Valid Tracking Rate is defined as the percentage of orders confirmed shipped by the carrier.
It is important for customers to be able to track their orders and have an accurate estimated time of arrival. This improves shipping performance and thus overall customer satisfaction rates. Learn more about the importance of order tracking information.
Please note the following:
- It is important to maintain your overall Valid Tracking Rate above 95%.
- An order is considered fulfilled with valid tracking number only when the tracking number can be tracked and confirmed shipped in Wish's system.
- It is essential to fulfill your orders with Wish's accepted shipping providers.
- For orders that require delivery confirmation on Wish, fulfill with Confirmed Delivery Carriers.
Before you fulfill an order:
- Ensure the tracking number is accurate.
- Ensure the shipping provider is accurate.
- Visit the shipping provider’s official website to ensure all tracking data is accurate.
Example 1: Acceptable
- Merchant A receives 100 orders to be shipped to Germany.
- The merchant ships all the 100 orders within two days to Germany.
- Three days after shipping, the merchant receives the first carrier scan for all 100 orders.
- Thus, the orders were confirmed shipped by the carrier within 5 days from the orders being placed.
- The merchant’s Valid Tracking Rate is 100%.
- The merchant is meeting the requirements and will not be penalized.
Example 2: Unacceptable
- Merchant B receives 500 orders to be shipped to the United States.
- The merchant ships all the orders within two days to the United States.
- Three days after shipping, the merchant receives the first carrier scan for 300 orders.
- Thus, only 300 orders out of 500 orders were confirmed shipped by the carrier within 5 days from the orders being placed.
- The merchant’s Valid Tracking Rate is 60%.
- The merchant is not meeting the requirements and may be at a risk of suspension from Wish.
Example 3: Acceptable
- Merchant C receives 1000 orders to be shipped to France.
- The merchant ships all the orders within two days to France.
- Three days after shipping, the merchant receives the first carrier scan for 980 orders.
- Thus, 980 orders out of 1000 orders were confirmed shipped by the carrier within 5 days from the orders being placed.
- The merchant’s Valid Tracking Rate is 98%.
- The merchant is meeting the requirements and will not be penalized.
View tracking details
1. Navigate to Orders > History
2. Locate the Order ID
3. Find Shipment Details and click on the tracking number to view Tracking Details
To verify information or enter a tracking number, click on the Carrier Site link on the Tracking Details page.
Incorrect tracking information
If tracking is entered incorrect or missing information, you can fix it on the Order History page.
Note that merchants can modify tracking information as many times as needed within 30 calendar days of the order released time (and so long as the order is not confirmed fulfilled).
Tracking information may not be modified past 30 calendar days after the order released time. For more information, learn how to fix an incorrect tracking number.
If incorrect tracking information results in an “Order not delivered” infraction, the merchant can dispute a fulfillment infraction.
Tools & resources to track Valid Tracking Rate
Weekly Shipping performance
This dashboard gives detailed information on your weekly shipping performance. Navigate to the Performance tab and click on Shipping Performance > Weekly Fulfillment and Shipping Performance.
Review your valid tracking rate on a weekly basis and always aim to be above 95%.
Destination Shipping Performance
Click on the Destination Country tab to review valid tracking rates for each country for which you ship. This view shows which countries are responsible for your low Valid Tracking Rates.
You can also filter data and review performance based on a specific origin country and/ or for a particular carrier.
Shipping carrier
In order to review your Valid Tracking Rate for each shipping carrier and compare performance to for each destination, please click on the Shipping Carrier tab.
Shipping Carrier Trends
To check out the trends in your Valid Tracking Rate, switch to the Shipping carrier trends to review the trending graph. You can select your origin country, destination country and choose Valid Tracking Rate as the metric.
Global Shipping Carrier
To review Valid Tracking Rate on a global level for all carriers, you can navigate to the Global Shipping Carrier tab and select your origin country and destination country.
Confirmed Delivery Performance
Review your Valid Tracking Rate performance pertaining to the Confirmed Delivery policy.
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