How to improve your seller performance standards (2024)

• What you can do now
• Top 3 things to improve in the nearest future
• Other ways to improve your seller performance

Your seller level is based on your sales history and the quality of service you provide to your buyers. It is determined monthly, based on three service performance metrics: transaction defect rate, cases closed without seller resolution, and late shipment rate.

Your service metrics show you how you’re performing compared to similar sellers.

To learn more about how seller performance is calculated, please read the articles about eBay’s Seller performance policy, seller levels and service metrics.

Below Standard level means:

• Your items may be placed lower in search results
• You won’t be able to access Promoted Listings
• eBay may limit or restrict you from selling on the marketplace
• eBay Store subscription may be downgraded to the Basic level
• You will be charged additional fees
• Funds from your sales may be withheld
• You won’t be able to use the partial refund tool

What you can do now

1. Check your service metrics to see how your peers are performing

See how you measure against other sellers by looking at your service metrics for a true apples-to-apples comparison with the rest of your peer group. What can you improve to be on a par with them?

You can compare reasons for your returns directly with your peers. If you drive a higher-than peer-group-service metric, for example, “Items not received”, you may want to extend your delivery time so that you have more time to fulfill orders. If your items often arrive damaged, pay more attention to packing them securely for shipping. Whatever the reason is, find a way to minimize returns and increase your buyers’ satisfaction with your items.

Make sure you check your service metrics dashboard often so you can continue to improve your business operations.

2. Check eBay’s suggestions in your Seller Dashboard

If your designation is Below Standard, eBay will suggest actions on how to get back on track. Use Best Practices to improve your service and your seller level.

3. Review feedback from buyers

Your buyers can rate their experience with you and leave feedback. Review these regularly and respond to them quickly. Try not to take feedback personally; it’s a useful tool for your business’ growth. It highlights the areas where you need to improve.

4. Read more about seller levels and performance standards

In this article, you will find tips on reducing Item not as described and Item not received requests and ideas on how to improve your service metrics rating, best practices, and more details about eBay policies.

Please note: starting from July 24, 2023, eBay will launch the Shipping Performance Policy — Item Not Received Rate.

Sellers with a higher than market average “Item not received” rate may be subject to a range of actions, such as eBay ending or removing your listings, enforcing buying or selling restrictions, adjusting your selling limits and/or suspending all relevant accounts. For more information, please read the article: Shipping Performance Policy — Item Not Received Rate.

Top 3 things to improve in the nearest future

Have accurate inventory

A defect is added to a seller’s account if they cancel a buyer's purchase because the item is not in stock. Here’s what you can do to avoid such defects:

• Closely manage your inventory. If your stock levels change, end your listing or update the quantity as soon as possible
• Check eBay’s restock advice. Go to the Listings tab in Seller Hub to see which listings are running low
• Enable eBay’s out-of-stock feature. If you use multi-quantity, fixed price listings, this feature automatically hides listings when the stock quantity falls to zero.

Respond to any claims within 3 business days

When a claim escalates and eBay is asked to step in with an item eligible for eBay Money Back Guarantee, and you’re found to be responsible, this is called a case closed without seller resolution. This is counted as part of your transaction defect rate because a percentage of your transactions have been closed without you resolving them. To help you avoid these cases:

• Describe your item accurately. Use pictures, add a video, and include specifics in your listing, so your buyers know exactly what to expect
• Provide clear return and payment policies in your listing
• Work with your buyer to resolve issues promptly

Send your items on time

Late delivery rates are determined by the percentage of transactions that you either sent after the dispatch time stated in your listing, or were not delivered by your estimated delivery date. eBay will only consider a delivery as 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 dispatch time or there's delivery confirmation by the estimated delivery date

Other ways to improve your seller performance:

• Charge reasonable shipping costs
• Specify shipping costs and dispatch 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

Use these recommendations to improve your customer service and boost your bottom line. The data in the Performance tab of Seller Hub will help you maintain high seller standards and eventually improve your seller level.

You can even achieve the Top Rated Seller status which gives a lot of valuable benefits, such as reduced final value fees and enhanced seller protection.

You may be also interested in: