QUERY FOR DEFECTS UNDER SNAD AND INR

they are saying that the 2% includes the open rate meaning if the buyer even opens a case for INR or SNAD they will count no matter what its a false case or buyer opened it mistakenly or he meant something else hundred different reasons are there but no they will count it as sellers fault and impose penalty if the open rate of cases exceed 2% which is nothing ex if you sell 100 items meaning there are 100 transactions and if 2 returns are opened it will come under 2% criteria and they will penalise you . Please logically think ebay . Cases closed without seller resolution is actually the best parameter to judge if seller is doing good or not . Not this SNAD or INR !!!!!!!