Excluding an Order From Your Completion Rate

Calculating Ratings:

Returns and rejected orders are counted against your completion rating, with the following exceptions:

• "Buyer does not want item" returns.
• Partial refunds.
• Incomplete sales (Seller-direct orders where you don't receive payment from the buyer.)
• Buyer cancellations before shipping.

Exclusions:

You have the option to exclude up to 3 orders from your completion rating in a rolling 12-month period. These orders are removed from your order total; for example, if you receive 100 orders and exclude 1, the order total upon which your Completion Rate is based will be reduced to 99.

To exclude an order from your Completion Rate calculation:

1. [Sign on] to your AbeBooks account.

2. Select [Your Sales] from the Members Menu.

3. Click [View Your Completion Rating].

4. Use the Month drop-down menu to find the month that the order was placed in.

5. Click the [Unfulfilled] or [Returned] order count to find the order.

6. When you find the order in the order list, click the [Request status change] link on the right side of the page.

7. Enter your comments for the request, and click the [Submit] button. Confirm your request on the next page.

Please be sure to include specific details about your exclusion request as Customer Support will refer to this information if you have any questions later.

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