Selling Metrics and Shipping

Starting in July 2018, Service Metrics can be found under the Performance tab in Seller Hub.

"Item not as described" and "item not received" metrics will be updated as buyers open cases. The metrics will help you to track your performance in each monthly standards assessment. Peer benchmark assessments will be updated once each month.

We use your recent transaction volume to determine your service metrics.

• If you have 400 or more transactions during the previous three months on an eBay site, we will use transactions from that 3-month lookback period to calculate your service metrics.
• If you have fewer than 400 transactions during the previous three months, we will use transactions from your 12-month lookback period to calculate your service metrics.

We will group your service metrics for each of the eBay sites you list on. For example, we will group service metrics for items you list on ebay.com separately from service metrics for items you list on ebay.ca.

We will also publish service metrics specific to your different lines of business. "Item not as described" rates can vary by the type of products that are sold, so we will publish your rates for each of the main categories you sell in. "Item not received" rates can vary by shipping destination, so we will show your rates for the destinations you sell in, and break them out by domestic rates, and rates for shipments to emerging and mature international markets.

Peer benchmarks more accurately reflect average rates of requests in your lines of business on eBay. This assessment is made by comparing your transactions with the peer benchmark—transactions by sellers of similar products.

To determine your "item not as described" peer benchmark, we group you with sellers that:

• List on the same eBay site and in the same category.
• Share the same assessment lookback period (3 or 12 months), as determined by transaction volume.
• Have a similar "average selling price."
• Sell items with similar item conditions—generally new or not-new conditions.
• Offer a similar return policy—usually returns accepted or returns not accepted policies.
• Sell items with similar buyer-facing delivery estimates.

To determine your "item not received" peer benchmark, we group you with sellers that:

• List on the same eBay site and to ship to the same destination.
• Share the same assessment lookback period, as determined by transaction volume.
• Have a similar average selling price.
• Sell items with similar buyer-facing delivery estimates.

For most sellers, these metrics may help reduce after-sale buyer requests, which are time-consuming, costly to service, and often result in refunded sales. Starting September 2018, for a small group of sellers who have very high rates of after-sale requests the following consequences may apply:

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 sellers to offer the best customer service they can to meet buyers' needs, including free returns.

We automatically adjust your "item not received" and "item not as described" request rate, when:

• The shipment receives a carrier scan within your handling time—even if it arrives late—due to carrier disruption, eBay site bugs, natural disaster, or severe weather.
• Events that are covered by this protection will be posted in seller news announcements.

You can also view Service Metrics for various international eBay sites in the Seller Hub Performance tab.

Use eBay shipping labels to keep track of packages—tracking is automatically included with the service.

If you don't use eBay labels, upload tracking information manually:

1. Go to the "Sold" section of eBay
2. Select the item you want tracked
3. Click the "Add Tracking Number" option and enter the tracking number
4. Enter the carrier name and click "Save"

As a best practice, use the shipping service you selected when you listed, and upload tracking when the item sells.

Yes. You can add a zip code to an existing listing without ending the listing.