5 min article

Global seller performance policy

We always want to ensure buyers have a great experience on eBay. To help ensure this, we've put in place minimum performance standards for areas within a seller's control, such as handling time and prompt problem resolution.

We have four regional performance standard programs, with slightly different minimum performance thresholds, and your performance is measured against the standards of the region into which you sell an item. The four programs are:

  • Global: This covers Australia and any other market outside of the US, UK, Ireland, Germany, Austria and Switzerland.
  • US: This covers the US market.
  • UK: This covers the UK and Ireland
  • German: This covers Germany, Austria and Switzerland

So if you sell to a domestic Australian customer, you'll need to meet the standards of our Global program, but if you sell to a buyer in the UK, you'll need to meet the UK standards.

You can find out more details about our performance standards globally by reading our full policy guidelines below.

Frequently Asked Questions

 

How can I find my seller ratings for all four standards programs?

You can find all ratings in your Seller standards dashboard - opens in new window or tab.

Do the four standards program differ significantly?

No, the programs are similar. But there are some differences, including different thresholds for late shipment rate for each program. Regardless of which program you're assessed under, you should always try to provide your buyers the best service you can.

Find out how performance rating translates into seller levels in our article on Seller levels and performance standards.

Read our full policy

Global seller performance policy overview

Sellers from all eBay sites are required to meet minimum standards to help ensure that sellers are consistently providing service that results in a high level of buyer satisfaction. We hold sellers to account on things they can control: sending items within their specified handling time, making sure the item is delivered to the buyer as described in the listing and resolving customer issues promptly.

If you sell on other eBay sites or offer international postage, your transaction will count for one of the four regional standards programs based on the country the item is sent to. Go to your Seller standards dashboard - opens in new window or tab to see your status for each of the seller standards programs.

  • US seller standards program: Determines your status on eBay.com. You're evaluated based on transactions which are sent to the US.
  • UK seller standards program: Determines your status on eBay.co.uk and eBay.ie. You're evaluated based on transactions which are sent to the UK and Ireland.
  • German seller standards program: Determines your status on eBay.de, eBay.at and eBay.ch. You're evaluated based on transactions which are sent to Germany, Austria and Switzerland.
  • Global seller standards program: Determines your status if you are selling in one of the markets outside of the US, UK, Ireland, Germany, Austria and Switzerland. You're evaluated based on all of your transactions which are sent worldwide, minus those that are sent to the US, UK, Ireland, Germany, Austria and Switzerland.

Note: If you reside in a country other than the US, UK, Ireland, Germany, Austria or Switzerland, then the Global standard will be your domestic standard.

Seller performance standards – international programs

To meet our minimum standards, your transactions over the most recent evaluation period must meet these requirements. The standards for transaction defect rate and closed cases are the same for all sites, whereas the minimum requirements for late shipment rate vary between programs.

Transaction defect rate
Transactions with one or more of the defects listed below. (Same for ALL programs.)

Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of transactions with defects 2% 0.5%
Maximum number of unique buyers affected before seller status is impacted 5 4


Cases closed without seller resolution
Cases where eBay or PayPal was asked to review the case and the seller was found responsible. (Same for ALL programs. Applies after account has exceeded maximum number of cases.)

Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of cases closed by eBay without seller resolution 0.3% 0.3%
Maximum number of cases closed without seller resolution 2 2


Late shipment rate
Transactions where you didn't send the item within your handling time or the item was delivered after the estimated delivery date.

Global Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of global transactions dispatched late 10% 5%
Maximum number of global transactions dispatched late 8 5

 

US Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of US transactions dispatched late 7% 3%
Maximum number of US transactions dispatched late 8 5

 

UK Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of UK transactions dispatched late 9% 4%
Maximum number of UK transactions dispatched late 8 5

 

DE Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of DE transactions dispatched late 7% 3%
Maximum number of DE transactions dispatched late 8 5

Meeting these standards means that your buyers consistently receive the item they expect, when they expect it, and that you resolve any customer issues promptly.

See more details on how performance is evaluated.

Note: eBay.com.au is part of the global seller standards program, so the requirements mentioned here for the global program are the same as those on the seller performance standards page.

Below standard
If you exceed the maximum number of closed cases without seller resolution or the maximum transaction defect rate, your account will be rated "Below Standard" and we may limit your selling activity until your ratings improve. Learn more about what happens if you don't meet the standards.

Note: A high late shipment rate alone will not cause your account to be rated "Below Standard".

Top Rated Seller
You need to meet higher performance standards, as well as some other requirements, to become a Top Rated Seller. Learn more about becoming a Top Rated Seller on other eBay sites.

Transaction defect rate

The transaction defect rate is the percentage of your transactions where one or more of the following has occurred:

  • eBay Money Back Guarantee or PayPal Buyer Protection case closed without seller resolution (i.e. eBay or PayPal was asked to step in, and found the seller responsible)
  • Seller-initiated transaction cancellation (i.e. a transaction cancelled by the seller when the item was out of stock, or sold to another buyer)

Buyers don't see your defect rate, but they still see your Feedback rating and all four detailed seller ratings.

To meet our minimum standards, you can't have more than 2% of transactions with a transaction defect over the most recent evaluation period.

Cases closed without seller resolution

A case closed without seller resolution means that eBay or PayPal was asked to review an eBay Money Back Guarantee or PayPal Buyer Protection case, and found the seller responsible. Cases found in your favour – or found to be neither the fault of the buyer nor seller – won't count against your performance rating.

Cases closed without resolution count not only as a transaction defect, but also as an individual measure of seller performance.

To meet our minimum standards, you can only have 2 transactions (or 0.3% of transactions, whichever is higher) resulting in cases closed without seller resolution over the most recent evaluation period. The percentage requirement applies after the account has exceeded the maximum number of occurrences.

Late shipment rate

The late shipment rate is the percentage of your transactions that were either sent after your stated handling time, or not delivered by the estimated delivery date.

Shipments are only considered late when:

  • Tracking shows the item was delivered after the estimated delivery date and there's no acceptance scan within your handling time, OR
  • The buyer confirms that the item was delivered after the estimated delivery date and you don't have tracking or a Delivery Confirmation number that shows it was on time.

Note: Only tracking details from postage labels printed on eBay are counted automatically. For all other shipments, the buyer will be asked whether the item was delivered within the estimated delivery date. If you uploaded tracking information showing that the shipment was on time, contact us about removing the late shipment.

Although we have a minimum standard for late shipment rate (no more than 10% of transactions over the most recent evaluation period), exceeding this will not alone cause your account to be rated "Below Standard". However, we may restrict the options you have available for handling time.

Fair performance evaluation and seller protection

We look at your performance as a whole. We don't want your ratings to be skewed by just one unfortunate transaction or difficult buyer, and we want you to be able to focus on providing great service to trustworthy, reliable customers.

To measure your overall performance as accurately and fairly as possible:

  • Sellers with 400 or more transactions over the past three months are evaluated based on the past three months, whereas sellers with fewer than 400 transactions are evaluated based on the past 12 months.
  • The defect rate won't affect your status until you have transactions with defects with at least 5 different buyers (at least 4 different buyers to impact Top Rated status) within your evaluation period.
  • There can only be one defect per transaction.
  • Only successful transactions (i.e. where the buyer has paid) are counted.
  • Although your late shipment rate is one of the requirements for Top Rated Seller status, a high late shipment rate alone will not cause your account to be rated "Below Standard".

Seller protection

We also have some safeguards in place to protect your ratings and help you in case you have a problem. For example, we consider a buyer's pattern for opening requests and cases and leaving low detailed seller ratings, and we protect you when necessary. We also protect you against delayed deliveries in high-growth emerging markets worldwide.

Learn more about our Seller protection policy.

What happens if you don't meet the minimum performance standards?

If you don't meet these minimum performance standards, we may put limits on your selling activity until your performance improves. These can include:

  • Your items may be placed lower in search results.
  • We may limit the number of items you can sell, or restrict you from selling outside Australia.
  • You may be restricted from buying or selling with other accounts, or registering a new account.
  • PayPal funds from your sales may be pending in PayPal for up to 21 days.
  • We may downgrade your Store to the Basic level if you've been Below Standard for more than 60 days.

If your account doesn't meet the standards, you:

  • Need to resolve all issues on the account before buying or selling with other accounts
  • Can't register for a new account
  • Can't use an existing eBay account to avoid buying and selling limits or other policy consequences
  • Pay a higher percentage rate for final value fees

Note: We monitor eBay.com.au for sellers who may be creating poor buying experiences at higher rates, in shorter timeframes, or in different areas than other sellers, according to these standards. These accounts may be restricted, limited, suspended, or have their seller level changed to Below Standard.

Learn more about using multiple accounts. To help improve your seller standing, read our tips in the Seller Centre on optimising your listings - opens in new window or tab and providing great customer service - opens in new window or tab.

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