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Starting today, we will automatically exclude negative ratings that result from the carrier's delay
Starting today, we will automatically exclude negative ratings that result from the carrier's delay
We include the ratings and recommendations you get from buyers in your statistics:
- in average sales rating, recommendation percentage, and
- in your sales quality — in the Recommendations from buyers and Buyer satisfaction metrics.
In specific cases, we can exclude such ratings and recommendations from your statistics. We can do it, for example, when the rating results only from the delays on the carrier's part. Learn more.
How it worked earlier
Before, we could exclude negative ratings that resulted from the carrier's delay from your statistics when:
- you requested that we exclude that rating, and
- the buyer left a comment with the rating and it clearly showed that the rating resulted only from the delayed delivery, and
- the order that the rating concerned:
- was prepared by you according to your declaration but the carrier did not collect it on time or
- was dispatched by you according to your declaration but the carrier did not deliver it within the specified shipping time.
What we have changed
Starting today, you no longer need to contact us to request that we exclude such a rating. We will automatically exclude negative ratings that result from the carrier's delay.
We will do that if:
- the buyer gives you the Not recommended rating and indicates delayed delivery as the reason for that rating, and
- the buyer adds a comment to that rating that is shorter than 5 characters or does not add any comment, and
- we confirm in our system that you dispatched the parcel according to the time declared in your offer.
Once we exclude the rating:
- we will not include it in your sales quality, the average sales rating, or recommendation percentage
- we will still display it in the Ratings Received tab and your Ratings list. However, you will see the following disclaimer next to it: Rating excluded due to a carrier delay.
When we will exclude those ratings
We will exclude them within 3 days from the moment the parcel with the order the rating concerns is scanned. We will do it automatically, so you do not have to contact us in this regard.
We automatically exclude also the first negative rating from the last 30 days from your sales quality. If that rating is also the one resulting from the carrier's delay — we will exclude for that exact reason. That means we will consider the next negative rating from a buyer as the one we exclude every 30 days.
