Hello @vdc1,

The order defect rate is a 60 day rolling window and the percentage is effected based on the order volume you received in the dates provided.

Your order defect rate is impacted based on negative feedback, A to Z guarantee claims or any chargeback claims.

There will be a 2 weeks lag in the 60 day window. For example, your current window would be between the “16th of Aug, 2020 to Oct 14, 2020”. So if the orders impacting your metric are within this window, it will reflect.

You can find more information about how the metric works here.

There is no manual intervention here. The metrics are system calculated.

Please review your order(s) to determine the cause of the defects. You can appeal any A-to-z claim, negative customer feedback, or service chargeback that you believe should not be counted in your order defect rate by visiting the following links:

– Appeal A-to-z Claims.
– Request removal of seller feedback.
– Appeal Chargeback Claims.

Best,
Ruth.