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Seller performance standards
In this article
In this article

Standards overview

Changes to how we measure your performance go into effect with the August 20th evaluation. Read our Seller Update for details.

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.

Sellers can see how they're performing both domestically and across various international markets in their Seller Dashboard. Specifically, they can view how well they'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 (DSRs)

  • Negative or neutral Feedback from buyers

  • A buyer opening a case in the Resolution Center to fix problems

Detailed seller rating requirements

To meet the minimum performance standards that are required to sell on eBay.com, the number of 1 and 2 ratings you receive on your detailed seller ratings can't exceed a certain percentage of your total transactions with US buyers. Here are the minimum detailed seller ratings requirements all eBay sellers are expected to meet. Percentage requirements apply after the account has exceeded the maximum number of occurrences.

DSR category

Percentage of 1 and 2 ratings

Maximum number of occurrences

Item as described

1%

3

Communication

2%

3

Shipping time

2%

3

Shipping and handling charges

2%

3

To measure your overall performance accurately, we'll count 1 and 2 ratings only if they come from 2 or more buyers within any given evaluation period. If you have more than 400 transactions, 3 or more buyers must leave low detailed seller ratings before they are counted. Also, if the same buyer accounts for more than 80% of your 1 and 2 ratings in a single category, we will only count one low detailed seller rating from that buyer for each applicable category.

In addition to meeting the standards for low detailed seller ratings, you'll be expected to minimize the amount of negative and neutral Feedback received.

If you receive an excessive amount of negative or neutral Feedback, you may be considered to be performing below standard.

Case requirements

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 case escalating to eBay or 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. 

Rates of cases based on

Percentage of cases

Maximum number of occurrences

Closed cases without seller resolution

0.30%

2

Notes:

  • 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.

  • Sellers who do not uphold the return policy stated in their listing may have eBay Money Back Guarantee or PayPal Purchase Protection cases closed in the buyer's favor, which will count against their seller performance rating.

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

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 holistically, excluding a set number of low detailed seller ratings and buyer protection cases based on the number of transactions you've had in the last 12 months. We also consider a buyer's pattern for opening cases and leaving low detailed seller ratings—and protect you when necessary.

Focusing on good customer experiences

  • If you've had fewer than 400 transactions in the last 12 months:

    • We count 1-star and 2-star detailed seller ratings only if they come from 2 or more buyers within any given evaluation period.

    • We count eBay Money Back Guarantee PayPal Purchase Protection cases only if they come from 2 or more buyers within any given evaluation period.

  • If you've had 400 or more transactions in the last 12 months:

    • We count 1-star and 2-star detailed seller ratings only if they come from 3 or more buyers within any given evaluation period.

    • We count eBay Money Back Guarantee and PayPal Purchase Protection cases only if they come from 3 or more buyers within any given evaluation period.

Adjusting for buyers' individual patterns

  • If you've completed between 100 and 399 transactions in the last 12 months:

    • If one buyer accounts for more than 80% of your eBay Money Back Guarantee PayPal Purchase Protection cases we only count one case from that buyer. 

    • If one buyer accounts for more than 80% of your combined 1-star and 2-star detailed seller ratings in one category, we only count one low detailed seller rating from that buyer for the applicable category.

  • If you've completed 400 or more transactions in the last 12 months:

    • If one or 2 buyers account for more than 80% of your eBay Money Back Guarantee and PayPal Purchase Protection cases, we only count one case from each of those buyers.

    • If one or 2 buyers account for more than 80% of your combined 1-star and 2-star detailed seller ratings in one category, we only count one low detailed seller rating from each of the those buyers for the applicable category.

What happens if you don't meet the standards?

If you don't meet the minimum performance standards, your search placement will be lowered and there may be limits to your selling activity until your ratings improve. You may also be restricted 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, 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

Note: eBay monitors the site for sellers who may be creating poor buying experiences at higher rates, in shorter timeframes, or in different areas than sellers identified by the eBay Seller Performance process. These accounts may be restricted, limited, suspended, or have their seller level changed to below standard.

Individual listings with larger than usual numbers of claims, negative or neutral feedback, and low Feedback DSRs may also be removed and shouldn't be re-listed until all problems are fixed.

Learn more about using multiple accounts. For guidelines on meeting buyers' expectations, see our selling practices policy.

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