Seller Performance Metrics

Seller Performance Metrics allow marketplaces to quantify seller operational quality using standardized KPIs. The system evaluates cancellation rates, delivery reliability, and problem frequency. Every Monday at 03:00 UTC, an automated job calculates each seller’s final grade based on the rules defined in this module. Grades are used for tiering, visibility adjustments, and penalty/bonus programs.

You can access the module here:

Finance > Seller Performance Metrics

On this page you configure:

• Metric weights: Percentage contribution of each metric to the final grade

• Score ranges: Min–Max value intervals mapped to scores

• Cancellation reasons: Filter applied only to Seller Related Delivery Problems

Metric Definitions

Below is the clear internal logic for each metric.

Seller Cancel Rate (seller_cancel_rate)

Percentage of order line items cancelled by the seller within the selected date range.

Formula: (cancelled_by_seller / total_order_lines) × 100

Customer Cancel Rate (customer_cancel_rate)

Percentage of order line items cancelled by the customer, again based on the selected date range.

Shipment in Target Duration (shipment_in_target_duration)

Measures how many orders were shipped within the seller’s promised delivery time.

The seller’s commitment is stored in:

estimated_delivery_duration (in days)

Weekends are excluded from the calculation.

Calculation Logic

For each order:

1. Retrieve all its packages

2. Get the latest shipment_date among these packages

3. Compare this date with: order.created_at + estimated_delivery_duration

4. If the shipment happened before this deadline → it is considered “in target.”

Seller Related Delivery Problems (seller_related_delivery_problems_ratio)

Percentage of order line items that had delivery issues caused by the seller, based on the cancellation reasons you select.

Only cancellation requests containing one of your chosen cancellation_reasons are included.

Configuration Guide

1

Open the Metrics Page

Navigate to Finance > Seller Performance Metrics from the admin menu. You will see all available metrics, each containing:

• Weight (%)

• Range list (Min / Max / Score)

2

Assign Weights

Weight determines how much each metric impacts the final grade. Total weight across all metrics must equal 100%. Otherwise the scoring engine cannot run.

Examples

• Four equal metrics → 25% + 25% + 25% + 25%

• Delivery-focused scoring → 60% delivery + 20% seller cancel + 20% customer cancel

3

Configure Score Ranges

For each metric, define bands that map a raw metric value to a score.

• Calculating the metric value (e.g., 22% seller cancel rate)

• Finding the range containing this value (e.g., 0–25)

• Returning the range’s Score (e.g., Score = 5)

Range Requirements

• Cover the full 0–100% interval

• No overlaps (e.g., don’t use 20–40 and 40–60)

• No gaps (every value must belong somewhere)

Ranges should reflect performance tiers e.g. excellent / average / poor.

4

Add the First Range

• Click Add Range + inside a metric card

• Enter Min, Max, Score. Scores are typically 0–5 or 0–10, but you can use any integer scale. Be consistent across metrics

• Example for Seller Cancel Rate, where lower is better:

  • 0 to 25 → Score: 5

  • 26 to 60 → Score: 3

  • 61 to 100 → Score: 0

5

Remove Ranges (Optional)

• Click the Delete – icon next to a range to remove it. Use this to fix overlaps or simplify the model.

6

Configure Cancellation Reasons

Applies only to Seller Related Delivery Problems.

• In the metric card, locate Cancellation Reasons multi-select

• Select one or more reason_code values from the dropdown. Only line items with these codes will count toward the metric

• If no reasons are selected, the metric value will always be 0%

Only matching cancellation requests will influence this metric.

7

Validate Configuration

Before saving, ensure:

• Total weights = 100%

• Each metric has at least one valid range

• No overlaps

• No gaps

• Score direction makes sense (e.g., lower cancel rate → higher score)

8

Save the Configuration

Click Save to store your rule set. These rules will be used by the weekly automated performance scoring task.

Final Grade Calculation

1

Step 1: Convert Weight % to decimals

• 50% → 0.50

• 25% → 0.25

• 25% → 0.25

2

Step 2: Multiply Metric Score × Weight

• Delivery: 4 × 0.50 = 2.00

• Seller cancel: 5 × 0.25 = 1.25

• Customer cancel: 3 × 0.25 = 0.75

3

Step 3: Sum all metric contributions

Final Grade = 2.00 + 1.25 + 0.75 = 4.00