Overview of Seller Performance Standards

eBay is constantly working to provide a convenient and advanced online business platform for our sellers. In return, we ask that sellers strive to offer top notch services that ensure consistent buyer satisfaction. eBay keeps an eye on your efforts with your personal report card. We call this the Seller Performance Standards.

We want you to be a high performing seller so please view your Seller Dashboard for tips on how you can make sure you’re providing the best service possible to your customers.

To view your Seller Performance Standards, please go to My eBay > Account > Seller Dashboard

Or you can visit https://dashboard.ebay.com.sg/

  • Top Rated: You’re one of the best sellers on eBay, providing an exceptional quality of customer service as well as meeting minimum sales requirements for the Top Rated Seller level. If you’re a Top Rated Seller, you’re also eligible for the Top Rated Plus listing benefits as long as you meet the listing qualifications.
  • Above Standard: You’re meeting our minimum standard for sellers and looking after your customers well.
  • Below Standard: You’re not meeting one or more of our minimum requirements for customer service quality.

To maintain an excellent SPS, sellers need to ensure that they are Above Standard in all regions that they sell in.

If you’re not meeting our minimum performance standards, we may place restrictions on your account.

We evaluate your performance on the 20th of every month.

The length of time we look at in each evaluation depends on how many recent transactions you’ve had.

  • If you’ve had 400 or more transactions in the last three months, you’re evaluated over that three-month period.
  • If you’ve had fewer than 400 transactions in the last three months, you’re evaluated on the past 12 months.

These timelines help us make sure we’re evaluating you as fairly as possible. We also consider a buyer’s pattern for opening requests and cases and leaving low detailed seller ratings—and protect you when necessary.

Here’s an example on how the monthly evaluation works.

Let’s say today is 20th March 2018. And you have had a total of 1,000 transactions in the past 3 months from 1st Dec to 28th Feb. But you only had 200 transactions with buyers registered in the US.

In this case, for the March US evaluation, you will be evaluated based on transactions, defects, etc of 12 months. For example, from 1st March 2017 to 31st March 2018.

You should:

  • Promptly resolve customer issues
  • Ship items on time, within your specified handling time
  • Manage inventory and keep items well stocked
  • 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

You should avoid:

  • Not meeting the late shipment rate requirements
  • Exceeding minimum requirements for defect rate
  • 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

Understanding the 3 levels of Seller Performance Standard

Your seller performance standards can positively or negatively affect your eBay business. Striving to consistently be at the top of your game is always the recommended eBay way. Here we will explain how the different levels can impact your selling story.

As a Top Rated Seller, you are recognised as one of the best with exceptional customer service and a stellar reputation. As long as you continue to meet the minimum sales requirements and listing qualifications, you may be eligible for the Top Rated Plus benefits.

As an Above Standard seller, you are meeting our minimum requirements and serve your customers well. You will also be eligible for an expanding list of benefits such as Promoted Listings Standards and more.

The consequences of falling Below Standard can include:

  • Your items may be placed lower in search results
  • We may limit or restrict you from selling on your account and related accounts, or from registering a new account
  • Funds from your sales may be held
  • You’ll be charged a higher percentage rate for final value fees
  • You will be blocked from using the Promoted Listings tool, and will not be able to create new campaigns or edit existing campaigns
  • We may downgrade your eBay Store to the Basic level if you’ve been Below Standard for more than 60 days
  • You’ll be unable to access the partial refund tool

Permanent selling restrictions will usually be applied when your account has been evaluated as Below Standard for at least 2 consecutive months. However, if there are any urgent issues on your account (e.g. fraud), we may take action at any time.

If we apply any limits or restrictions on your account, we’ll send you an email to let you know.

Below Standard (BSTD) Above Standard (ASTD) eBay Top Rated Seller (eTRS)
Immediate 20-50% drop in visibility of your listings Sell as per normal Approx. 20% increase in visibility of your listings
From March 2022, BSTD sellers will pay 6% additional Final Value Fees on their transactions No penalties or benefits 10% off Final Value Fees on your transactions offering 1 day handling time and >30-day free returns
If your Standards don’t improve month-on-month, you may face selling restrictions No Change Top Rated seal displayed on your listings
If you stay BSTD for >60 days, your Premium or Anchor Store may be downgraded to Basic No Change No Change

Keep a close eye on your performance:

For additional insights into a seller’s performance, buyers can also view your detailed seller ratings. This is a breakdown of how you’ve been rated by your buyers in the following areas:

Item description: How accurately was the item described?

Communication: Did you communicate well with your buyer?

Shipping time: How quickly did you send the item?

Shipping and handling charges: Were the costs reasonable?

You can view your detailed seller ratings on your feedback profile page. You’ll find stars next to the four different areas, with 1 star being the lowest rating and 5 stars being the highest.

How your performance is calculated

Your seller performance level is calculated by looking at your:

  • transaction defect rate
  • cases closed without seller resolution/seller initiated cancellations
  • late shipments
  • tracking validation

To check your performance:

When you are unable to deliver on a service metric, it is marked as a defect. This can greatly affect your performance as an eBay seller. A bad defect rate can be subject to search penalties, selling limitations, eBay store downgrades and even higher fees.

How the defect is calculated per affected transaction:

Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of transactions with defects 2% 0.5%
Maximum number of unique buyers affected before seller status is affected 4 3

There are 2 types of disputes that can be filed that require your prompt response. If you do not respond to the cases and they are closed without seller resolution with eBay deciding in favour of the buyer, this is a defect.

  • Item not Received
  • Item not as Described

When you initiate a cancellation because the item is out of stock, it also counts as a defect.

Tips to avoid these issues:

  • Choose a reliable shipping courier with tracking capabilities.
  • List your item with clear descriptions, photos and specifics.
  • Keep your inventory up to date. If you know you are going to restock very soon, use the ‘out-of-stock’ option to keep your listing live. (My eBay > Account > Site Preferences > Sell Your Item form and listings)
  • Provide clear return and payment policies in your listing.

Once a dispute is filed, be sure to respond within 3 days. Work things out with your buyer and always be amicable!

How the defect is calculated per affected transaction:

Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of cases closed by eBay without seller resolution 0.3% 0.3%
Minimum number of unique transactions for requirement to activate 2 2

Transactions where you didn’t send the item within your handling time or the item was delivered after the estimated delivery date are subject to late shipment rates.

We’ll only consider a shipment late if:

  • Tracking shows the item was delivered after the estimated delivery date, unless there’s an acceptance scan within your dispatch time or there’s confirmation from the buyer of on-time delivery.
  • The buyer confirms the item was delivered after the estimated delivery date, unless there’s an acceptance scan within your handling time or there’s delivery confirmation by the estimated delivery date.

Defect calculation:

Requirements eBay Top Rated Sellers
Maximum percentage of transactions sent late 3%
Minimum number of unique transactions for requirement to activate 6
Lookback period 12 months or 3 months if you’ve had 400 transactions in the last 3 months

Transactions where you upload tracking details within your stated handling time, and the carrier scans the shipping label either before or after your handling time, are on time and validated.

Defect calculation (applies to eBay Top Rated Sellers only):

Requirements eBay Top Rated Sellers
Maximum percentage of transactions where tracking wasn’t uploaded on time and/or validated 5%
Lookback period 3 months

Tip: To change your lookback period for performance requirements from 12 months to 3 months, you need at least 400 transactions in the last 90 days.

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