I'm not sure that the name of this thread is correct, but I dont know what the program is called, so it's the best I could come up with. Anyways, My LGS recently got sanctioned ( about 6 months ago) , and they received a computer program to figure out who plays who, and the overall rankings in events. I feel the program might have some issues. First off, several times at FNM I have clearly had a better record than someone, ( example: I went 4-0, they went 2-2) and they receive a higher score than me and therefore get more prize support. On other occasions, I beat a person 2-0, Then at the end of the night they rank higher than me. I have talked with the TO about these issues many times, and apparently it has something to do with win percentages ( I.E If i beat someone 2-0, then for they win the rest of the rounds against opponents who won their previous rounds, they get a better score. This somehow still feels a little weird to me, and if anyone who knows the program better than me can explain exactly how it works, and figures out the rankings, that'd be great.
As far as I know, the only program available for download is "Wizards Event Reporter" (WER). I've never had the problem of a 2-2 being ranked higher than a 4-0 or a 3-1. Tiebreakers are determined by opponent match win percentage, your game win percentage, and opponent game win percentage (in that order of importance).
Now I have noticed a problem if the store also uses R-Tools with WER. If they are posting the standings using R-Tools, those can be very inaccurate and I've noticed problems you mentioned where it inaccurately has a person with a worse record being recorded higher then they should. In short R-tools should never be used to determine the final standings of a touranment.
The software they are using is most likely Wizards Event Reporter. This forum isn't really the right place to report possible bugs with the software - your TO is going to be the one who would be responsible for submitting a bug report if there is an issue. If you went 4-0 and someone who went 2-2 got ranked ahead of you, then that is an issue.
On the subject of tiebreakers, those are spelled out in the Magic Tournament Rules, including the order in which they are considered:
The following tiebreakers are used to determine how a player ranks in a tournament:
1. Match points
2. Opponents’ match-win percentage
3. Game-win percentage
4. Opponents’ game-win percentage
The purpose of the tiebreakers is to rank people with the same record, e.g. if two players went 3-1, which one of them did better? While it seems intuitive to decide that based on whether one of them beat the other, that doesn't always work - if Adam beat Beth, Beth beat Chris, Chris beat Adam, and they all went 3-1, who wins?
In the case where you beat an opponent and they came out ahead, it's likely that you had the same overall record but their opponents did better. (For instance, if you both went 3-1 but the rest of your opponents went 1-3 or 0-4 and the rest of their opponents went 3-1 or 2-2, they would have a better opponent match win percentage.) That is used as a proxy to indicate that they beat harder opponents than you did and therefore did better overall.