Cancellation Rate Metric

Percentage of orders that are cancelled after being placed.

• Monitor customer satisfaction and order experience
• Identify potential product or pricing issues causing buyer's remorse
• Assess the impact of delivery delays on customer behavior
• Track the effectiveness of order confirmation and communication processes

• Good performance: Cancellation rate below x% indicates smooth operations
• Potential issues: Rates above x% suggest customer experience or operational problems
• Benchmark guidance: Industry averages vary by sector (2-8% is typical for retail)

• Customer-initiated cancellations may indicate product or delivery issues
• System-initiated cancellations - may indicate operational problems
• High cancellation rates reduce effective revenue and increase operational cost

Formula: 

(COUNT(fulfillments) where fulfillment.status = {REJECTED_STATUS} / COUNT(fulfillments)) * 100 within the selected time period

Configurable elements:

• REJECTED_STATUS: Status definitions for rejected fulfillments (default: REJECTED)