What is the Shopee store rating standard? Shopee store rating standard review

Shop rating criteria

(1) Order Incomplete Rate: The percentage of orders canceled or returned out of the total number of orders in the past 7 days. Only orders canceled by the seller are counted in the order incomplete rate. The order incomplete rate is also the sum of your order cancellation rate and return/refund rate;

(2) Order Cancellation Rate: The percentage of orders that were canceled or returned out of the total number of orders in the past 7 days. Only orders canceled by the seller are counted in the order incomplete rate. The order incomplete rate is also the sum of your order cancellation rate and return/refund rate;

(3) Return/Refund Rate: The percentage of orders for which buyers requested a return/refund out of the total number of orders placed in the past 7 days;

(4) Late shipment rate: The number of orders that were shipped late out of the total number of orders placed by the seller in the past 7 days.

(5) Chat response rate: the percentage of sellers who respond within 12 hours after receiving a new chat message or bid (out of total quantity). Automatic responses will not be included in the calculation of chat response rate;

(6) Store Rating: The overall rating given by buyers to the seller’s store. Sellers can log in to the Seller Center and view the score in [Store Settings - Store Rating]. The score is close to the total average of the ratings submitted by buyers for all orders.

(7) Product rating: The rating given by the buyer to the purchased product. Sellers can view the buyer’s rating of the corresponding product in [Store Settings - Store Reviews].

Seller sales evaluation mechanism

The seller sales evaluation consists of the following two parts:

• Order fulfillment rate

• Delayed shipment rate

Seller sales standards include

1. Order uncompleted rate

We will calculate your order uncompleted rate every Monday. If the calculation results show that your order uncompleted rate is too high, the system will pop up a window to remind your buyers. This pop-up window will last for at least one week. If your performance meets the standard next week, this pop-up window will be removed. If your order uncompleted rate is too high for two consecutive weeks (or more), we may restrict your rights to register for theme activities and enjoy shipping subsidies.

2. Delayed shipment rate

If your late shipment rate is too high, your products will be ranked lower in the search results. If your record improves, the ranking will return to normal. If you fail to meet the standards for two consecutive weeks (or more), we may restrict your rights to register for the event and enjoy the shipping subsidy.

Order uncompleted rate calculation

• Uncompleted order rate = (number of orders canceled by sellers + number of orders returned and refunded by buyers + number of orders automatically canceled) / (number of net orders + number of orders canceled by sellers + number of orders requested for refund by buyers + number of orders automatically canceled)

- Order canceled by the seller: Orders canceled due to seller reasons, including out of stock and undeliverable

- Buyer-initiated return and refund orders: Total number of buyer-initiated return and refund applications – Number of canceled return and refund applications

- Automatic order cancellation: The system automatically cancels the order because the seller has not logged in for a long time or does not ship the goods.

- Net orders: Total orders minus cancelled and refunded orders

Order delay rate calculation

• Late Shipment Rate = Number of Orders Shipped Late / Total Orders Shipped

• Late delivery: The order is shipped more than the promised delivery days (Taiwan site: more than the preset delivery days + 3 days will be defined as late delivery)

Shopee cancels order

• Buyer has paid, order cancellation policy updated

-Affected areas: Singapore, Malaysia, Thailand, Taiwan, Indonesia

How to get it

If you do not meet the standards, Shopee will send you a push notification to inform you of the restricted benefits, and your account manager will also contact you. At the same time, we will also evaluate your store every week until you have improved. If you no longer receive relevant notifications, it means that your store has returned to its previous sales service level.

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