Recovery Medal

Hi,

I dont get why I need a recovery medal and I think there is a bug. Here are my stats:
* 19 Sales
* 3 Cancellation Requests by Seller
* 1 Refund Requests from Customers
* 4 Refunds to Customers

4/19 = 21 refund rate

Now my questions:
1. Why does my profile say 73% positive sales history. Should it not be 79%?
2. Only 3 refunds were initiated by me. 1 refund was initiated by a customer, who bought the booking by mistake. So why am I being held accountable?

Can you help me with these? If the math is clean, I would like to initiate a Recovery Medal.