At eBay everything revolves around the kind of service and experience you as a seller give to your buyers. As buyers, we all expect to receive the best services when we are shopping online. Then, why should it be different for a buyer who is purchasing from you?
Keeping this in mind, eBay does its best to provide the required support to you which is needed to give great service to your buyers. We provide sellers with service metrics and peer benchmarks so that they can see how they are performing compared to other sellers who sell similar items.
At eBay everything revolves around the kind of service and experience you as a seller give to your buyers. As buyers, we all expect to receive the best services when we are shopping online. Then, why should it be different for a buyer who is purchasing from you?
Keeping this in mind, eBay does its best to provide the required support to you which is needed to give great service to your buyers. We provide sellers with service metrics and peer benchmarks so that they can see how they are performing compared to other sellers who sell similar items.
Service Metrics provide you with data on the percentage of your transactions that result in ‘Item Not As Described’ return requests and ‘Item Not Received’ requests from buyers. Peer benchmarks are an indicator of how you are doing in these areas compared to other sellers who sell similar items.
You can monitor your service metrics and peer benchmarks on your service metrics dashboard in Seller Hub.
Sellers who have an evaluation rate as “Very High” (meaning a very high percentage of transactions result in ‘Item Not As Described’ return requests and ‘Item Not Received’ requests) might be subject to increased final value fees or time automatically added to delivery estimates.
Service Metrics are evaluated on the 20th of each month.
Service Metrics provide you with data on the percentage of your transactions that result in ‘Item Not As Described’ return requests and ‘Item Not Received’ requests from buyers. Peer benchmarks are an indicator of how you are doing in these areas compared to other sellers who sell similar items.
You can monitor your service metrics and peer benchmarks on your service metrics dashboard in Seller Hub.
Sellers who have an evaluation rate as “Very High” (meaning a very high percentage of transactions result in ‘Item Not As Described’ return requests and ‘Item Not Received’ requests) might be subject to increased final value fees or time automatically added to delivery estimates.
Service Metrics are evaluated on the 20th of each month.
When a buyer makes a purchase on eBay, it is with a clear expectation that the item should arrive within the given timeframe and it should be exactly the way it was described in the listing. Therefore, it is important that you are creating accurate listings with complete and clear descriptions, adding pictures that are of the real product, shipping items within the specified time and in the most secure manner such that it reaches the buyer in appropriate condition. This results in the buyers being satisfied with the transaction they had with you on eBay.
Return requests for ‘Items Not As Described’, and ‘Item Not Received’ requests from buyers can be both time consuming and costly for sellers to resolve. We provide service metrics as a tool for sellers and staying familiar with your metrics and benchmarks can help you keep these types of requests to a minimum.
When a buyer makes a purchase on eBay, it is with a clear expectation that the item should arrive within the given timeframe and it should be exactly the way it was described in the listing. Therefore, it is important that you are creating accurate listings with complete and clear descriptions, adding pictures that are of the real product, shipping items within the specified time and in the most secure manner such that it reaches the buyer in appropriate condition. This results in the buyers being satisfied with the transaction they had with you on eBay.
Return requests for ‘Items Not As Described’, and ‘Item Not Received’ requests from buyers can be both time consuming and costly for sellers to resolve. We provide service metrics as a tool for sellers and staying familiar with your metrics and benchmarks can help you keep these types of requests to a minimum.
How often you receive return requests for “Items Not As Described”
How often you receive buyer requests for “Items Not Received”
Peer Benchmarks: comparisons of those rates to similar sellers
Insights into why your buyers are making these requests
Tips to help reduce rates of these requests
Your “Item Not Received” rate is the percentage of your transactions in which:
Your ‘Item Not As Described’ rate is the percentage of your transactions where buyers requested returns for the following reasons:
Your “Item Not Received” rate is the percentage of your transactions in which:
Your ‘Item Not As Described’ rate is the percentage of your transactions where buyers requested returns for the following reasons:
Peer Benchmarks are comparisons of your rates of “Item Not Received” and “Item Not As Described” against the rates of other sellers offering similar products under similar circumstances (e.g. selling price, terms of sale and shipping destination).
If you are evaluated as Very High, the following consequences may apply to your listings on the eBay sites and in the categories or shipping categories where the Very High evaluation applies:
Note: This additional 5 percentage points fee is calculated on the total amount of the sale, including shipping. Final value fee discounts, including Top Rated Seller discounts, do not apply to this additional fee. See our selling fees article for more information on how final value fees are calculated.
Consequences will not be applied once your rating improves, and you are no longer evaluated as Very High.
Note: Your Seller Performance Standards rating is not impacted by your ‘Item Not As Described’ or ‘Item Not Received’ evaluation rate.
Note: Your Seller Performance Standards rating is not impacted by your ‘Item Not As Described’ or ‘Item Not Received’ evaluation rate.
© 2023 eBay Inc.
© 2023 eBay Inc.