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eBay Policies
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We give our sellers the platform, solutions and support you need to grow your business and thrive. In return, we expect our sellers to consistently provide services that result in a high level of buyer satisfaction. This includes setting and meeting buyer expectations by providing excellent customer service from beginning to end.
As such, we’ve put in place minimum performance standards for areas within a seller’s control such as handling time and prompt problem resolution. Reason being, we want eBay to continue being the world’s favourite destination for discovering great value and unique selections.
At eBay, customer satisfaction is everything. We measure our success by our customers’ success. Which is why we take your Seller Performance Standards (SPS) seriously.So should you.
We evaluate your performance and determine the seller level on the 20th of every month based on your sales history and the quality of service you provide to your buyers. You don’t need to provide any documents for it.
If a seller has had 400 or more transactions in the last three months, seller performance is evaluated over that three-month period.
If a seller has had fewer than 400 transactions in the last three months, seller performance is evaluated on the past 12 months.
Above evaluation cycle and seller performance will become the major factor to determine the seller level.
eBay sellers are assigned one of the following seller levels:
Condition:
You’re not meeting one or more of our minimum requirements for customer service quality.
Condition:
You’re meeting our minimum standard for sellers and looking after your customers well.
Condition:
You’re one of the best sellers on eBay, providing an exceptional quality of customer service, as well as meeting minimum sales requirements for Top Rated Seller level. If you’re a Top-Rated Seller, you’re also eligible for Top Rated Plus listing benefits if you meet the listing qualifications.
Impact on listing:
Immediate 20-50% drop in visibility of your listings
Impact on listing:
No impact, sell as per normal
Impact on listing:
Approx. 20% increase in visibility of your listings
Impact on Fees:
Starting March 2022, BSTD sellers will pay 5%-6% additional Final Value Fees on their transactions (i.e., 5% more than ASTD sellers selling in the same category)
Impact on Fees:
No penalties or benefits
Impact on Fees:
10% off Final Value Fees on your transactions offering 1 day handling time and >30-day free returns
As a Top Rated Plus Seller you have an additional 20% discount that will be applied to final value fees (this applies to the final item price only, not to shipping costs).
Impact on Account:
If your Standards don’t improve month-on-month, you may face selling restrictions.
If you stay BSTD for >60 days, your Premium or Anchor Store may be downgraded to Basic
Impact on Account:
None
Impact on Account:
Top Rated seal displayed on your listings
eBay sellers are assigned one of the following seller levels:
Go to My eBay
Open My Account section
Open your Seller Dashboard
Go to Seller Hub
Open Performance tab
Open Seller Level tab
The Seller Level is calculated by looking at your 4 Metrics key Seller Performance measures within the evaluation cycle window:
1. The number of seller-initiated transaction cancellations (Transaction Defect Rate).
The transaction defect rate is the percentage of your total transactions that were either canceled for being out of stock or had a case closed without seller resolution. So, closely manage your inventory.
To be eligible as Above Standard seller, you need to have max. 2% of defect rate transactions with buyers whose addresses are registered to that region.
To be eligible as Top-Rated seller, you need to have max. 0.5% of transactions with buyers whose addresses are registered to that region.
2. The number of cases closed without seller resolution.
A case closed without seller resolution is any case in which the seller does not respond to or resolve a problem of Items Not received (INR) and Item Not as Described (INAD) with the buyer prior to escalation. Any case or return that is found to be no fault of the seller won’t count against your performance rating.
To be eligible as Above Standard seller, you need to have max. 0.3% of transactions with buyers whose addresses are registered to that region.
To be eligible as Top-Rated seller, you need to have max. 0.3% of transactions with buyers whose addresses are registered to that region.
3. Late shipment rate
Late shipment rates are determined by the percentage of transactions that you sent after the handling time stated in your listing or were not delivered by the estimated delivery date.
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To be eligible as Top-Rated seller, your late shipment rate should be lower than ≤ 3%.
4. Tracking Upload & Validation
Percentage of validated tracking number that uploaded before handling time ended.
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To be eligible as Top-Rated seller, percentage of tracking uploaded on time and validated should be min. 95%.
To become a Top-Rated Seller, you’ll need to have an eBay account that’s been active for at least 90 days. Your seller’s performance must meet performance standards requirements on eBay.
Have at least 100 transactions and $1 000 in sales with US buyers over the past 12 months
Have a maximum percentage of transactions with defects (including transactions cancelled by seller) less than 0.5%
Have a maximum percentage of transactions sent late less than 3%
Have a maximum percentage of cases closed without seller resolution less than 0.3%
You can become the Top-Rated Seller on ebay.com as well as on local eBay sites such as on ebay.co.uk or ebay.de based on transactions with buyers in these countries. Each site has a regional performance standard program. eBay has four regional performance standard programs (redirecting link to Four regional performance standard programs).
Top-Rated Seller status is displayed on the Seller Dashboard. If you are a Top-Rated Seller, the Top Rated Plus seal will only be displayed in the listings if they:
If you are a Top-Rated seller and all your listings meet these requirements, you can qualify for Top Rated Plus benefits.
There are some exceptions to this rule. Visit the Top-Rated program page to learn more.
As a Southeast Asia sellers, you can see the Global Selling performance and find your Seller Level and Performance across various international markets in the CBT Dashboard and you can learn more about CBT Dashboard here.
