On Shopee, every unfulfilled order whether cancelled or returned can cost more than just a single sale. It can affect your shop’s visibility, buyer trust, and even lead to penalties. To track and manage this, Shopee uses a key performance metric called the Non-Fulfilment Rate (NFR), which measures how often sellers fail to complete orders for reasons within their control.
 

What is Shopee Non-Fulfilment Rate (NFR)?

Non-Fulfilment Rate (NFR) is a percentage that shows how many of your orders in the last 7 days were not completed because of something you, as the seller, did wrong.

This includes:

• You cancel an order yourself.

• Shopee cancelling the order automatically because you didn’t ship it on time.

• Orders returned or refunded due to mistakes on your part, like sending the wrong item, damaged goods, or incomplete orders.

Even if you ask the buyer to cancel (and they’re the one who clicks “Cancel”), Shopee will still treat it as your fault and it will affect your NFR, possibly adding extra penalty points.
 

How is Shopee Non-Fulfilment Rate (NFR) Calculated?

Shopee works out your NFR by dividing the number of orders you failed to fulfil by your total number of orders in the past 7 days, then multiplying by 100 to get a percentage.

Example:

• Seller A had 250 total orders in a week.

• 40 orders were not fulfilled (cancelled, late, or returned due to the seller’s fault).

• 40 ÷ 250 = 0.16, which is 16%.

Since Shopee’s target is 10% or less, Seller A went over the limit and will get:

• 1 penalty point for exceeding the 10% limit.

• 1 extra penalty point for having more than 30 non-fulfilled orders.

Total penalties for the week: 2 points.
 

Why Keeping a Low Non-Fulfilment Rate (NFR) Matters

Keeping your NFR low is important because it directly affects your shop’s success and privileges on Shopee.

If your NFR is low:

• Buyers trust your shop more.

• Customers are more likely to buy from you again.

• Your shop’s reputation and loyalty improve.

If your NFR is high:

• NFR ≥ 10% → you get 1 penalty point.

• 30 or more non-fulfilled orders → you get 1 extra penalty point.

If you collect too many penalty points in a quarter, Shopee can temporarily suspend your ability to sell.
 

What Affects Your Non-Fulfilment Rate (NFR) and How to Keep It Low

The main reasons your NFR might increase are problems in how you manage orders and products. Common causes include:

• Inaccurate stock counts – selling items that are actually out of stock.

• Delayed shipping – orders not shipped within the required time.

• Damaged or incorrect items – sending faulty products or the wrong order.

• Poor quality control – not inspecting items before sending them out.

To maintain a low NFR, sellers should:

• Keep inventory up to date – prevent cancellations due to stockouts.

• Pack and ship orders promptly – avoid system cancellations for late shipping.

• Check item quality before shipping – reduce the risk of returns and refunds.

• Respond quickly to disputes – submit valid evidence to protect your record.
   

Impact of the New Return/Refund Process on Non-Fulfilment Rate (NFR)

Shopee’s new return/refund rules can affect your NFR depending on the reason for the return and how you handle the dispute.

When NFR applies:

• The return/refund reason is your fault (damage, malfunction, wrong item, incomplete order).

• You don’t click “Dispute” before the deadline.

• You dispute but fail to give valid or enough proof.

When NFR does not apply:

• The reason is Non-Receipt.

• The buyer just wants to return the item in its original/sealed condition (not due to your fault).

• You dispute successfully and get compensation.

Key point: NFR only counts if you don’t dispute at all or if your dispute is unsuccessful.

Manage Shopee’s Non-Fulfilment Rate (NFR) with BigSeller

A low NFR means fewer headaches, fewer penalties, and more sales. It’s the result of staying organised, knowing your stock levels, shipping on time, and preventing avoidable returns.

BigSeller helps you stay on top of all that. From unified product and order management to real-time inventory syncing, automated fulfilment, warehouse tools, and sales analytics, BigSeller helps you reduce manual work, cut errors, and protect your NFR while growing your business.

Start free today and claim your 7-day VIP trial coupon.
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