Quality Score of FBS and FBS Last Mile store

The Quality Score is a number from 0 to 100 that indicates how well a seller handles orders.

The score value depends on how many orders the seller canceled by their own fault or shipped late, with the removal of an item from an order equating to a cancellation. The fewer the cancellations and delays, the higher the Quality Score.

How the score is calculated

The Quality Score begins to be calculated after the store receives 10 orders in the last 30 days. You can view the value in your personal account — on the Summary page. To find out the details, click Download report.

The calculation of the score is structured as follows:

• first, the share of orders shipped late is calculated;
• then — the share of orders canceled by the seller's fault;
• depending on the obtained values, the corresponding score range is determined.

Delays	50% or more	15–50%	4–15%	2–4%	less than 2%
Cancellations	25% or more	7–25%	2–7%	1–2%	less than 1%
Quality Score	0–39	40–79	80–94	95–97	98–100

The calculation includes orders whose original planned ship date fell within the last 7 days, excluding today. If fewer than 50 orders were supposed to be shipped in the last 7 days, previous shipments are included in the calculation so that the total reaches 50.

Orders canceled by your fault

An order is considered canceled by your fault if you:

• Canceled it after placement because you could not fulfill it. For example, all items are out of stock or they turned out to be damaged.
• Deleted one or more items from the order due to them being out of stock or damaged.

What the Quality Score affects

It affects how much you will pay for late shipment or order cancellation by your fault. A shipment is considered late if it is shipped after the planned shipment time or if the shipment is rescheduled.

If you shipped 20% of orders or more late in the last 7 days — Market may change your schedule and increase the number of days for shipment. You cannot edit such a schedule — to do so, you will need to eliminate the cause of the delays and write to support.

The fee for late shipment or cancellation is charged for each item in the order. It is summed up with the charges for other Market services for this order and is automatically deducted from customer payments.

If a seller ships an order late or reschedules the delivery, and because of this the store or Market had to cancel the order, both the late shipment and the cancellation will affect the Quality Score, but you only need to pay for the cancellation. If a late shipped order is canceled by the buyer, 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 item placement fee — on top of the basic fee. The percentage is charged for each item in the order.

If an order is canceled and you do not pay for placement, the value you would have paid for a delivered order is taken.

To calculate the cancellation fee, the Quality Score value that the store had at the time the order was canceled is taken into account. To calculate the fee for late shipment — the score at the time the order transitioned to the Delivered or Canceled status.

Quality Score value	Fee for cancellation by store's fault	Fee for late shipment
		1 day after the scheduled shipment date	2 days or more after the scheduled shipment date
98–100	0%	0%	0%
95–97	50%	15%	30%
80–94	75%	20%	40%
0–79	100%	30%	60%

The resulting value will be:

	Cancellation	Late shipment
no less than	50 ₽, 6 ¥ or 0.5 $
no more than	5,000 ₽, 600 ¥ or 50 $	2,000 ₽, 240 ¥ or 20 $

If the store is deactivated due to a low score

Market deactivates the store for 7 days. After 7 days, the items will automatically return to the storefront.

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

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

If Market employees see that the shortcomings have been fixed, or that you understand how to fix them, they will unblock the store. After it is enabled, a maximum limit on the number of orders you can receive per day will be in effect for some time.

How to appeal a score change

If you believe that the Quality Score was reduced unfairly, let Market know.

In your personal account, select Summary → Quality Score → View details → Appeal score. If the score drops below 80, the store will not be deactivated while Market is reviewing your request.

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

How to maintain a high score

How to reduce delays

For a high score value, try to ship orders so that delays are less than 2%:

• Ship the order:

  • FBS — on the ship date specified on the order page in your personal account, or before it;
  • FBS Last Mile — strictly on the ship date.

  Pay attention to the sorting center's operating schedule — arrive in advance to have time to hand over the orders.

• Before shipping, carefully check all the data in your personal account. Ship orders to the designated location. If you bring it to the wrong place — this will not be considered a timely shipped order and will affect the Quality Score.

How to avoid cancellations

For a high score value, try to work so that cancellations are less than 1%.

Stock

• Transmit item stock information on time, so that buyers can only order what is actually available. How to update stock
• Regularly verify item availability information with suppliers.
• Try not to list high-demand items that are running low in the warehouse.
• If you sell on multiple platforms, calculate stock taking into account the total number of orders — from different sales points.
• Regularly conduct inventory checks of stock in the warehouse and verify whether the items or their packaging are damaged.

Operating schedule and logistics

• Accept orders on time.
• Transmit the Ready to ship status after allocating cargo units. How to do this
• Set weekends and holidays in advance so as not to receive orders on those days. If an order was already received before setting a day off, do not forget to ship it. Edit the warehouse shipment schedule on the Stock → Warehouses page.
• If you realize that you are temporarily unable to process orders, hide your items from the storefront.
• If you cannot ship items due to problems at the sorting center, record what is happening with screenshots, photos, or videos, and write to support as soon as possible so that Market has time to resolve it before the Quality Score drops.

Packaging

• Pack items securely and according to the rules. Learn more
• Affix labels to shipments so that there are no problems scanning them at the sorting center. Learn more

Prices

• Regularly update prices — especially if they depend on the exchange rate.
• When adding a new item, check whether it matches the card you are listing it on.
• Pay attention to the conditions of promotions, sales, and keep track of notifications about them: for example, Market warns when the item price is too low.