# 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)
{% hint style="info" %}
Weekends are excluded from the calculation.
{% endhint %}
### 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
{% stepper %}
{% step %}
#### 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)
{% endstep %}
{% step %}
#### 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
{% endstep %}
{% step %}
#### 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)
{% hint style="success" %}
Ranges should reflect performance tiers e.g. excellent / average / poor.
{% endhint %}
{% endstep %}
{% step %}
#### 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
{% endstep %}
{% step %}
#### Remove Ranges (Optional)
* Click the **Delete –** icon next to a range to remove it. Use this to fix overlaps or simplify the model.
{% endstep %}
{% step %}
#### 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%
{% hint style="success" %}
Only matching cancellation requests will influence this metric.
{% endhint %}
{% endstep %}
{% step %}
#### 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)
{% endstep %}
{% step %}
#### Save the Configuration
Click **Save** to store your rule set. These rules will be used by the weekly automated performance scoring task.
{% endstep %}
{% endstepper %}
## Final Grade Calculation
{% stepper %}
{% step %}
#### Step 1: Convert Weight % to decimals
* 50% → 0.50
* 25% → 0.25
* 25% → 0.25
{% endstep %}
{% step %}
#### 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
{% endstep %}
{% step %}
#### Step 3: Sum all metric contributions
Final Grade = 2.00 + 1.25 + 0.75 = 4.00
{% endstep %}
{% endstepper %}
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