What is CER (Cancellation Evidence Rate)?
CER stands for Cancellation Evidence Rate. CER measures adherence to our Cancellation and Price Adjustments Policy, which requires Dealers to submit evidence for all cancellations and price adjustments completed on our platform.
We know that cancellations happen. Why do we require evidence?
- To ensure all vehicle relists are accurate for future Dealers
- When cancellations happen, we want to ensure that these are justified. This helps us create a fair marketplace for Sellers and Dealers
- We use evidence to provide feedback to internal teams and improve the quality of our vehicle listings
- Where a seller is questioning the reason for cancellation, your evidence allows us to explain why a cancellation was necessary
Whilst we understand some cancellations cannot be evidenced, for example, when a car won't start. For any cancellation where evidence can be provided, we will assess the evidence and mark the cancellation as “valid” or “invalid”.
- A valid cancellation is a cancellation that has been evidenced by your submission of photos or videos.
- An invalid cancellation can be defined as a cancellation which we cannot justify due to a lack of substantiating evidence.
CER is calculated by dividing the number of valid or evidenced cancellation forms by the number of forms submitted during a set period. Cancellations which are marked as invalid will negatively impact a dealer's CER.
For example, if a dealer has 9 valid cancellations out of 10 cancellation forms, their CER would be 90%.
CER is monitored over a trailing 24 week period, you can monitor your own CER via our Account Reporting Page.