Seller-Fault Cancellation Rate (SFCR)

Note: Sellers in the Assortment Boost Program will have different enforcement criteria applied to their accounts. Please check your Seller Center inbox or Email to check if you have been invited to this programme.

What is the Seller-fault Cancellation Rate

(SFCR)?
The Seller-fault Cancellation Rate is the percentage of all orders (over a period of 7 calendar days) that are cancelled by the seller or due to the fault of the seller.

• The SFCR includes all:
  • Seller-initiated cancellations due to the seller's fault (e.g. no stock, wrong pricing)
  • Auto-cancellations due to the seller's failure to prepare/hand over the parcel to logistics providers within the platform's auto-cancellation deadline. If you are facing delivery or pick-up issues, please see How to Directly Contact Logistics Providers.

❗ You should aim for an SFCR of less than 2.5%. Sample calculation

• 100 orders were placed
• 20 orders were cancelled due to the seller's fault
• 5 orders were automatically cancelled
• The seller's SFCR is 25%.

Where can I find my SFCR?

You can find your SFCR in the Shop Health section of the Seller Center.

What would happen if I do not meet the target above?

Enforcement actions may be taken depending on how high your SFCR is.
Order Volume Limits may be applied as follows:

• SFCR is ≥20% but <30% -> You will only be able to sell up to 90% of your average daily order volume
• SFCR is ≥30% but <50% -> You will only be able to sell up to 70% of your average daily order volume
• SFCR is ≥50% -> You will only be able to sell up to 50% of your average daily order volume

Your Account Health Rating (AHR) points may also be deducted as follows:

• SFCR is ≥ 20% -> Deduction of 5 AHR Points
• SFCR is ≥ 30% and seller-fault cancelled orders ≥ 30 -> Deduction of 10 AHR Points

What happens if I breach these guidelines?

If you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.
Please see our Seller Enforcement Policy article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.