Starting in February 2026, we’re updating how we calculate and show seller performance metrics tied to order issues and shipping delays. These updates are part of a broader improvements we’re making to improve accuracy of Defect-Free Order Rate and On-Time Scan Rate metrics and are designed to bring clearer, more consistent insights across Whatnot.
You may notice changes in how these metrics appear in Account Health and Premier Shop. These changes reflect improvements to the underlying data, not changes to performance expectations or policy enforcement.
What’s changing
We’re improving the accuracy of signals used in Account Health to better measure seller performance
- Defect-Free Order Rate tracks orders that reach buyers without any issues tied to seller behavior (e.g. wrong item, item not as described, high-value items missing from orders)
- On-Time Scan Rate measures how often you drop-off orders on-time; This rate uses the new in-app scanner and Whatnot Manifest in addition to carrier dropoff scans to measure drop-off time
These metrics in Account Health will use the same 3-month lookback window, but now your metric history will use the order date to anchor your performance over that time-period.
Why we’re making this change
This update lays the groundwork for a more transparent, consistent approach to performance tracking across Whatnot. It helps us:
- Ensure seller standards are consistent across categories, countries, and programs to provide a great buyer experience
- Provide consistent guidance across seller programs
- Reduce discrepancies caused by incomplete or delayed carrier scans, giving sellers more agency over their fulfillment data
Rollout timing
We’re rolling out these updates in phases through February 2026. When the updated metrics become available to you, you’ll see an in-product notification in Seller Hub and Account Health.
Premier Shop
If you’re part of the Premier Shop program:
- For current Premier Shop Sellers, Premier Shop evaluation metrics will still be based on previous seller performance metric data
- If you are not in the Premier Shop Seller in February, all future Premier Shop evaluations will be based on new seller performance metrics made available in Account Health
- Starting on May 1st, 2026, currently eligible and all newly eligible Premier Shop sellers will be evaluated under this new metric calculation
- Your eligibility will remain unchanged for the current evaluation cycle
- Program eligibility calculations are not changing
- Customer Service and Quality Listing metrics are not changing
- Last 90 days for evaluating seller eligibility metrics will still be in effect during and after this transition period
FAQs
Will this affect my Account Health score?
Yes. The metrics powering Account Health will use the new definitions going forward. This update isn’t a policy change, and doesn’t change how we enforce our policies. It’s a measurement update, so your metrics reflect more complete information.
What are these metrics?
Sellers in some regions may be seeing Defect‑Free Order and On‑Time Scan rates for the first time. These metrics measure your fulfillment performance using signals that indicate when a buyer experienced an issue with their order and when an order has been identified as delayed.
You’ll see these metrics in:
- The Account Health dashboard, including history charts and projections
- Premier Shop performance metrics, if you’re in the program
What if my rates look different?
Some sellers may see shifts due to improved accuracy and adjusted logic. We monitor closely and will reach out if we see changes that might affect your selling status.
Will I be able to appeal specific orders marked as a defect or scanned late?
Individual fulfillment issues are generally not appealable. If a defect or delay has directly resulted in a loss of Premier Shop eligibility, you may submit an appeal for review. Please keep in mind the Premier Shop guidance provided above as it relates to Premier Shop evaluations moving forward.
What happens after May 1?
Starting with the May 1, 2026 Premier Shop evaluation, the updated seller performance metrics will be used to assess eligibility for Premier Shop going forward. Until then, you’ll have time to review your data, ask questions, and prepare for the transition.