7 min article

Service metrics policy

We want to make sure that buyers have a great experience when shopping on eBay, so we try to help sellers provide great service for their buyers. We provide sellers with service metrics and peer benchmarks so that they can see how they are performing compared to other sellers who sell similar items.

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.

From 8 January 2019, additional final value fees for Very High rates of "Item not as described" returns will be increased from 2% to 4%.

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" returns 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 of Very High (meaning a very high percentage of transactions result in "item not as described" returns and "item not received" requests) might be subject to increased final value fees or time automatically added to delivery estimates.

Read our full policy

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 send items in a timely and secure manner to ensure that buyers are satisfied with their purchases.

Returns 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

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:

  • eBay.com
  • eBay.ca
  • cafr.eBay.ca
  • eBay.co.uk
  • eBay.com.au
  • eBay.de
  • eBay.fr
  • eBay.it
  • eBay.es

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

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 where you're posting to.

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 sending them.
  • Item not received: You're doing better than most of your peers in meeting your handling time commitments, uploading tracking, and sending items 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're rated Very High in a category, but you had fewer than 10 "Item not as described" returns or your "Item not as described" rate is under 1% in a specific category during the evaluation period, you won't be subject to consequences.
  • Item not received: You're not performing as well as your peers in meeting your delivery commitments.
    If you're rated Very High for a postage destination, but you had fewer than 10 "Item not received" requests, or your "Item not received" rate is under 1% for a specific postage destination during the evaluation period, you won't be subject to consequences.

Consequences of Very High rates

If you are evaluated as Very High, the following consequences may apply to your listings on the eBay sites and in the categories or postage destinations where the Very High evaluation applies:

  • Item not as described: You'll be charged additional final value fees for listings in the categories where you are currently evaluated as Very High.
    Note: From 8 January 2019, these additional final value fees on eBay.com.au will be increased from 2% to 4%.
  • Item not received: Time may be automatically added to buyer-facing delivery estimates for the postage destinations where you are currently evaluated as Very High.

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 affected 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.

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