Improve your Seller Performance metrics

Your Account Health dashboard tracks key performance metrics that reflect the quality of your buyers’ experiences. These metrics help ensure fast shipping, accurate listings, and smooth deliveries—leading to fewer seller-fault cancellations, refunds, or delayed items.

Four key metrics—On-Time Scan Rate, Cancellation-Free Rate, Refund-Free Rate and, for sellers enrolled in Seller Provided Support, SPS Response Rate —directly impact your seller standing, visibility in the app, and eligibility for programs like Premier Shop. A strong track record builds buyer trust and helps you grow your business over time.

Improve your On-Time Scan Rate

To keep your On-Time Scan Rate high, make sure every shipment is scanned by the carrier within two business days of the sale. Weekends and holidays aren't considered business days. 

To keep your On-Time Scan Rate high:

• Drop off all packages within two business days of the sale
• Make sure each shipment is scanned by the carrier when you drop it off
• When possible, avoid using unstaffed drop boxes—drop off your packages at a location where they can be scanned right away
• Use the Whatnot manifest (if available) or in-app shipment scanner to confirm your package was dropped off, especially if your carrier doesn’t track drop-off scans
• Schedule your shows around when you know you'll have time to pack and ship orders
• Keep selling and shipping consistently—your rate improves as your number of on-time shipments increases

Improve your Cancellation-Free Rate

Orders tagged as cancellations include: seller-initiated cancellations, and certain buyer-initiated cancellations related to non-shipment. Keeping these cases low relative to your overall order rate will improve your Cancellation-Free rate and boosts buyer confidence.

Tips to keep your Cancellation-Free Rate high:

• Only list items you have on hand to avoid cancellations
• Inspect your items before listing to ensure they are accurately described prior to purchase 
• Ship your items and confirm using our in-app shipment scanner within two business days

Improve your Refund-Free Rate

Orders tagged as refunds include: orders that were never shipped, and orders refunded by Whatnot after a buyer escalation where we determined the issue was seller-fault. Refunds and replacements resolved by sellers enrolled in Seller Provided Support don't count against this rate, unless the order was never shipped. Keeping these cases low relative to your overall order volume will improve your Refund-Free Rate and boost buyer confidence.

Tips to keep your Refund-Free Rate high:

• Show all items clearly during your live shows, including any flaws or damage
• Use clear photos and accurate descriptions when creating product listings
• Pack items securely to protect them in transit
• Double-check every order before shipping to make sure nothing is missing

Improve Seller Provided Support Response Rate 

This rate measures the percentage of support requests you respond to within two business days. A response includes taking action (a refund, partial refund, or replacement) or simply replying with a message. You don't need to resolve the issue right away, just respond within the window.

Tips to keep your Seller Provided Support Response Rate high:

• Check your Seller Hub and the Customer Support tab in your Inbox regularly for new requests
• Turn on notifications so you don't miss a new request
• If you need more time to look into something, send a quick reply to let the buyer know you're on it
• Respond even when you're not able to offer a refund, explaining your decision still counts as a response