⚖️ At refurbed, we believe great sellers deserve great visibility.
That’s why we are updating our performance metrics, to make sure the most reliable, high-quality sellers get the recognition (and the buybox opportunities) they have earned.
The changes we’ll apply focus on your previous feedback as well as what matters the most to customers:
- Consistent quality over the long term
- On-time delivery in every market
- Quick, helpful resolution when issue arise
We have refined the calculations, adjusted weights, and introduced new measures to make the system fairer, more accurate and more rewarding.
Below, you will find answers to the most common questions about the changes.
What changes:
Metric Current Weight New Weight What’s Changing Defect Score (14 days) 10 5 Slightly less weight and refined calculation. Defect Score (35 days) 20 25 Slightly higher weight and refined calculation. Defect Score (95 days) 15 20 Slightly higher weight and refined calculation. Condition Score (35 days) 15 15 Refined calculation for more accuracy. Delivery Score (14 days) 10 15 Local calculation refined; weight increased. Response Time (14 days) 10 5 Less weight; thresholds adjusted. Ticket Lifetime (30 days) – 5 New metric added. CSAT (95 days) 5 5 Same weight; calculation refined. Urgent Score (95 days) 5 5 Same weight; calculation refined. Refunds 5 0 Removed from score calculation. Wrong configuration rate (Penalty) – up to -5 New penalty measure added. Tracking Link Inclusion (Penalty) up to -16 up to -10 Maximum penalty reduced. Cooperation 5 – Default 0; can move positive/negative. What is Changing?
- Product Quality Scores
- Defect score
- Weight redistribution: the 14-day short defect score weight is reduced from 10 to 5 points, while the 35-day mid-term score increases from 20 to 25, and the 95-day long-term score increases from 15 to 20.
- Logic changes: shifting from fixed thresholds to a weighted average approach that considers a seller’s category, grade, and market mix. This takes into consideration different category and grade refurbishment characteristics, as well as seasonality.
- Condition score
- No change in calculation method.
- Thresholds adjusted slightly to reflect current marketplace standards.
- Defect score
- Shipping/Delivery
- Weight increased from 10 to 15 points.
- Delivery score now calculated as:
- Delivery speed (70%) – deliver within SLA; minor short delays have less impact, repeated long delays count more.
- Delivery tickets (30%) – fewer tickets = better score. Proactively track parcels and update customers to prevent tickets.
- Dispatch time no longer counts in the score, but remains required in the Seller Guide to meet timelines.
- National holidays in both seller’s and customer’s country are considered, avoiding unfair penalties.
- Customer Service Quality Scores
- Ticket Lifetime (new) – measures how long it takes to fully resolve an issue, with SLAs depending on ticket type.
- CSAT – survey timing adjusted to better capture real customer experience, no calculation change.
- Urgent Score – now based on number of tickets instead of order items, for fairer comparisons.
- Response Time – reduced from 10 to 5 points.
- Penalties
- Tracking Link Inclusion – max penalty reduced from -16 to -10 points; progressive structure applies. Tracking links must be uploaded on the day of dispatch, within the dispatch time for each product size, as described in the Quality Charter.
- Wrong Configuration Penalty (new) – up to -5 points for wrong device/config tickets.
- Cooperation
- Default = 0. Can increase or decrease by up to 5 points.
Performance Reports
We are updating your reports to give you clearer, more useful insights:
- Smarter dashboards with filters by category, grade and new battery offers
- Service insights split into:
- Issue Resolution Insights (e.g., ticket resolution time).
- Delivery Insights
- Quality insights reworked → see your performance vs. weighted average benchmarks and target benchmarks.
❓ FAQs
- Why are you changing the metrics now?
To better reflect your previous feedback on category and grades, as well as reflect what matters most to customers: product quality, reliable delivery, and fast resolution. Updates make scoring fairer, more accurate, and aligned with satisfaction drivers. - When will the new metrics go into effect?
From October 1st. - Why add benchmarking by category?
To ensure fair comparisons with sellers offering similar products in the same category and grade mix. - Why might my score change even if my defect rate hasn’t?
Because benchmarks may have improved. As platform standards rise, you’ll need to keep pace. - Why is delivery the only local metric affecting the buybox?
Because delivery experiences vary by country, while other metrics are consistent globally. - What is the new ticket lifetime score?
It measures how quickly you fully resolve issues, not just respond. Faster resolution = higher score. - How can I improve ticket lifetime?
Close tickets quickly and completely. Streamline common issues and keep communication clear. - What is the wrong configuration rate?
The percentage of orders shipped with the wrong product or specs. The higher the rate, the bigger the penalty. - Why don’t refunds affect points anymore?
Refunds were already covered in defect/quality metrics. Removing them avoids double counting, but high refunds still hurt related scores. - How will I see new metrics?
Your dashboard will automatically update with revised metrics, benchmarks, and insights. - What if I fall below thresholds?
Your visibility and privileges may be reduced. You’ll also receive alerts and guidance to improve. - How can I improve my delivery score?
- Ship within SLA consistently.
- Upload tracking links the day of dispatch.
- Keep customers updated to prevent delivery tickets.
- What’s the difference between response time and ticket lifetime?
- Response time = speed of your first reply.
- Ticket lifetime = how quickly you fully resolve the issue.
- Will these changes make it harder to reach a high score?
No. Sellers who consistently deliver quality, on-time shipping, and quick resolutions will stand out more easily. Sellers will also be compared against others with the same category and grade portfolio, making comparisons more fair across the platform. - What support will I get?
Updated dashboards, benchmarks, and additional guidance materials (short explanation videos). - Why is the alert process changing?
To support the SPR overhaul and raise product & service quality standards. The new process gives faster, clearer feedback and rewards sellers who act quickly. How is the quality alert process changing for defect and condition rates?
The process shortens from 6 alerts (~5–6 weeks) to 4 alerts (~3 weeks). The first alert already sets a 2-week improvement deadline and outlines consequences.Step Alert Time frame Action / Note ✅ 1 First Alert 1 week Includes improvement window (1 week) + payout adjustment warning ⚠️ 2 Second Alert 1 week Heading towards payout adjustment (if no improvement) 💰 3 Third Alert 1 week Payout adjusted + suspension warning (if no improvement) ❌ 4 Fourth Alert — Potential suspension (if no improvement) - What about the new battery program?
Stricter flow: first alert warns of suspension, and by the third alert suspension takes effect if no improvement is made.
- Product Quality Scores