Posted on Aug 20
Reducing Missing & Wrong Items (MIWI)
What is MIWI and why does it matter?
MIWI (Missing Item / Wrong Item) Rate measures the proportion of orders that result in a customer complaint about an item being missing or incorrect.
A high MIWI Rate signals operational gaps that damage customer experience and expose merchants to reimbursement deductions.
This guide maps best practices to the five stages of order fulfilment: Setup & Readiness, Order Preparation, Order Packing, Order Handover to Riders, and After Service. Each section identifies the MIWI issue type it targets and the specific actions merchants can take to prevent it.
5-Stage Summary
Stage | MIWI Type Prevented | Top 3 Practices |
1. Setup & Readiness a. Menu & Stock Accuracy | Missing Items (stock-related) | Update unavailability instantly; check stock before peak; brief incoming staff |
2. Order Preparation | Wrong Items, Missing Items (misread) | Read full order before starting; treat complex orders with extra care; keep items separated |
3. Order Packing a. Verification Before Packing | Missing Items, Wrong Items | Cross-check receipt item by item; label every bag; seal before placing at pickup |
4. Order Handover a. Collection Point Setup | Entirely Different Order | Verify order number before handover; designate a clear collection point; mark Ready only when fully packed |
5. After Service | All types (pattern correction) | Review complaints weekly; identify root cause per incident; brief team on trends |
If you want to find out about how you can read your Missing Item Wrong Item Report, you may refer to this article.
If you want to find out about how you can read your Missing Item Wrong Item Report, you may refer to this article below:
Help & Support
Got questions? We’ve got answers.
For more questions, please visit our Help Centre.