SELLER METRICS Effective October 2013

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1 SELLER METRICS Effective October 2013

2 TICKET SELLER METRICS What are Seller s? Bottom Line: Better Brokering = Lower Fees! TicketNetwork s Seller s is a set of measurements used to determine the fee that a ticket seller will pay to sell tickets through the TicketNetwork Direct service. A top performing seller is eligible to be billed as low as 2.75%. Many ticket sellers are paying fees of 3% or lower on their annual sales making TicketNetwork s Exchange a great place for sellers who provide an excellent customer experience. TicketNetwork uses 7 measurements to give each seller an overall score. This guide will explain how your score is calculated and how each metric can be maximized. 2

3 TICKET SELLER METRICS Where do I find my rating? All Seller s are updated each Thursday morning Detailed information on your Seller s can be accessed through the TicketNetwork WebAdmin portal and viewed on your Seller Dashboard Simply go to: Click on the My Broker Rating link inside the page header Every Thursday each Seller score and the numbers used to determine the scores are updated to include a new week s worth of orders Your Fee is determined on the first Thursday of each QUARTER and will remain in place until the following quarter, updates each week after are for informational purposes so you can continue to track your own performance from week to week. 3

4 TICKET SELLER METRICS What orders are included in the metrics? Short Answer: 365 days TicketNetwork looks at the last 365 days of orders for all ticket sellers. Orders included must actually be billed so there is a 10-day delay from the time an order is placed until when it is eligible for inclusion in the metrics. New Sellers will not receive their first scores until they have received a minimum of 25 orders or have been an active seller for at least 90 days. 4

5 TICKET SELLER METRICS Seller s Defined Earn points across 7 categories Max Score Definition 40 Near Term Number and value of orders placed more than 3 days from an event date that are successfully accepted. Number and value of orders placed 3 days or less till an event date that are successfully accepted. Percentage of orders shipped, uploaded, or delivered in time using the TN shipping program. 10 Average amount of time it takes to accept/reject an order. 10* 5 PCI Compliance 5 TOTAL 100 For extended time using TN s software with multi-year commitments (* up to 3 points can be earned through pre-paying for 13 points). Active Mercury participant and additional rewards for use of the program as buyer/seller. Provided documentation certifying PCI compliance and uploading in real-time via a PA-DSS compliant POS application. 5

6 FILL RATE / NEAR TERM FILL RATE & Near Term Rejected orders are a thing of the past! Never reject an order because you don t have the tickets anymore! Even if you have to fill an order at a loss, this will still cost you less money than having a rejected order counted against your metric. The Broker Rating Team can remove rejected orders from your fill rate calculation under certain circumstances: if TN verifies the order as fraudulent, if there is a verified technical issue, or if the order comes from a country we have identified as having an elevated risk. Submit a support request after you have rejected the order. ( Accepted Orders ) ( Accepted Dollars + ) Total Orders Total Dollars 2 = 6

7 FILL RATE metric Number and value of non-near term orders accepted Fill % Score This metric includes only orders that are not near 99.98% or higher 40 term % or higher 36 Near term defined as the period starting 3 days 99.80% or higher 32 before an event date % or higher 28 Includes penalties to all non-near-term orders % or higher 24 Considers both the number 99.00% or higher 20 of orders and the dollar value of the orders % or higher 16 > 40% of ticket sellers have 97.00% or higher 12 a perfect 100% fill rate % or higher 8 Average fill rate is > 99.6% % or higher 4 Less than 95.00% 0 7

8 NEAR TERM FILL RATE Near Term metric Number and value of near term orders accepted Simple definition of Near Term: 3 days before event. Less strict than regular. Ignore 10/19 thru 12/19 orders. Includes penalties on near term orders. > 40% of ticket sellers have a perfect 100% near term fill rate. Average fill rate is > 99%. % Score 99.60% or higher % or higher % or higher % or higher % or higher 2 Less than 92.00% 0 8

9 FILL PENALTIES / - Penalties Penalty applies to the metric that the order is measured in Violation Penalty Rejected Order 1x Busted Order 4x plus monetary fine* Busted Order Last Minute 8x plus monetary fine* Invalid Tickets 8x plus monetary fine* Broker Filled Rejected Order 4x Misuse of Delivery Method 4x Alternate Tickets Reported 0.25x Alternate Tickets Not Reported 5x Inappropriate Marketing Content 5x Agency Legal Complaint 8x Penalty multiplier counts as X number of rejected orders for your fill rate (both count and value). * Fines are equal to the cost to fill the ticket order or 200% of the retail order value, up to TN Compliance. 9

10 DELIVERY RATE metric % of orders shipped using the TN Shipping Program Shipping Method Schedule (on WebAdmin) when near term / special delivery options are available to the customer. Generally 2-3 days prior to the event (can be up to 4 days). If customer chooses a special delivery method, USE that method! Etickets MUST be uploaded to the E-delivery system in WebAdmin for full credit. % Score 97.00% or higher % or higher % or higher % or higher % or higher 4 Less than 88.00% 0 10

11 DELIVERY RATE : Order Scores Sum of delivery points / Total orders = Delivery % Each order will receive a 1, 0, or -1 score that is used to determine your total delivery points. Shipment Points If the shipping method is local pickup, will-call, or Last-Minute Pick Up and you accept the order. 1 If the shipping method is e-ticket and you successfully upload a file to the WebAdmin e-delivery system. 1 If the tickets are shipped via FedEx within 4 days of the orders (according to the FedEx tracking #). 1 Set a delayed ship date equal to your On Hand Date when the order comes in and ship by that date. 1 If the shipping method is non-specified Near Term Special Delivery and you ship using any near term option. 0 If an alternate shipping method is specified and used when the customer requested FedEx shipping. 0 Delay date set is not equal to the On Hand Date and shipment occurred on or before the delay date. 0 Tickets are shipped more than 4 days past the order date if tickets are on hand. -1 The delay date was set but the tickets were shipped after the delay date. -1 It is more than 11 days past the event and no shipping status exists (FedEx or alternate delivery option). -1 If the customer selected a Special Delivery option and FedEx is used (according to FedEx tracking #). -1 If the shipping method is e-ticket and the tickets are not uploaded using the WebAdmin e-delivery system

12 DELIVERY RATE : Additional Information Helpful tips to guide you to a perfect shipping score Always deliver using the exact method the customer originally chose to receive full credit on your metric! If tickets are not on hand, always list an On Hand Date for every ticket group. Be conservative with your dates. - On Hand dates must be at least 4 days before the event date to be valid. - If tickets are not On Hand and customer selects FedEx delivery, set a delayed ship date that matches your On Hand date. Always list a specific Near Term / Special Delivery Method (eticket, will-call, local pickup, etc) for every ticket group. If you have hard tickets that can only be delivered via FedEx, unbroadcast the tickets before the Near Term window or send them to a local LMTB office. 12

13 PROCESSING TIME metric Average time it takes to accept/reject incoming orders Point-of-Sale users can Auto-Process their orders to lower processing time significantly. Please create a support ticket to learn about enabling Auto-Processing! Average Time Score Less than 5 minutes 10 Less than 15 minutes 8 Less than 30 minutes 6 Less than 1 hour 4 Less than 4 hours 2 More than 4 hours 0 Total Number of Hours Total Number of Sales = Average 13

14 PROCESSING TIME : Additional Information USE THE AUTO-PROCESSOR! Set Payment Acceptance Levels (WebAdmin PAYware Connect tab) and Auto-Processor settings (POS System Settings, Top Level Company Settings) to be as lenient as you are comfortable with, to ensure as many orders are Auto-Processed as possible. Always use the Auto-Processor or otherwise accept orders right away. You can go back and change the status to rejected later, if absolutely necessary. If an order comes in from Saturday at 12:00 am Friday at 11:59 pm, you will still be able to move it from accepted to rejected up until 11:59 pm of the following Tuesday. The Auto-Processor will: accept order in 0 minutes, unbroadcast the tickets, remove the tickets from your export file, print out a shipping label, and print out an invoice. 14

15 SOFTWARE LOYALTY REWARDS metric Years spent using TicketNetwork s software Must have an active multi-year POS contract to receive any points. Extra points earned by pre-paying the multi-year POS contract at time of signing. Years on POS Score 5 years or more 10 4 years or more 8 3 years or more 6 2 years or more 4 1 year or more 2 Less than 1 year 0 Pre-Paid Extra Points 5 years years years years

16 MERCURY RATE metric Ratio of Mercury business to TND business Mercury is an innovative software platform that enables B2B purchase capacity directly through your POS! Score 40% or greater 5 30% or greater 4 20% or greater 3 10% or greater 2 Full Participation 1 Requires use of the TicketNetwork POS. Learn more HERE! Submit a support ticket to enroll in this program. Not Fully Active 0 Mercury penalties for Busted / Invalid Mercury orders result in -1 score per penalty (minimum 0) plus a monetary fee. Mercury Buy + Sell Wholesale $ TND + Fulfillment Wholesale $ = 16

17 PCI COMPLIANCE PCI Compliance metric Whether you are using PCI compliant software Contact with any questions about attaining PCI compliance How do I comply with PCI DSS? The PCI Certification process requires you to hire a third party Approved Scanning Vendor (ASV) or a Qualified Security Assessor (QSA) to complete the certification process. If your merchant processor does not recommend a vendor, TicketNetwork has partnered with ControlScan, please visit We also have a partnership with 403Labs. If you would like to take advantage of 403Lab s services please visit Please note, Canadian merchants must complete the certification process through a Qualified Security Assessor (QSA). What is PCI DSS? Payment Card Data Security Standards are a set of requirements designed to ensure that merchants of all sizes process, store, and transmit credit card information in a secure environment. Score Yes 5 No 0 17

18 TICKET SELLER METRICS Seller Recap Used to determine your TND Fee Simple scale Total score determines fee 50% of total is accepting orders 70% of total is accepting orders & shipping on time 80% of total is accepting orders quickly & shipping on time Remaining 20% is: Using PCI compliant software Using real time inventory Long-term commitment to TN s software Max Score * 5 PCI Compliance 5 Total: 100 * Up to 3 extra points possible for pre-paid contract Making it easier to get to the maximum score of 100! 18

19 BROKER FEE STRUCTURE Adjustments to Broker Rating Area for additional discounts on the Dashboard. Preferred Merchant Provider discount of 0.10% fee. Preferred Surety Bond discount of 0.10% fee. 19

20 FEE LOOKUP CHART If your total Score is on the first Thursday of each Quarter, your TND Fee will be % for orders received during that Quarter. Score Fee% % % % % % % % % % % % % % % % % Score Fee% % % % % % % % % % % % % % % % % Score Fee% % % % % % % % % % % % % % % % % 20

21 CONTACT US Questions about your Seller s? Call your Account Executive at: (Option 4) 21