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Global seller performance standards
In this article
In this article

Global standards overview

Global seller performance standards help highlight sellers who consistently offer excellent service in both their US and international transactions. Sellers from all eBay sites are required to meet the same minimum standards, ensuring that sellers globally are both setting and meeting buyer expectations worldwide. If you sell items to buyers outside the US, UK, or Germany, you can get more information about your global performance on the Global Standards Program view of your Seller Dashboard.

As an eBay seller, providing excellent customer service should be your top priority. You're expected to:

  • Have reasonable shipping and handling charges.

  • Specify shipping costs and handling 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.

For more information on meeting buyers' expectations, see our selling practices policy.

Keep in mind, too, that if you don't meet buyers' expectations, it can lead to:

  • A bad experience for you and the buyer

  • Low detailed seller ratings (DSRs)

  • Negative or neutral Feedback from buyers

  • Cases opened by buyers for items not received or items not as described

Transaction defect rate

The transaction defect rate is the percentage of a seller's transactions that have one or more of the following transaction-related defects:

  • Detailed seller rating of 1, 2 or 3 for item as described

  • Detailed seller rating of 1 for shipping time

  • Negative or neutral feedback

  • A return initiated for a reason that indicates the item was not as described

  • eBay Money Back Guarantee or PayPal Purchase Protection case opened for an item not received or an item not as described

  • Seller-initiated transaction cancellation

Sellers need to maintain a defect rate of 5% or lower to meet minimum global seller performance standards, and a defect rate of 2% or lower to meet global Top Rated Seller standards.

Any case or return that is referred to eBay or PayPal for review and is found in your favor—or found to be no fault of the buyer or seller—won't count against your performance rating. Learn more about cases that count against your seller performance.

The transaction defect rate won't affect your seller status until you have transactions with defects involving at least 8 different buyers, or at least 5 different buyers to impact Top Rated status, within your evaluation period.

All transactions with defects count toward your global performance rating. Only your transactions with US buyers count toward your seller performance rating on eBay.com.

Notes:

  • Sellers can have a maximum of 0.3% of eBay Money Back Guarantee and PayPal Purchase Protection cases closed without seller resolution over the most recent evaluation period.

  • Sellers with 400 or more transactions over the past 3 months are evaluated on their transactions with global buyers from the last 3 calendar months. For all other sellers, the rate is calculated from transactions with global buyers over the last 12 calendar months.

To improve your seller performance rating, follow these best practices for all your transactions, which can also help you achieve Top Rated Seller status. You can also review these tips on becoming a better seller.

To become a Top Rated Seller, you must meet higher requirements than those above.

What happens if you don't meet the standards?

If you don't meet the minimum global performance standards, your search placement will be lowered and there may be limits to your international selling activity until your ratings improve. You may also be restricted from selling items on eBay outside of your domestic market if your performance falls significantly below the minimum requirements. If you have a Premium or Anchor eBay Store and have been below standard for 60 days, your Store may be downgraded to the Basic level.

If your account doesn't meet the standards, you:

  • Need to resolve all issues on the account before buying or selling with other accounts

  • Can't register for a new account

  • Can't use an existing eBay account to avoid buying and selling limits or other policy consequences

Learn more about using multiple accounts.

For guidelines on how to meet buyers' expectations, see our selling practices policy.

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