When we can exclude orders from your statistics

We can exclude orders with delayed dispatch from your statistics if the delay was not your fault. After we do that, they will not negatively affect your:

• sales quality scores in the On-time dispatch and Fast dispatch metrics
• statistics, based on which we check whether we can display information about the same-day dispatch time in your offers.

Problem with a courier pickup

Depending on how you dispatch orders, we will exclude them from your statistics automatically or based on your report submitted through the Report a problem with the courier pickup tab. Check the details below.

We will exclude orders automatically if they meet all the conditions below:

• you dispatch them using Ship with Allegro and order a pickup for them in the tool — we will not automatically exclude orders for which you have ordered fixed pickups
• you order a pickup before the dispatch time you declare in the offers expires
• due to a problem with the courier pickup, the parcels with those orders will be scanned too late (after 8:00 a.m. the next day after the declared dispatch time has expired) or will not be scanned at all
• the parcels with these orders have been delivered to buyers after the estimated delivery time that they saw in offers during shopping has passed.

We will exclude these orders from your statistics at the latest the day after the estimated delivery date that the buyer saw in the offer at the time of purchase. Because of that, you do not have to contact us about them. You can find information about the exclusion of a given order in the Delivery efficiency report.

How to report a problem with a courier pickup

You can do it in the Report a problem with the courier pickup tab. Go to the article to find out more.

The customer's request for a later dispatch time

In that case, we can also exclude orders dispatched after the declared time from your sales quality. You only need to contact us through the form and:

• provide us with the number of the order that was dispatched at a later time at the customer's request
• confirm that the customer requested dispatch at a later time. You can confirm that with:

• information included in the order details by the buyer
• a message from the customer in the Message Center
• a screenshot of the message from the customer with their details — email address and phone number.

Incorrect buyer's details

Buyers who place orders at your store might sometimes provide incorrect details — for example, an address that does not exist. In that case, you might have trouble dispatching a parcel so that it arrives at the time specified in the offer. If this happens and you dispatch the parcel with a delay, such an offer can also be excluded from your sales quality. To make it possible, contact us and:

• provide the number of the order in which the customer used incorrect details
• confirm that you tried to obtain the correct details. You can confirm that with:

• your request sent to the buyer through the Message Center
• a screenshot of your message to the buyer in which you are asking for the correct details. Make sure that the screenshot shows the date and time when the message was sent — thanks to that, we will be able to confirm that you contacted the buyer by the declared time of dispatch.

In-store pick-up

If the customer chooses a delivery option while placing an order but eventually declares that they will collect the purchase — we cannot track such an order. For that reason, we can exclude it from your sales quality. You only need to contact us through the form and:

• provide the number of the order in which the customer chose the in-store pick-up option
• confirm the customer collected or will collect the order in person. You can confirm that with:

• information included in the order details by the buyer
• a message from the customer in the Message Center
• a screenshot of the message from the customer with their details — email address and phone number.

Custom-made products

If you sell custom-made products, you need additional information from buyers. If a buyer does not provide it on time, you might have trouble dispatching a parcel at the time specified in the offer. If this happens and you dispatch the parcel with a delay, such an offer can also be excluded from your sales quality. To make it possible, contact us through the form and:

• send the number of the order for which additional information must be provided
• confirm that you tried to obtain the this information. You can confirm that with:

• your request sent to the buyer through the Message Center
• a screenshot of your message to the buyer in which you asked for necessary information. Make sure that the screenshot shows the date and time when the message was sent — thanks to that, we will be able to confirm that you contacted the buyer by the declared time of dispatch.

We can exclude orders placed at your store from your sales quality in other circumstances as well — not only those described above. If you are not at fault for not dispatching parcels on time — contact us. If we can confirm that you are not responsible for the delayed dispatch, we will exclude those orders from your sales quality.

Where you can check if we have excluded an order from your sales quality

You can check that in the report for the On-time dispatch metric.

To do this:

1. Go to the My Sales Quality dashboard.
2. Select details next to the On-time dispatch metric.
3. In the window on the right, click [download report].
4. The report file will be saved on your device.
5. Open it and go to the Orders spreadsheet.
6. Use filters and in the Order counts towards Sales Quality column, search for orders with the No value.
7. Done! You will see the list of orders that we excluded from your sales quality.

What offers we automatically exclude from your sales quality

For some delivery options, we are not able to check the delivery status. That is why we exclude orders dispatched with those options from the On-time dispatch and Fast dispatch metrics.

This applies to the following delivery options:

• Delivery and price to be agreed with the seller
• Delivery by the seller
• Economy letter
• Priority letter
• Personal pick-up from the seller
• Email delivery — to any country
• all delivery options to Portugal
• Magyar Posta.