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 calendar days ago |
| Refund Ratio 93 Day | Number of orders refunded divided by the number of orders made 63 to 90 calendar 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 calendar days due to shipping reasons |
| 45 Day Shipping Refund Rate | Percentage of orders placed 45 calendar 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 calendar days ago |
| Refund Ratio 93 Day | Number of orders refunded divided by the number of orders made 63 to 90 calendar 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 calendar days ago |
| Refunds 93 day | Number of eligible refunds for orders made 63 to 90 calendar 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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