Transaction defect rate:
The defect rate is the percentage of a seller's transactions that have any of the following transaction-related defects:
eBay Money Back Guarantee and PayPal Purchase Protection cases closed without seller resolution
Seller-initiated transaction cancellation
To meet eBay's minimum standard, sellers can only have up to 2% of transactions with one or more transaction over the most recent evaluation period. To qualify as a Top Rated Seller, sellers can only have a maximum 0.5% of transactions with one or more defects over the most recent evaluation period. Only transactions with US buyers count toward your seller performance on eBay.com.
The defect rate won't affect your status until you have transactions with defects with at least 5 different buyers, at least 4 different buyers to impact Top Rated status, within your evaluation period.
Sellers can have a maximum of 0.3% of eBay Money Back Guarantee or PayPal Purchase Protection closed cases without seller resolution over the most recent evaluation period. That means the buyer opened the case, you weren't able to resolve it, the buyer reached out to eBay or PayPal to review it, and eBay found you responsible.
Sellers with 400 or more transactions over the past 3 months are evaluated based on the past 3 months and sellers with fewer than 400 transactions are evaluated based on the past 12 months.
Learn more about fair performance evaluation.