The cancellations metric in your Merchant Quality Score (MQS) tracks the percentage of orders cancelled due to store or item unavailability. This includes cancellations made by you, the driver-partner, or the customer. The metric is calculated as a percentage of orders over the past 30 days.
\nFor every 1% of orders affected, 1 point will be deducted from your MQS. While cancellations impact your score, they carry less weight compared to safety incidents, which are considered more critical.
\nYour MQS ranges from 0 to 100, with 100 being a perfect score. Grab filters the data to ensure fairness by excluding factors outside your control, such as complaints about cold food caused by long delivery times or batched orders affecting preparation time.
\nHere’s an example:
\n| Core Metrics | Orders Affected | Points Deducted |
|---|---|---|
| Safety | 0.01% | -5 |
| Quality | 1.00% | -2 |
| Customer rating | 4.3 | -10 |
| Cancellations | 10% | -10 |
| Preparation time | 6% | -3 |
| Total points deducted | -30 | |
| Merchant Quality Score | 70 |
To maintain or improve your MQS, focus on reducing cancellations by ensuring item availability and accurate menu updates. Address customer concerns promptly and optimise preparation times.
\nIf you have feedback or suggestions, you can share them through the Give Feedback survey in the GrabMerchant app. You’ll find it at the bottom of your score page.
\nWe’re here to help if you have further questions. Reach out to us through the GrabMerchant app or contact support directly.