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We are sorry! Temporarily, we are not excluding from your statistics the orders for which the buyer has requested a later dispatch
Due to a technical issue, we cannot automatically exclude from your statistics the orders for which the buyer has requested a later dispatch. However, we can still do it at your request — when you contact us and indicate specific orders.
On April 13, we announced in the News that we could automatically exclude from your statistics selected orders dispatched later at the buyer's request. This was supposed to apply 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.
What has changed
We noticed that the automatic exclusion was not working correctly. We are working on resolving the problem. We are sorry!
What it means for you
Despite our earlier announcement, from April 13, we have not been automatically excluding orders in which customers requested a later dispatch in the Purchase notes section. It means that those orders are still included in:
- your sales quality — in the On-time dispatch and Fast dispatch metrics
- your statistics, based on which we check whether we can display information about the same-day dispatch time in your offers.
We will exclude those orders when:
- we resolve the technical issue — we will inform you when it happens in the News or
- you contact us and request to exclude them — read below how to do that.
How you can request an order to be excluded yourself
If you have orders on your account, for which the buyer requested a later dispatch (regardless of whether they did it when placing the order or via email after the purchase), contact us and:
- provide the number of the order dispatched later at the buyer's request
- attach a confirmation that the buyer requested a delayed dispatch. It can be, for example:
- a message from the buyer in the Message Center
- a screenshot with the buyer's message, with their email address and phone number visible.
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