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Seafood buyers trust Rooser to fulfil their orders on time, in full, and at the right quality, every time.
But delivering certainty in such a fast-paced industry is tough.
Our Supplier Performance Programme ensures we’re working with the best suppliers in seafood so we can consistently deliver on this promise.
The foundation of this programme is our Trust Score.
Every supplier selling on Rooser receives their own Trust Score.
This score (out of 100) reflects how reliable they are at:
a). Fulfilling the orders they receive in full; and,
b). Reporting any order issues in good time (3pm CET, day before delivery*).
Each supplier receives a score out of 100.
This score is calculated as a rolling average based on their performance over their last 12 active weeks. The score will update daily as more orders are received. (A week is considered ‘active’ when at least one sale has been made).
The higher the supplier’s score, the more reliable they are.
75% of the overall score is determined by how successfully a supplier fulfils the orders they receive, in full.
If all orders are delivered in full and on time, this part of the score will remain at 75.
The remaining 25% of the score is based on how reliably the supplier reports order issues with sufficient advanced warning. (Each unreported issue creates a deduction to their score).
If all order issues are reported by 3pm CET on the day before delivery to BSM, or if the supplier has no order issues at all, this part of the score will remain at 25.
If an order cannot be fulfilled on time, in full, or at the right quality, we expect the issue to be reported no later than 3pm CET on the day before delivery.
This applies to:
a). Any order due for dispatch by the supplier one or more days before delivery to BSM.
b). Orders received by suppliers who dispatch on the same day as delivery (A/A), where the order was received by 1pm CET on the day before delivery to BSM.
The best (and our preferred) way to report an issue is via the “Report an issue” button directly on the impacted order, on the Dispatch page of your Rooser account.
Alternatively, you can reply to the dispatch confirmation WhatsApp message you receive, or by contacting our Customer Support team directly.
You can find more details on each of these methods below.
Your Account Manager should not be used as an alternative to the methods outlined in this section. If you choose to rely on your Account Manager to report an issue on your behalf, and they do not report it via one of the methods listed within the timeframe required, this will still be considered an unreported issue and impact your score accordingly.
You can report an order issue on the Dispatch page of your Rooser account [1], or by replying to the WhatsApp message you receive asking you to confirm dispatch [2].
Click "Report an issue" and submit details of the issue.
Reply to the message (shown in image 1 below) with details of the order that has an issue.
If you are unable to report an issue by either of the methods above, you can also report your issue directly with our Support team via the following methods:
