"Quality Refund Rate"  measures the ratio of number of orders refunded due to quality reasons to number of all the orders approved during the evaluation period. 

Metric Calculation 

Calculation includes the orders shipped both offline and online and refunded due to the following reasons: 

• Bad quality;
• Counterfeit;
• Different from images;
• Empty package;
• Misleading information;
• Wrong color;
• Wrong product;
• Wrong size;
• Wrong quantity;
• Minor problems.

⚠️ PLEASE NOTE: This metric also includes partly refunded orders; "orders" in the formula refers to the number of the corresponding orders.  

Evaluation Period 

The evaluation period covers two weeks: starting from the 104th day and ending 90 days before the current date.

Quality Refund Rate Statuses

There are four statuses for Quality Refund Rate: Perfect, Average, Poor and Critical. 

The limits for the metrics' statuses are the following:

Advice on How to Improve the Metric

• Review refunded orders and disable or improve poor quality products;
• Review ratings and disable or improve low-rated products;
• Check that the descriptions are complete and correct;
• Check that size charts are correct;
• Make sure the product images match with the real product.