Detailed seller ratings
In addition to leaving a general rating of positive, neutral, or negative for a transaction, buyers can rate specific aspects of the transaction with detailed seller ratings (DSRs).
How to leave detailed seller ratings
You can leave detailed seller ratings right after your transaction, or at a later time, up to 60 days after the transaction. If you choose to leave detailed seller ratings, you must leave them at the same time you give your overall Feedback rating and comment.
To leave detailed seller ratings:
Click the Leave Feedback link on the right side of the page.
Rate your overall experience as positive, neutral, or negative. After you've selected your overall rating, you can add a descriptive comment and leave detailed seller ratings.
Click the stars to rate each aspect of your transaction.
5 stars is the highest rating, and 1 star is the lowest.
|What you rate ||Tips for rating|
How accurate was the item description?
Review the item title, description, and condition to see if they match the item you received.
How satisfied were you with the seller's communication?
Recall whether the seller addressed any questions or concerns that you had, and did so in a professional manner.
Consider only business days when evaluating the timeliness of the seller's communication (sellers might not check email on weekends and holidays).
If the seller met specific requirements, the seller automatically receives a 5-star communication detailed seller rating, and you won't be able to change the rating.
How quickly did the seller ship the item?
Rate the seller only on the time it took to mail the item, not the time it took you to receive the item.
Don't hold sellers responsible for delays in mail services, international custom delays, or for the time it takes for your payment to clear. If you picked up the item locally, you won't be able to provide a rating for this category.
If the seller met specific requirements, the seller automatically receives a 5-star shipping time detailed seller rating and you won't be able to provide a rating for this category.
Note: If we determine at a later date that the seller met the requirements for an automatic 5-star shipping time rating, we may adjust the rating to 5 stars.
How reasonable were the shipping and handling charges?
Remember that sellers may charge for the cost of the actual packaging materials, along with a reasonable handling fee to cover the seller's time and direct costs associated with shipping.
If the seller provided free shipping, the seller automatically receives a 5-star shipping and handling charges detailed seller rating, and you won't be able to change the rating.
For international transactions, buyers are expected to pay duties, taxes, and customs clearance fees as required by country laws.
If you picked up the item locally, you won't be able to provide a rating for this category.
Note: Transactions in Motors vehicle categories aren't rated on shipping time and shipping and handling charges, because vehicle shipping is typically arranged by the buyer.
Where to find a seller's detailed seller ratings
To find a seller's detailed seller ratings, click the number in parentheses next to the seller's username. You can see the detailed seller ratings in the seller's Feedback Profile. When a seller has enough ratings, you'll see stars that show the seller's average rating. Read below to see how the ratings are calculated.
Tip for sellers: Visit your Seller Dashboard to see how your buyers have rated you. You'll see your ratings and find out how they compare to those of other eBay sellers.
How detailed seller ratings are calculated
The detailed seller rating system is based on a 1- to 5-star scale. 5 stars is the highest rating, and 1 star is the lowest. Detailed seller ratings don't affect a seller's overall Feedback score, and detailed seller ratings aren't included in the seller performance standards.
Average ratings are computed on a rolling 12-month basis and appear only when a seller has received at least 10 ratings. If a seller hasn't received at least 10 ratings in a category, the average rating won't appear.
Buyers can leave Feedback for a seller for more than one purchase. However, to make sure that the additional Feedback is calculated, each item must be purchased in a different week. For Feedback purposes, we define a week as Monday through Sunday, Pacific Time.
Improving your detailed seller ratings
If you're a seller, use these suggestions to help you improve your seller rating or maintain a high rating:
Item as described: Describe your items accurately.
Write descriptions that include the relevant details about your items.
Be accurate and mention all defects. Write as if there were no pictures, so you leave no doubt in buyers' minds about what they're getting.
Don't describe reconditioned or refurbished items as "new." When buyers see the word "new," they expect new, not "like new."
Use plenty of pictures and show your items from multiple angles.
If you're listing a used item, include a picture of the actual item, not a generic or stock photo.
Fill out item specifics as much as possible and include important details like size, weight, colour, and quantity.
Format your description so buyers can read it easily. Use bullets, bold headings, and simple paragraphs.
Communication: Let your customers know you're there for them.
In your listings, spell out your policies and how buyers can reach you. Tell your buyers how quickly they can expect a response, and follow through on the expectations you set.
Create automatic communications to give buyers updates on their item. For example, in Selling Manager Pro and other selling tools, you can create an automatic message, such as "Thank you for the order and the quick payment. Your item shipped today!"
Respond to emails and phone calls quickly.
Include answers to frequently asked questions in your listings to help avoid routine inquiries.
Stay calm and keep an open mind in all your communications with buyers. When treated with courtesy and consideration, even the most disgruntled buyer can become a loyal customer.
Shipping time: Ship as quickly as possible.
Offer either same business day or 1 business-day handling whenever you can. Offer handling times that are longer than 1 day only for exceptions and special items.
Specify your shipping policies in the shipping details section of your listing.
Be specific about the shipping services you offer, including delivery time for each service.
Offer a shipping service that provides tracking numbers. Tracking is an important way for you and your buyers to monitor your shipments.
Print your shipping labels on eBay or PayPal. When you purchase the label, you can also purchase insurance for your shipment. And you and your buyer will automatically receive an email with the date you shipped the item and the tracking number.
Even though it's not required, we recommend that you purchase shipping insurance or use a shipping service that offers loss and damage protection. You can add the cost of the insurance to the handling fee or item price.
Shipping and handling charges: List with reasonable shipping charges.
Offer free shipping. If we can confirm that a buyer chose your free shipping option, you'll automatically receive a 5-star shipping and handling charges rating, plus you'll attract new buyers, and your listing may receive more visibility in search.
Specify details such as service and cost in the shipping details section of your listing.
Provide details about any handling or packaging costs in the item description.
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