Spring Seller Update: New seller standards reward great service
This summer, seller performance standards are being updated to reward those sellers most responsible for keeping buyers on eBay.
Starting with the regularly scheduled monthly seller evaluation on August 20, a new measurement, your transaction defect rate, will replace the current four detailed seller rating requirements used to evaluate your seller performance.
Your defect rate is simply the percentage of your transactions over the most recent evaluation period with one or more of the top predictors that a buyer will leave eBay or purchase less, such as an opened eBay Money Back Guarantee case, a return because the item wasn’t as described, or negative or neutral feedback.
The good news for you: As of the last seller evaluation on February 20, your defect rate is projected to meet the new 5% maximum expected of eBay sellers when the new standards take effect on August 20.
A low defect rate is important because it indicates that your buyers consistently receive the item they expect, when they expect it. Buyers won’t see your defect rate, but in general, the lower your defect rate, the better your position in Best Match search results, so it’s well worth the effort to lower it even more.
I encourage you to get familiar with the new performance standards—especially the tips for maintaining a low defect rate.
Track your status in your new seller dashboard
Starting the week of April 16, you’ll get an up-to-date preview of how you’re tracking toward the new standards in your new seller dashboard. Your dashboard will be fully updated with the new standards on August 20.
Where to focus based on your recent selling
In the meantime, based on your recent selling history and the factors included in the new defect rate, pay special attention to these basic services all buyers expect:
Getting their item when they expect it—or even before they expect it—makes for happy buyers. Two of the factors included in the new defect rate have to do with your shipping and handling time: detailed seller ratings of 1 for shipping time and eBay Money Back Guarantee cases opened for an item not received.
To lower your defect rate, always ship your item and upload tracking information the same day or within one business day of receiving payment. Buyers like to see the status of their orders and tracking is always your best protection if the buyer opens a case.
Keep in mind that buyers cannot open an eBay Money Back Guarantee case for item not received until one business day after the estimated delivery date. If the tracking shows the item was delivered to the buyer’s address, the case will be found in your favor and not counted toward your defect rate.
Note, the new defect rate is designed simply to identify transactions where something was not quite right. Each transaction can only count once toward your defect rate, regardless of the number of defects associated with it. When your buyers consistently get the items they expect when they expect them, your defect rate will reflect it—so focus on the basics of good customer service.
Capture sales with easy returns
Recent and future updates to eBay hassle-free returns—including a clear message to buyers on your item page—makes it easier than ever to win more potential sales with your confidence-inspiring return policy.
Category and item specifics updates
As always, changes to categories and item specifics are included with the rest of seller updates. Changes are coming the week of April 7 in these categories.
Find out if your listings are affected.
Business & Industrial
Cell Phones and Accessories
Clothing, Shoes & Accessories
Coins & Paper Money
Collectibles
Dolls & Bears
Health & Beauty
Home & Garden
Jewelry & Watches
Motors
Pet Supplies
Sporting Goods
Sports Memorabilia
Stamps
Travel
More information
Get details on the 2014 Spring Seller Update.
Use the Seller Checklist to stay on top of important dates.
Find out how you can update your listings quickly and efficiently with
bulk editing tools.
For additional insight, you’re also invited to talk with members of my staff during the next two days on a special discussion board we’ve set up for this purpose. Join me and other leaders from eBay in a Town Hall meeting on Wednesday, March 12, from 3:30 pm to 5:00 pm PST.
Register now for a special online workshop for valuable tips on what you can do right now to stay on top with the new standards. Chose the date that’s best for you: Thursday, March 13, 1:00 pm PST
Wednesday, March 26, 11:00 am PST.
As always, thank you for selling on eBay.
Sincerely,
Michael Jones
Vice President,
Merchant Development