To promote successful Shop & Deliver services, shoppers can view their Shopping Stats in the Driver app by going to Profile Hub > Shopping trips. Here, you can see your Found Rate and Replacement Rate for the last 25 Shop & Deliver trips over the past 3 months.

Found Rate

This percentage indicates how often you found the exact items requested by the consumer. It’s calculated as:

(Total number of original items found ÷ total number of items requested) x 100

Why does the Found Rate matter?

Finding every requested item is key to delivering a great experience. For instance, if a consumer orders ingredients for a special meal, missing even one item can spoil their plans

For example: Let’s take an order with 20 items on its list. If you found 17, and replaced 2 of the 3 unavailable items, your Found Rate for this order would be 85% (17/20).

Replacement Rate

This percentage indicates how often you found suitable replacements for out-of-stock items based on consumer preferences marked as “I’ll Choose Replacements,” or “Replace with any similar item”.

Items that are not replaceable will not be considered, including: * Item had the preference “Don’t replace, refund” * Item had the preference “Require my approval to replace”, and the customer ignored the alternative proposed.

The replacement rate is calculated as:

(Total number of suitable replacements ÷ total number of out-of-stock items) x 100

Items rejected by the consumer or refunded don’t count as replacements unless you chose it from the replacement suggestions provided by the app.

Why does Replacement Rate matter?

Choosing high-quality replacements for out-of-stock items shows attention to detail, which consumers greatly appreciate. We recommend always checking for potential replacements when the consumer chooses “Replace with any similar item,” “Require my approval to replace”, or “I’ll choose replacements”.

For example, let’s take an order with 20 items on its list. If you found 17, and replaced 2 or the 3 unavailable items, your Replacement Rate would be 67%.

Factors for calculating metrics

• Metrics are calculated after at least 10 completed Shop & Deliver trips
• Calculations are based on the last 25 Shop & Deliver trips within the last 3 months
• If an order is canceled after you’ve completed shopping, it still counts toward your metrics
• Metrics consider items, not units, as it better reflects your effort (e.g., 4 bananas and 3 apples count as 2 items)
• For the Replacement Rate, only items with consumer preferences marked as “Replace with any similar item,” “Require my approval to replace,” or “I’ll choose replacements” are considered.
• If you chose a replacement suggested by the app and it’s rejected by the consumer, it still counts as a valid replacement
• Any discrepancies due to fraudulent actions by the consumer will be excluded from the calculations