How acceptance rate, completion rate, and rating affect your standing

1. Why we publish this

Per EU Directive 2024/2831 Article 6, we disclose the parameters of automated decisions affecting platform workers. Three rolling scores affect your standing on the platform — acceptance rate, completion rate, and rating. This document explains what each measures, how it's calculated, and how it affects you.

A separate disclosure covers order assignment. Important: as of v1.0, your scores do NOT influence real-time order assignment. They influence the longer-term standing decisions described below.

2. Acceptance rate

What it measures: the percentage of dispatched offers you accepted in your most recent 100 dispatched offers.

How it's calculated: for every offer the system sends to your device, we record one of:

• accepted — you tapped "Accept" before the 30-second timer

• declined — you tapped "Decline"

• timed out — you didn't respond before the timer expired

• revoked — ops manually pulled the offer (counts as neutral, not against you)

Acceptance rate = accepted ÷ (accepted + declined + timed out), expressed as a percentage. Revoked offers don't count toward the denominator.

Where you see it: in the Earnings tab, under your shift summary.

3. Completion rate

What it measures: the percentage of accepted offers you completed (delivered without exception) in your most recent 50 accepted offers.

How it's calculated: for every accepted offer:

• delivered — you tapped "Mark delivered" with valid proof of delivery

• exception — you tapped a "Can't deliver" reason (customer unavailable, wrong address, refused, etc.)

• cancelled by customer — the customer cancelled while you were en route (counts as neutral, not against you)

• cancelled by ops — ops cancelled the order on your behalf (also neutral)

Completion rate = delivered ÷ (delivered + exception). The two cancelled cases don't count toward the denominator.

Where you see it: Earnings tab, shift summary.

4. Customer rating

What it measures: the rolling average of customer-side ratings on your most recent 50 deliveries, on a 1-5 star scale.

How it's calculated: customers rate each delivery on a 1-5 scale via the customer app. We average the most recent 50. Customers who don't rate count as neither — we wait for the 50th rated delivery before computing.

Where you see it: Earnings tab, shift summary.

5. What thresholds do (and what they don't)

As of v1.0, scores influence the following decisions:

No score, by itself, triggers automatic suspension or termination. All warnings, suspensions, and terminations involve a human ops member's review.

6. Score updates

• Scores update after every offer (acceptance, decline, or timeout) and every delivery completion.

• We notify you in the inbox when your score changes by more than 10% in either direction (rolling 7-day window).

• You can see your current score and the underlying offer/delivery list in the Earnings tab.

7. How to challenge a specific score

If you believe a specific offer or delivery was incorrectly counted toward your score:

• Tap the offer or delivery in your Earnings tab

• Tap "Challenge this delivery" (or "Challenge this offer")

• Provide a brief explanation

• Ops reviews within 10 business days

If ops agrees, the offer or delivery is removed from your score calculation. If they disagree, you receive an explanation and may escalate per the appeals disclosure.

8. When scoring rules change

Material changes to thresholds, the score windows (currently 100 / 50 / 50), or the actions tied to thresholds will:

• Bump this document's version

• Notify you in-app at least 30 days before the change takes effect

• Re-prompt you to acknowledge the new disclosure before going online

Minor edits (clarifications, typos) bump the patch version only.