eBay expects sellers to consistently provide service that results in a high level of buyer satisfaction. This includes setting and meeting buyer expectations by providing excellent customer service from beginning to end.
You can see how you're performing both domestically and across various international markets in your Seller Dashboard. Specifically, you can view how well you're meeting buyer expectations with buyers from the United States, United Kingdom, German, and global markets. Learn more about our global seller performance standards.
As a seller, you're expected to:
Charge reasonable shipping and handling costs.
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
Negative or neutral Feedback from a buyer
A buyer requesting a return or reporting that an item was not received
A buyer asking us to step in and help with a transaction issue
Transaction defect rate requirements
The transaction defect rate is the percentage of your transactions that have one or more of the following 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
An eBay Money Back Guarantee request or PayPal Purchase Protection case opened for an item not received or an item not as described
Seller-initiated transaction cancellation
To meet our minimum standard, you can only have up to 5% of transactions with one or more defects over the most recent evaluation period. To qualify as a Top Rated Seller, you can only have up to 2% of transactions with one or more defects over the most recent evaluation period. Only your transactions with US buyers count toward your seller performance rating on eBay.com.
The defect rate won't affect your seller performance status until you have transactions with defects with at least 8 different buyers, or at least 5 different buyers to impact Top Rated status, within your evaluation period.
You can have a maximum of 0.3% of eBay Money Back Guarantee or PayPal Purchase Protection closed cases without seller resolution over the most recent evaluation period. That means the buyer reported they didn't receive an item, asked to return an item, or opened a PayPal Purchase Protection case, you weren't able to resolve it, the buyer asked us to step in and help, and we found you responsible.
Sellers with 400 or more transactions over the past 3 months are evaluated based on the past 3 months and sellers with fewer than 400 transactions are evaluated based on the past 12 months.
Buyers won't see your defect rate. Keep in mind that buyers still see your Feedback rating and all 4 detailed seller ratings.
Feedback that's revised by the buyer from negative to positive doesn't count as a defect. Similarly, neutral feedback or feedback with low detailed seller ratings for shipping time or item as described can be revised so that it doesn't count as a defect.
Cases closed without seller resolution
For the eBay Money Back Guarantee, when a buyer initially starts a return because the item didn't match the listing description or reports that they didn't receive an item, the transaction issue is called a 'request'. If the buyer and seller can't resolve the problem, and the buyer or seller asks us to step in and help with the transaction, the request then becomes a 'case.' For PayPal Purchase Protection, the transaction issue is a 'case' throughout the process.
The number of cases closed without resolution is an important indicator of how well a seller may be meeting buyer expectations on eBay, and is a measure of overall seller performance.
A case closed without seller resolution is any case the seller is unable to resolve with the buyer prior to the buyer asking us to step in and help with a request, or escalating a case to PayPal for review, and eBay or PayPal determines the seller is responsible.
Here are the minimum case requirements all sellers are expected to meet. The percentage requirement applies after the account has exceeded the maximum number of occurrences.
Closed cases without seller resolution
Sellers with 400 or more transactions over the past 3 months are evaluated on their transactions with US buyers from the last 3 calendar months. For all other sellers, the rate is calculated from transactions with US buyers over the last 12 calendar months.
eBay Money Back Guarantee requests or PayPal Purchase Protection cases opened generally count against a seller's performance rating.
You can get more information on cases that impact seller performance.
Fair performance evaluation
To measure your overall performance accurately, we look at your performance as a whole. We also consider a buyer's pattern for opening requests and cases and leaving low detailed seller ratings—and protect you when necessary.
What happens if you don't meet the standards?
If you don't meet the minimum performance standards, we may put limits on your selling activity or lower your search placement until your performance improves. We may also restrict you from selling items on eBay 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, we may downgrade your Store 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
Note: We monitor eBay.com for sellers who may be creating poor buying experiences at higher rates, in shorter timeframes, or in different areas than other sellers, according to these standards. These accounts may be restricted, limited, suspended, or have their seller level changed to below standard.
Learn more about using multiple accounts. For guidelines on meeting buyers' expectations, see our selling practices policy.