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.
You can see your personalised service metrics on your Service metrics dashboard - opens in new window or tab in Seller Hub. Please read our full policy below for additional information about service metrics and peer benchmarks.
Frequently Asked Questions
What are service metrics and peer benchmarks?
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.
How often does eBay calculate these metrics?
Service metrics are evaluated on the 20th of each month.
- Sellers with 400 or more transactions during the last 3 months: You're evaluated on your transactions during the previous 3-month period
- Sellers with fewer than 400 transactions during the last 3 months: You're evaluated on your transactions over the previous 12-month period
What happens if I'm not performing as well as my peers?
Sellers who have an evaluation rate as Very High (meaning a very high percentage of transactions result in 'item not as described' return requests) might be subject to increased final value fees.
Service metrics policy overview
When a buyer purchases an item on eBay, they expect it to arrive on time and as it was described in the listing. Sellers must create accurate listings and dispatch items in a timely and secure manner in order to ensure that buyers are satisfied with their purchases.
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.
Read our articles on how to help buyers with items not received or items that arrived damaged or not as described. For more information about service metrics and peer benchmarks, see our Monitor your service metrics article.
Service metrics include information on the following:
- 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
Service metrics are provided for your listings on the following eBay sites:
We evaluate your metrics and peer benchmarks on the 20th of each month.
- Sellers with 400 or more transactions during the last 3 months are evaluated on their transactions during the previous 3-month period
- Sellers with fewer than 400 transactions during the last 3 months are evaluated on their transactions over the previous 12-month period
Item not as described
Your 'Item not as described' rate is the percentage of your transactions where buyers requested returns for the following reasons:
- Doesn't work or defective
- Doesn't match description or photos
- Wrong item sent
- Missing parts or pieces
- Arrived damaged
- Doesn't seem authentic
Item not received
Your 'Item not received' rate is the percentage of your transactions where buyers requested information about an item that was already expected to have arrived, or where tracking shows the item as delivered but the buyer has not received it.
Peer benchmarks are comparisons of your rates of 'Item not received' and 'Item not as described' requests to other sellers offering similar products under similar circumstances, including selling price, terms of sale, and postage destination.
What do the different rates mean?
Your rate is evaluated as 'Low':
- Item not as described: You're performing better than most of your peers in making sure that buyers receive the items they ordered, and in setting and meeting their expectations for item condition, careful packaging, and ensuring orders are correct and complete before dispatch
- Item not received: You're doing better than most of your peers in meeting your handling time commitments, uploading tracking, and posting as fast or faster than described in your listings
Your rate is evaluated as 'Average':
- Item not as described: You're performing as well as your peers in ensuring that buyers receive the items they ordered, and in setting and meeting buyer expectations. You might have some returns which could have been prevented
- Item not received: You're performing as well as your peers in meeting your delivery commitments
- Some sellers may have higher than average rates but too few total returns to be evaluated as High or Very High in the peer benchmarks. In these cases, sellers' rates are evaluated as Average
Your rate is evaluated as 'High' or 'Very High':
- Item not as described: You're not performing as well as your peers in making sure that buyers receive the items they ordered as described in the listing, and in setting and meeting buyer expectations.
If you are rated Very High in a category, but you had fewer than 10 'Item not as described' return requests from unique buyers, or your 'Item not as described' rate is under 1% in a specific category during the evaluation period, you will not be subject to consequences
- Item not received: You’re not performing as well as your peers in meeting your delivery commitments.
If you are rated Very High for a shipping category, but you had fewer than 10 'Item not received’ requests from unique buyers, or your 'Item not received rate is under 1% in a specific shipping category during the evaluation period, you will not be subject to consequences
Consequences of Very High rates
Beginning early 2019, 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:
- Item not as described: An additional 4% final value fees for listings in the categories where you are currently evaluated as Very High
Note: This additional 4 percentage points fee is calculated on the total amount of the sale, including postage. See our selling fees article for more information on how final value fees are calculated.
Consequences won't 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. To learn more about seller performance standards, see our seller performance policy. For guidelines on meeting buyers' expectations, see our selling practices policy.