3 min article

Seller performance overview

Buyers want to shop with confidence on eBay. Our performance metrics and requirements are intended to encourage good selling practices, and help you see where you can improve.

We have multiple performance metrics and two different types of monthly evaluation, both based on recent sales:

  • In the seller standards evaluation, we're measuring individual performance on factors within a seller's control – such as sending items on time – to determine their seller level.
  • In the service metrics evaluation, we're looking at sellers' performance in the context of a 'peer group' – sellers with a similar profile – to identify those who have significantly higher rates of buyers not receiving the item they ordered.

Seller dashboards show details of your performance on each of the metrics we use.

Seller standards and seller levels

All buyers should have a great experience on eBay, so we evaluate sellers regularly to make sure they are providing the levels of customer service that we expect. All sellers are assigned an individual seller performance level of either Below Standard, Above Standard or Top Rated based on our monthly evaluation of their recent sales.

Seller standards policy

Our policy explains how the evaluation works, the requirements for each seller level, and the limitations that may be placed on your account if you fall below our minimum standards.

Your dashboard shows a detailed breakdown of your performance on the metrics which determine your seller level: cases closed without seller resolution, transaction defect rate and late shipment rate. Use the button below to see your current seller level and where you can improve.

Seller Dashboard - opens in new window or tab

Service metrics and peer benchmarking

It's important that buyers get their orders as expected, so we benchmark performance regularly to make sure sellers with a similar profile are providing similar levels of service. We look at recent sales, and how many of those buyers reported they didn't receive their item as expected, regardless of whether the issue was resolved or not.

Based on this monthly evaluation, sellers are assigned a rating of Low, Average, High or Very High to indicate how their rates of 'Item not received' reports and 'Item not as described' returns compare to their peers.

Service metrics policy

Our policy explains how the evaluation and peer benchmarking works, and the limitations that may be placed on your account if we determine that your performance is significantly worse than other sellers with similar sales activity.

In your service metrics dashboard, you'll find in-depth information about your selling performance, including 'Item not received' rate and 'Item not as described' rate, and how you're doing compared to your peers. Use the button below to see your service metrics and where you can improve.

Service metrics dashboard - opens in new window or tab

How to manage your performance

Reviewing your performance dashboards regularly and taking steps to ensure buyers receive their orders as expected can have benefits across your business.

Monitoring and improving your seller performance

Learn about keeping track of your seller standards and service metrics ratings, and how you can reduce your percentage rates of transactions where buyers don't receive an order as expected.

You can visit Seller Help to resolve selling issues, including open returns or refunds, incorrect defects or improper Feedback. Use the button below to go to Seller Help.

Seller Help - opens in new window or tab

Tip
If you're looking for data and insights on your sales, you'll find a variety of tools in Seller Hub to track your listings and orders, analyse your business performance, and identify opportunities for growth.

For help with financial reporting, read our article on reconciling your eBay sales transactions.

Your reputation on eBay

Your Feedback profile shows ratings and comments from other members on your past transactions. For sellers, it also shows how you've been rated on aspects such as communication or postage costs (detailed seller ratings).

Other eBay members can't see your seller level, unless you are Top Rated. Your service metrics are also not displayed to anyone else.

We'll highlight sellers who provide great customer service with an eBay Plus badge on their listing.

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