We want to make sure that buyers have a great experience when shopping on eBay, so we try to help sellers provide great service for their buyers. We provide sellers with service metrics and peer benchmarks so that they can see how they are performing compared to other sellers who sell similar items.
You can see your personalized service metrics on your Service metrics dashboard or tab in Seller Hub. Please read our full policy below for additional information about service metrics and peer benchmarks.
Starting on June 1, 2019, we will increase the Final value fee for sellers not meeting performance expectations. Please, learn more.
Service metrics provide you with data on the percentage of your transactions that result in 'item not as described' return requests and 'item not received' requests from buyers. Peer benchmarks are an indicator of how you are doing in these areas compared to other sellers who sell similar items.
Service metrics are evaluated on the 20th of each month. Sellers with 400 or more transactions during the last 3 months: You're evaluated on your transactions during the previous 3-month period. Sellers with fewer than 400 transactions during the last 3 months: You're evaluated on your transactions over the previous 12-month period.
Sellers who have an evaluation rate as Very High (meaning a very high percentage of transactions result in 'item not as described' return requests and 'item not received' requests) might be subject to increased final value fees or time automatically added to delivery estimates.
When a buyer purchases an item on eBay, they expect it to arrive on time and as it was described in the listing. Sellers must create accurate listings and ship items in a timely and secure manner in order to ensure that buyers are satisfied with their purchases.
Return requests for 'items not as described', and 'item not received' requests from buyers can be both time consuming and costly for sellers to resolve. We provide service metrics as a tool for sellers, and staying familiar with your metrics and benchmarks can help you keep these types of requests to a minimum.
Read our articles on how to help buyers with items not received or items that arrived damaged or not as described.
Service metrics include information on the following:
Service metrics are provided for your listings on the following eBay sites:
We evaluate your metrics and peer benchmarks on the 20th of each month. Sellers with 400 or more transactions during the last 3 months are evaluated on their transactions during the previous 3-month period. Sellers with fewer than 400 transactions during the last 3 months are evaluated on their transactions over the previous 12-month period.
Your 'Item not as described' rate is the percentage of your transactions where buyers requested returns for the following reasons:
Your 'Item not received' rate is the percentage of your transactions where buyers requested information about an item that was already expected to have arrived, or where tracking shows the item as delivered but the buyer has not received it.
Peer benchmarks are comparisons of your rates of 'Item not received' and 'Item not as described' requests to other sellers offering similar products under similar circumstances, including selling price, terms of sale, and shipping destination.
Your rate is evaluated as 'Low':
Your rate is evaluated as 'Average':
Your rate is evaluated as 'High' or 'Very High':
If you are evaluated as Very High, the following consequences may apply to your listings on the eBay sites and in the categories or shipping categories where the Very High evaluation applies:
Consequences won't be applied once your rating improves and you are no longer evaluated as Very High.
Note: Your seller performance standards rating is not impacted by your 'Item not as described' or 'Item not received' evaluation rate. To learn more about seller performance standards, see our seller performance policy.