(Shipping & Delivery for Sellers)

Delivery performance metrics help measure how reliably orders reach customers.
On Kingston Express, these metrics protect customer trust and reward sellers who ship accurately and consistently — especially when using Dispatched by Kingston Express.

This guide explains:

• Key delivery metrics sellers should know
• How metrics are calculated
• How dispatchment affects performance
• How sellers can improve their scores

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Why Delivery Performance Metrics Matter #

Strong delivery metrics help:

• Increase customer confidence
• Reduce disputes and refunds
• Maintain shipping privileges
• Improve store visibility

📌 Metrics reflect patterns — not one-off issues.

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Core Delivery Performance Metrics Explained #

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1. On-Time Delivery Rate #

What it measures: #

The percentage of orders delivered within the estimated delivery window.

Why it matters: #

• Late deliveries reduce customer satisfaction
• Consistent delays affect seller reliability

📦 Dispatchment orders typically perform better here.

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2. Failed Delivery Rate #

What it measures: #

How often delivery attempts fail due to address, availability, or access issues.

Common causes: #

• Incomplete addresses
• Unreachable customers
• Poor delivery instructions

📌 High failure rates signal preventable issues.

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3. Return-to-Sender Rate #

What it measures: #

How often orders are returned instead of delivered.

Why it matters: #

• Returns increase costs
• Returned orders delay payouts
• Frequent returns hurt trust

📦 Dispatchment reduces RTS risk.

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4. Delivery Complaint Rate #

What it measures: #

How often customers report delivery-related problems.

Examples: #

• Late delivery
• Missing package
• Delivered but not received

📌 Communication quality affects this metric.

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5. Tracking Accuracy #

What it measures: #

How accurately shipping statuses reflect real delivery progress.

Why it matters: #

• Incorrect statuses cause disputes
• Early “delivered” marks are risky

📦 Dispatchment updates tracking automatically.

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How Dispatched by Kingston Express Impacts Metrics #

When using Dispatched by Kingston Express:

• On-time delivery rates improve
• Tracking accuracy is higher
• Failed deliveries are reduced
• Seller workload is lower

📌 Dispatchment stabilizes delivery performance.

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Metrics for Seller-Managed Shipping #

With seller-managed delivery or couriers:

• Metrics depend heavily on:
  • Seller coordination
  • Courier reliability
  • Address quality

⚠️ Seller-managed shipping carries higher performance risk.

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How Sellers Can Improve Delivery Metrics #

✔ Use Dispatched by Kingston Express for eligible products
✔ Ensure accurate addresses & phone numbers
✔ Encourage clear delivery instructions
✔ Avoid overpromising delivery times
✔ Respond quickly to delivery issues

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What Does NOT Hurt Your Metrics #

❌ One-off weather delays
❌ Customs delays (international)
❌ Platform-wide delivery slowdowns

📌 Metrics focus on patterns, not isolated events.

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What CAN Hurt Your Metrics #

❌ Repeated failed deliveries
❌ Incorrect manual status updates
❌ Ignoring address issues
❌ Poor customer communication

⚠️ Consistency matters more than speed.

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Where Sellers Can Monitor Performance #

Sellers should regularly check:

• Seller dashboard metrics
• Delivery-related notifications
• Support messages

📊 Early awareness prevents penalties.

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When to Contact Support #

Contact **Kingston Express Support if:

• Metrics seem incorrect
• Delivery data doesn’t match reality
• You need clarification on performance impact

📧 Include order examples when possible.

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Final Tip #

Delivery performance is about reliability, not perfection.
Sellers who ship accurately, communicate clearly, and rely on Dispatched by Kingston Express maintain strong metrics — and grow with confidence 🚚📦