26 February, 2016 | 01:27PM GMT
Hello,
From 20 February 2016, we’re changing the way we measure seller performance on eBay.
The new standards make it easier for sellers to manage their performance by using objective data as well as focusing on what matters most to buyers.
As a reminder, once the new standards come into effect, we’ll only use the following criteria to calculate a seller’s defect rate:
- Seller-cancelled transactions: If a seller cancels a transaction due to an item being out of stock or no longer available, then this counts against them.
- Cases closed without seller resolution: If a seller is unable to resolve a case before we close it, this counts towards their defect rate.
Here’s a detailed view of the updated defect rate, effective from 20 February 2016:
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All sellers
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eBay Top-rated Sellers
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Maximum percentage of transactions with defects
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2%
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0.5%
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Maximum number of unique buyers affected before seller status is impacted
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4
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3
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Maximum percentage or number of cases closed by eBay without seller resolution
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0.3% or no more than 2 (no change)
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At the same time, we’ll use tracking information or feedback from buyers to measure how quickly sellers dispatch items with the introduction of a Late delivery rate.
We’re aware, that currently we may not have complete tracking information for some Royal Mail Tracked/ Royal Mail Signed For services, even when sellers upload tracking numbers to My eBay. We’re currently working in partnership with Royal Mail to find a solution. In the meantime, we’ll automatically remove any late deliveries you might incur when using Royal Mail Tracked / Royal Mail Signed For services, as long as you’ve uploaded the tracking number to My eBay. You’ll be protected starting with your 20 February evaluation, taking into account all transactions within your current look-back period. We’ll continue protecting you until 20 May by removing late deliveries one week before each evaluation.
Starting May 1, 2016, listings from Top Rated Sellers must offer 30-day returns to qualify for the eBay Premium Service discount and badge. The additional requirements to receive eBay Premium Service benefits remain unchanged.
Note that, although returns don’t count as defects when successfully resolved with your buyer (without eBay having to step in and help), your overall returns rate will also be shown in your seller standards dashboard. By being able to view your return rate by category, item condition, and purchase-price range, you can better manage - and minimize - your returns.
Sellers should visit their seller standards dashboard in My eBay > Selling to view their seller level and can head over to our Seller Centre for additional tips on how to meet our seller performance standards as well as more details on the Late delivery rate.
Regards The eBay Team |
***Updated: New seller performance standards go live***
