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Seller performance standards

Standards overview

eBay expects sellers to consistently provide service that results in a high level of buyer satisfaction. This includes setting and meeting buyer expectations by providing excellent customer service from beginning to end.

You can see how you're performing both domestically and across various international markets in your seller standards dashboard. Specifically, you can view how well you're meeting buyer expectations with buyers from Canada, the United States, United Kingdom, German, and global markets. Learn more about our global seller performance standards.

As an above standard seller, you're expected to:

  • Promptly resolve customer issues.

  • Ship items on time, within your specified handling time.

  • Manage inventory and keep items well stocked.

  • Charge reasonable shipping and handling costs.

  • Specify shipping costs and handling time in the listing.

  • Follow through on your return policy.

  • Respond to buyers' questions promptly.

  • Be helpful, friendly, and professional throughout a transaction.

  • Make sure the item is delivered to the buyer as described in the listing.

For more information on meeting buyers' expectations, see our selling practices policy.

Keep in mind, too, that if you don't meet buyers' expectations, it can lead to:

  • Not meeting the late shipment rate requirements

  • Exceeding minimum requirements for defect rate

  • A bad experience for you and the buyer

  • Low detailed seller ratings (DSRs)

  • Negative or neutral Feedback from buyers

  • A buyer opening a case in the Resolution Center to fix problems

Transaction defect rate requirements

The defect rate is the percentage of your transactions that have one or more of the following transaction-related defects:

  • eBay Money Back Guarantee and PayPal Purchase Protection cases closed without seller resolution

  • Seller-initiated transaction cancellation

To meet our minimum standard, you can only have up to 2.00% of transactions with one or more defects over the most recent evaluation period. To qualify as a Top Rated Seller, you can only have up to 0.50% of transactions with one or more defects over the most recent evaluation period. Only your transactions with US buyers count toward your seller performance rating on eBay.com.

The defect rate won't affect your seller performance status until you have transactions with defects with at least 5 different buyers, or at least 4 different buyers to impact Top Rated status, within your evaluation period.

You can have a maximum of 0.3% of PayPal Purchase Protection closed cases without seller resolution over the most recent evaluation period. That means the buyer opened the case, you weren't able to resolve it, the buyer asked eBay or PayPal to review the case, and we found you responsible.

Sellers with 400 or more transactions over the past 3 months are evaluated based on the past 3 months and sellers with fewer than 400 transactions are evaluated based on the past 12 months.

Buyers won't see your defect rate. Keep in mind that buyers will still see your feedback rating and all 4 Detailed Seller Ratings.

Feedback that's revised by the buyer from negative to positive doesn't count as a defect. Similarly, neutral feedback or feedback with low detailed seller ratings for shipping time or item as described can be revised so that it doesn't count as a defect.

You'll be recognized for on-time shipping if tracking shows your item was either shipped within the stated handling time or delivered by the estimated delivery date. If there's no tracking available, we'll check with your buyer. If your buyer confirms the item was delivered on time, you'll be recognized for on-time shipping.

Shipments will only be considered late when:

  • Tracking shows the item was delivered after the estimated delivery date and there's no acceptance scan within your handling time or there's no confirmation from the buyer of on-time delivery; or

  • The buyer confirms that the item was delivered after the estimated delivery date and there's no acceptance scan within your handling time or there's no delivery confirmation by the estimated delivery date

If you would like to see a summary of the new standards, please see the Fall Seller Update.

Cases closed without seller resolution

The number of cases closed without resolution is an important indicator of how well a seller may be meeting buyer expectations on eBay, and is a measure of overall seller performance. These standards are only applicable to Canadian sellers listing on eBay.com.

A case closed without seller resolution is any case the seller is unable to resolve with the buyer prior to the case escalating to eBay or PayPal for review, and eBay or PayPal determines the seller is responsible.

Here are the minimum case requirements all sellers are expected to meet. The percentage requirement applies after the account has exceeded the maximum number of occurrences. 

Rates of cases based on Percentage of cases Maximum number of occurrences

Closed cases without seller resolution

0.30%

2

Notes:

  • Sellers with 400 or more transactions over the past 3 months are evaluated on their transactions with US or Canadian buyers from the last 3 calendar months.  For all other sellers, the rate is calculated from transactions with US buyers over the last 12 calendar months.

  • Any case or return that is referred to eBay or PayPal for review and is found in your favour - or found to be no fault of the buyer or seller - won't count against your performance rating.

  • To become a Top Rated Seller, you must meet higher requirements than those above.

Fair performance evaluation

To measure your overall performance accurately, we look at your performance as a whole. We also consider a buyer's pattern for opening cases and leaving low detailed seller ratings—and protect you when necessary.

What happens if you don't meet the standards?

If you don't meet the minimum performance standards, your search placement will be lowered and there may be limits to your selling activity until your ratings improve. You may also be restricted from selling items on eBay if your performance falls significantly below the minimum requirements. If you have a Premium or Anchor eBay Store and have been below standard for 60 days, your Store may be downgraded to the Basic level.

If your account doesn't meet the standards, you:

  • Need to resolve all issues on the account before buying or selling with other accounts

  • Can't register for a new account

  • Can't use an existing eBay account to avoid buying and selling limits or other policy consequences

Note: We monitor eBay.com for sellers who may be creating poor buying experiences at higher rates, in shorter timeframes, or in different areas than sellers identified by the eBay Seller Performance process. These accounts may be restricted, limited, suspended, or have their seller level changed to below standard.

Individual listings with larger than usual numbers of claims, negative or neutral feedback, and low Feedback DSRs may also be removed and shouldn't be re-listed until all problems are fixed.

Learn more about using multiple accounts. For guidelines on meeting buyers' expectations, see our selling practices policy.

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