Vendor Performance & SLA Monitor
Add-on ID: kv_vendor_performance_sla · Edition: Multi-Vendor only · Latest version: 1.0.0 · Compatible with: Multi-Vendor 4.17.2 – 4.21.x, PHP 7.4 – 8.3 · Changelog: view
Vendor Performance & SLA Monitor measures how well every vendor of your marketplace serves its customers and holds each vendor to a service level agreement (SLA) that you define per vendor plan. Every night it computes the KPIs of a rolling window (30 days by default): how many orders shipped on time, how many were cancelled by the vendor, how quickly orders were accepted, how often a tracking number was uploaded, the return rate, how fast the vendor answers customer messages and the review average. Each KPI is rated Good, Warning or Breach, and you decide what happens when a vendor falls behind.
Multi-Vendor’s own Vendor rating is a sales formula (paid orders, revenue, active products, manual ratings). It does not look at shipping times, cancellations or response times. This add-on adds those service metrics and even makes them available as variables of the vendor rating formula.
- Service KPIs per vendor: late shipment rate against the vendor’s handling time (business days, weekends optional), cancellation rate (only cancellations made by the parties you choose), acceptance time, tracking upload rate, return rate (RMA), first response time in the Message center, and the product review average.
- SLA policies per vendor plan: handling time, minimum number of orders before a KPI is rated, a warning and a breach threshold for every KPI, and the actions to take. Vendor-level overrides for the handling time.
- League table: all vendors with their level and KPIs, sortable, filterable by level, plan, review flag and actions, with a CSV export.
- Drill-down per vendor: every KPI next to its thresholds and sample size, a 30-day trend, the late and overdue orders, the cancelled orders and the full history of level changes and actions.
- Vendor panel: each vendor sees its own level, KPIs, late orders and what happens next; the dashboard shows a notice while a KPI is in warning or breach.
- Alerts: e-mails to the vendor when its level changes or an action starts or ends, and a daily digest for administrators.
- Optional, reversible actions: flag for review, and after a grace period hide the vendor’s products or pause new orders. Actions end automatically when the KPIs recover; you can lift them, exempt a vendor or excuse single orders. The vendor account status never changes, and nothing ever happens silently.
- Public badges (opt-in): “Ships on time 98%” and “Replies within 4 h” on vendor pages and next to the vendor name of products, from the last nightly results, so the full page cache of CS-Cart 4.21 stays effective.
- Vendor rating integration:
slaScore,slaOnTimeRate,slaLateRate,slaCancelRate,slaReturnRate,slaTrackingRate,slaResponseHoursandslaAcceptHoursin the core rating formula. - Built for large marketplaces: one aggregate query per data source, incremental nightly sync; 100,000 orders are rated in well under a second.
Documentation
Section titled “Documentation”| Page | Contents |
|---|---|
| Installation | Requirements, installing, upgrading, uninstalling |
| Configuration | Settings, SLA policies, license |
| Usage | How KPIs are measured, levels, actions, league table, vendor panel, badges |
| Developer notes | Data model, hooks, rating criteria, file map |
| FAQ | Common questions |
Compatibility
Section titled “Compatibility”| CS-Cart Multi-Vendor | 4.17.2 – 4.21.x (Multi-Vendor only; the install is refused on CS-Cart) |
| PHP | 7.2.5 – 8.3 (whatever your CS-Cart version supports) |
| Themes | Responsive and themes based on it (Nova and others) |
| Full page cache (4.21) | Supported: badges and actions are the same for every visitor and come from precomputed data |
| Other add-ons | Vendor plans (policies per plan), Message center (response time), RMA (return rate), Product reviews or Comments and reviews (review average), Vendor rating (formula variables): all optional |