"Orders Over $10 Quality Refund Rate"  measures the ratio of the number of orders over $10 refunded due to quality reasons to the nubmer of all approved orders over $10 during the evaluation period. 

⚠️ Please note: 
Orders Over $10 refers the original amount of an order exceeds $10. In case of offline shipping, the original amount of an order = (Price (per Item) + Merchant Shipping Price) × Quantity of Items, in case of online shipping, the original amount of an order = Price (per Item) × Quantity of Items.

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 over $10” 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.

Orders Over $10 Quality Refund Rate Statuses

There are four statuses for Orders Over $10 Quality Refund Rate: Perfect, Average, Poor and Critical. 

The limits for the metric's 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 that the product images match with the real product.

👉 For more detail about Joom Merchant account operation, please refer to our ▶️Live Stream replay about Joom New Merchant Operation Guide.