with the service before finishing the job.
- Take notes or photos, with customer authorization, of the workspace, results of the service provided or product condition before and after the service.
