Delivery efficiency, On-time dispatch

[HromtechPL]

Hello Allegro!
Dear moderators and community, please help me to understand how the dispatch rating works. I already know how and for what points are awarded for this rating, but I do not understand at what point the Allegro system considers a parcel dispatched. For clarity I will describe the order of actions: our company dispatches parcels from Germany as a courier company is DHL, when the logistics operator provides a tracking number I enter it in the tab “add tracking numbers” select “from outside Poland” then select DHL, then enter the track number and save. And although usually the warehouse sends tracking numbers on the day or morning of the next day Allegro does not recognize these parcels as dispatched.
Here is an example:
Order 8c2ea480-058d-11f0-908a-5951d063dc46 was placed on March 20, on March 20 I entered the track number in the order details and on March 20 the Allegro system marked the order as dispatched. In the order details in the “shipping” section it is indicated that the parcel changed its status from “Pending dispatch” to “In transit” on March 20 at 22:03, this time coincides with the time when the DHL website updated the status of the parcel to “Przesyłka została przetworzona przez DHL i jest przygotowywana do dalszego transportu do regionu odbiorcy” (screenshot 1). Now let's compare this order with the order 5cc0bda0-0560-11f0-b74d-45d3d5cd7bfa made on the same day a few hours earlier: the order was made on March 20, on March 20 I uploaded the track number, but this time the Allegro system changed the status to “In transit” only on the 21st at 16:28, why? This time corresponds to the status “Przesyłka dotarła dotarła do kraju/miejsca docelowego” on DHL website (screenshot 2). So at what point does the Allegro system consider the parcel dispatched?
Another example concerns a parcel that according to Allegro is considered as dispatched not in time: the order aec013e0-0-0361-11f0-8b4d-9356bd0f56a1 was ordered on March 18, on March 18 I uploaded the tracking number, but the system considered the order as dispatched only on March 21, when the status on the DHL website was “Przesyłka dotarła do kraju/miejsca docelowego” (screenshot 3).
As you can see for some reason the system updates the status differently for different orders, I would like to see the statuses for all orders updated as in the example number one, so I would be able to understand what shipping time to specify in our offers, now it is equal to 3 days, which is not really true. It is very important for our company to maintain the level of customer service, please help me to solve this problem.
Thank you!

@Syrena_zT@julienail@N_Nitka28@RaBarbar_ka@MiMary@w_kiwi@Sa_nova@la_nika@ayo80@nat_not@_HolaOla_ 

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[w_kiwi]

@HromtechPL Fast shipping points can only be earned for offers that declare a shipping time of "instant" or "24 hours".

Looking at the screenshots you indicated - 3 day delivery is correct.

[HromtechPL]

Thank you for the quick response!
I don't claim to have my shipments counted as “instant”. Also, I'm not going to get points for quick dispatch yet. I'm talking about points for the “dispatch on time” metric. I want to understand at what point the Allegro system recognizes that a package has been dispatched and changes the status from “Pending dispatch” to “In transit”. Please note again that the status in examples one and two changed at different intervals under the same conditions. In addition, the Allegro system recognized the parcel as shipped at different stages indicated on the DHL website. Logically, if we compare example 1 and example 3, the system should have marked the parcel from example 3 as dispatched on March 18 or the parcel from example 1 as dispatched on March 24.
This is what is causing the confusion in our work.

[w_kiwi]

@HromtechPL Okay, sorry for the misunderstanding. We consider a shipment to have been sent when it is scanned by the courier, regardless of whether it is when the courier collects the packages or when you send the packages yourself at the point.

Order 8c2ea480-058d-11f0-908a-5951d063dc46 has status "on time". Same with 5cc0bda0-0560-11f0-b74d-45d3d5cd7bfa.

I can't find order number aec013e0-0-0361-11f0-8b4d-9356bd0f56a1. Please check it.

[HromtechPL]

Please explain what “it is scanned by the courier” basically means. In the examples I have shown, it appears that the courier scanned the parcels ordered on the same day at different times and at different stages of delivery indicated on the DHL website. How can I then track the shipment time taken into account by the Allegro system? 

Here is the order number aec013e0-0361-11f0-8b4d-9356bd0f56a1 from the third example, it was ordered on March 18 and dispatched on March 21, i.e. three days, but the system still recognized it as dispatched out of time. 

[w_kiwi]

@HromtechPL Yes, I understand and everything is correct. The orders you indicated were shipped on time, as I have already written. I do not know where to get information about the delay of the package.

[HromtechPL]

If the parcel for this order was dispatched on time, why did the rating points go down? 🙂 Can I ask support to audit the dispatch rating on my account to get a fair assessment of my performance? Can you give me the contacts of a technician who can explain to me how Allegro works to keep track of when a parcel is considered dispatched? Where can I go for consultation?

[Syrena_zT]

@HromtechPL order aec013e0-0361-11f0-8b4d-9356bd0f56a1 was not shipped on time. It was placed by the customer on 17.03 at 11:55 p.m. The declared deadline for sending the order was by 20.03, and you sent it on 21.03. Also, the system correctly counted it as untimely sent.