Refunds

The following terms and definitions are related to refunds and merchant refund performance. 

Pages in which you may see the following terms are Trusted Store Performance, Customer Service Performance, Refund Performance and Payment History

Deductions/Fees

% Refund Responsibility Percentage of refund amount you need to pay
Chargeback Amount Dollar value of chargebacks
Chargeback Amount Ratio Chargeback amount divided by GMV
Chargeback Ratio Number of chargebacks divided by number of orders
Chargebacks Number of chargebacks occurred
Deducted Amount Total amount that will be deducted
Refund Deduction Amount deducted from payment for orders that were refunded
Refund Rate Percent of total transactions that were refunded
Refund Ratio 30 Day Number of orders refunded divided by the number of orders made 0 to 30 days ago
Refund Ratio 93 Day Number of orders refunded divided by the number of orders made 63 to 90 days ago
Refund Responsibility Refund amount that was paid. (Refunded amount * %Refund Responsibility)
Refunded Amount to User Total amount refunded to customer

Refund Reasons

Customer received wrong item Percent of refunds caused by wrong item(s) being included in the shipment
Failed to fulfill Percent of refunds caused by the failure to fulfill the order
Incomplete order Percent of refunds caused by incomplete shipments
Item does not fit Percent of refunds caused by items in the order not fitting
Item does not match listing Percent of refunds caused by items in the order not matching the description in the listing
Item does not work as described Percent of refunds caused by item(s) in the shipment not working as described
Item is damaged Percent of refunds caused by damaged item(s) in the shipment
Item was returned to sender Percent of refunds caused by a customer return of the order
Order was delivered to wrong address Percent of refunds caused by the shipment being delivered to the wrong address
Shipping taking too long Percent of refunds caused by the shipment taking too long to ship to the destination

Store Performance

30 Day Shipping Refund Rate Percentage of orders refunded from the past 30 days due to shipping reasons
45 Day Shipping Refund Rate Percentage of orders placed 45 days ago and shipped with this carrier that are refunded due to shipping reasons
90 Day Shipping Refund Rate Percentage of packages shipped by the carrier that are refunded for shipping reasons.
Chargeback Amount Ratio Chargeback amount divided by GMV
Chargeback Ratio Number of chargebacks divided by number of orders
Chargebacks Number of chargebacks occurred
Refund Rate Percent of total transactions that were refunded
Refund Ratio 30 Day Number of orders refunded divided by the number of orders made 0 to 30 days ago
Refund Ratio 93 Day Number of orders refunded divided by the number of orders made 63 to 90 days ago
Refunds Number of refunds that occurred during the time period
Refunds 30 day Number of eligible refunds for orders made 0 to 30 days ago
Refunds 93 day Number of eligible refunds for orders made 63 to 90 days ago
Shipping Refund Rate Percentage of packages shipped by the carrier that are refunded for shipping reasons
Shipping Time The amount of time it takes for the shipment to reach the buyer
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