Simpler, more objective seller standards

Why is eBay updating seller standards?Expand

Our ability to capture accurate objective information about transactions has improved over the years, and we are now able to remove some of the more subjective factors in evaluating seller performance. Sellers have told us they want a set of performance measures that are easier to manage and not based on opinions. This update will help protect you from factors outside your control, make your seller performance more predictable, and help you focus on increasing sales and providing great service.

Why is eBay changing the maximum defect rate from 2% to just 0.5% for Top Rated Sellers and from 5% to 2% for all other sellers? Won't this make it more difficult for sellers to meet the standards?Expand

Since we are removing many of the factors previously counted in the defect rate, we also had to recalculate the maximum allowable defect rate accordingly to ensure that we are continuing to recognize and reward sellers who provide great service and setting the right customer service expectations.

These updates impact how seller standards are calculated, but we expect there will be no significant changes in the number of Top Rated sellers. Our intention is to make eBay a more fair, consistent and predictable marketplace where sellers are recognized for delivering great service.

When do the new standards go into effect?Expand

• The new standards will go into effect on February 20, 2016.
• See timeline below for more details:
• November 5, 2015

  Starting November 2015, sellers will have access to a preview in their seller dashboard to help check their progress towards the new seller standards.

• February 20, 2016

  First evaluation with the new seller standards.

  Sellers with 400 or more transactions over the past 3 months will be evaluated based on the past 3 months and sellers with fewer than 400 transactions over the past 3 months will be evaluated based on the past 12 months.

  New returns summary will be added to seller dashboard to help sellers track their overall returns rate.

  Evaluation period for new seller standards.

  For sellers on a 3-month lookback, the evaluation period for both on-time shipping and defect rate will be 3 months. So on February 20th, when the new standards launch, your ratings for both defect rate and on-time shipping will be based on your transactions from November 1, 2015 to January 31, 2016.

  For sellers on a 12-month lookback, the evaluation period for defect rate will be 12 months. So on February 20th, when the new standards launch, your defect rate will be based on your transactions from February 1, 2015 to January 31, 2016.

  For sellers on a 12-month lookback, the evaluation period for on-time shipping will also be 12 months. However, as this is a new metric, we don’t want to retroactively apply these changes. So on February 20th, when the new standards launch, your on-time shipping ratings will be based on your transactions from September 12th, 2015 (the day after seller release) to January 31, 2016. Transactions prior to the seller release will not be included in your on-time shipping metric.

  Note: Lower-volume sellers (particularly those on a 12-month lookback) will have fewer transactions in the on-time shipping metric in the early months, so your rate may vary during the preview period. Over time, as we have more transactions in the calculation, your rate will be more consistent

• May 1, 2016

  Top rated sellers will need to update their listings to offer a minimum 30-day returns with money back in order to qualify for the Top Rated Plus discount and benefits^**.

• May 15, 2016

  First invoice reflecting the new listing requirement for Top Rated Plus discount and benefits.

Why is eBay waiting till next year to launch the changes to seller standards?Expand

We've spoken to hundreds of sellers over the last few months and we understand that most sellers want these updates implemented as soon as possible. However, it's critical that we launch the changes to seller standards as consistently as possible across all regions. In order to do that, we need more time. We also want to give all sellers time to review, prepare and plan for these changes.

What happens if I'm not meeting the minimum performance requirements?Expand

If the only seller performance metric you are not meeting is for on-time shipping, your seller level will remain above standard. However, we may restrict the shipping options your listings can offer, including restrictions on stated handling time. Sellers with these restrictions will be notified accordingly.

If you're not meeting the minimum performance requirements for defect rate or for cases closed without seller resolution, your seller level will be considered below standard and 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.

Will my global performance seller standards also change?Expand

To qualify for Top Rated Seller status for the global standards program, sellers can have a maximum of 0.5% of transactions with defects and a maximum of 5% of transactions with late shipments (that do not meet the new on-time shipping requirement).

To meet minimum performance requirements for the global standards program, sellers can have a maximum of 2% of transactions with defects and a maximum of 10% of transactions with late shipments (that do not meet the new on-time shipping requirement).

How can I see what my performance will be under the new standards?Expand

Starting on November 5, 2015, you'll have a monthly preview in your seller dashboard to track your status toward the new performance metrics.

Your seller dashboard will be updated to reflect the new seller standards when they go into effect on February 20, 2016.

Sellers with 400 or more transactions over the past 3 months will be evaluated based on the past 3 months and sellers with fewer than 400 transactions over the past 3 months will be evaluated based on the past 12 months.

What counts as a seller-cancelled transaction?Expand

Any transaction cancelled through eBay or refunded through PayPal because the seller no longer has the item or chooses not to ship the item will count in the defect rate as a seller-cancelled transaction. Transactions that are cancelled because the buyer no longer wants the item are not counted in the defect rate.

What can I do to avoid seller-cancelled transactions?Expand

Follow these best practices to help avoid seller-cancelled transactions:

• Keep your inventory well stocked. (If you subscribe to Selling Manager Pro, you can set up alerts to tell you when your products are running out).
• If your item becomes unavailable, end your listing immediately.
• Store your items in a safe, secure area to prevent damage or loss.
• If a buyer contacts you to request a cancellation or refund, use the eBay seller cancellation process in and select the appropriate reason for the cancellation.

What counts toward cases that are closed without seller resolution?Expand

When a buyer asks eBay to step in and help resolve an issue with a return request or an item not received request—and eBay determines that the seller is responsible for the issue—it will count as a "closed case without seller resolution", and will be included in your defect rate and will also count toward the separate requirement for closed cases without seller resolution. If eBay closes the case in favor of the seller or determines that no one is at fault—it will not count as a defect and will not impact your seller performance.

How can I successfully resolve return requests so they don't count as defects?Expand

Sellers should try and work with their buyers to resolve return requests without the need for eBay to step in and help. As a seller, after you review the return request, you can choose to offer a full or partial refund, replacement or exchange. If the buyer is satisfied and does not contact eBay for help—the return will not count as a defect. The return request will only count as a defect if the buyer asks eBay to step in and help and eBay finds the seller responsible. If eBay closes the case in favor of the seller or determines that no one is at fault—it will not count as a defect.

What should I do to make sure I meet the on-time shipping requirement?Expand

To meet the on-time shipping requirement, you should focus on providing an accurate handling time in your listing, using the shipping service that is specified in your listing, and making sure you get your package to the carrier within your handling time. You should also upload tracking or use eBay labels for automatic tracking upload.

Shipments are considered on time when eBay has proof of any one of the following:

1. An acceptance scan within your stated handling time, or
2. Delivery confirmation by your estimated delivery date, or
3. Buyer confirmation that your item was delivered by the estimated delivery date

How will eBay confirm on-time shipping if there's no tracking?Expand

If you don't upload tracking or there's no tracking available, we'll ask your buyer to confirm if the item arrived by the estimated delivery date. Buyers will see the question when they go to leave feedback and will be presented with a simple yes/no option to confirm whether the item arrived by the estimated delivery date. You'll be recognized for on-time shipping if the buyer confirms that the item arrived by the estimated delivery date.

How is the new on-time shipping metric an objective measure of shipping performance?Expand

Current seller standards measure shipping performance based on buyer feedback, detailed seller ratings and requests for items not received.

We're changing the way we measure shipping performance based on what you can truly control—shipping your item on time. We'll check objective tracking information to confirm whether your item was shipped within your stated handling time or delivered by the estimated delivery date. You'll be recognized for on-time shipping when tracking shows an acceptance scan within your handling time or a delivery confirmation by your estimated delivery date. If there's no tracking information, we'll ask your buyer a simple yes/no question to confirm whether the item arrived by the estimated delivery date. This new, more objective approach to measuring shipping performance will help protect you from things outside your control such as carrier delays and delivery issues.

Will I still be required to upload valid tracking within my stated handling time on 90% of my transactions for Top Rated Seller eligibility?Expand

Yes, Top Rated sellers will still be required to upload valid tracking within stated handling on 90% of their transactions. Buyers expect tracking information as a part of their online purchasing experience so they can stay up-to date-on the delivery status of their purchase. We want to continue to recognize and reward our Top Rated Sellers for meeting these expectations.

What is an acceptance scan?Expand

When you ship your item, the carrier often scans the package. That scan captures the date the carrier received your item and is included in tracking information as the date of the acceptance scan. That's why it's so important to upload tracking information to eBay for every transaction. eBay uses the acceptance scan date in tracking information, when it's available, to confirm the date you shipped the item. Then, even if the item is delivered late by the carrier, the transaction will be counted toward your performance as on-time shipping.

An acceptance scan is not required for on-time shipping. We look for positive proof that you shipped on time, which can be either an acceptance scan, delivery confirmation or positive response to the buyer question. If we have any one of these, you’re all set and you’ll be recognized for on-time shipping.

What is a delivery confirmation?Expand

The package is scanned again by the carrier when it's delivered. That scan captures the date the carrier delivered your item. When you upload tracking to eBay, that information also becomes part of the package tracking information. If the delivery confirmation indicates the package was delivered within the estimated delivery date, the transaction will be counted toward your performance as on-time shipping, even if there was no acceptance scan within your stated handling time.

What happens if there's no tracking information available to confirm that the item was shipped or delivered on time?Expand

If there's no tracking information to confirm that the item was shipped or delivered on time, eBay will ask your buyer if the item was delivered by the estimated delivery date. If buyer responds the item was delivered on time — you'll be recognized for on-time shipping.

When there's no tracking information available on the transaction and no response from the buyer, the transaction will not be included in the on-time shipping calculation.

Shipments will be considered late only when:

Tracking shows the item was delivered after the estimated delivery date and there's no acceptance scan within your handling time or there's no confirmation from the buyer of on-time delivery, or
Your buyer confirms the item was delivered after the estimated delivery date and there's no acceptance scan within your handling time or there's no delivery confirmation by the estimated delivery date

Why am I required to offer 30-day returns to maintain my Top Rated Seller status?Expand

A good returns policy and quick and easy returns are very important for today's online shoppers. We're updating the requirement for Top Rated Plus listings to include 30-day returns to keep up with the expectations of today's online shoppers. Research shows that online shoppers expect to have at least a month to return their item.*

What can I do to make sure I meet the new seller standards?Expand

Follow these best practices and tips to help meet the new seller performance requirements.

How to help keep your defect rate low:

• Make sure you've got items in stock. If your item becomes unavailable, end your listing as soon as possible.
• If you subscribe to Selling Manager Pro, be sure to set up alerts so you know when your products are running out.
• Resolve issues with buyers promptly before the buyer asks eBay to step in and help.

How to help meet the on-time shipping requirement:

• Always specify an accurate handling time in your listing—one that you are sure you can meet. Handling time is the time between when you receive payment and when you deliver the package to your carrier. Specifying the right handling time helps in setting buyer expectations and increases the accuracy of your estimated delivery time.
• Deliver your package to the carrier within your stated handling time and select the same shipping service as specified in your listing
• Make sure tracking gets uploaded so you can keep your buyers and eBay informed of the shipping status

Helpful tips

• Consider using eBay labels for automatic tracking upload as well as discounted postage.
• Consider using USPS pick-up service for easy pick-up and automatic acceptance scan—USPS will scan and collect your packaged items at your workplace of charge.

More tips for providing great service

• Describe your item accurately, use lots of pictures and include item specifics in your listing to set the right buyer expectations and minimize returns
• Clearly state your return and payment policies in your listing and offer a 30-day returns policy when possible to meet buyer expectations
• Review the new customization features in the returns process to help streamline and expedite returns through automatic approvals, refunds and replacements

Do I still need a high feedback score in order to be a Top Rated Seller?Expand

There is no specific requirement for feedback score. However your feedback score is still displayed to your buyers, and it’s a reflection of your service levels on eBay. So you should still use the insights you receive from feedback to identify opportunities you may have to increase your customer satisfaction.

How does eBay calculate the estimated delivery date?Expand

Estimated delivery date is based on your stated handling time, the selected shipping service, and when you received cleared payment.

What happens if my carrier scans the item after my stated handling time, even if I got it to the carrier on time? Will that be considered late shipment?Expand

We know that sometimes a carrier may scan your item into their system late, or not at all. To take that into consideration, late or no acceptance scan is not, by itself, considered late shipment. If there’s a late acceptance scan—or no acceptance scan at all—we’ll check delivery confirmation and buyer confirmation to determine if the item was delivered by the estimated delivery date. If either the delivery confirmation or the buyer confirmation indicates the item was delivered by the estimated delivery date, you’ll be recognized for on-time shipping.

What happens if delivery confirmation shows the item was delivered to the buyer but the buyer claims it was not received?Expand

If delivery confirmation shows the item was delivered to the buyer’s specified address by the estimated delivery date, we will recognize you for on-time shipping based on the positive delivery confirmation. If the buyer opens a request for item not received, eBay will review the tracking information and will not hold the seller responsible when we have positive delivery confirmation. Which means you will not get a defect for a closed case without seller resolution. (See the table below for what counts as on-time or late shipping).

Will I have access to a report that shows me details on my late shipments?Expand

Starting November 5, 2015, sellers will have access to a preview in their seller dashboard based on the new seller standards. We’ll also include a shipping performance report with details on transactions with late shipments. The report will include details on why the shipment was considered late and specify if it was based on a late delivery confirmation or buyer response.

By when do I need to get my package to the carrier for listings with same-day or one-day handling?Expand

For listings with same-day handling, if the payment clears before the order cut-off time (defaulted to 2pm PDT), you have until 11:59 pm PDT the same day to get your package to the carrier.

If the payment clears after the order cut-off time (defaulted to 2pm PDT), you have until 11:59 pm PDT the next day to deliver your package to the carrier.

Learn more about how to set order-cut off time for your same-day listings.

For listings with one-day handling, you have until 11:59 pm PDT the next business day to deliver the item to your carrier once you receive cleared payment. For example, if you receive an order with cleared payment on a Monday before midnight, and you have specified 1-day handling, you are expected to get the package to the carrier by midnight on Tuesday. There is no order cut-off time for one day handling, but you’ll have a minimum of 24 hours post-payment to get your item to the carrier. Weekends and key holidays don’t count as business days.

See a few examples below:

Learn more about same-day and one-day handling times here.

What should I do if my buyer asks me to delay shipment because he or she is out of town?Expand

We know this happens sometimes, and that you’re doing the right thing by adhering to your buyer's wishes. Just make sure you have proof of your customer’s request through member-to-member communication. If your shipping performance is negatively impacted as a result of the delay in shipping, you can contact eBay Customer Support and we will review and remove the late shipment if we find that it was a result of the buyer’s request.

I sell custom-made or hand-made items, and sometimes need to ship items later in order to customize the order. Does that mean my shipment will be considered late?Expand

For custom or made-to-order items, you should specify a longer handling time in your listing so that you have enough time to customize the order per your buyer specifications. If are unable to meet the handling time because of a buyer’s specific request for customization, or if they are slow in sending you through customization specifics, make sure you let your buyer know via member-to-member messaging that shipment will be delayed, and confirm that the buyer is fine with the delay. If your shipping performance is negatively impacted as a result of the delay in shipping, you can contact eBay Customer Support and we will review and remove the late shipment if we find that it was a result of the buyer’s request for customization.

Do I need to upload tracking within 24 hours after my item ships for the on-time shipping metric?Expand

No, there’s no requirement to upload tracking within 24 hours for the on-time shipping metric. However, we do recommend you upload tracking within your stated handling time so that both your buyer and eBay can stay informed on the delivery status of your item. Top Rated sellers are still required to upload valid tracking within stated handling on 90% of their transactions to qualify for Top Rated seller status.

I always mark my item as shipped. Do I still need to upload tracking?Expand

We recommend that you always upload tracking so that buyers can stay up-to date-on the delivery status of their purchase, and so that we have confirmation via acceptance scan and delivery confirmation to determine on-time shipping.

Is the current maximum requirement 0.30% cases closed without seller resolution changing?Expand

No, we're not changing the current maximum requirement of 0.30% cases closed without seller resolution. This will continue as a separate requirement in addition to the new defect rate and on-time shipping requirement. This requirement will apply to all sellers and reflects the importance of resolving issues with your buyers quickly and effectively.

How will these updated standards protect me as a seller?Expand

The new, simplified standards help protect you from factors outside your control such as carrier delivery delays (so long as you ship within your stated handling time) and subjective buyer feedback. That will help you focus on increasing your sales and improving your customer service. If you make sure the items you list are in stock, satisfy your customers (and working with a customer when an issue arises), and ship within your stated handling time, you will be set up for success.