Service Metrics & Shipping
Access service metrics and peer benchmarks in Seller Hub and expansion of the new eBay labels experience to all sellers.
What you need to know
- Access your service metrics and peer benchmarks in Seller Hub
- Upload tracking to avoid "item not received" claims
- Expanding the new eBay labels experience to all sellers
Service metrics and peer benchmarks are now available in Seller Hub
In the 2018 Summer Seller Update, we announced new competitive insights with service metrics and peer benchmarks that give you additional visibility into the status of your buyers' "item not as described" and "item not received" requests. These service metrics will help you identify listings that aren't meeting buyer expectations and manage your business better. The service metrics dashboard is now live in the Performance tab in Seller Hub. Guidance is available to help you improve your metrics if needed and you can see your specific listings that may need to be updated.
As a reminder, starting October 1, 2018, if you have very high rates of "item not as described" returns you may be subject to additional 4% final value fee in affected categories based on the Service Metrics policy. Maximum fee caps do not apply to the additional 4% final value fees. See our selling fees article for more information on how final value fees are calculated.
Starting November 1, 2018, if you have very high rates of "item not received" requests, you may be subject to extended delivery estimates in affected categories.
Sellers will not be evaluated on a time period prior to June 1, 2018.
To make sure you're meeting eBay's minimum selling requirements, check your seller dashboard regularly.
Service metrics and peer benchmarks FAQs
Why is eBay making this change?
The new metrics can help you identify listings that aren't meeting buyer expectations and manage your business better.
How do I view metrics in multiple categories?
In Seller Hub under the Service Metrics tab, you can view your "item not as described" returns in the dashboard by selecting a "listing site" and "category" from the dropdown menu. Similarly, you can manage your "item not received" metrics in the dashboard by selecting a "listing site" and "shipping category" from the dropdown menu.
How often does eBay calculate these metrics?
Service metrics are evaluated on the 20th of each month.
- Sellers with 400 or more transactions during the last 3 months: You're evaluated on your transactions during the previous 3-month period.
- Sellers with fewer than 400 transactions during the last 3 months: You're evaluated on your transactions over the previous 12-month period.
Sellers will not be evaluated on a time period prior to June 1, 2018 for purposes of either the extended delivery times or additional final value fee.
Why are only some return request reasons included in my "item not as described" rate?
Your "item not as described" request rate will help identify items that do not meet buyer expectations after the sale. All sellers must accept and resolve these types of return requests from buyers when valid:
- "Doesn't work or defective"
- "Doesn't match description or photos"
- "Wrong item sent"
- "Missing parts or pieces"
- "Arrived damaged"
- "Doesn't seem authentic"
In instances where buyers ask to return items they simply no longer want or can’t use, the requests will not be included in your "item not as described" rate. Sellers decide when they list their items whether they want to accept these types of returns, and we encourage you to offer the best customer service you can to meet buyers' needs, including free returns.
Will sellers be protected from fraudulent buyers and false "item not as described" claims?
When buyers get flagged as fraudulent and/or abusive and we believe all of the claims were filed in bad faith, we will remove the transactions from seller calculations. For false "item not as described" we will NOT remove potentially mis-filed returns where we don't see a history of likely intentional mis-filing. All sellers experience these randomly, and peer benchmarks reflect that they happen at a certain rate on average. We want sellers to focus on reducing the preventable returns and not worry about disputing every claim.
Could I be subject to fees for both a below standard performance and a very high rate of "item not as described" returns?
Upload tracking to prevent "item not received" claims
Starting September 10, 2018, you will be required to upload tracking in the structured data field before the estimated delivery date has passed in order to appeal an "item not received" claim. eBay will not protect you from a claim if you send the tracking number to the buyer via email.
Without tracking information, eBay can't protect you because we won't be able to confirm your item was delivered. Tracking also benefits buyers by enabling them to track the status of their deliveries. We will also update the eBay Money Back Guarantee policy with the new guidelines.
Upload tracking to prevent "item not received" claims FAQs
Why is eBay making this change?
eBay can protect you from buyers' "item not received" claims when you provide tracking information because we will be able to confirm your item was delivered. Tracking also benefits buyers by enabling them to track the status of their deliveries.
Where can I find the estimated delivery date for my item?
You can find estimated delivery dates on your View Order details page. You can access this information in Seller Hub as follows.
- Go to Seller Hub
- Click on "See all orders"
- Click on the item
- Select "View order" detail
The estimated delivery date will be located at the top of the page when you open your listing.
If I don’t upload a tracking number to your site prior to the claim being opened, what will happen if an "item not received" claim is opened?
You will be given time to reach out to your buyer to try to resolve their concern. However, if you’re unable to resolve the buyer's concern on your own, and the buyer continues to insist they do not have the item, the claim will be closed against you.
Can I provide a tracking number through member-to-member messages and still be protected from losing an "item not received" claim?
No. We will no longer accept tracking numbers sent through member-to-member messaging. The tracking number must be uploaded to the site. Please see our help page on tracking items you've sold for more information about uploading tracking.
If I have tracking that proves an item was delivered even though there's an "item not received" claim, will you close the claim against me?
No. We have not changed how an "item not received" claim will be handled with valid tracking uploaded that proves delivery.
Coming soon for all sellers—the new eBay labels experience
In the 2018 Spring Seller Update, we announced an easier and more intuitive way to purchase and print labels on eBay. Starting in September 2018, the new eBay shipping labels experience will be available to all sellers. We’ve added new features that will help you make informed shipping choices quickly and easily. They include estimated delivery dates based on shipping service and pricing comparisons. The previous labels experience will be retired in January 2019.
Learn more about the new eBay labels experience.
New eBay labels experience FAQs
Why is eBay making this change?
The new eBay labels experience will provide you with an easier and more intuitive way to purchase and print labels on eBay, and help you meet your customer's delivery expectations.
When will I be able to access the new eBay labels experience?
We have already provided access to a small number of sellers and all sellers will be able to use the new eBay labels experience in September 2018.
Will the new eBay labels experience affect me if I use ShipRush?
The new eBay labels experience will not affect you if you handle your shipping needs through an eBay Shipping Partner Platform.
Will I still get discounted shipping with the new eBay labels experience?
Yes. The new eBay labels experience will not affect the benefits you currently receive with eBay labels, including discounted rates, automatic tracking upload, scheduled pickup, and more.