Delivery Score
How is the delivery overdue score calculated?
The delivery score is calculated based on two main factors:
- Delivery speed (70% of score) – ship within the SLA; short delays (1–2 days) impact less, but repeated longer delays will cost points.
- Delivery tickets (30% of score) – fewer customer complaints means a better score. Always upload tracking links for all orders to keep customers informed about shipment updates.
The final score is a combination of the delivery speed score and the number of delivery tickets.
⚠️If correct tracking link information for <50% of orders, the score is calculated solely based on the number of delivery tickets. For analyzing this score, only the Delivery Ticket drills section should be reviewed.
ℹ️National holidays in both the seller's and the customer's countries will be taken into consideration, ensuring that delays due to these holidays won't negatively impact your score.What are the delivery speed statuses?
The delivery speed statuses indicate whether an order is delivered on time or not.
We differentiate between four types of delivery speed which gradually impact your score more severely. Short delays will have a smaller impact on your score compared to extended delays.- On-time: shipment delivered within service level
- Slightly late: delivery time exceeded by 1 day
- Moderately late: delivery time exceeded by 2 days
- Very late: delivery time exceeded by 3 days or more
Cluster Target Delivery Time Bucket Name Delay in days Days Range (Domestic) Days Range (Cross-border EU) Small ≤ 2 days domestic / ≤ 3 days cross-border On time - ≤ 2.00 days ≤ 3.00 days Slightly late 1d 2.01 – 3 days 3.01 – 4 days Moderately late 2d 3.01 – 4 days 4.01 – 5 days Very late ≥ 3d 4.01 - 5 days 5.01 - 6 days Medium ≤ 3 days domestic / ≤ 4 days cross-border On time - ≤ 3.00 days ≤ 4.00 days Slightly late 1d 3.01 – 4 days 4.01 – 5 days Moderately late 2d 4.01 – 5 days 5.01 – 6 days Very late ≥ 3d 5.01 - 6 days 6.01 - 7 days Large ≤ 7 days EU / ≤ 9 days cross-border non-EU On time - ≤ 7.00 days ≤ 7.00 days Slightly late 1d 7.01 – 8 days 7.01 – 8 days Moderately late 2d 8.01 – 9 days 8.01 – 9 days Very late ≥ 3d 9.01 - 10 days 9.01 - 10 days