The store's quality index

The quality index is a number from 0 to 100 that shows how well the seller handles orders.

The index value depends on how many orders the seller canceled due to his own fault or shipped late, and removing the product from the order is equivalent to cancellation. The fewer cancellations and delays, the higher the quality index.

How the index is calculated

The quality index starts to be calculated after the store receives 10 orders in the last 30 days. You can view the value in the cabinet on the page Summary. To find out more details, click Download the report.

The index calculation works like this:

• First, the percentage of orders shipped late is calculated.
• then — the proportion of orders cancelled due to the fault of the seller;
• Depending on the values obtained, the corresponding index range is determined.

Delays	50% or more	15–49%	4–14%	3% or less
Cancellations	25% or more	7–24%	2–6%	1% or less
Quality index	0–39	40–79	80–94	95–100

The calculation includes orders whose original scheduled shipment date was in the last 7 days, not including today. If less than 50 orders should have been shipped in the last 7 days, the previous shipments are taken into account, so that 50 are accumulated.

Orders cancelled due to your fault

The order is considered cancelled due to your fault if you:

• We canceled it after registration because we couldn't fulfill it. For example, all the products are out of stock or they turned out to be damaged.
• One or more items were removed from the order due to their lack of stock or damage.

What is affected by the quality index?

How much you will pay for late shipment or cancellation of the order due to your own fault. Late shipment is considered to be later than the scheduled time of order shipment and postponement of shipment.

Late shipment or cancellation fees are charged for each item in the order. It is combined with the charges for the rest of the Market services for this order and is automatically deducted from customer payments.

If the seller shipped the order late or postponed the delivery and the store or Market had to cancel the order because of this, the quality index will be affected by both the late shipment and the cancellation, but you only need to pay for the cancellation. If a late-shipped order is canceled by the customer himself, the store will only need to pay for the late shipment.

How the cost is calculated

For late shipment or cancellation, you need to pay a percentage of the cost of placing the product in excess of the basic fee. A percentage is charged for each item in the order.

If the order is cancelled and you do not pay for the placement, the value that you would have paid for the delivered order is taken.

To calculate the cancellation fee, the quality index value that the store had at the time of the order cancellation is taken into account. To calculate the payment for late shipment— use the index at the time the order status changes. Delivered or Cancelled.

The value of the quality index	Cancellation fee due to the store's fault	Payment for late shipment
95–100	50%	10%
80–94	75%	15%
40–79	100%	20%
0–39	100%	20%

The resulting payment amount will be at least 50 ₽ or 6 ¥, but not more than 700 ₽ or 60 ¥.

If the store is disabled due to a low index

The market shuts down the store for 7 days. After 7 days, the goods will be returned to the showcase automatically.

If you want to unblock the store ahead of schedule, then:

1. Figure out what prevents your store from fulfilling orders well and think about how you can fix these shortcomings.
2. Write to Yandex.Market about your actions using the feedback form.: Summary → Quality index → View details → Resume sales.

If the Market staff sees that the bugs have been fixed, or you understand how to fix them, they will unblock the store. After enabling it, the maximum limit on the number of orders you can receive per day will be in effect for some time.

How to challenge the index change

If you think that the quality index has been lowered unfairly, inform the Market about it.

In the cabinet, select Summary → Quality index → View details → Challenge the index. If the index drops below 40, the store will not be disabled while the Market is reviewing your request.

After reviewing the request, if necessary, the Market will adjust the amount of charges for delays and cancellations.

How to keep the index high

How to reduce delays

For a high index value, try to ship orders so that there are no more than 3% delays:

• Ship the order strictly on the date of shipment, which is indicated on the order page in the cabinet. Pay attention to the sorting center's work schedule — arrive in advance in time to transfer orders.
• Before shipping, carefully check all the data in the cabinet. Ship the orders to the designated location. If you bring it to the wrong place, it will not be considered a timely shipped order and will affect the quality index.

How to avoid cancellations

For a high index value, try to work so that there are no more than 1% cancellations.

Remains

• Provide information about the remaining items on time so that customers can order only what is actually available. How to update your leftovers
• Regularly check the information about the availability of goods from suppliers.
• Try not to place high-demand items that are few in stock.
• If you are located on several sites, calculate the balances based on the total number of orders from different points of sale.
• Regularly take inventory of the stock in the warehouse and check if the goods and their packaging are damaged.

Working hours and logistics

• Take orders on time.
• Transmit the status Ready for shipment after the allocation of cargo spaces. How to do it
• Set weekends and holidays in advance so that you don't receive orders during them. If the order has already been received before the day off, do not forget to ship it. Edit the schedule of shipments from the warehouse on the page Logistics → Warehouses.
• If you realize that you are temporarily unable to process orders, hide your items from the showcase.
• If you are unable to ship the goods due to problems at the sorting center, then capture what is happening with screenshots, photos or videos and write to the support service as soon as possible so that the Market can figure it out before the quality index drops.

Packaging

• Pack your goods securely and according to the rules. More detailed
• Label the shipments so that the sorting center does not have any problems scanning them. More detailed

Prices

• Update prices regularly, especially if they depend on the exchange rate.
• When you add a new product, make sure it matches the card you are placing it on.
• Pay attention to the conditions of promotions and sales and keep an eye out for notifications about them: for example, the Market warns you when the price of an item is too low.