Operational metrics

Order fulfilment rate

The order fulfilment rate is an indicator that shows how many orders you have completed (how many orders you have delivered to the carrier) in relation to the total number of orders assigned to you.

Orders fulfilled by the store Orders assigned to the shop.

All orders delivered to the carrier are considered as fulfilled.

Special Cases

• Orders that you have delivered to the carrier but were subsequently canceled by the consumer will be counted as "fulfilled" for your shop.
• Orders canceled by the consumer before the delivery date will not be counted at all in the "Order Fulfilment Rate".
• During operational performance evaluations (such as Pro Seller, Operational Performance Rating System, etc.), orders that are still open for response (completely excluded from the calculation) do not participate in order fulfilment.

Percentage of unfulfilled orders

The total of fulfilled and unfulfilled orders represents the orders assigned to you.

There is a possibility that you initially accepted orders but ultimately did not deliver them to the carrier, either because you rejected them from the beginning or later, or because they were automatically rejected by the mechanism for rejecting delayed orders. Additionally, there are orders that you allowed to expire without response. The aforementioned orders, as a whole, represent the percentage of unfulfilled orders.

This percentage is an indicator that shows how many orders you failed to fulfill (deliver to the carrier) for any reason compared to the orders assigned to you.

Orders not fulfilled by the store Orders assigned to the shop.

In more detail, it is the sum of orders that:

• Expired without response (Percentage of expired orders)
• Were rejected by you from the beginning (Rejection of new orders)
• Were rejected by you after acceptance (Percentage of delayed rejected orders)
• Were automatically rejected by the mechanism for rejecting delayed orders (Percentage of automatically rejected orders)

Order Processing Speed

The "Order Processing Speed" represents how quickly a shop prepares and delivers its orders to the carrier. The calculation of processing speed takes into account only orders for products with availability "Available in 1-3 days".

The following are not counted in the calculation (thus not negatively affecting the score):

• Orders for products with availability of 4-10 days or longer
• Orders shipped with carriers for bulky items

The order processing speed is a criterion for claiming the Pro Seller badge.

For the calculation of this statistic, the following criteria are evaluated in the orders you accepted:

• Response speed in accepting the order
• Selected delivery date among the available alternative dates
• Actual delivery date of the order to the carrier

What should I do to achieve a high rating in order processing speed?

The key to achieving a high score in Order Processing Speed, increasing your chances of receiving the Pro Seller badge, is:

1. Choosing the most immediate pickup date with the carrier among the available alternative dates.
2. Delivering the orders to the carrier on the selected delivery day.

The combination of selecting the earliest pickup day and delivering the package to the carrier on that day will yield a perfect score of 10 in this statistic if achieved consistently in all your orders.

Which orders record the highest score?

Orders that were registered with the earliest pickup day and were ultimately received on the same day.

Can I send orders earlier than the declared day?

You can send orders earlier than the declared day, and it will not have a negative impact on your score. Your score will be negatively affected if you delay delivering the order to the carrier compared to the selected day. The goal is to deliver the orders as soon as possible.

Example:

*From the moment you have selected not the earliest delivery day but the immediately next one (meaning the second earliest day for delivery), the order will not receive the highest possible score. However, if you have prepared the order earlier, you can deliver it to the shipping company to improve its score.

Response Time

The time elapsed from the assignment of orders to your store until the store's response. The response time is calculated for 90% of the orders, and we only consider working days and hours (Monday to Friday, 09:00-18:00*). Canceled orders by the user are not included in the calculation.

*Working hours and days are considered to be the period from 09:00 to 18:00, from Monday to Friday (excluding official holidays). For example, an order that arrives at the store at 18:01 on Friday afternoon will have its response time measured from Monday morning at 09:00.

Returns due to Error/Faulty Product

The percentage of "Returns due to Error/Faulty Product" represents the total number of orders with products returned by customers - with the following reasons - relative to the total orders you undertook to fulfil within a specific time period.