Tracking acceptance and cancellation rates

This article is for Delivery People only. If you need help with acceptance and cancellation rates on your Driver account, click this link instead.

Acceptance rates:

• Your acceptance rate is the number of deliveries you’ve accepted out of the last 100 exclusive requests sent directly to you
• If you’ve received fewer than 100 exclusive requests sent directly to you since December 2021, your acceptance rate is calculated based on the total number of exclusive requests you’ve received in that time
• If you’ve received fewer than 10 exclusive requests sent directly to you since December 2021, your acceptance rate won’t be calculated until you’ve received at least 10 exclusive requests sent directly to you
• Trip requests that expire / time out are also counted as rejections

Cancellation rates:

• Your cancellation rate is the number of requests you handled over the last 100 accepted requests (includes cancelling a Trip Radar request after you accepted it)
  • If you received fewer than 100 requests, the cancellation rate will be based on the total requests cancelled over the requests accepted
• We currently do not deactivate accounts for high cancellation rates
• You can improve your cancellation rate by making sure you’re logged off when you want to stop driving, so that you don’t need to cancel requests
• Cancellations from customers or restaurants do not affect your cancellation rate
• Cancellation rate does not impact your ability to access or earn with the Uber app

We know there can be circumstances that prevent you from completing every delivery and that’s ok, but maintaining a low cancellation rate prevents deterioration in reliability, poor customer experiences, and negative impact on other delivery people.

Reminder:

We can’t adjust your ratings or trip stats after they’ve been recorded. Your acceptance rate, cancellation rate, and satisfaction ratings are all calculated based on your actual activity, which means they are final once submitted. This helps ensure fairness and consistency for everyone using the platform.

When a customer cancels a delivery, it doesn’t affect your acceptance rate or your cancellation rate.

Is my last 100 “trips” based on all requests offered to me on the Uber app?

Yes, the app considers activity from all of your trips (including both rides and deliveries) when it calculates your cancellation rate. The app considers all exclusive requests offered directly to you (both rides and deliveries) when it calculates your acceptance rate; it does not include trip radar in acceptance rate calculations.

Where can I see my acceptance rate and cancellation rate?

You can view your acceptance rate and cancellation rate in the app by following the steps below:

• Tap your Profile Photo in the upper right hand corner of the Driver App
• Next, locate your Profile Photo near the top of the app and tap it again
• You’ll now see your Rating, Acceptance rate, and Cancellation rate, in that order
• Tap the number in the middle to view a detailed breakdown of your Acceptance Rate

Alternatively, you can tap the number on the far right to view a detailed breakdown of your cancellation rate

How can I improve my acceptance rate and cancellation rate?

To improve your rates, you need to replace older deliveries that hurt your ratings with new ones that help your ratings.

Here’s an example where completing a delivery improves your cancellation rate:

• Let’s say that 100 trips ago, you canceled a delivery.
• Now, a new delivery request comes in.
• If you accept and complete that request, your cancellation rate will go down.
• This is because the old delivery that you canceled is no longer part of the calculation, and you’ve replaced it with a new request that you completed.

Here’s an example where completing a delivery does not improve your cancellation rate:

• Let’s say that 100 trips ago, you accepted and completed a delivery request.
• A new request comes in, and you complete the delivery.
• In this case, your cancellation rate won’t change.
• This is because you’ve replaced an old request that you completed with a new request that you completed. Your total number of cancellations has stayed the same.

To improve your cancellation rate, you need to replace an old canceled request with a new completed request. To improve your acceptance rate, you need to replace an old rejected request with a new accepted request.

How can I learn more about acceptance rates and cancellation rates?

Visit the article below for more information about how acceptance rates and cancellation rates are calculated.

Understanding acceptance and cancellation rates