17 September, 2018 | 12:22PM BST
In Autumn’s business seller update , we introduced a new Service Metrics dashboard to help you to manage “Item not as described” and “Item not received” return requests.
In this update we also announced that, starting 1 October 2018, we’d apply an additional 4% final value fee surcharge to sellers whose “Item not as described” return requests were rated as “Very High” in the applicable categories compared to sellers who: list on the same listing site; sell in the same category; have a similar transaction volume; have a similar average selling price; list items of a similar average item condition; and provide similar average delivery estimates.
A quick recap on why we’re doing this: When someone has a poor experience buying on eBay, it’s bad for the marketplace overall. Poor experiences dent buyer confidence, making it less likely someone will return to eBay and ultimately that’s bad for future sales. Disputes with buyers can cost significant time and money to resolve.
While we want to reassure you that this surcharge will likely only affect a very small number of sellers, we also want to give all sellers the chance to really understand their performance and improve before we apply these consequences.
As a result, we won’t be applying the surcharge to sellers directly listing on eBay.co.uk who are rated “Very High” in the applicable categories until 1 February 2019. This is to give you the time to get to know the Service Metrics tools and dashboard and to take the opportunity to improve your rating if necessary.
In the coming weeks, we’ll also provide new guidance on how the Service metrics work, and video tutorials to explain how the metrics can be used to inform your selling practices on eBay.
We’ll still continue to reach out to sellers who are rated “High” and “Very High” on a monthly basis to inform them of their Service metrics rating and a chance to improve their rating.
To learn more about Service metrics, please visit our Seller Centre page.
Thanks,
The eBay Team
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