How does shipping performance work on Facebook Marketplace?

This feature is only available on the Facebook app for iPhone and Android right now.
Your shipping performance on Marketplace includes your Cancellation Rate and Missed Handling Rate. Your Cancellation Rate should be below 10%. Not meeting this standard may result in a temporary loss of shipping on Marketplace. While there is currently no performance standard for Missed Handling Rate, make sure to monitor your performance in order to provide the best experience for your buyers. We’ll notify you if anything changes.
The Insights section is where you can see how you’re performing against some of our Seller Performance and Accountability Policies required to sell on Marketplace. Remember to monitor your shipping performance to understand your performance and help ensure the best experience for your buyers on our platform.
How does shipping performance work?
When you sell with shipping on Marketplace, you’re expected to meet performance standards for Cancellation Rate, as stated in our Seller Performance and Accountability Policies.
Canceling orders may result in a temporary loss of shipping on Marketplace. There is currently no performance standard for Missed Handling Rate, but please make sure to monitor your performance in order to provide the best experience for your buyers
If you’re not meeting performance standards for Cancellation Rate, you’ll be notified on Marketplace and see that you're at risk of losing access to shipping. If you continue not to meet performance standards, you'll be temporarily banned from shipping for 60 days. When a seller is temporarily banned, all local listings with shipping will change to regular local listings. Listings with only shipping will no longer be available.
Keep in mind that if you’re not meeting performance standards after your ability to ship on Marketplace is re-enabled, you may be permanently banned from selling with shipping on Marketplace.
How is my shipping performance calculated on Marketplace?
When you sell with shipping on Marketplace, your shipping performance is calculated by:
  • Cancellation Rate: The percentage of your orders that were canceled by you, or by Facebook if you didn’t ship within 7 days. This doesn’t include pending orders.
  • Missed Handling Rate: The percentage of your orders shipped or canceled more than 3 days after order creation. This doesn’t include pending orders.
Where do I see my shipping performance?

You can see your shipping performance on the Insights section of Marketplace.

To see your shipping performance:

  1. From the Facebook app, tap Menu.
  2. Tap marketplaceMarketplace.
  3. Tap , then tap Insights.
What are some best practices to avoid bans?
To avoid being banned from shipping:
  • Regularly monitor your shipping performance on the Insights section of Marketplace.
  • Avoid canceling an order after you’ve accepted it.
  • Ship the order as soon as possible. If you can’t ship the order right away, make sure you ship it within 3 days of receiving the order.
What if I don’t agree with how my shipping performance was calculated?

If you don't think we should include an order when calculating your Cancellation Rate, you can request a review. If your review is successful, this order won't count in your Cancellation Rate. You can't appeal decisions for Missed Handling Rates at this time.

To appeal a decision:

  1. From the Facebook app, tap Menu.
  2. Tap marketplaceMarketplace.
  3. Tap , then tap Insights.
  4. Tap the order you want to appeal.
  5. Tap Request Review.
  6. Follow the on-screen instructions.

We'll send an update about the status of this appeal to the email associated within 2 days.

We suggest following the guidelines from the Centers for Disease Control and Prevention (CDC) for how to stay healthy and help prevent the spread of coronavirus (COVID-19) while buying and selling. Be sure to check and follow local laws and directives that may be in place during this time. Read our tips for buying and selling responsibly on Marketplace.
Note: This article is about items sold by individual sellers with shipping and checkout. Learn about the different ways to buy and sell on Marketplace.
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