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Shipping Performance Policy — Item Not Received Rate

What you need to know

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.

Best practices

As a seller, shipping your items in a timely and reliable manner is crucial to provide buyers with a great shipping experience. Most of the time when something goes wrong, it is due to delays, inaccuracies, or lack of visibility related to the delivery of an item. You’re expected to follow these best practices:

● Ship items within your specified handling time

● Use reliable shipping providers that offer shipment tracking

● Manage inventory and keep items well stocked

● Charge reasonable shipping and handling costs

● Specify shipping costs and handling time in the listing

● Be helpful, friendly, and professional throughout a transaction

Evaluation metric

The "Item Not Received" or “INR” rate, namely, the percentage of transactions where a buyer reported that the item didn't arrive or was not available for collection.

How are you being evaluated

Evaluation Frequency: Monday on a fortnightly basis.

INR Evaluation Window 1: All paid transactions during a 31 day lookback period commencing 45 days before the evaluation date.

By way of illustration, where the evaluation date is Monday 27 March, we will review all paid transactions during the period commencing Wednesday 8 February and ending Friday 10 March.

Shipping_Performance_Policy_1.png

INR Evaluation Window 2: All transactions with an estimated delivery date that falls within the 31 day period commencing on the immediate past Saturday before the evaluation date.

By way of illustration, where the evaluation date is Monday 27 March, we will review all transactions with an estimated delivery date falling within the period commencing Thursday 23 February and ending Saturday 25 March.

Shipping_Performance_Policy_2.png

Evaluation by Delivery Country

eBay will evaluate your INR% for deliveries to each country listed below, as well as your total performance across all countries.

Delivery CountryINR%
Window1
Market Average INR%
Window1
INR%
Window2
Market Average INR%
Window2
The United States----
The United Kingdom----
Germany----
Australia----
Other Countries (*)----
Total Performance----
(*) All countries other than the United States, the United Kingdom, Germany and Australia.

Evaluation result

  1. Action taken: INR% of window1 or INR% of window2 is higher than corresponding market average INR% and eBay decides to take action.
  2. Non-compliant: INR% of window1 or INR% of window2 is higher than corresponding market average INR% but eBay will hold action this cycle.
  3. Compliant: Both INR% of window1 and INR% of window2 are lower than corresponding market average INR%.

Please note that eBay will start implementing the above evaluation from July 24, 2023. Transactions before July 2, 2023 will not be subject to the evaluation.

FAQs

How can I check my performance?

The evaluation result will be sent to the accounts which are evaluated in each evaluation cycle by email. Please check your accounts status from time to time for any updates.

You will see the evaluation result on a fortnightly basis after this policy launched:

The Status of Shipping Performance Policy – Item Not Received Rate: Action taken

Evaluation Date: 2023/04/09
 

Delivery CountryINR%
Window1
Market Average INR%
Window1
INR%
Window2
Market Average INR%
Window2
The United States0.5%1%0.5%1%
The United Kingdom2%1%0.5%1%
Germany6%1%0.5%1%
Australia////
Other Countries ////
Total Performance0.5%1%0.3%0.9%

Evaluation Status: You may have all of these three status in one evaluation, and multiple actions may be taken. The most serious status will be selected as the result of this evaluation cycle.

Action taken: INR% of window1 or INR% of window2 is higher than corresponding market average INR%.

Non-compliant: INR% of window1 or INR% of window2 is higher than corresponding market average IN% but eBay will hold action this cycle.

Compliant: Both INR% of window1 and INR% of window2 are lower than corresponding market average INR%.

What should I do if my account has been restricted due to performance issues? Will the actions be removed if my INR% improves in the next evaluation cycle?

eBay will still evaluate the INR% performance of your accounts as long as there are eligible transactions. The restriction will be removed automatically once your INR% performance is lower or on par with the market average in subsequent evaluation periods.

Links that may help you

● What to do when a buyer opens an item not received request: please click here.

● Service metrics policy: please click here.

● Seller levels and performance standards: please click here.