We'd like to give you an update on the seller protection measures in place to ensure your Seller Performance is not affected in case of delays or interruptions to postal services that are beyond your control.
Please note, this protection relates specifically to your Seller Performance Standards level. If we observe activity on your account that needs to be verified, we may have to temporarily restrict your account privileges while we work on your case. The required verifications are a key element in helping to create a trusted marketplace and may include: proof of identity, address, inventory or order fulfilment.
Please note, the following seller protection measures have been put in place when evaluating your Seller Performance Standards level:
Your account Seller Performance Standards level will be protected from being downgraded from 20 March until 19 June 2020.
Your Late Delivery rate and seller cancellation Defect rate will be automatically adjusted. We will automatically remove Late Delivery counts, Seller Cancellation defects, and any related Negative or Neutral feedback received for transactions between 1 March to 31 May 2020.
Your item not received count (INR) in Service Metrics and any related Negative or Neutral feedback will be automatically removed for transactions between 1 March to 31 May 2020. We will remove it on the condition that you uploaded valid tracking before the delivery was scanned. The following conditions also apply:
The item was delivered within 10 days of the estimated delivery date if both seller and buyer are in the same country.
The item was delivered within 30 days of the Estimated Delivery Date on international transactions.
We’ll be processing Defect removals and any related Negative or Neutral feedback as quickly as possible. Please be aware that it may take up to a week for them to be removed. There may be a short period of time when this information appears in your account before being removed.
Your account Seller Performance Standards level for the 20 June evaluation will be evaluated based on transactions over the past 12 calendar months up until 19 June 2020 - minus the Defects that were removed. If you’ve sold more than 400 items in the past 3 months, you’ll be evaluated based on the last 3 months up until 19 June 2020 - minus the Defects that were removed.
As always, we want to ensure that we assist you in delivering the best possible experience for your buyers. It’s best practice to keep open and honest communication with your buyers. Please let them know if there will be a delay in delivery and try to ensure that your handling times honestly reflect the current circumstances.
At the same time, we understand there may be situations at the moment where you can’t get an item out the door as fast as you’d like or if you have to unexpectedly cancel an order. We want to reassure you that the evaluation of your Seller Performance Standards level will not be affected by events beyond your control.
