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Your cancellation rate and what it costs.
Seller-related cancellation rate, Kaufland’s band and the fee for one month.
Kaufland’s rules
Kaufland counts the items ordered in the last completed month. The rate is the share cancelled for a seller-related reason, including cancellations by Kaufland itself.
| Monthly cancellation rate | Cancellation fee |
|---|---|
| Under 1% | None. This is Kaufland’s target. |
| 1% to 2.99% | 7% of the total price of the cancelled transactions |
| Over 3% | 15% of the cancelled transactions |
These reasons count as seller-related
- Goods not in stock
- Incorrect price provided
- Cancellation by the seller with no reason given
- Incorrect product data
- Goods not received
- No response from the seller
- Delivery delayed
Sources: Kaufland Seller University, Customer service KPIs; Kaufland Seller University, Order management; Kaufland Seller University, KPIs for your delivery performance, read on 11 September 2026.
How Sellgrip reads the rules
Kaufland’s text leaves three points open. The calculator handles them like this.
- Exactly 3.00%: Kaufland names “1% to 2.99%” and “over 3%”. The calculator then shows both amounts.
- Items or orders: the KPI counts items, the fee rule mentions orders. The calculator counts items.
- Total price: the calculator uses the selling price plus shipping of the items cancelled for seller-related reasons.
Common questions
Which period counts?
The last completed calendar month. Kaufland counts the items ordered in that month.
Where do I see my cancellations?
In the Seller Portal under Reports, in the “Sales” report. Kaufland also lists them on the monthly invoice.
When does Kaufland cancel an order itself?
If an order has no ticket and is still not marked as shipped 14 days after the latest delivery date, Kaufland notifies you. If nothing changes within seven days, Kaufland cancels it for a seller-related reason.
- What does a cancellation rate above 1% cost? Guide
- Account metrics Sellgrip tool
- Early warning Sellgrip tool
- Delivery performance Sellgrip tool
- Customer service Sellgrip tool
Checked on , last updated
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