WIXLIB

SELLER METRICSEffective October 2013

TICKET SELLER METRICSWhat are Seller Metrics?Bottom Line: Better Brokering Lower Fees!TicketNetwork’s Seller Metrics is a set of measurements used todetermine the fee that a ticket seller will pay to sell tickets through theTicketNetwork Direct service.A top performing seller is eligible to be billed as low as 2.75%. Many ticketsellers are paying fees of 3% or lower on their annual sales – makingTicketNetwork’s Exchange a great place for sellers who provide anexcellent customer experience.TicketNetwork uses 7 measurements to give each seller an overall score.This guide will explain how your score is calculated and how each metriccan be maximized.2

TICKET SELLER METRICSWhere do I find my rating?All Seller Metrics are updated each Thursday morningDetailed information on your Seller Metrics can be accessed through theTicketNetwork WebAdmin portal and viewed on your Seller DashboardSimply go to: https://admin.ticketnetwork.com/Click on the “My Broker Rating” link inside the page headerEvery Thursday each Seller Metric score and the numbers used todetermine the scores are updated to include a new week’s worth of ordersYour Fee is determined on the first Thursday of each QUARTER and willremain in place until the following quarter, updates each week after are forinformational purposes so you can continue to track your ownperformance from week to week.3

TICKET SELLER METRICSWhat orders are included in the metrics?Short Answer: 365 daysTicketNetwork looks at the last 365 days of orders for all ticket sellers.Orders included must actually be billed so there is a 10-day delay from thetime an order is placed until when it is eligible for inclusion in the metrics.New Sellers will not receive their first scores until they have received aminimum of 25 orders or have been an active seller for at least 90 days.4

TICKET SELLER METRICSSeller Metrics DefinedEarn points across 7 categoriesMetricMax ScoreDefinitionFill Rate40Number and value of orders placed more than 3 days from an eventdate that are successfully accepted.Near Term Fill Rate10Number and value of orders placed 3 days or less till an event datethat are successfully accepted.Delivery Rate20Percentage of orders shipped, uploaded, or delivered in time using theTN shipping program.Processing Time10Average amount of time it takes to accept/reject an order.Software Loyalty10*For extended time using TN’s software with multi-year commitments(* up to 3 points can be earned through pre-paying for 13 points).Mercury Rate5Active Mercury participant and additional rewards for use of theprogram as buyer/seller.PCI Compliance5Provided documentation certifying PCI compliance and uploading inreal-time via a PA-DSS compliant POS application.TOTAL1005

FILL RATE / NEAR TERM FILL RATEFill Rate & Near Term Fill RateMetricRejected orders are a thing of the past!(Fill RateNever reject an order because you don’t have the tickets anymore!Even if you have to fill an order at a loss, this will still cost you lessmoney than having a rejected order counted against your Fill Ratemetric.Near Term FillThe Broker Rating Team can remove rejected orders from your fillrate calculation under certain circumstances: if TN verifies the orderas fraudulent, if there is a verified technical issue, or if the ordercomes from a country we have identified as having an elevated risk.Submit a support request after you have rejected the order.Software Loyalty) (Accepted OrdersTotal Orders)Delivery RateProcessing TimeMercury RatePCI CompliantAccepted Dollars2Total Dollars Fill Rate6

FILL RATEFill Rate metricMetricNumber and value of non-near term orders accepted This metric includes onlyorders that are not nearterm.Near term defined as theperiod starting 3 daysbefore an event date.Includes penalties to allnon-near-term orders.Considers both the numberof orders and the dollarvalue of the orders. 40% of ticket sellers havea perfect 100% fill rate.Average fill rate is 99.6%.Fill RateFill %Score99.98% or higher4099.90% or higher36Delivery Rate99.80% or higher32Processing Time99.70% or higher28Software Loyalty99.50% or higher24Mercury Rate99.00% or higher20PCI Compliant98.00% or higher1697.00% or higher1296.00% or higher895.00% or higher4Less than 95.00%0Near Term Fill7

NEAR TERM FILL RATENear Term Fill Rate metricMetricNumber and value of near term orders accepted Simple definition of Near Term: 3 days before event.Less strict than regular Fill Rate.Ignore 10/19 thru 12/19 orders.Near Term Fill %Includes penalties on near termorders.99.60% or higher 40% of ticket sellers have a99.10% or higherperfect 100% near term fill rate.98.00% or higherAverage fill rate is 99%.Fill RateNear Term FillDelivery RateScore108694.00% or higher492.00% or higher2Less than 92.00%0Processing TimeSoftware LoyaltyMercury RatePCI Compliant8

FILL PENALTIESFill Rate / Near Term Fill - PenaltiesMetricPenalty applies to the metric that the order is measured inViolationRejected OrderPenalty1xBusted Order4x plus monetary fine*Busted Order Last Minute8x plus monetary fine*Invalid Tickets8x plus monetary fine*Fill RateNear Term FillDelivery RateProcessing TimeSoftware LoyaltyBroker Filled Rejected Order4xMercury RateMisuse of Delivery Method4xPCI CompliantAlternate Tickets Reported0.25xAlternate Tickets Not Reported5xInappropriate Marketing Content5xAgency Legal Complaint8xPenalty multiplier counts asX number of rejected ordersfor your fill rate (both countand value).* Fines are equal to the cost to fill the ticket order or 200% of the retail order value, up to TN Compliance.9

DELIVERY RATEDelivery Rate metricMetric% of orders shipped using the TN Shipping ProgramFill RateShipping Method Schedule (on WebAdmin) when near term / specialdelivery options are available to the customer. Generally 2-3 days prior tothe event (can be up to 4 days).Near Term FillDelivery RateProcessing TimeIf customer chooses a specialdelivery method, USE that method!Etickets MUST be uploaded to theE-delivery system in WebAdmin forfull credit.Delivery Rate %Score97.00% or higher20Mercury Rate96.00% or higher16PCI Compliant94.00% or higher1291.00% or higher888.00% or higher4Less than 88.00%0Software Loyalty10

DELIVERY RATEDelivery Rate: Order ScoresSum of delivery points / Total orders Delivery %Each order will receive a1, 0, or -1 score that isused to determine yourtotal delivery points.ShipmentPointsIf the shipping method is local pickup, will-call, or Last-Minute Pick Up and you accept the order.1If the shipping method is e-ticket and you successfully upload a file to the WebAdmin e-delivery system.1If the tickets are shipped via FedEx within 4 days of the orders (according to the FedEx tracking #).1Set a delayed ship date equal to your On Hand Date when the order comes in and ship by that date.1If the shipping method is non-specified Near Term Special Delivery and you ship using any near term option.0If an alternate shipping method is specified and used when the customer requested FedEx shipping.0Delay date set is not equal to the On Hand Date and shipment occurred on or before the delay date.0Tickets are shipped more than 4 days past the order date if tickets are on hand.-1The delay date was set but the tickets were shipped after the delay date.-1It is more than 11 days past the event and no shipping status exists (FedEx or alternate delivery option).-1If the customer selected a Special Delivery option and FedEx is used (according to FedEx tracking #).-1If the shipping method is e-ticket and the tickets are not uploaded using the WebAdmin e-delivery system.-111

DELIVERY RATEDelivery Rate: Additional InformationMetricHelpful tips to guide you to a perfect shipping scoreAlways deliver using the exact method the customer originally chose toreceive full credit on your metric!Fill RateNear Term FillDelivery RateIf tickets are not on hand, always list an On Hand Date for every ticketgroup. Be conservative with your dates.- On Hand dates must be at least 4 days before the event date to be valid.- If tickets are not On Hand and customer selects FedEx delivery, set adelayed ship date that matches your On Hand date.Processing TimeSoftware LoyaltyMercury RatePCI CompliantAlways list a specific Near Term / Special Delivery Method (eticket,will-call, local pickup, etc) for every ticket group.If you have hard tickets that can only be delivered via FedEx, unbroadcastthe tickets before the Near Term window or send them to a local LMTBoffice.12

PROCESSING TIMEProcessing Time metricMetricAverage time it takes to accept/reject incoming orders Fill RatePoint-of-Sale users can Auto-Process their orders to lower processingtime significantly. Please create a support ticket to learn aboutenabling Auto-Processing!Near Term FillDelivery RateProcessing TimeAverage TimeScoreSoftware LoyaltyLess than 5 minutes10Mercury RateLess than 15 minutes8PCI CompliantLess than 30 minutes6Less than 1 hour4Less than 4 hours2More than 4 hours0Total Number ofHoursTotal Number ofSalesAverage Processing Time13

PROCESSING TIMEProcessing Time: Additional InformationMetricUSE THE AUTO-PROCESSOR! Fill RateSet Payment Acceptance Levels (WebAdmin PAYware Connect tab)and Auto-Processor settings (POS System Settings, Top LevelCompany Settings) to be as lenient as you are comfortable with, toensure as many orders are Auto-Processed as possible.Near Term FillAlways use the Auto-Processor or otherwise accept orders right away.You can go back and change the status to rejected later, if absolutelynecessary. If an order comes in from Saturday at 12:00 am – Friday at11:59 pm, you will still be able to move it from accepted to rejected upuntil 11:59 pm of the following Tuesday.Software LoyaltyDelivery RateProcessing TimeMercury RatePCI CompliantThe Auto-Processor will: accept order in 0 minutes, unbroadcast thetickets, remove the tickets from your export file, print out a shippinglabel, and print out an invoice.14

SOFTWARE LOYALTY REWARDSSoftware Loyalty metricMetricYears spent using TicketNetwork’s software Fill RateMust have an active multi-year POS contract to receive any points.Extra points earned by pre-paying the multi-year POS contract at timeof signing.Years on POSScore5 years or more10Near Term FillDelivery RateProcessing TimeSoftware LoyaltyPre-PaidExtraPoints4 years or more83 years or more65 years3.002 years or more44 years2.001 year or more23 years1.00Less than 1 year02 years0.50Mercury RatePCI Compliant15

MERCURY RATEMercury is an innovative software platform that enablesB2B purchase capacity directly through your POS!Mercury Rate metricMetricRatio of Mercury business to TND businessFill RateMercury RateScoreNear Term Fill40% or greater5Delivery Rate30% or greater420% or greater310% or greater2Full Participation1Not Fully Active0 Requires use of theTicketNetwork POS. Learn more HERE! Submit a support ticket toenroll in this program.Mercury penalties for Busted / Invalid Mercuryorders result in -1 score per penalty (minimum 0)plus a monetary fee.Processing TimeSoftware LoyaltyMercury RatePCI CompliantMercury Buy SellWholesale TND FulfillmentWholesale Mercury Rate16