An item is considered missing if a retailer submits a report indicating they didn't receive the product that was included in their order, as placed.
This is a different metric from the Missing items rate used for Top Shop qualification. The Top Shop rate is calculated over a fixed quarterly period, while the rate shown in your customer service analytics applies to all brands globally and is calculated over the past 90 days.
To view your Missing items rate, go to the Customer service tab nested under the Analytics page in your brand portal.
How is the Missing items rate calculated?
The Missing items rate shown on your Customer service analytics page reflects the percentage of your orders that had items reported as missing. An order is added to your Missing items rate based on the date the retailer submits the missing item(s) report — not the order placement date or ship date. Orders reported as fully missing due to a lost or stolen package are excluded from this rate, and it doesn't include orders reported as having only damaged items — those are tracked as a separate metric.
This is a different metric from the Missing items rate used for Top Shop qualification. The Top Shop rate is calculated over a fixed quarterly period, while the Customer service rate is calculated over the past 90 days.
How can I avoid missing items?
Printing pick lists and checking every order before shipping can help you avoid missing items in your shipments.
For additional suggestions, visit How do I prevent items from being reported missing?
What if an order was incorrectly included in my Missing items rate?
If you believe an order was incorrectly included in your Missing items rate, let us know, and we can review it with you.