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eBay Seller Standards

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.

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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. There are differences in the requirements between the US, UK, German, and Global seller standards programs (Australia is in the Global standards program).

You can view your current standard in your Seller Standards Dashboard.

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Minumum performance standards on ebay.com.au All Sellers eBay Top Rated Sellers

Transaction defect rate:

Transactions with one or more of the defects listed below:

   
Maximum percentage of transactions with defects 2% 0.5%
Maximum number of unique buyers affected before seller status is impacted 4 3

Closed cases without seller resolution:

Cases where eBay or PayPal was asked to review the case and the seller was found responsible.

   
Maximum percentage or number of cases closed by eBay without seller resolution (Applies after account has exceeded maximum number of cases.) 0.3% 0.3%
Maximum number of cases closed without seller resolution 2 2

Late shipment rate:

Transactions where you didn't send the item within your handling time OR the item was delivered after the estimated delivery date.
Maximum percentage of transactions dispatched late
Maximum number of transactions dispatched late

 

10%
8

 

5%
5

 

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 asked to step in on an eBay Money Back Guarantee or PayPal Buyer Protection case, and find the seller responsible. Cases closed without seller 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.

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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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If your late shipment rate 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's 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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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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CHANGES TO SELLER STANDARDS

In 2017, we're improving seller standards to help you grow internationally.

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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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