OK, I got it now. When a refund is issued through the Resolution Center, it will count against the buyers refund rate. It's calculated based on the dollar amount refunded/dollar amount spent, not by the number of transactions refunded/number of transactions. Whatever that calculation comes to is the second value, y, the buyer's refund percent.That it's 0 for all of your buyers is because none of them have had a refund issued before. At least not through the Resolution Center.Also, if you click on that x/y% link, you can see the buyer's stats (Total transactions, Total spent, Refund rate, Auto-finalize rate and how long they've been a member). If the order end's up in Resolution Center, you will be able to see these stats again.MJMuse