topic Below Standards in Member To Member Support

Below Standards

famu-4021 — Tue, 24 Mar 2026 10:03:48 GMT

Dear eBay Community,

I am seeking advice and guidance from experienced sellers regarding my current seller performance status. My account has recently fallen below standard, mainly due to the Cases closed without seller resolution rate of 0.38%.

I truly value selling on eBay, and I am fully committed to improving my performance and maintaining excellent customer service. Most of the cases that affected my metrics were related to delivery delays or situations where buyers opened cases before I had enough time to resolve the issue directly.

I am currently taking several steps to improve my service, including:

Responding to buyer messages faster
Monitoring orders and delivery tracking more closely
Offering quick resolutions such as refunds or replacements when needed
Improving my dispatch and communication process

I would greatly appreciate any tips, strategies, or best practices from experienced sellers on how to reduce the “cases closed without seller resolution” rate and return my account to Above Standard as quickly as possible.

Thank you very much for your support and advice.

Kind regards,

Farah Murad

Re: Below Standards

tressygirl — Tue, 24 Mar 2026 10:35:21 GMT

We have no access to your account but can paint a picture of your performance from the many negatives and neutrals you have received.

It seems the main issue for your customers, is that the items are not of a great quality, many claiming the items are fake, and also a slow dispatch , your items are based in Croydon so a fast dispatch should not be an issue? I cannot advise on low quality products.

What you have outlined in your steps to improve your service is all we could suggest, so you are walking along a correct path here.

Cases closed without seller resolution? One vital tip is when a case is opened you Must respond either with a full refund or paid return postage if for item not as described, and to do so within 3 days. If you wait longer buyers can escalate, eBay step in force the refund, and here is where you receive those damaging account defects.

Never delay in responding to open cases is the best advice I can offer.

@famu-4021

Re: Below Standards

red_magpie — Tue, 24 Mar 2026 10:39:22 GMT

Your experience illustrates how a seller can have 100% or near 100% positive feedback and five star detailed seller ratings from hundreds of buyers - customer satisfaction rates that anywhere elese would be enviable - yet still fall "below standard" according to eBay.

eBay's own performance rating is massively influenced by measurable criteria like dispatching items on time and resolving buyer issues promptly. These are what you need to concentrate on. And epecially to avoid buyer dispute cases being closed without seller resolution. This is not rocket science - bascally it means responding to cases within the time limit, and often gritting your teeth to accept returns which may seem to you unjustified. Because the reality is that if the buyer escalates it to eBay they will almost certainly find in their favour, which means another nail in the coffin for your performance status.

Years ago eBay released a rare public statement that "providing a good experience for buyers would be their first priority". How true this has been. This is nowhere more exemplified by the fact that even the worst, abusive or dishonest buyers are guaranteed to receive nothing less than 100% positive feedback, whilst even good sellers can see their performance standard dragged down by a tiny minority of problem sales.

This is all the more galling given the number of complaints we receive about eBay's own customer service. If they allowed users to rate this, eBay would never get anywhere near to the satisfaction levels they demand of their sellers.