Summary
Policy page restructured with calculation formula and exclusion scenarios clarified. No new requirements introduced; existing IM Dissatisfaction Rate rules restated with worked examples.
Why it matters
Clarified formula and exclusion rules help sellers understand how chatbot/FAQ dissatisfaction ratings are excluded from IM-DSAT calculations, but no enforcement changes or behavioral requirements added.
Recommended action
Review calculation examples to ensure accurate shop performance tracking. No immediate compliance action needed beyond existing customer service best practices.
Formula:
IM Dissatisfaction Rate = (Number of 1 to 2 star ratings ÷ Rated chats) x 100%
When a consumer consults a seller, the response is provided by Chatbot before the seller manually intervenes, and the consumer has already left the conversation and left a review.
Negative feedback from consumers caused by the quick replies set in the Frequently Asked Questions (FAQ) library.
Shop A has a total of 100 reviews, among which 10 are low-satisfaction reviews, which include 6 reviews for human customer service and 4 reviews from chatbots and FAQ: IM-DSAT = (10-4) / (100-4) =6 / 94 = 6.25%
No content was removed in this update.
Affects: Seller