What is the Seller-Fault Return/Refund Rate?

The Seller-Fault Return/Refund Rate is the percentage of all orders over the last 30 calendar days that have been returned by the customer due to seller-related reasons.
What's included:Examples of orders that count toward this metric:

• Returned orders with verified product quality problems
• Returns raised due to defective or damaged products, empty packages, irrelevant products in the packages, inconsistent or incorrect products, wrong or missing items packages, and lost and damaged packages

What's excluded:Examples of orders that do not count towards this metric:

• Return/Refund requests that are cancelled by the buyer
• Return requests where the buyer did not send the item back within the return window
• Return/refund requests where the seller won arbitration
• Returns due to reasons such as "No longer needed" (applies only to certain product categories). See the Returns & Refunds article for full details.

❗ You should aim for a Seller-Fault Return/Refund Rate of less than 1.5%.

Where can I find my Seller-Fault Return/Refund Rate?

You can find your Seller-Fault Return/Refund Rate in the Account Health section of the Seller Center.

1. Go to Seller Center
2. Click on Account Health > Store Rating on the left-hand panel
3. Scroll down to the Product Satisfaction section
4. Under Seller fault R&R rate, click Details
5. View a breakdown of top reasons and top products driving returns/refunds

What would happen if I do not meet the target above?

No direct enforcement action will be taken if your Seller-Fault Return/Refund Rate exceeds the target. However, having performance below the target may impact your overall shop performance score and access to affiliate marketing.Please see our Violation Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, please raise an appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.
For more information, please see our Returns and Refunds article.