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Product Quality Metrics

Updated

Defect Scores

  • How is the defect score calculated?

    • Short term (14 days): Based on defect tickets created within 14 days of purchase.
    • Mid term (35 days): Based on defect tickets created within 35 days.
    • Long term (95 days): Based on defect tickets created within 95 days.


    💡(Number of defect tickets ÷ Number of order items) in the given timeframe
    = your defect rate

     

    Weighted Peer Average Approach

    Previously, all sellers were compared against general marketplace average across product categories.

    Now, your defect rate is compared against a weighted peer average benchmark that reflects:

    • the product categories you sell in (e.g. tablets, laptops, smartphones),
    • the grades of your items (AA, A, B, C),
    • your market mix, and
    • the sales volume share.

    This ensures your performance is measured fairly against sellers with a similar portfolio.

    How points are assigned (35d rate — updated May 2026):

    • If your defect rate is same as the weighted peer average → you receive 75% of the maximum points (mid-term 35d rate only; 14d and 95d rates remain at 50% of points for meeting the benchmark).
    • If you are ≤40% better than the peer average → you receive full points.


    💯Example (mid-term defect score, max. 25 points):

    • Weighted Peer benchmark = 4% defect rate
      • Your defect rate = 5% (higher than benchmark)→ ~10/25 points
      • Your defect rate = 4% (same as benchmark) → 75% of max points **18/**25 points
      • Your defect rate = 2.4% or lower (≤40% better than benchmark)→ full points 25/25 points


    💡Example (short-term 14d / long-term 95d):

    • Weighted Peer benchmark = 4% defect rate
      • Your defect rate = 4% (same as benchmark) → 50% of max points e.g. 10/20 for 95d
      • Your defect rate = 2.4% or lower (≤40% better than benchmark) → full points 20/20 for 95d
         

  • What is a minimum ticket rule for short term defect score calculation?

    Short term defect score is calculated based on the number of defect tickets / order items in the past 14days.

    As the number of orders and defect tickets within this period is often relatively low, the short-term defect rate can be highly volatile.

    To reduce the impact of this volatility, sellers with fewer than 5 defect tickets in the 14-day period will automatically receive a Short-Term Defect Score of 3 points.

     

  • Which orders are included in the defect score?

    Orders included to the defect score list are orders where the Zendesk ticket topic is either "Refund request > Defective Product" or "Repair/Exchange request > Defective Product", along with all the subcategories e.g. battery, display etc.
     

  • Some devices from the orders in the list are not defective. How to remove them from the list?

    The orders are included in the Defect/ Condition rate lists based on the chosen ticket topic. In case you encounter an order where the ticket topic was chosen incorrectly, please open a request by using the macro app in the Internal note of the respective ticket and submit the request for the ticket topic change.
    Details about the ticket topic change process can be found in the ticket related information section.
     

  • Which orders are in the ticket drills?


    ℹ️All defects reported in the short-term period also affect the mid- and long-term defect scores. That is why long term defect score contains all reported defects of the last 95 days (including the defects reported in the short-term and mid term period).


    ℹ️Orders included in the ticket drills of the mid-term defect score have a lookback period of 37 days (35 days + 2 first days counted from the order date are added as a buffer). Tickets with an order date older than 37 days will no longer be included in ticket drills and will not affect the defect score.

     

  • Why are tickets shown double in the defect ticket drills, if there exists only one ticket? 
    If both the IMEI and serial number are uploaded for the same device, the same order will appear twice in the ticket drills. Please note that while the order is displayed twice, it is not counted twice in the defect score.
    If a device does not have an IMEI number, you can leave the IMEI field empty and enter the serial number only.
     

  • What does mean that defect score is global score only?

    The defect rate is calculated based on a combination of product category, grade, and country. This means that country-specific factors are already built into both the benchmark and the overall points calculation. As a result, displaying separate defect rates per country would be redundant. Instead, a single global defect rate is shown for each market, providing a standardized and comparable performance metric.

    That is why, in performance report, the defect score does not change when viewing different international markets.

     

  • What different product categories are there?

    There are 10 categories total, which are used for the defect rate calculation:

    • Smartphones
    • Tablets
    • MacBooks
    • Other Laptops
    • Audio & Smartwatches

    Newly split from "Other": (since May 2026)

    • Bulky Electronics
    • Accessories
    • Gaming (Consoles)
    • Home & Garden
    • Other (Computer Components + Cameras)
    •  

Condition Score

  • Device Condition

    Device condition is the visual aspect of the device. There are 4 possible grades AA, A, B & C, based on how visible the signs of usage are. Please read through Condition Handbook which will help you to understand the grading guidelines.

     

  • How is the Condition Score calculated?

    The Condition Score is a ratio between the number of condition tickets & order items for specific grade in a timeframe of 35 days. The Condition Score is calculated based on each grade separately, and weighted by the share of the order items of the specific grade.

    • Example of how weighted score is calculated:
      1. calculate condition rate per grade: (number of condition tickets for grade A / no. of order items for grade A )
        4 condition tickets for A grade / 500 order items for grade A = 0,8% condition rate for A grade devices
      • you can find the overview of tickets in the ticket drills in Performance Report
      1. calculation on the background:

      • rates are assigned points - eg. 0.8% condition rate does equal to eg. 10 points

        *please note the points are only for illustration in this example

      1. calculate share of orders items per grade: (500 order items A grade / 800 total order items in the past 35days = share of A grade sold is 62,5%)
      • you can find the finished calculation in the Quality Insight Report
      1. weighted approach:
        multiply the points by the share of the sales of this grade to get weighted points
        10 points (for A Condition Score) * 62,5% (share of A grade sales) = 6,25 points
      2. final addition of weighted scores for final score
      • A points + B points + C points = final Condition Score

      • 6,25 + 5 + 0 = 11,25 points = rounded down to 11 points

         

  • Which orders are included in the Condition Score?

    The Condition Score is based on tickets with the topic "Refunds, Repairs, or Exchanges > More signs of usage than expected," along with all the subcategories.


    ℹ️ Orders included in the ticket drills have a lookback period of 37 days (35 days + 2 first days counted from the order date are added as a buffer). Tickets with an order date older than 37 days will no longer be included in ticket drills and will not affect the Condition Score.

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