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. 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.
|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.
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 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.
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.
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".
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 2017, we're improving seller standards to help you grow internationally.
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: