How are the performance index and statistics calculated?

On your profile and each of your services, you’ll see a set of statistics and a performance score. These indicators are based on your activity over the last 6 months.

👉 This means that orders older than 6 months are no longer included, which can cause your stats to change daily. Even if nothing new happens on your account.

⚠️ If you’ve completed fewer than five orders in the past 6 months, your statistics won’t be displayed, and you won’t have a performance score. In that case, you’re considered neutral in the ranking algorithm. No bonus, no penalty.

📈 Performance Score

This score gives buyers a quick snapshot of how reliable a seller you are. It’s based on your statistics, with weighted importance for each factor:

➕➕➕➕➕ The completion rate

➕➕➕➕ The average response time

➕➕➕ ➕ On-time deliveries

➕➕ Order acceptance rate

 You're amongst the best. Congrats! You don't have any weaknesses.

You're very close to reaching the top. That's excellent.

You're on the right path. Keep improving your weaknesses.

It's acceptable, but you need to analyze your weak points.

Be careful, you have many weaknesses.

Be careful, your stats are not good and you need to improve them very quickly.

⏱️ Average Response Time

This is calculated based on 5 types of actions, starting from the moment a buyer sends a message:

  1. Time to respond to a first message in a question
  2. Time to accept a direct order (with no requirements)
  3. Time to accept an order or start a conversation if requirements are needed
  4. Time to accept/refuse a cancellation request, or to ask for clarification in chat
  5. Time to accept/refuse a revision request, or to ask for clarification in chat
Example: You respond to 4 buyers in 1 min, 15 min, 30 min, and 1 hour—but you leave 1 buyer waiting for 7 days.
👉 Average = (1 + 15 + 30 + 60 + 10080) / 5 = 2,127 minutes ≈ 35 hours

📌 The minimum displayed time is 1 hour, even if you respond faster

📌 The maximum penalty is capped at 7 days for an unanswered message

🤝 Acceptance Rate

This measures how many orders you accept compared to how many are placed on your services.

It answers the question: Do you frequently accept or reject orders?

Example: You receive 10 orders and accept 8
👉 Your rate = 80%

🔸 Exceptions (do not lower your rate):

  • The buyer never sent a message on a service requiring instructions, and it was automatically canceled
  • The buyer cancels within an hour of ordering a service that requires instructions, without a message from you

✅ Completion Rate

This measures how many orders you complete after accepting them.

It answers: Do you cancel orders after accepting them?

Example: You accept 10 orders and cancel 2
👉 Your rate = 80%

⏳ On-Time Delivery

This rate tracks how many orders you deliver on time, including:

  • The initial delivery
  • Any revisions requested
Example: You accept 10 orders and one revision is late
👉 Your rate = 90%

📌 If any part of the order is late, the entire order is considered late

📌 For details about how timing works with revisions, see this article

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