From June 21st 2025 we will begin taking the below negative actions against accounts whose cancellation rates are excessive and above the market average of 10%.
We will not start taking these actions on accounts with excessive cancellation rates until June 21st 2025 which is a little more than 3 months from this announcement (and is the same timeframe we use to calculate your cancellation rate). This gives you time to immediately focus on reducing your cancellation rate if it is currently above 10% and avoid these penalties.
In order to help maintain a great customer experience, we apply fee surcharges and quote delays on transport provider accounts which demonstrate excessive job cancellations.
Excessive cancellations are defined as above the market average of 10%.
Your cancellation rate is displayed on your My Shiply page and on your profile page. It is calculated by dividing the number of cancellations on your account by your number of bookings over the last 3 months.
If you have less than 10 bookings over the last 3 months, we will round them up to 10.
If your cancellation rate over the last 3 months is above 10%, the following penalties will apply:-
| Cancellation Rate | Fee surcharge | Quote Delay |
| 0 - 10% | No surcharge | No delay |
| 10.1% - 20% | 25% | 12 hours |
| 20.1% - 30% | 45% | 24 hours |
| 30.1% - 40% | 65% | 48 hours |
| 40%+ | 100% | 72 hours |
Fee surcharges are a multiplier on your Shiply fees. For example if you quoted $1,000 on a job and the Shiply fee is usually $150, if you had a 25% cancellation rate and a 45% surcharge applied, your fee would increase 45% to $218.
In addition, all quotes you place will be delayed by the number of hours displayed in the quote delay column. So users will not receive your quotes instantly and those quotes placed by transport providers with lower cancellation rates will be prioritised.
We have written an article with tips on how you can improve your cancellation rate here.