Seller Performance and Service Metrics

Part of keeping eBay a great place to buy and sell means holding sellers to account for providing great customer experiences. We use seller levels and service metrics to measure how well sellers are meeting customers’ expectations.

What are the Seller Levels?

There are three seller levels on eBay:

  • eBay Top Rated – You're one of the best sellers on eBay, providing a great experience
  • Above Standard – You meet our seller requirements and look after customers well
  • Below Standard – You don't meet our minimum seller performance requirements

Your Seller Dashboard

You can check your seller level and see recommendations to improve your performance via your Seller Dashboard available from the Account tab of My eBay.

We evaluate sellers on the 20th of each month. Your evaluation is based on your last 12 months of sales or last three months if you’ve sold more than 400 items during that time period.

Go to your Seller Dashboard

Evaluating Seller Level

Transaction Defect Rate
Cases Closed Without Resolution
Late Shipment Rate

A defect occurs when there was either a case closed without resolution (eBay or PayPal asked to step in and you are found responsible) or you cancelled a transaction. You can check your open cases in the eBay Resolution Centre.

Go to the Resolution Centre

What happens if you fall Below Standard?

If your account falls below standard, that means you’re not meeting our minimum seller expectations .  To help you stay focused on improving your performance, we’ll defer any performance-based selling limits or restrictions on your account for 3 months.

On your Seller Dashboard, we’ll provide you with clear, actionable guidance on how to resolve issues that may have caused your standard to fall, and how to get back on track.

We’d recommend you take this seriously, and do your best to fix whatever went wrong as quickly as possible. During your 3 month grace period, you’ll still be subject to lower search placements, fund holds, loss of Featured or Anchor Store privileges and a higher percentage rate for final value fees. If you’ve violated any of our other policies, you may still receive selling limits or restrictions on your account.If after 3 months your status is still Below Standard, but you’re showing improvement, we’ll continue to defer any restrictions or limits on a monthly basis. Showing improvement means your defect rate or rate of cases closed without seller resolution (or both) is lower than when you first fell Below Standard.

 

If you’re not showing improvement, you may be subject to selling and listing restrictions.

Service metrics policy

Service metrics include information on how often you receive return requests for "items not as described" or buyer requests for "items not received", and how you compare to similar sellers. You’ll also see insights into why your buyers are making these requests and tips to help reduce rates of these requests.

You can monitor your service metrics and peer benchmarks on your Service metrics dashboard in Seller Hub.

View the Service metrics policy