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 Missing Item / Wrong Item 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 Missing Item / Wrong Item issue type it targets and the specific actions merchants can take to prevent it.