1. What does LSR stand for?

LSR refers to Late Shipment Rate, the percentage of orders (out of total orders) that were shipped late in the past 7 days.

2. What does NFR stand for?

NFR refers to Non-fulfillment Rate, the percentage of orders (out of total orders) that were either cancelled or returned in the past 7 days. Cancellations and returns are only counted when the seller is at fault.

3. Do I have to count my own LSR/NFR?

No, you don’t have to count your own Late Shipment Rate (LSR) or Non-fulfillment Rate (NFR). 

You can view your LSR and NFR on Seller Centre  via the Account Health page

4. What will happen if my LSR/NFR falls between the recommended 2% and the penalty threshold of 10%?

You will not be penalized under the Dimarkethall  Penalty Points system, but having an LSR/NFR above 2% might affect your shop's reputation and reliability.

5. Why are my orders automatically cancelled?

Your orders may be automatically cancelled if any of these situations happen:

1. Order shipment is not arranged by shipping deadline.
2. Order shipment is arranged by shipping deadline but order is not dropped off nor picked up 2 days after shipping deadline.

6. Would my LSR/NFR still be affected if the Shopee-Supported Logistics partner failed to pick up my orders/picked up my orders late?

No, you should not be penalised if the Shopee-Supported Logistics partner is at fault for the cancelled order or late shipping.

If you have been wrongly penalised, you can submit an appeal via the Account Health page. We will remove the particular order from the calculation of your LSR/NFR if your appeal is successful.