Requirements for Invalid Seller Rejection Rate (ISRR) Metric
Key Points
- Invalid Seller Rejection Rate (ISRR) measures the percentage of eligible seller-reviewed aftersales requests in which the seller’s rejection is later determined to be invalid.
- An Overall ISRR of 20% or higher triggers a warning.
- In certain cases, a high ISRR can result in platform-managed reviews for specific return requests.
- ISRR is evaluated weekly over a rolling 8-week window.
Invalid Seller Rejection Rate (ISRR)
Invalid Seller Rejection Rate (ISRR) measures the percentage of eligible seller-reviewed aftersales requests in which the seller’s rejection is later determined to be invalid. It is calculated over a rolling 8-week window and evaluated weekly.ISRR equals the number of eligible seller rejections later determined to be invalid, including unsuccessful seller appeals, divided by the number of eligible seller-reviewed aftersales requests, multiplied by 100.
NOTE: ISRR applies only when both the numerator and denominator are greater than 10.
Included in the US ISRR calculation
- Measures seller review quality for seller-responsible aftersales decisions
Excluded from the US ISRR calculation
- Excludes logistics-related reasons
- Excludes Malicious Buyer/Buyer Abuse cases
- Excludes High Value Buyers - Platform Judgement cases
- Excludes Auction/Final Sale Policy buyer-fault scenarios (buyer-fault reasons not applicable)
ISRR Requirement
Sellers are required to maintain an ISRR under 20%. An ISRR of 20% or higher can trigger a warning. For Refund-only and Return and Refund requests, ISSR must be under 30%.Platform Reviews
If a seller exceeds the ISRR thresholds, eligible requests in that scenario will have mandated platform-review for after-sales requests.Sellers will continue to review each request first, but if they reject an after-sales request, the platform will review the rejection decision based on evidence provided by both the seller and the customer.
Appealing ISRR
Eligible platform-initiated, after-sales decisions may be appealed through the standard appeal process.Appeal eligibility applies to the individual decision, not to the ISRR metric. Sellers cannot appeal the ISRR metric, but they can appeal the platform-initiated, after-sales decisions that contributed to their ISRR.
Sellers are able to appeal after-sales requests during the platform-managed review period. See How to Manage Your Invalid Seller Rejection Rate (ISRR) for more details on how to appeal.