As COVID-19 continues to affect day-to-day life, we want to help by reassuring you that all seller accounts will be protected from being downgraded from the 20 March Seller performance standard evaluation until the 20 June evaluation included. For more information on other changes we're making, see our page on Support during COVID-19 for buyers and sellers on eBay.
Based on the information we have, we'll automatically adjust your performance ratings, or remove Feedback in some situations. You can also request a manual adjustment if you have additional information, such as tracking data showing that an item was delivered, that illustrates that you weren't at fault when something went wrong. For more details on when we adjust ratings or remove Feedback, please see our full policy guidelines below.
We measure seller performance using data from your seller account on your defect rate, on-time delivery rate, and cases closed without you resolving them.
For more information, read our Seller levels and performance standards article and our Seller performance standards policy.
We automatically remove defects in certain situations, including where we find the buyer was at fault, if the problem was caused by an eBay site issue, or if there was an issue outside of your control like postage service delays, or items being delayed because of an extreme weather event.
If you've had a defect removed for any of the reasons mentioned above, please note it can take up to two days for your ratings to be adjusted.
Most sales go smoothly. When you follow selling best practices and make sure the items you list are in stock, you work with a customer when an issue arises, and you post within your stated dispatch time, your buyers will have a great experience and are more likely to buy from you again.
Occasionally, there may be an issue with a transaction. When certain transaction problems happen, you can track them in your seller dashboard.
This policy outlines when we adjust your performance evaluation and Feedback.
Seller performance standards focus on what matters most to buyers: getting the item they ordered on time, and effective customer service to respond to any requests for help.
This is measured using 3 metrics:
Learn more about seller performance standards.
We automatically remove defects, adjust your on-time delivery rate, and remove Feedback in the instances described in the guidelines below.
Things to keep in mind:
Sellers who violate our policies or are found to be manipulating our seller performance standards may be subject to a range of actions, including the reinstatement of previously removed defects, Feedback, and late deliveries; ineligibility for further removal of defects, Feedback, or late deliveries; limits on buying and selling privileges; and account suspension.
We automatically remove defects, adjust your late delivery rate, and remove Feedback when:
The following scenarios aren't eligible for removal:
There are some circumstances where a defect, Feedback, or late delivery can be manually reviewed. Sellers may appeal in these cases and must make the request within 90 days of the transaction.
We adjust seller performance metrics when we have objective information available in our system, or by using carrier tracking information that shows the seller fulfilled all elements of the transaction and the defect, Feedback, or late delivery was not accurate.
Visit Seller Help to resolve any incorrect defects or improper feedback.
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