| Acceptance and cancellation rate lookback windows changing on September 16th |
| Hi Jeffrey,
On Monday, September 16th, 2024 we are updating how we calculate your acceptance and cancellation rates in your city. Your acceptance and cancellation rate lookback window will update from your last 200 trip requests to your last 100 trip requests received.*
Your acceptance rate is the percentage of exclusive trip requests (rides and deliveries) that you accept out of the total number of exclusive trip requests you receive. Exclusive trip requests are requests sent directly to you. If you receive Trip Radar requests in your city, they don’t count against your acceptance rate. Factors that negatively impact your acceptance rate include actively rejecting exclusive trip requests and allowing exclusive requests to expire or time out.
Your cancellation rate is the percentage of trip requests (rides and deliveries) that you cancel divided by the total trip requests you accept. This includes canceling a Trip Radar request after you accepted it.
Learn how acceptance rate and cancellation rate are calculated.
What this means for you:
- Your acceptance and cancellation rates will reflect more recent trip requests than before, making it potentially easier for you to improve your rates faster
- You will be able to see your updated acceptance rate and cancellation rate in the Uber Pro hub and your Profile on 9/16
- There will be no changes to how your star rating is calculated
Your Uber Pro status
This change may impact your eligibility for Gold, Platinum, and Diamond Uber Pro statuses, as the applicable acceptance and cancellation rate thresholds will now be calculated using the new lookback window of 100 trip requests (see terms for additional details). We will ensure that any changes in your acceptance or cancellation rates resulting from the new lookback window will not affect your current Uber Pro status until 9/30/24.** | Check out your ratings in the Driver app |
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*Acceptance rate and cancellation rate lookback windows may vary by market. Rates include both trips and deliveries. Check the Uber Pro hub or your Profile in the Driver app for your market’s acceptance rate and cancellation rate lookback window. Requests before December 2021 are not counted.
**Uber Pro status protection applies to Gold, Platinum, and Diamond drivers in the following cities only: Dallas, Houston, Orlando, Jacksonville, Fort Myers-Naples, Central Atlantic Coast, Indianapolis, St Louis, Cincinnati, Cleveland, Raleigh-Durham, Charleston, Las Vegas, Salt Lake City, Memphis, Louisville, New Orleans, San Antonio, New Jersey, Philadelphia, Atlanta, Savannah-Hilton Head, Richmond, NYC suburbs, El Paso, Upstate NY, Pittsburgh, Oklahoma City, Piedmont Triad, Denver. In these cities, acceptance rate and cancellation rate lookback windows are changing from the last 200 trips to the last 100 trips on 9/16/24. The Uber Pro terms will also be updated on 9/16/24 to reflect the new lookback window described in this communication. With Uber Pro status protection, your Uber Pro status will be maintained through 9/30/24 even if your acceptance rate or cancellation rate no longer meet the program standard with the new lookback window described in this communication. Through 9/30/24, you will be able to upgrade your status, but will not be moved to Blue status due to not meeting the acceptance rate or cancellation rate program standards. Uber Pro status protection ends on 9/30/24; as of 10/1/24, you will have to qualify for Gold, Platinum, and/or Diamond status and maintain the program standards pursuant to the requirements in the terms. |
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