"Delivery Refund Rate" measures the ratio of offline orders refunded due to delivery issues to all the offline orders during the evaluation period. 

Metric Calculation 

The system starts calculating the metric for the first time, when there are at least 100 orders during an evaluation period. If there are not enough orders, the metric will get the N/A (not available) status. 

Once the metric has been calculated for the first time, it will be calculated continuously even if there are not enough orders in the next evaluation period. 

The calculation includes refunded due to the following reasons:

• Not Delivered;
• Empty Package;
• Damaged.

Evaluation Period

The evaluation period covers two weeks: starting from the 104th day and ending 90 days before the current date.

 Delivery Refund Rate Statuses

There are four statuses for Delivery Refund Rate: Perfect, Average, Poor and Critical. Please read the article "Merchant Performance System" for more details. 

You can check the metric's status on the "Performance" page in your Joom account.

Advice on How to Improve the Metric

Download the list of all the orders from a certain evaluation period and try to find the reasons for poor performance. 

1. Go to the "Performance" page in your Joom account;
2. Click on the "Show Details" button next to the Delivery Refund Rate metric;
3. Click on the "Export Orders" button to download the list of evaluated order (the file will be available in the "My Files" section).

• Make sure only trusted shippers are used for offline shipping.