Introducing Trust and Safety Metrics for Sellers
Whatnot’s strongest sellers share one thing in common — they obsess over their metrics. They know that building trust with the end buyers via high-quality products and services, and fast and accurate fulfillment, is critical to the growth of their business and revenue.
Today, we’re excited to officially introduce the Trust & Safety Metrics dashboard in the Seller Hub! With the Trust & Safety Metrics tab, sellers can now see their order fulfillment stats in real-time to make sure their shipment times, fulfillment rates, and cancellation rates aren’t negatively affecting their business. This is in addition to existing access to sales, stream, and buyer count metrics.
Top-line Trust & Safety metrics view (hypothetical, not a real user)
The Order Fulfillment section shows the number of orders canceled, dropped off late, damaged, rated 1 or 2 stars, or unfulfilled in the last 30 days. For each metric, the seller’s standing is shown as either below Whatnot’s standard (red), within the standard (blue), or exceeding the standard (green):
Depending on your standing, your tiles on the home dashboard screen will either display “needs attention”, “learn how to improve” or “needs attention”:
Clicking “learn how to improve” or “needs attention” shows more information on how the seller can improve their performance.
“Needs attention” indicates that the seller has fallen below Whatnot’s standard. Sellers can click on the metric tile to understand more. In the screenshot below, the seller’s Rating tile is below standard. When the seller double clicks, they can see during what shows and for what order they received a low rating, across what timeframe the rating decreased, and more:
In the next screenshot, the seller has had more damaged, wrong, missing, or fake item reports than is acceptable in the last 30 days. If the seller clicks into the Flawed Items tile, they can see they’ve had 46 shipments delivered to buyers with items in the shipment missing, 8 shipments delivered to buyers with the wrong items, etc. They can see that their # of cases of missing items has doubled month over month for the last three months. They can also see the specific orders that had to be refunded due to damage, missing items, wrong items, and more.
The last section of the dashboard shows active Trust & Safety actions — warnings, suspensions, or other penalties issued by the team due to sustained below-standard performance on any of the above metrics or behavioral issues. Clicking on any action will show the date and reason for the warning, suspension, or penalty.
By sharing these metrics, we hope to empower sellers to better manage their buyers’ experience. As with all of our Trust & Safety systems, we’re continually improving this data, how it’s shown to sellers, and ways to make it actionable.
If sellers have questions about their metrics or ways to improve, they can always contact our dedicated seller support team or share feedback in our Seller Discord.
To learn more about the types of issues we consider violations, and what types of enforcement to expect from the Trust & Safety team, please visit the community guidelines of the Whatnot Help Center.
We’ll continue to share updates on how we keep the community safe. And as always, we’d love to hear from you about what you’re interested in learning from the Trust & Safety team at Whatnot. Reach us at trustblog@whatnot.com with what you’d like to hear from us next!
