5 min article
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.

You can keep track of your performance against these standards through your Seller Standards Dashboard - opens in new window or tab, and our full policy guidelines below provide additional details about how your performance is calculated.

Frequently Asked Questions

 

What's eBay's performance evaluation period?

We evaluate your performance every month. The length of period we look at in each evaluation depends on how many recent transactions you've had. If you've had 400 or more transactions in the last three months, you're evaluated over that three-month period. If you've had fewer than 400 transactions, you're evaluated on the past 12 months. These timelines help us make sure we're evaluating you as fairly as possible.

What happens if I don't meet minimum standards?

If you're not meeting our minimum performance standards, we may place buying and selling restrictions on your account until you can get a higher rating. There are other consequences listed in our full policy below.

We want you to be a high performing seller so please get in touch with us for advice on how to improve your rating. Your Seller Dashboard - opens in new window or tab also provides tips on how you can make sure you're providing the best service possible to your customers.

Read our full policy

Seller performance policy overview

eBay expects sellers to consistently provide 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. 

You can see how you're performing both domestically and across various international markets in your Seller Standards Dashboard - opens in new window or tab. Specifically, you can view how well you're meeting buyer expectations for items sent to the US, UK and Ireland, Germany, Austria and Switzerland, and other countries worldwide. Learn more about our global seller performance standards.

Performance standards on eBay.com.au

To meet our minimum standards, your transactions over the most recent evaluation period must meet these requirements.

Transaction defect rate

Transactions with one or more of the defects listed below.

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 4 3

Cases closed without seller resolution

Cases where eBay or PayPal was asked to review the case and the seller was found responsible. (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.

Requirements All Sellers eBay Top Rated Sellers
Maximum percentage of transactions sent late 10% 5%
Maximum number of transactions sent 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.

The standards for transaction defects and closed cases are the same for all eBay sites; however the standards for late shipment rate vary between programs. If you sell internationally, learn about seller performance standards on other eBay sites.

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.

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.

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.

The number of cases closed without resolution is an important indicator of how well a seller may be meeting buyer expectations on eBay. 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.

Learn more about cases and how they impact seller performance.

 

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 will only be 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 Customer Service 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.

Learn more about late shipment rate - opens in new window or tab.

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:

  • 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.

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.

Note:

  • You may not use an existing eBay account to avoid buying and selling limits or other policy consequences. Learn more about using multiple accounts
  • 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.
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