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Updates to seller performance standards

Updates to seller performance standards

We’re making seller performance standards fairer and more consistent when selling abroad, plus we’re doing more to protect your seller level as you expand internationally. We’re also changing the late delivery rate requirement for eBay Top-rated Sellers from 4% to 3%.

Changes to Global seller performance standards

  • From May 2017, to help you grow your business, late deliveries to many countries in our Global region will no longer count against your Global late delivery rate metric, as long as you dispatch on time and make it right with the buyer should any problems occur.
  • From August 2017, individual transactions will only count towards either your Global or your UK & Ireland seller performance standards - never both. 
  • In addition, each transaction will count only towards your Global or your UK & Ireland seller performance standards depending on where the item is posted to, rather than where the buyer is registered.

Changes to the UK & Ireland seller performance standards

  • From August 2017 we’re changing the late delivery rate requirement for eBay Top-rated Sellers from 4% to 3%.

Making Global seller performance standards clearer

Seller performance standards help us recognise and reward the sellers who provide the very best customer service. We measure your performance across up to 4 regions (UK & Ireland; US; Austria, Germany & Switzerland; and Global) and display these on your seller standards dashboard.

We want to help you expand your horizons and grow into new markets, and we also understand the challenges selling across multiple countries can present, so we’re improving how we protect you when selling in emerging markets. From May onwards:

  • Late deliveries will no longer count against your late delivery rate metric, provided you dispatch on time and make it right with the buyer if any problems occur.
  • We’ll remove negative or neutral Feedback caused by delivery delays, from buyers in emerging markets*.

Previously, your Global seller performance standards automatically took transactions within the UK & Ireland into account. They represented your total selling activity on eBay, everywhere.

This can be confusing, so from August 2017 we’re making the following changes:

  • Each transaction will only count towards either your Global or UK & Ireland seller performance standards - never both.
  • Each transaction will count towards your Global or UK & Ireland seller performance standards based on where the item is posted to, rather than where the buyer is registered.

* Find out more about which countries are classified as emerging markets in maintaining and growing your seller level.

What this means for you

This means when you sell on international eBay sites that belong to the Global region, e.g. eBay.fr, eBay.it or eBay.com.au, and you achieve eBay Top-rated Seller status, your listings will stand out much more in the future in these regions. This ensures you get the proper credit for the good work you do selling on our Global sites.

Also, seller performance standards will be more transparent and it will always be clear which seller performance standards programme a transaction counts towards - just look at where the item is shipped to.

Protecting you as you adjust to the changes

Furthermore, we’ll be protecting your Global seller level after these changes are made, to give you time to adjust:

  • eBay Top-Rated Seller: Your status will be protected for 6 months.
  • Above Standard Seller: Your account will be protected from falling Below Standard for 3 months.

Changes to late delivery rate

Buyers want their purchases to arrive on time. Since we introduced the late delivery rate metric as part of our simpler, more objective seller performance standards in early 2016, we’ve seen an improvement in the speed and reliability with which sellers have delivered their items.

To continue rewarding our most outstanding sellers, we’re changing the maximum late deliveries requirement for eBay Top-rated Sellers from 4% to 3%.

What you need to do

Now is a good time to check your seller standards dashboard to make sure you’re on track for a late delivery rate metric of 3% or below.

The changes go live over several months:

  • From May 2017, late deliveries to many countries in our Global region will no longer count against your Global late delivery rate metric.
  • From August 2017 we’re changing the late delivery rate requirement for eBay Top-rated Sellers from 4% to 3%. Your seller standards dashboard status preview will reflect the new threshold starting from 20 July.
  • From August 2017, individual transactions will only count towards either your Global or your UK & Ireland seller performance standards based on where the item is posted to, rather than where the buyer is registered. Your seller standards dashboard status preview will reflect these changes starting from 20 August.

See our late delivery rate guide for more details on how the late delivery rate metric is calculated.

Need more help? Get in touch with our Customer Service team.

Frequently asked questions

 

Could I lose my Global eBay Top-rated Seller status because of this change?

 

How does the seller level protection work?

 

Will my eBay Top-rated Seller discount be affected by this change?