We'd like to give you an update on the seller protection measures in place to ensure your Seller Performance is not impacted in case of delays or interruptions of postage services that are beyond your control, during these unprecedented times.
Your account Seller Performance Standards level will be protected from being downgraded from 20March until 19 June 2020.
Your Late Delivery rate and seller cancellation Defect rate will be automatically adjusted. We will automatically remove your Late Delivery count, Seller Cancellation defects, and related Negative or Neutral feedback received for transactions between 1 March to 31 May 2020.
Your item not received count (INR) in Service Metrics, along with any related Negative or Neutral feedback, will be removed automatically for transactions between 1 March to 31 May 2020. This will be done as long as valid tracking was uploaded before the delivery is scanned and the following occurred:
On transactions where both seller and buyer are in the same country, the item was delivered within 10 days of the estimated delivery date.
On international transactions, the item was delivered within 30 days of Estimated Delivery Date.
We will be processing these defect removals and related Negative or Neutral feedback as frequently as possible. However, it could take up to a week for them to be removed, so there may be a period of time where you see those on your account.
Your account Seller Performance Standards level for the 20June evaluation will be evaluated based on transactions over the last 12 calendar months up until 19 June 2020, minus the defects we removed. However, if you’ve sold more than 400 items in the past 3 months, you’ll instead be evaluated based on the last 3 months up until 19 June 2020, minus the defects we removed.
As always, we want to make sure that we deliver the best possible experience for your buyers. Please ensure you continue to deliver a great product aligned to your buyer’s expectations. 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 normal or you have to unexpectedly cancel an order. We want to reassure you that you won’t be penalised for being unable to carry out usual operations that are beyond your control.
