Seller standards are a set of performance measures that reflect your level of service on eBay. These measures reflect on what matters most to buyers; receiving their order on time and effective customer service.
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.
The transaction defect rate takes into account the number of:
Buyers don't see your defect rate, but they still see your Feedback rating and all four detailed seller ratings.
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:
|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|
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).
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.
To meet the minimum standards to sell on eBay.com.au, your shipments over the most recent evaluation period must meet these requirements:
|All Sellers||eBay Top Rated Sellers|
|Maximum percentage of transactions that aren't delivered on time||10%
(less than 8 transactions)
(no more than 5 transactions)
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".
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.
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.
In 2016 we made made changes to the way seller standards are measured. These include:
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.
Keep your late shipment rate low:
More tips for providing great service: