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Seller News April 2010

Service standards
Raising minimum performance standards for selling on eBay
From April 2010, the minimum performance standard will be raised in order to ensure the consistency of service level on eBay and to ensure that it is in line with the expectations of the market.

Raising the minimum performance standard will help to ensure a consistent shopping experience across the entire marketplace and will continue to deliver sellers with the highest buyer traffic and conversion rates on the web.

What is the minimum performance standard?

The minimum performance standard requires sellers to have a low number of 1 or 2 stars on the detailed seller ratings (DSR) score. To meet the minimum performance standard, sellers need only to satisfy either:

  1. the minimum DSR percentage rate; or
  2. the minimum DSR count

If both the DSR percentage rate and the DSR count are over the maximum allowed, then the minimum level of service expected from an eBay seller isn’t being met.

The table below explains the new minimum performance standard expected for all sellers in April, and compares against what is currently in place.

Low star ratings* allowed for each area: Minimum performance standard for all sellers
September 2009 – March 2010 From 1 April 2010
  Rate Count Rate Count
Item as described Max: 3% Max: 3 Max: 1% Max: 3
Communication Max: 4% Max: 4 Max: 2% Max: 3
Dispatch time Max: 4% Max: 4 Max: 2% Max: 3
P&P charges Max: 4% Max: 4 Max: 2% Max: 3
Transaction or GMV volume required Not required Not required

* Low star ratings are detailed ratings of only 1 and 2 stars.

Until their ratings improve, sellers who fall below the minimum standard may face a number of consequences including demotion in search and restrictions on selling activity.

Remember: Minimum performance standards also exist for other eBay markets. Sellers to markets outside UK and Ireland must meet the minimum performance standards for those countries. Likewise, sellers from other eBay sites must meet the minimum standards to sell to buyers in the UK and Ireland. Review our FAQs below for more information.

Find out more about the seller performance standard.

Selling Practices policy for all sellers

In September 2009, a new Selling Practices policy was introduced to eBay Top-rated sellers. From April 2010, this policy will apply to all sellers.

Basically, the Selling Practices policy says:

  • Sellers are responsible for ensuring a smooth and professional transaction with their buyers.
  • This includes setting buyers’ expectations by providing accurate and consistent details about items and the terms and conditions of sale.
  • Sellers also must offer excellent customer service from the time of purchase to item delivery. This includes reasonable postage & packaging charges, clear statement on dispatch time, prompt and professional communication, and ensuring the item is delivered to the buyer as described.
  • Business sellers need to offer a return policy which is included in the listing description
  • Sellers are expected to live up to their stated terms through all stages of a transaction.

Learn more about the Selling Practices policy

Take action

When Action
Now Visit your Seller Dashboard to keep track of your performance.
Now Identify any areas that require attention and create an action plan.
Now Review Selling Practices policy to ensure compliance
Now Review these tips on how to improve your detailed seller ratings
Now If you are a professional seller, understand the new PowerSeller eligibility requirements.

 

Frequently asked questions
  1. Why are you raising the minimum standards?
  2. What are the minimum performance standards on other eBay sites?
  3. I have had a very good Feedback rating of over 99% based on the average DSR. Why are you now changing the emphasis to low star ratings?
  4. How can I find out my current status?
  5. How are low star ratings calculated?
  6. What happens to sellers who do not meet the minimum performance standard?
  7. How will I know whether I am performing to standard if I have less than a total of 10 detailed seller ratings?
  8. If I’m in the PowerSeller programme, do I need to adhere to the minimum performance standards and the Selling Practices policy?

1. Why are you raising the minimum standards?

Raising the minimum performance standard will ensure a consistency of shopping experience across the entire marketplace and will continue to deliver sellers with the highest buyer traffic and conversion rates on the web. To trade on eBay, all sellers have to meet the minimum performance standard for sellers and comply with the Selling Practices policy.

Find out more about seller performance standard and minimum performance.

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2. What are the minimum performance standards on other eBay sites?

Minimum performance standards also exist for other eBay markets. Sellers dispatching to US, Germany, Austria and Switzerland must meet the minimum performance standards for those countries. Likewise, international sellers selling to the UK and Ireland must meet the minimum performance standards of these sites.

Learn more about the minimum performance standard for eBay.com

Learn more about the minimum performance standard for eBay.de (similar to eBay.at and eBay.ch)

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3. I have had a very good Feedback rating of over 99% based on the average DSR. Why are you now changing the emphasis to low star ratings?

Detailed seller ratings (DSRs) are an important measure for seller performance and the service they offer. The focus on low star ratings of only 1 and 2 stars as a measure of service standard reflects the following:

  • All buyers interpret excellent service differently. However, when buyers leave a one or two star rating, it is a clear sign that they were not happy with an aspect of the purchase.
  • For sellers, monitoring the rate of one and two stars received gives a clearer picture of where they may need to improve – whether it’s item description, communication, delivery times and/or postage charges.
  • In our view, it’s more profitable for sellers to focus on providing a level of service that rarely, if ever, gives them a score of one or two stars than by trying to achieve perfect average detailed rating scores.

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4. How can I find out my current status?

Sellers will be able to see a daily updated snapshot of their low star ratings by each detailed rating area on your Seller Dashboard.

Visit your Seller Dashboard now to view your current seller performance.

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5. How are low star ratings calculated?

Number of 1 or 2 star ratings received, divided by total number of transactions

The total number of transactions includes all transactions, not just transactions where detailed ratings have been received. Only transactions made in UK and Ireland are considered for low star ratings.

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6. What happens to sellers who do not meet the minimum performance standard?

Sellers who fall below the minimum standard may face a number of consequences including demotion in search and restrictions on selling activity. Review these tips on how to improve detailed seller ratings.

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7. How will I know whether I am performing to standard if I have less than a total of 10 detailed seller ratings?

Sellers who have less than a total of 10 detailed seller ratings and no access to a Seller Dashboard will be notified by email if their performance is below the minimum standard.

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8. If I’m in the PowerSeller programme, do I need to adhere to the minimum performance standards and the Selling Practices policy?

The minimum performance standard and Selling Practices policy will apply to all sellers trading on eBay, including PowerSellers. To be a PowerSeller, you must meet the PowerSeller eligibility requirements in addition to these criteria.

Find out more about the PowerSeller programme.