You can view your seller performance on Seller Dashboard. You can find it in Seller Hub > Performance > Seller Level, or follow the quick link.
To ensure great buyer experience, eBay evaluates every seller’s performance and assigns seller levels accordingly. What can you do if your account has got a Below Standard level, and now you are facing selling restrictions and other consequences? Here you will find some tips and recommendations on how to improve the situation and build customers’ loyalty.
Your seller level is based on your sales history and the quality of service you provide to your buyers. It is determined monthly, based on three service performance metrics: transaction defect rate, cases closed without seller resolution, and late shipment rate.
Your service metrics show you how you’re performing compared to similar sellers.
Below Standard level means:
- Your items may be placed lower in search results
- You won’t be able to access Promoted Listings
- eBay may limit or restrict you from selling on the marketplace
- eBay Store subscription may be downgraded to the Basic level
- You will be charged additional fees
- Funds from your sales may be withheld
- You won’t be able to use the partial refund tool
What you can do now
1. Check your service metrics to see how your peers are performing
See how you measure against other sellers by looking at your service metrics for a true apples-to-apples comparison with the rest of your peer group. What can you improve to be on a par with them?
You can compare reasons for your returns directly with your peers. If you drive a higher-than peer-group-service metric, for example, “Items not received”, you may want to extend your delivery time so that you have more time to fulfill orders. If your items often arrive damaged, pay more attention to packing them securely for shipping. Whatever the reason is, find a way to minimize returns and increase your buyers’ satisfaction with your items.
Make sure you check your service metrics dashboard often so you can continue to improve your business operations.
Your peers are sellers who sell similar items at similar prices on the same eBay site, have a comparable volume of transactions, similar estimated delivery dates and use the same postage category.
2. Check eBay’s suggestions in your Seller Dashboard
If your designation is Below Standard, eBay will suggest actions on how to get back on track. Use Best Practices to improve your service and your seller level.
3. Review feedback from buyers
Your buyers can rate their experience with you and leave feedback. Review these regularly and respond to them quickly. Try not to take feedback personally; it’s a useful tool for your business’ growth. It highlights the areas where you need to improve.
4. Read more about seller levels and performance standards
In this article, you will find tips on reducing Item not as described and Item not received requests and ideas on how to improve your service metrics rating, best practices, and more details about eBay policies.
Please note: starting from July 24, 2023, eBay will launch the Shipping Performance Policy — Item Not Received Rate.
Sellers with a higher than market average “Item not received” rate may be subject to a range of actions, such as eBay ending or removing your listings, enforcing buying or selling restrictions, adjusting your selling limits and/or suspending all relevant accounts. For more information, please read the article: Shipping Performance Policy — Item Not Received Rate.
Top 3 things to improve in the nearest future
Have accurate inventory
A defect is added to a seller’s account if they cancel a buyer's purchase because the item is not in stock. Here’s what you can do to avoid such defects:
- Closely manage your inventory. If your stock levels change, end your listing or update the quantity as soon as possible
- Check eBay’s restock advice. Go to the Listings tab in Seller Hub to see which listings are running low
- Enable eBay’s out-of-stock feature. If you use multi-quantity, fixed price listings, this feature automatically hides listings when the stock quantity falls to zero.
Respond to any claims within 3 business days
When a claim escalates and eBay is asked to step in with an item eligible for eBay Money Back Guarantee, and you’re found to be responsible, this is called a case closed without seller resolution. This is counted as part of your transaction defect rate because a percentage of your transactions have been closed without you resolving them. To help you avoid these cases:
- Describe your item accurately. Use pictures, add a video, and include specifics in your listing, so your buyers know exactly what to expect
- Provide clear return and payment policies in your listing
- Work with your buyer to resolve issues promptly
Send your items on time
Late delivery rates are determined by the percentage of transactions that you either sent after the dispatch time stated in your listing, or were not delivered by your estimated delivery date. eBay will only consider a delivery as late if:
- Tracking shows the item was delivered after the estimated delivery date, unless there's an acceptance scan within your dispatch time or there's confirmation from the buyer of on-time delivery
- The buyer confirms the item was delivered after the estimated delivery date, unless there's an acceptance scan within your dispatch time or there's delivery confirmation by the estimated delivery date
Other ways to improve your seller performance:
- Charge reasonable shipping costs
- Specify shipping costs and dispatch time in the listing
- Follow through on your return policy
- Respond to buyers' questions promptly
- Be helpful, friendly, and professional throughout a transaction
- Make sure the item is delivered to the buyer as described in the listing
Use these recommendations to improve your customer service and boost your bottom line. The data in the Performance tab of Seller Hub will help you maintain high seller standards and eventually improve your seller level.
You may be also interested in:
Item not received issues
What to do, for example, when you’ve done everything properly, but the buyer didn’t receive the item and has opened a request. Learn how to handle situations like this, how to resolve them correctly and how to avoid these situations in future.
Handling payment disputes
Your buyer may open a dispute with their payment institution if they believe there's an issue with their order. Learn how to handle a payment dispute as an eBay seller.
Appeal a defect
A seller’s reputation on eBay is an important factor in building a successful business. For this reason, eBay always wants your seller performance ratings to properly reflect the service you provide to your buyers, and will adjust them in situations where you are found to be not at fault.
eBay protects not only buyers, but sellers as well. Find out what Seller protection is and what criteria the transactions should meet.
How buyers’ feedback affects your feedback metrics
eBay guarantees a high quality service provided by sellers with the help of two seller evaluation systems. Let’s have a look at the ABCs of the role of buyer’s feedback in each of them.
Shipping Performance Policy — Item Not Received Rate
Starting from July 24, 2023, eBay will launch the Shipping Performance Policy — Item Not Received Rate. Sellers with a higher than market average “Item not received” rate may be subject to a range of actions, such as eBay ending or removing your listings, enforcing buying or selling restrictions, adjusting your selling limits and/or suspending all relevant accounts.