Customer Story

Challenges

As the marketplace scaled, maintaining seller performance, catalog quality, and consistent seller engagement became increasingly difficult. The key challenges included:

• Low motivation among sellers to meet GMV and order targets, leading to uneven monthly GMV contributions.

• Poor listing quality: many products suffered from incomplete descriptions, subpar images, or missing compliance attributes — hurting search visibility and conversion rates.

• Declining customer satisfaction and seller ratings, particularly among long-tail and smaller vendors.

• Slow seller ramp-up — new vendors took too long to complete onboarding steps, upload inventory, or make their first sale, delaying revenue realization.

• Weak participation of sellers in seasonal promotions and flash sales, resulting in underwhelming assortment and missed campaign potential.

• Lack of structured incentives for exclusive or early product launches, causing vendors to launch exclusives on competing platforms instead.

‍

Solution

The company adopted Xoxoday Loyalife’s channel incentive solution to launch a comprehensive Seller Engagement & Performance Incentives Program, which was structured around six incentive tracks aligned to marketplace priorities:

• Performance-Based Incentives — Tiered bonus plans rewarding sellers for achieving weekly and monthly GMV targets, encouraging consistent performance and prioritization of the marketplace.
• Listing Quality Bonuses — Incentives for sellers who enhanced product listings with complete descriptions, high-quality images, and compliance metadata, improving catalog standards and discoverability.
• Customer Rating Rewards — Linking seller incentives to customer ratings and satisfaction scores to promote quality fulfillment, timely shipping, and customer-first behavior.
• Onboarding & Activation Rewards — Reward milestones for new sellers completing onboarding paperwork, uploading initial inventory, and achieving their first sales, to accelerate activation and reduce time-to-first-sale.
• Exclusive Product Launch Incentives — Special incentives for sellers who launch exclusive or early-release products on the marketplace to improve platform competitiveness and increase assortment appeal.
• Seasonal Campaign Participation — Bonus incentives for seller participation in seasonal promotions, flash sales and holiday campaigns — ensuring higher availability, better inventory readiness, and strong seller engagement during peak periods.

‍

Impact

Thanks to the structured program:

• 38% increase in GMV contribution from incentivized sellers

• 55% improvement in overall catalog completeness, enhancing product visibility and search relevance

• 28% rise in top-rated (4 star and above) sellers, resulting in better customer satisfaction and fewer complaints

• 37% reduction in time-to-first-sale for new sellers, speeding up marketplace onboarding and revenue generation

• 52% uplift in seller participation during seasonal campaigns and promotional events

• 3.4× increase in exclusive-product launches on the marketplace, improving product assortment and competitive differentiation

‍

Conclusion

By deploying the loyalty and incentive platform, the marketplace transformed its seller ecosystem into a high-performance network. The structured reward tracks — from onboarding, listing quality, to performance and campaigns — encouraged sellers to prioritize the marketplace, improve catalog standards, and align with customer satisfaction goals.

This resulted in significant growth in marketplace GMV, improved catalog quality, higher seller engagement, and a noticeable increase in exclusive product launches — positioning the marketplace for scalable, sustainable growth across India’s competitive eCommerce landscape.