How do we calculate statistics?
Your profile and your services contain a series of statistics that evolve with your performance. The statistics take into account your activity from the last six months. Any orders that are outside this window are no longer taken into account, which means your statistics can change daily.
If you have less than five completed sales, we don't calculate statistics because they are not yet a reflection of your operations.
Average response time
The minimum average response time you can have is one hour. If you forget to respond, the maximum penalty is seven days. Your average response time is not calculated retroactively using old data, it is updated on an ongoing basis.
We use five parameters to calculate your average response time:
- The time you take to respond to the first message in a new question.
- The time you take to click “Accept order” after a buyer has placed an order, providing you don't need any instructions to perform the service.
- The time you take to respond to ask for more details in the chat box or to click “Accept order”. This is after a buyer has placed an order, and given you require instructions to provide the service. You must wait for your buyer to send you the requested information.
- The time you take to ask for more details in the chat box or to click “Accept cancelation” or “Refuse cancelation” after a buyer has requested a cancelation during an order in progress.
- The time you take to ask for more details in the chat box or to click “Accept revision” or “Refuse revision” after your buyer has requested a revision.
Order acceptance rate
The order acceptance rate is the number of orders that you have accepted compared to the number of orders your buyers have placed. This rate reveals whether you accept or refuse many orders. The rate is applied retroactively over the last six months.
For example: Ten orders were placed but two were canceled before you could accept them. Your order acceptance rate is 80%.
There are two situations in which the order acceptance rate is not affected:
The buyer placed an order for a service requiring instructions and did not provide them before the order was canceled automatically (regardless of whether the seller sent any messages). The buyer placed an order for a service requiring instructions and canceled the order without sending any messages within an hour of placing the order. If the seller did send a message, the order will count towards the order acceptance rate.
Order completion rate
The order completion rate is the number of orders you completed compared to the total number of orders accepted. The rate shows whether you cancel many orders after accepting them. The rate is applied retroactively over the last six months.
For example: You accepted ten orders but two were canceled. Your order completion rate is 80%.
This refers to the number of orders that you delivered on time compared to the number of orders you accepted, whether an initial delivery or a delivery following a revision request. To find out more about how delivery times are calculated for requests for revision, check out this question.
If part of an order is delivered late, the entire order is considered late. The on-time delivery rate is calculated based on your previous rate; it will be updated progressively using the new calculation method.
For example: You accepted ten orders but you delivered one of them (a request for revision) late. Your on-time delivery rate is 90%.