NPS blocking Criteria

NPS blocking Criteria

NPS measures customer loyalty by asking how likely customers are to recommend a product or service on a scale of 0-10.

  • Promoters (9-10): Loyal customers who drive growth.
  • Passives (7-8): Satisfied but unenthusiastic customers.
  • Detractors (0-6): Unhappy customers who can harm reputation.

In LAAM, there are following check-points on which product articles can get blocked. If any product article falls in the following category. Majorly there are two types of articles blocking.

1) Manual Blocking

2) Auto Blocking

1- Manual Blocking

The following are the specified reasons under which we will manually block product articles if they are found in any article:

  • Listing Issue: Blockage resulting from issues related to the product listing, such as incomplete information, incorrect categorization, or violation of listing policies.
  • Blocking on Request: When a request is made (possibly by a user, authority, or internal process) to block the product article due to compliance, legal, or other reasons.
  • Replica: Blocking due to the product being identified as a replica or counterfeit, infringing on intellectual property rights or authenticity standards.
  • Post Delivery Inspection: The product has been flagged during the Post Delivery Inspection due to deviations from quality or specification standards. As a result, it has been blocked from further processing, distribution, or sale to ensure that only compliant and quality-verified products reach customers. This action helps maintain overall product quality, customer satisfaction, and compliance with quality assurance protocols. Further steps may include initiating corrective actions, returning or reworking the product, and conducting root cause analysis to prevent recurrence.

2- Auto Blocking

Auto blocking is triggered only when an account meets the NPS (Net Promoter Score) blocking criteria. The system automatically detects and blocks the account based on poor product performance and negative customer feedback. If your account gets blocked, you can submit an unblocking appeal. Once you’ve addressed the listed issues — such as correcting product listings or updating stock — the account may be unblocked upon successful review.

ALWAYS REMEMBER: This policy is designed to protect our customers and support our sellers in maintaining high-quality standards and achieving strong feedback.

NPS Blocking Rules:

Criteria
Blocking Level
Blocking Policy
Scenario A
Product NPS < 20 & Total Feedbacks Received > = 5 in Last 30 Active Days {Difference b/w [Max (Creation Date, Reset Date)] and Current Date}
If the total feedbacks received in last 30 days >= 5, then the system would check for the following conditions for blocking the product: - Product NPS < 20 (Timeline = Last 30 Active Days) - Detractors >=3 (Timeline = Last 30 Active Days) In case, both these conditions are satisfied, the product would be blocked.
Scenario B
Product NPS < 20 & 3 < Total Feedback Received < 5 in Last 30 Active Days {Difference b/w [Max (Creation Date, Reset Date)] and Current Date}
• If the total feedbacks received in last 30 days < 5, and the current NPS < 20, then the system would check for the following conditions: • Product NPS < 20 (Timeline = Since {Max(Creation Date, Reset Date)}) • Total Feedbacks >= 15 (Timeline = Since {Max(Creation Date, Reset Date)}) • Total Detractors >= 9 (Timeline = Since {Max(Creation Date, Reset Date)}) • If the above conditions are met, the product would be blocked. If a product is blocked 3 times in 6 months, it will be then permanently blocked.

QC Block Criteria

Products may be blocked under Quality Control (QC) due to the following reasons:

  • QC on Next Inbound

    • A product flagged in a customer complaint will undergo QC during the next stock intake. Sellers must ensure all quality standards are met in the upcoming batch to avoid further action.

  • Listing Issue Identified During Review

    • If the product has unresolved listing issues at the time of review, it will remain blocked until all corrections are made.

  • Production Issue Identified During Review

    • If manufacturing defects are found during the review process, the product will be blocked and returned to the seller.

  • Listing Issue Identified After Feedback

    • Customer feedback reveals inconsistencies or misleading information in the product listing. If these issues are not resolved within 2 days, the product will be blocked to prevent further poor fulfillment.

  • Production Issue Identified After Feedback

    • If feedback highlights production defects, the product will be blocked and returned to the brand’s registered address.

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