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The buyer asks for a later dispatch? We will be able to exclude such orders from your statistics automatically
See what conditions an order needs to meet to be automatically excluded from your statistics.
Dispatching parcels later than declared has a negative impact on:
- your scores in the On-time dispatch and Fast dispatch sales quality metrics
- your statistics, based on which we check whether we can display information about the same-day dispatch time in your offers.
However, buyers can sometimes ask you to dispatch their orders at a later time.
How it worked until now
You needed to contact us to fulfill the buyer's request without negatively affecting your statistics. We excluded orders dispatched too late from your statistics if you provided us with:
- the number of the order dispatched later at the buyer's request
- a confirmation that the buyer requested a delayed dispatch. It could be, for example:
- information from the buyer in the Purchase notes section of the delivery and payment form
- message from the buyer in the Message Center
- screenshot with the buyer's message, with their email address and phone number visible.
What we have changed
From April 13, if you dispatch an order later at the buyer's request, we can automatically exclude it from your statistics. This applies to orders that meet all the conditions below:
- they received negative points in the On-time dispatch metric
- they have not been excluded before
- during the purchase, the buyer asked for a later dispatch in the Purchase notes section of the delivery and payment form.
We will exclude these orders from your statistics no later than the day after the estimated delivery date the buyer saw in the offer at the time of purchase. You do not need to contact us regarding them. You can find information about the excluded order in the Delivery efficiency report.
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