At a glance
Cancellation Rate is the share of orders that get cancelled, whether by you or by the system, over the window. It is one of the core inputs Fruugo uses to judge account health, so a sustained rate above the default 3% threshold can put your merchant standing at risk. For a cross-border seller this Fulfilment metric is where stock-sync and feed problems show up as lost orders.
| What it counts | Cancelled orders as a percentage of total orders over the window, including both merchant and system cancellations. |
| Sample type | Rolling 30-day window compared against the prior period. |
| Why it matters | Cancellations are a direct Fruugo account-health input. A sustained rate above threshold risks penalties or suspension and signals stock or fulfilment problems. |
| Reading the value | Lower is better. Above 3% is the default warning zone. A rising trend versus the prior period matters as much as the absolute figure. |
| Currency | percent |
| Time window | 30D vsP |
| Alert trigger | >3% |
| Sentiment key | fru_cancellation_rate |
| Roles | owner, operations |
Calculation
The card divides the number of orders cancelled in the window by the total orders placed in that window, then expresses it as a percentage and compares it against the previous equivalent period. Both merchant-initiated and system-initiated cancellations are included, since Fruugo’s own account-health view treats both as a failure to fulfil.Worked example
A representative reading of Cancellation Rate for a typical merchant on Fruugo. Suppose a merchant runs at a steady 1.4% cancellation rate, then it climbs to 4.1% over a fortnight, tripping the 3% alert (illustrative figures). The absolute numbers are small, but the trend versus the prior period is the tell. Vortex Mind investigates and finds the spike traces to a handful of fast-moving SKUs whose stock feed lagged the twice-daily import, so orders were taken on inventory that had already sold out and then cancelled. Ask Viq answers “which products are driving my cancellations” with the SKU breakdown, so the merchant can tighten stock buffers on those lines before Fruugo’s account-health view reacts.Sibling cards merchants should reference together
| Card | Why merchants reach for it |
|---|---|
fru_on_time_ship_rate | Fulfilment sibling: On-Time Shipping Rate. |
fru_pending_ship | Fulfilment sibling: Pending Shipment. |
fru_marketplace_health_score | Executive sibling: Fruugo Merchant Health Score. |
fru_out_of_stock | Listing Health sibling: Out-of-Stock Listings. |
fru_alert_account_health_drop | Fulfilment sibling: Feed Ingestion / VAT-Gap / Cancel Threshold. |
Reconciling against Fruugo Merchant Portal
Where to look in Fruugo’s own dashboard: In the Fruugo Merchant Portal, open the orders area and filter to cancelled orders, or check the account-health or performance section where Fruugo reports your cancellation rate directly. That account-health figure is the one that governs your standing. Why the Vortex IQ value may legitimately differ:| Reason | Direction | What to do |
|---|---|---|
| Different 30-day period boundary than Fruugo’s account-health calculation window | Either | Align the date ranges; Fruugo’s account-health window may not be a clean trailing 30 days. |
| Merchant versus system cancellations counted differently | Either | Confirm whether the portal figure you are reading includes both cancellation types, as this card does. |
| A cancellation recorded near midnight lands in a different day depending on time zone | Either | Compare both views in the same time zone before treating a difference as real. |
fru_out_of_stock and fru_marketplace_health_score to see whether stock gaps are driving cancellations and how much they are hurting your standing, then let Vortex Mind pinpoint the SKUs responsible.
Known limitations / merchant FAQs
Q: How often does this number update? It recalculates as orders and cancellations flow in, against a rolling 30-day window compared with the prior period, so a quiet day still shifts the figure slightly as old days roll off the window. Q: Why does the Fruugo Merchant Portal show a different cancellation rate? Fruugo’s account-health window may not be a clean trailing 30 days, and the two views can treat merchant versus system cancellations and time-zone day boundaries differently. Align the date range and cancellation scope before assuming an error. Q: How does this relate to Out-of-Stock Listings and the Health Score? Cancellations are often the symptom;fru_out_of_stock is a common cause, and fru_marketplace_health_score is the consequence, since cancellation rate feeds directly into that score.
Q: Can I change the 3% alert threshold?
Yes. 3% is the default and broadly aligned with Fruugo’s risk zone, but it is configurable. Merchants who want earlier warning often set a tighter threshold so they react before they reach the level Fruugo itself acts on.