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Your publicly displayed Issue-Free Orders rate represents the number of issues reported by your customers divided by the total number of purchases that have been recorded by the conversion tracking code.

For example, if your site has 100 orders and 20 customers rate their experience as great, 10 rate it OK, 3 report an issue, and 67 don’t respond, the formula would work as follows:

1 - (3 [number of issues] / 100 [total orders]) = 0.97 or 97%