- Seller News - Autumn 2015
- Updates to seller standards
- Delivery and returns improvements
- Improved shopping experience
- Changes on our international sites
Simpler, more objective seller standards
Simpler, more objective seller standards
We’re updating our seller performance standards to recognise when you deliver a great buyer experience. This means relying more on objective data instead of subjective buyer inputs, making it easier for you to manage your performance.
At a glance
- We’re significantly reducing the number of measures that count towards your defect rate, eliminating subjective buyer inputs and relying more on objective data.
- At the same time, we’re introducing a new late delivery rate metric that reflects your dispatch and delivery performance.
- From 5 November 2015, you’ll be able to preview your performance against these updated standards via your seller standards dashboard.
- These changes come into effect from 20 February 2016.
- From 1 May 2016, we’re also extending the required returns period for eBay Top-rated Sellers from 14 days to 30 days for most listings.
Based on your feedback, we’re introducing a new way of measuring seller performance that’s not primarily based on a buyer’s opinion, making it easier for you to manage your standing and for us to recognise when you give great service.
From 20 February 2016, we’ll evaluate your seller performance standard based on the updated defect criteria and the new late delivery rate metric.
Updates to how we measure defects
From 20 February 2016, the following will no longer count towards your defect rate:
- Buyer Feedback.
- Detailed seller ratings (DSRs).
- Returns requests that are successfully resolved with your buyer.
- Items not received requests that are successfully resolved with your buyer.
Instead, we will use only the following existing criteria to determine your defect rate:
- Seller-cancelled transactions.
- Cases that are closed without seller resolution.
Here is a detailed view of the updated defect rate, effective from 20 February 2016:
|All sellers||eBay Top-rated sellers|
|Maximum percentage of transactions with defects||2%||0.5%|
|Maximum number of unique buyers affected before seller status is impacted||4||3|
|Maximum percentage or number of cases closed by eBay without seller resolution|
0.3% or no more than 2 (no change)
New late delivery rate metric
Buyers want their items delivered on time. With the new late delivery rate metric, we’re measuring delivery performance based on what you control – posting your items on time. If you post items within your stated dispatch time and upload valid tracking information, or your buyer confirms that the item was delivered on time, you don’t have to worry about it affecting your late delivery rate.
If late delivery rate is the only performance metric you don't meet, your seller level will remain Above standard. However, we may restrict your delivery options, including the dispatch times you can offer on your listings. We’ll be in touch to let you know if this affects you.”
An order will be counted as being on time as long as it meets any one of the following criteria:
- Item tracking status shows as ‘Accepted’ within your stated dispatch time.
- Item tracking status shows as ‘Delivered’ within your estimated delivery time.
- The buyer confirms that the delivery was made on time.
Deliveries will be considered late only when:
- You do not upload tracking information and your buyer states that the item arrived after the estimated delivery date.
- Tracking shows that there is no acceptance scan within your stated dispatch time and the item arrived after the estimated delivery date, plus your buyer either does not confirm that the item arrived on time or states that the item arrived after the estimated delivery date.
Late delivery rate metric will be based on the following rates:
|All sellers||eBay Top-rated sellers|
|Maximum percentage of transactions that aren’t delivered on time||9%*||4%**|
|Maximum number of late orders per evaluation period before metric is calculated***||7||5|
|Single Buyer Override||We will only count 1 late delivery per buyer and seller for transactions on the same day|
* To remain Above Standard, you must ensure that the percentage of your deliveries that are late does not exceed this figure. If you do, we may impose dispatch limitations on your account.
** To maintain your eBay Top-rated Seller status, you must ensure that the percentage of your deliveries that are late does not exceed this figure.
*** The late delivery rate metric won’t affect your seller performance status until the corresponding number of orders have arrived late within your evaluation period.
Note: Although you don’t have to provide tracking information, we recommend doing so in order to have more control over your performance.
Updated listing requirement for eBay Top-rated Sellers
Starting from 1 May 2016, you’ll need to offer 30-day returns with money back to qualify for the eBay Premium Service discount and badge. This change will help us to stay competitive as a marketplace – and by offering an extended returns period, you can help build buyer confidence and drive sales.
We recommend you continually review your standard to make sure you’re providing the best possible customer experience. Read our tips on how to keep your defect rate low and make sure you’re meeting our on-time delivery metric.
Frequently asked questions
How do I maintain my eBay Top-rated Seller account status?
In order to maintain your eligibility for eBay Top-rated Seller status, you must continue to meet the eBay Top-rated Seller defect rate requirements and the late delivery rate.
What happens if I don’t meet the minimum late delivery rate?
If you don’t meet the minimum stated late delivery rate for all sellers, this won’t change your seller performance status from ‘Above Standard’ to ‘Below Standard’. However, we may restrict the delivery options available to you, including the dispatch times you can offer on your listings. We’ll be in touch to let you know if this affects you.
How do you know whether dispatch and delivery have been made on time?
We’re partnering with a number of carriers to include additional tracking information in My eBay. When you add tracking information from one of these carriers, we'll measure delivery performance based on your dispatch and delivery times.
If you choose not to provide tracking information, we ask the buyer to confirm that delivery was made on time when they leave Feedback.
Remember, a delivery will be counted as on time if you can show us that the order was either dispatched or delivered on time, or both.
How is the new defect rate a more objective measure of performance?
We’ll no longer count negative or neutral buyer Feedback or detailed seller ratings towards your defect rate, removing the subjectivity of the ratings system. We’ll only display this information to buyers on your Feedback profile page.
What happens if I don’t upload tracking information and the buyer hasn’t let you know whether they received the item on time?
If an item doesn’t have tracking information and the buyer doesn’t respond to let us know whether or not the item arrived on time, the transaction will not be used to calculate your on-time delivery rate.
How do you measure dispatch time?
When your chosen courier receives your tracked package for delivery, the order status will show as ‘Accepted’ in My eBay. This is the point at which we’ll count your package as dispatched.
Why am I required to offer 30-day returns to maintain my eBay Top-rated Seller status?
By offering a 30-day returns window, you’re helping us to stay in line with wider industry standards.
Why are you changing the maximum defect rate from 2% to 0.5% for eBay Top-rated sellers and from 5% to 2% for all other sellers?
Since we are removing many of the factors previously counted in the defect rate, we had to recalculate the maximum allowable defect rate accordingly. These updates impact how seller standards are calculated and we expect there will be no significant changes in the number of eBay Top-rated Sellers.
Any transaction cancelled through eBay or refunded through PayPal because the seller no longer has the item or chooses not to post it after it's been sold is counted as a seller-cancelled transaction and will be included in your defect rate. Transactions that are cancelled because the buyer no longer wants the item are not counted in the defect rate.
When a buyer asks us to step in and help resolve an issue with a return request or an item not received request and we determine that the seller is responsible for the issue, it will count as a “closed case without seller resolution”. This will be included in your defect rate and will also count toward the separate requirement for closed cases without seller resolution. If we close the case in favour of the seller or determine that no one is at fault, it will not count as a defect and will not impact your seller performance.
Why are you waiting until next year to launch the changes to seller standards?
We’ve spoken to many of you over the last few months and understand that you’d like to see these updates implemented as soon as possible. However, it’s important to us that we take time to ensure we launch the changes to seller standards as consistently as possible across all regions. We also want to give you plenty of time to review, prepare and plan for these changes.
Need more help? Get in touch with our Customer Service team.