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  • What's difference between shipment rate and delivery rate?

    General Discussion Created 3 years ago | Updated 3 years ago
  • AO
    Ayoola O S
    How's shipment rate calculated? I recently get suspended based on shipment rate said to be lower than 80% but on my dashboard my delivery rate is 82%.
    I apeal and I was reinstated  3 days ago. I shipped every order recieved after the reinstatement but got suspended today again based on shipment rate being below 80%
    So I'm confused here. What I'm I suppose to do? I didnt have cancellation. How is the shipment rate calculated?
    What is delivery rate in comparison to shipment rate.?
    My delivery rate is 82% which is aboce 80% mark.
Discussion has been closed


  • Ebere O B
    Posted 3 years ago
    Hello Ayoola,
    As discussed, your store was suspended a second time due to an auto-cancellation of delayed orders, as cancellations reduce your shipment rates, please avoid cancelling orders from your end. To cancel an order, send an email to ordercontinuity@konga.com'>ordercontinuity@konga.com' to assist with these cancellation so as not to have a negative effect on your store, also ensure your orders are shipped on time to avoid an auto cancellation.
    Your delivery rate performance is calculated based on the total number of orders you have successfully delivered to customers as a function of total orders you have received on your store in a lifetime. 
    While shipment rates performance is calculated by Total Number of Shipped Orders / the Total Number of Orders received for the week (excluding orders cancelled by the customer or on request) 
    To have your store reinstated, send an email to ordercontinuity@konga.com'>ordercontinuity@konga.com' , you should receive a response within 24 - 48 business hours.
    I hope this clarifies things
  • AO
    Ayoola O S
    Posted 3 years ago
    @Ebere I was suspended the first time for a known reason cancellation of four orders within 4th to 10th oct. I got reinstated about four days ago. I shipped every order I had after the reinstatement. So the cause of new suspension handed to us yesterday is unknown and unfair. 
  • Ebere O B
    Posted 3 years ago
    @Miriam, kindly send an enquiry to  ordercontinuity@konga.com , and a representative will contact you with 24 - 48 business days.
  • MW
    Miriam W B
    Posted 3 years ago
    Hello Ebere, please give the shipment rate formula well so someone good at maths will explain it well to me because my experience with Konga staff phone calls and emails is not good. Is returned order supposed to count against seller? when most buyers reject without seeing the item. Hmmm konga? No comment

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