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Seller standards are a set of performance measures that reflect your level of service on eBay. These measures reflecton what matters most to buyers; receiving their order on time and effective customer service.

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WHAT ARE EBAY SELLER STANDARDS

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eBay Seller Standards are performance measures used to measure Seller Level. They include a transaction defect rate, late shipment rate and cases closed without seller resolution. Each of these ratings is calculated as a percentage of total transactions and your current Seller Level is evaluated monthly, based on your performance in these areas. You can view your current standard in your Seller Dashboard.

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TRANSACTION DEFECT RATE

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The transaction defect rate takes into account the number of:

  • Seller-cancelled transactions due to items being out of stock or unable to fulfilled for any other reason.
  • Cases that are closed without seller resolution. This includes eBay Money Back Guarantee and PayPal Buyer Protection cases that sellers haven’t resolved and either eBay or PayPal has found in favour of the buyer.
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IMPORTANT

Buyers don't see your defect rate, but they still see your Feedback rating and all four detailed seller ratings.

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CASES CLOSED WITHOUT SELLER RESOLUTION

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Sellers should try and work with their buyers to resolve return requests without the need for eBay to step in and help. As a seller, after you review the return request, you can choose to offer a full or partial refund, replacement, repair or exchange. If the buyer is satisfied and doesn't contact eBay for help, the return won't count as a defect.

A case closed without seller resolution occurs when eBay or PayPal are requested to review an eBay Money Back Guarantee or PayPal Buyer Protection case, and find the seller responsible. Cases closed without resolution will count as a transaction defect and also as an individual measure of seller performance. 

If we close the case in favour of the seller or determine that no one is at fault, it won't count as a defect and won't count against your performance rating.

To meet the minimum standards to sell on eBay.com.au, your transactions over the most recent evaluation period must meet these requirements:

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  Minimum Standards eBay Top Rated Sellers
Maximum percentage of transactions with defects 2% 0.5%
Minimum number of unique buyers affected before seller status is impacted
 
Less than 5 No more than 3
Maximum percentage or number of cases closed by eBay without seller resolution
 
0.3% or no more than 2 0.3% or no more than 2

 

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IMPORTANT

You’ll only receive a defect if the percentage of transactions with defects has affected 5 or more of your buyers (4 for eBay Top Rated Sellers).

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LATE SHIPMENT RATE

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The late shipment rate is the percentage of your transactions that were sent after your stated handling time, or not delivered by the estimated delivery date.

Shipments are considered late when:
  • Tracking shows the item was delivered after the estimated delivery date and there's no acceptance scan within your handling time, OR
  • The buyer confirms that the item was delivered after the estimated delivery date and you don't have tracking or a Delivery Confirmation number that shows it was on time.
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To meet the minimum standards to sell on eBay.com.au, your shipments over the most recent evaluation period must meet these requirements:

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  All Sellers eBay Top Rated Sellers
Maximum percentage of transactions that aren't delivered on time 10%
(less than 8 transactions)
5%
(no more than 5 transactions)
 

 

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If the percentage of late deliveries exceeds 10%, we may restrict the options you have available for handling times. However, this won't cause you to drop "Below Standard".

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PROVIDING PROOF OF DELIVERY

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An Acceptance scan

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Your carrier should scan the postage label when you take your package to them or when they pick it up. If that scan is within your stated handling time, the shipment is considered on time.
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Delivery Confirmation

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If the tracking scan shows the item was delivered by your estimated delivery date, the shipment is considered on time.
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Buyer Confirmation

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If you're not using a tracked service – or if we haven't received those indicators – your buyer will be asked if the item arrived on time. If the buyer answers yes, the shipment is considered on time.
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Find out more about late shipment rate

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IMPORTANT

Only tracking details from postage labels printed on eBay are counted automatically. For all other shipments, the buyer will be asked whether the item was delivered within the estimated delivery date. If you uploaded tracking information showing that the shipment was on time, contact Customer Service about removing the late shipment.

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TIP

Handling time is the time between when you receive payment and when you deliver the package to your postal carrier. Specifying the right handling time helps to set buyer expectations.

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RECENT CHANGES TO SELLER STANDARDS

Changes were made earlier this year to the way seller standards are measured. These include:

  • Buyer Feedback and detailed seller ratings are not included in the defect rate.
  • Returns don't count as defects when you resolve the issue with your buyer.
  • "Item not received" requests don't count as defects when you resolve the issue with your buyer.

Read more here

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WHY EBAY USES SELLER STANDARDS

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Our sellers standards ensure that buyers have a retail-like experience that will keep them coming back. We hold sellers accountable on things they control: sending items within their specified handling time, making sure the item is delivered to the buyer as described in the listing and resolving customer issues promptly.

If you consistently offer excellent service to your customers and exceed the minimum standards you'll be rewarded with greater exposure for your items in search results.

Our standards include protections to prevent individual buyers from impacting your standard in order to evaluate performance fairly.

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BEST PRACTICES FOR ACHIEVING SELLER STANDARDS

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FAQs

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