Why doesn the negative feedback rate match what is displayed to buyers on the Web site?
The negative feedback rate published in the Customer Experience Metrics pages is order correlated and is one of the three components of the Order Defect Rate metric. The order correlated view is computed as the percentage of orders with a negative feedback rating in a specific time period, regardless of when the feedback was received. This differs from the feedback ratings displayed to buyers in that buyer feedback ratings are computed based on when the feedback was received instead of when the order was placed. Why doesn’t the refund rate match what is displayed elsewhere in my account? The refund rate published in the Customer Metrics pages is order-correlated. In an order-correlated view, the refund rate is computed as the percentage of orders in a specific time period with a refund, regardless of when the refund was issued. This differs from refund rates that are computed based on when the refund was issued instead of when the order was placed.
