Seller performance standards and your scorecard
The exact thresholds Wehoz measures sellers against, how each metric is computed, and what good, at-risk, and restricted standing mean.
title: Seller performance standards and your scorecard description: The exact thresholds Wehoz measures sellers against, how each metric is computed, and what good, at-risk, and restricted standing mean. topic: seller-help order: 50 updated_at: "2026-08-07" phase: live tags: [seller, performance, scorecard, standards, metrics] related: [managing-orders, handling-returns, enforcement]
Your dashboard's Performance page shows a scorecard computed from your real order data. These are the actual thresholds the system applies — the same numbers, published, for every seller.
The standards
| Metric | Standard | What it measures |
|---|---|---|
| On-time shipment rate | ≥ 90% | Fulfillments shipped within your handling days plus one day of grace, from fulfillment creation |
| Order defect rate | ≤ 4% | Refunds plus returns, as a share of your orders |
| Refund rate | ≤ 5% | Refunds as a share of your orders |
| Cancellation rate | ≤ 2.5% | Fulfillments you cancelled, as a share of your orders |
| Response time (P90) | ≤ 24 hours | 90% of your replies to buyer messages come within this time |
| Average rating | ≥ 4.0 | Blend of direct buyer-to-seller ratings and reviews on your products |
The scorecard defaults to a 30-day window; 60- and 90-day views exist too, and daily snapshots build your history chart.
Small-volume protection
New and low-volume sellers aren't judged on noise:
- On-time shipment isn't evaluated until you have at least 5 fulfillments in the window.
- Defect, refund, and cancellation rates aren't evaluated until you have at least 10 orders in the window.
- Response time needs at least 3 measured replies; average rating needs at least 3 ratings/reviews.
One late package in your first week will not flag your account.
Standing: good, at risk, restricted
The scorecard rolls up into a standing label, with the specific reasons listed under it:
- Good — everything at or better than standard.
- At risk — one or more metrics past its threshold. Fix the listed reasons and standing recovers as the window rolls forward.
- Restricted — reserved for the two most serious breaches: on-time shipment below 76.5% (that is, more than 15% below the 90% standard), or an order defect rate above 6% (1.5× the ceiling).
What standing does today — honestly
Standing is currently informational: it's how you and Wehoz's team see account health at a glance. No automated penalty fires off the standing label itself today — account-level actions (like suspension) are taken by Wehoz staff, and the separate three-strike DMCA policy is automatic. See Enforcement — what actually happens for the full, honest picture. Persistent restricted standing is exactly the kind of thing that gets staff attention.