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Sellers are expected to create great experiences for buyers. If a buyer has a negative experience with a transaction, it can result in a defect for the seller. The following count as defects:
Defects will be automatically removed if:
The maximum number of defects allowed varies by seller level:
Top Rated Seller
Less than or equal to 0.5% of transactions, and 3 or less defects from unique buyers
Less than or equal to 2% of transactions, and 4 or less defects from unique buyers
Greater than 2% of transactions, and 5 or more defects from unique buyers
You can check your seller performance on your seller dashboard. Your transaction defect rate report can show you which transactions resulted in defects.
Defect rate is the number of seller-cancelled transactions plus the number of cases closed without seller resolution divided by the total number of transactions.
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