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Monitor your service metrics

Your service metrics and peer benchmarks help you keep track of how you're performing compared with other sellers who sell similar items. You can monitor your service metrics and peer benchmarks on your Service metrics dashboard - opens in new window or tab in Seller Hub.

Your service metrics show you information on how many of your transactions result in 'Item not as described' returns and 'Item not received' requests, along with valuable insights into why these requests are being made.

Peer benchmarks

Your peer benchmarks show you how you compare to other sellers with similar items, prices, postage options and terms of sale.

Comparing your rate of 'Item not as described' returns and 'Item not received' requests will give you a clear understanding of how well you're doing in these areas compared to similar sellers.

For 'Item not as described' returns, your peers are other sellers with a comparable volume of transactions, who sell items in the same category as you with a similar price, item condition, return policy and estimated delivery date.

Example

 

Seller

Peer group

Listing site

eBay.com.au

eBay.com.au

Category

Jewellery & Watches

Jewellery & Watches

Transaction volume/Lookback period

3 month

3 month

Average selling price

$53

$50-$100

Average item condition

New

New

Average return policy

Returns accepted

Returns accepted

Average delivery estimate

3 days

Less than or equal to 10 business days

 

For 'Item not received' requests, your peers are other sellers with a comparable volume of transactions, who sell items with a similar price and estimated delivery date on the same eBay site, and who post to the same destinations (Domestic, International – emerging region, or International – matured region).

Example

 

Seller

Peer group

Listing site

eBay.com.au

eBay.com.au

Postage destination

Domestic

Domestic

Transaction volume/Lookback period

3 month

3 month

Average selling price

$53

$50-$100

Average delivery estimate

3-7 days

Less or equal to 10 business days

Service metric ratings

Your Service metric ratings help you understand how well you're performing for 'Item not as described' returns and 'Item not received' requests, in comparison to your peers. See our full table of ratings:

Service metrics ratings table

Rate

Item not as described

Item not received

Rate is evaluated  as Low

You are performing better than most of your peers. You set and meet buyers' expectations for item condition, careful packaging, and ensuring orders are correct and complete before posting.

You are doing better than most peer sellers in meeting your handling commitments, uploading tracking when available, and using postal services that are as fast or faster than those offered in your listing.

Rate is evaluated  as Average

You are performing as well as your peers. You set and meet your buyers' expectations but may have listings that are creating preventable return requests.

Some sellers' rates may be higher than average but they have too few total return requests for 'Item not as described', or their rate is too low to be evaluated as High or Very High.

You are performing as well as peer sellers in meeting your delivery commitments. You are doing well but check your reports to see if there are opportunities to reduce preventable requests.

Some sellers' rates may be higher than average but they have too few total requests for 'Item not received', or their rate is too low to be evaluated as High or Very High.

Rate is evaluated as High

You are not performing as well as your peers in ensuring that your buyers receive their orders as expected.

You are not performing as well as your peer sellers in meeting your delivery commitments.

Rate is evaluated as Very High

You are failing to meet your buyers' expectations at a rate that statistically stands apart from your peers. You also had at least 10 return requests with 10 unique buyers for 'Item not as described', and a minimum 1% rate in the category.

If you are evaluated as Very High in 'Item not as described' in a specific category, you may be subject to additional final value fees on your listings on the eBay site(s) and in the categories where the Very High evaluation applies.

You can find out more about 'Very High' rates on our Service metrics policy page - opens in new window or tab.

You are failing to meet delivery commitments at a rate that statistically stands apart from your peers. You also had at least 10 'Item not received' requests with 10 unique buyers, and a minimum 1% ‘Item not received’ rate for the postage categories.

If you are evaluated as Very High in 'Item not received' in a specific category, you may be subject to having time automatically added to your delivery estimates for the postage destinations where the Very High evaluation applies.

You can find out more about 'Very High' rates on our Service metrics policy page.

 

Tip
Your seller performance standards rating is not determined by your 'Item not as described' or 'Item not received' rate. To learn more about selling performance standards, see our seller performance policy. For guidelines on meeting buyers' expectations, see our selling practices policy.

Tips for reducing Item not as described and Item not received requests

Item not as described returns 

  • Describe each item as accurately as possible and include clear return policies.
  • Inspect refurbished and used items closely for hidden defects and damage. Always describe these clearly in your listing and show in photos.
  • Avoid selling products with high rates of manufacturing flaws.
  • Ensure all items and parts are included and correct before sending each item.

Item not received requests

  • Upload tracking in the structured data field before your item's estimated delivery date has passed, so that you and your buyer can track an order's progress. Tracking also provides greater protection and peace of mind for your buyers.
  • Where possible, use the postage service the buyer requested.
  • Buy and print postage on eBay so that tracking is uploaded automatically.
  • Set achievable handling times and adjust your handling time during busy seasons or popular promotions.

FAQs

Will all 'Item not received' requests be counted in my metrics?

Your item won't be counted in your service metrics if it was sold in a category which isn't covered by the eBay Money Back Guarantee, or if it was sent through one of eBay's intermediated delivery programs such as:

  • the Global Shipping Program
  • SpeedPAK
  • eBay Managed Winit warehousing solution.

If you post your item within your stated handling time but it arrives late due to carrier disruptions, site bugs, natural disasters or severe weather, this will not negatively affect your seller metrics. Major delays and disruptions are often posted to our Announcement Board - opens in new window or tab.  

 

What if a buyer is abusing eBay Money Back Guarantee?

We always take a buyer's pattern for opening 'Item not as described' returns or 'Item not received' requests into consideration. If we find a buyer has opened a request in bad faith, we'll remove these transactions from seller calculations.

We don't remove potentially misfiled returns requests, and our customer service team cannot remove individual transactions. However, as all sellers experience these from time to time, our peer benchmarks reflect that they happen at a certain rate on average, so they are taken into account.

 

What are the 'Domestic', 'International – matured region', and 'International – emerging region' postage destinations?

  • Domestic: Transactions where the item location and postage address are in the same country
  • International – matured region: Transactions where the item is sent to one of the following regions:
    • United states and its territories
    • Canada
    • Australia
    • China
    • Hong Kong
    • Taiwan
    • Japan
    • New Zealand
    • South Korea
    • Israel
    • United Arab Emirates
    • Singapore
    • Most European countries and British Territories
  • International – emerging region: Any transaction that is not 'Domestic' or 'International – matured region'
 

Why are only some return request reasons included in my 'Item not as described' rate?

Your 'Item not as described' rate helps identify items that do not meet buyer expectations. All sellers must accept and resolve the following types of return requests:

  • Doesn't work or defective
  • Doesn't match description or photos
  • Wrong item sent
  • Missing parts or pieces
  • Arrived damaged
  • Doesn't seem authentic

In instances where a buyer asks to return an item they no longer want, the request won't be included in your 'Item not as described' rate.

When creating your listing, you can decide whether you want to accept these types of returns. Consider offering free returns and always try to offer the best customer service so you can meet your buyers' needs.

Comparing your rate of 'Item not as described' returns and 'Item not received' requests will give you a clear understanding of how well you're doing in these areas compared to similar sellers.

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