Marketplace Operations Playbook

Objectives

Maximize Buy Box share, GMV, and contribution margin while protecting account health and CX.

Health metrics

• Buy Box share - % of eligible detail page wins
• Order Defect Rate (ODR) - A-to-Z, negative feedback, chargebacks
• Late shipment rate - % of orders shipped after promise
• Pre-fulfillment cancel rate - % canceled before ship
• Valid tracking rate - scans on time
• Return rate and reason codes - product vs expectation

Listing hygiene

• Titles, attributes, GTINs, category mapping, variations
• Images - angles, scale, compliance
• Content - bullets, A+ where supported
• Compliance - restricted claims, required docs

Pricing and inventory

• Dynamic repricing with MAP guardrails
• Competitive sets and price floors
• Handling time SLAs and cutoffs
• In-stock rate and buffer stock

Fulfillment and SLAs

• FBA vs FBM selection by margin and control
• Same-day pick-pack targets and carrier choice
• On-time ship %, delivery promise, weekend rules
• Proactive WISMO prevention - notifications, tracking

Issue prevention and response

• Performance notifications triage and tags (catalog, price, ship, CX)
• A-to-Z and chargeback playbooks - evidence and timelines
• Root-cause scoring - packaging, description, quality

Impact benchmarks

• +10 to +25% Buy Box share and +9 to +21% GMV from listing hygiene and smart repricing
• ODR under 1%, late ship under 4%, valid tracking over 95%
• -12 to -28% WISMO contacts via faster ship and clearer comms

Weekly cadence

• Scorecard review by channel and top ASINs
• Price and stock exceptions queue
• Defect deep dives and owner follow-ups