Understanding acceptance and cancellation rates

28 July / Jamaica

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Learn more about acceptance and cancellation rates for lessors, including why they matter and how they’re calculated.
Acceptance rates


 Understanding acceptance rate – English 
*For clarity purposes, in case the words “trip” or “drive” are included within this set of communications, their meaning shall refer instead to “lease” or “leasing” accordingly. Likewise, in case the words “driver partner”, “partner” or “driver” appear here, their meaning shall refer to “lessor” instead.*What is an acceptance rate? 
Your acceptance rate is the percentage of exclusive lease requests (rides and/or deliveries) that you accept out of the total number of exclusive lease requests you receive. Exclusive lease requests are requests sent directly to you.

Example of an exclusive lease request
Why does acceptance rate matter?
When lessor partners decline exclusive lease requests, everything slows down. Riders may wait longer to be picked up, Uber Eats customers may get their meal or delivery later than expected, and lessor partners may have to travel farther to pick up other users or orders. 
Why does acceptance rate matter?
When lessor partners decline exclusive lease requests, everything slows down. Riders may wait longer to be picked up, Uber Eats customers may get their meal or delivery later than expected, and lessor partners may have to travel farther to pick up other users or orders. 
Why does acceptance rate matter?
When lessor partners decline exclusive lease requests, everything slows down. Riders may wait longer to be picked up, Uber Eats customers may get their meal or delivery later than expected, and lessor partners may have to travel farther to pick up other users or orders. 
How is acceptance rate calculated?
Your acceptance rate is based on how many exclusive lease requests (rides and/or deliveries) you have accepted out of the most recent exclusive lease requests sent directly to you. It’s calculated using what we call the lookback window, which is the 100 most recent requests. Trip Radar requests are excluded. 
If you’ve received fewer than 100 requests*, your acceptance rate will instead be calculated based on the total number of exclusive requests you’ve received. For new lessor partners, your acceptance rate will be available after you’ve completed your first 10 Exclusive trip requests.
Factors that negatively impact your acceptance rate include actively declining exclusive lease requests and allowing exclusive requests to expire or time out. Remember, declining Trip Radar requests doesn’t count against your acceptance rate..
If you’ve received fewer than 100 requests*, your acceptance rate will instead be calculated based on the total number of exclusive requests you’ve received. For new drivers and couriers, your acceptance rate will be available after you’ve completed your first 10 Exclusive trip requests.
Factors that negatively impact your acceptance rate include actively declining exclusive trip requests and allowing exclusive requests to expire or time out. Remember, declining Trip Radar requests doesn’t count against your acceptance rate.
How acceptance rate changes?
Your acceptance rate will change based on your most recent lease request behavior. 
For example, accepting a new request removes the 100th-oldest request from your history. So if your 100th request was declined, your acceptance rate will increase with a new accept. However, if the 100th-oldest request you had in your lookback window was also an accept, your new accepted request won’t improve your current acceptance rate. 
For example, accepting a new request removes the 100th-oldest request from your history. So if your 100th request was declined, your acceptance rate will increase with a new accept. However, if the 100th-oldest request you had in your lookback window was also an accept, your new accepted request won’t improve your current acceptance rate. 
Below is an example of how your acceptance rate can change based on accepting and declining trip requests, using 10 trips:

A few things are happening in this example:
The first accept is canceling out another accept, so acceptance rate remains at 85%
The decline is canceling out an accept, so acceptance rate drops to 84%
The next accept is canceling out a decline, so acceptance rate increases to 85%
How to check your acceptance rate?
In the Driver app, go to the menu, then choose Uber Pro. There, you’ll find your acceptance rate, cancellation rate, and star rating. Tap a rating for more details, such as the number of requests used to calculate your rating.
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Cancellation rates


Understanding cancellation rates – English 
*For clarity purposes, in case the words “trip” or “drive” are included within this set of communications, their meaning shall refer instead to “lease” or “leasing” accordingly. Likewise, in case the words “driver partner”, “partner” or “driver” appear here, their meaning shall refer to “lessor” instead.*Your cancellation rate is the percentage of lease requests (rides and/or deliveries) that you cancel divided by the total lease requests you accept. This includes canceling a Trip Radar request after you accepted it. 
Your cancellation rate is the percentage of lease requests (rides and/or deliveries) that you cancel divided by the total lease requests you accept. This includes canceling a Trip Radar request after you accepted it. 
Why does cancellation rate matter?
When lessor partners cancel lease requests after accepting them, everything slows down. Riders may wait longer to be picked up, Uber Eats customers may get their meal or delivery later than expected, and lessor partners may have to travel farther to pick up other users or orders. 
Why does cancellation rate matter?
When lessor partners cancel lease requests after accepting them, everything slows down. Riders may wait longer to be picked up, Uber Eats customers may get their meal or delivery later than expected, and lessor partners may have to travel farther to pick up other users or orders. 
How is a cancellation rate calculated?
Your cancellation rate is determined by how many accepted lease requests (rides and/or deliveries) you have canceled out of your most recent accepted lease requests, including Trip Radar requests after you accepted them. It’s calculated using what we call the lookback window, which is the 100 most recent requests. For new lessors, your cancellation rate will be available after you’ve completed your first 10 Exclusive lease requests.
How cancellation rate changes?
Your cancellation rate will change based on your most recent lease acceptance behavior. 
For example, completing more requests removes the 100th-oldest completed lease from your history. So if the 100th accept was canceled, your cancellation rate will decrease with a new accepted and completed lease. However, if the oldest request you had in your lookback window was also accepted and completed, your new accepted and completed trip won’t improve your current cancellation rate. 
For example, completing more requests removes the 100th-oldest completed trip from your history. So if the 100th accept was canceled, your cancellation rate will decrease with a new accepted and completed trip. However, if the oldest request you had in your lookback window was also accepted and completed, your new accepted and completed trip won’t improve your current cancellation rate. 
Below is an example of how your cancellation rate can change based on accepting and canceling trip requests, using 10 trips: 

A few things are happening in this example:
The first cancel is canceling out an accept, so cancellation rate increases to 4%
An accept is canceling out a cancel, so cancellation rate decreases to 3%
A later accept is canceling out another accept, so cancellation rate remains at 4%
How to check your cancellation rate?
In the Driver app, go to the menu, then select Uber Pro. There, you’ll find your acceptance rate, cancellation rate, and star rating. Tap a rating for more details, such as the number of requests used to calculate your cancellation rate.  
If you have any questions about your acceptance rate or cancellation rate, reach out to Support through the Help section in the Driver app.
*Leases canceled for safety reasons or because the user wasn’t at the pickup location, for example, are not included in the cancellation fee calculation. Misuse of the cancellation feature may affect your rate.