AbeBooks is focused on the health and safety of our employees, and based on regional regulations and social distancing requirements this has resulted in longer than usual response times from Customer Support. Please be patient.
If you have a specific question about an order, we recommend contacting the seller directly. This is often the fastest way to obtain order information. View instructions.
Due to Covid-19, delivery times may be longer than normal in your area. Learn more
Many other questions can be answered by visiting our help center.
Seller ratings are calculated on your order completion rate over the past six months. Completion Rate = (Total Number of Order Items – Unfulfilled Order Items – Returned Order Items) / Total Number of Order Items
For example, if you had 75 orders, rejected 3 of them and had 2 returns, your completion rate would be 93%.
(75 – 3 – 2) = 70 / 75 = 93% completion rate
The completion rate percentages are translated into a five-star seller rating system that is displayed to buyers on AbeBooks:
96 – 100% = *****
90 – 95% = ****
85 – 89% = ***
70 – 84% = **
0 – 69% = *
The minimum standard for Completion is 90% for sellers who have less than one million listings. Sellers who are below the required minimum risk having their account suspended or closed.
This is often an important metric, as many buyers do look for sellers who have a high rating when purchasing. Having a higher seller rating often correlates to higher sales.
If you receive 3 or fewer orders in a 6 month rating period, and any of those orders are rejected or returned, your displayed rating will default to 4 stars. Once you receive 4 or more orders, your star rating will reflect your actual completion rate for the orders received during the 6 month rating period. If you complete all of the orders, for a Completion Rate of 100%, your rating will display as 5 stars, regardless of the number of orders received.
Any attempt to manipulate returns and/or completion rates by issuing refunds outside the AbeBooks system, and/or by a method other than the buyer’s original payment method, is a violation of AbeBooks Policy.