Weekly Metrics, Clearer Signals: What's New in Account Health
Starting today, Account Health is rolling out its biggest update yet, giving you a new look, refined metrics, and a more precise read on your business.
With four distinct metrics, evaluated weekly, you’ll get a sharper view of your performance over time, see exactly what might need attention, and watch your rates improve faster when you make a change.
Four metrics, four clear signals
Cancellations and refunds are different problems, and they deserve different numbers. That’s why we’ve replaced Defect-Free Order Rate in Account Health with two separate metrics. For those enrolled in Seller Provided Support (SPS) we’ve also brought in your (SPS) Response Rate so you can see everything in one place.
Now, each rate in Account Health tells its own story about your business, so when something needs attention, you'll know exactly what to focus on:
On-Time Scan Rate: This stays the same – the percentage of orders you ship and scan within two business days. Use our in-app Shipment Scanner to confirm dropoff and aim to stay above 80% to keep deliveries fast and predictable.
Good to know: Recent weeks may show as "Your Projected Rate" in gray until shipment scans catch up, so your confirmed rate typically reflects orders from about three weeks ago.
Cancellation-Free Rate: The percentage of orders completed without a seller-initiated cancellation. Cancellations requested by buyers or when your Break does not fill, aren’t included in this calculation. Aim to stay above 99% so buyers know they can count on you.
Good to know: If a buyer asks you to cancel outside of Whatnot’s cancellation request process (over DM or elsewhere), be sure to have them submit the request through the official flow instead. Otherwise, it may still count as a seller-initiated cancellation.
Refund-Free Rate: The percentage of orders completed without a refund or replacement tied to a seller-side issue. Aim to stay above 97% so buyers know they’re getting what they expect.
Good to know: Refunds and replacements you resolve yourself through SPS aren't included in this calculation, unless the order was never shipped. If an order issue is escalated to our team and Whatnot determines it was a seller-fault issue, that counts against your Refund-Free Rate.
SPS Response Rate: The percentage of support requests you responded to within two business days. Aim to stay above 80% so your buyers get timely help when they reach out.
Good to know: Even a quick reply while you look into a request counts toward your rate.
Metrics that move when you do
Account Health will evaluate your performance one week at a time, Sunday to Saturday, so your rate always reflects what's happening in your business right now, not what happened months ago.
You'll see each rate tracked across your last 12 weeks (about three months), so you can spot trends and pinpoint exactly when something changed. And when you make a fix, that week's rate reflects it in full, instead of being averaged against months of past performance.
More flexibility through Seller Provided Support
As SPS rolls out to more sellers, you’re taking on more responsibility for resolving buyer issues directly. You now have more flexibility to make things right for your buyers, as long as you continue to follow our policies. If a buyer lets you know the fit isn’t right, or they just changed their mind, you can decide that a refund or replacement is the right call, without it counting against your Refund-Free Rate.
Your own mistakes are covered too, whether it's the wrong item, a missed flaw, or a buyer who's just not happy with what they received. Resolve it to their satisfaction, and it won't count against your Refund-Free Rate. The sooner you handle it, the better for your rates and your buyer.
What this means for Premier Shop
Premier Shop evaluation isn't changing: you're still measured on On-Time Scan Rate and Defect-Free Order Rate over a three month window, viewable anytime on your Premier Shop Analytics page. Defect-Free Order Rate is calculated by combining your Cancellation-Free Rate and Refund-Free Rate, just like before. Account Health just shows those two metrics separately now, with updated definitions for each.
Your past cancellations and refunds will be reevaluated under these updated definitions, which may shift your Defect-Free Order Rate. This won't change any past Premier Shop eligibility, only future evaluations.
Your rates, in your hands
Keeping these rates healthy comes down to the fundamentals:
Dropping off and scanning every order within two business days using the in-app Shipment Scanner or Whatnot manifest
Packing every order securely, so it arrives in the condition you shipped it
Shipping the item exactly as shown and described in your show or listing
Keeping your inventory up-to-date so there’s no need to cancel
Staying on top of support requests by responding within two business days
These practices add up, and you'll see them reflected in your rates as Account Health rolls out to more sellers over the coming days.
With this update, you've got the clarity to catch issues early and get ahead of them, so the business you're building can keep growing.
Happy Selling!
– Whatnot Product Team
