New Ebay Seller Evaluation

New way to measure performance rewards sellers providing great service

Starting with the August 20 monthly seller evaluation, a new measure, the transaction defect rate ("defect rate"), will replace the current four individual detailed seller rating requirements in evaluating seller performance. This new rating may impact your status.
The defect rate is simply the percentage of a seller's successful transactions that have one or more of the following transaction-related defects, the top predictors that a buyer will leave ebay or buy less:
Detailed seller rating of 1, 2 or 3 for item as described
Detailed seller rating of 1 for shipping time
Negative or neutral feedback
Return initiated for a reason that indicates the item was not as described
ebay Money Back Guarantee (previously known as ebay Buyer Protection) or PayPal Purchase Protection case opened for an item not received or an item not as described
Seller-cancelled transactions
Starting with the August 20 evaluation, to meet ebay's minimum standard, sellers can have up to a maximum 5% of transactions with one or more transaction defects over the most recent evaluation period. A maximum 2% will allow a seller to qualify as an ebay Top Rated Seller. Only transactions with US buyers count.
The defect rate won't affect your status until you have transactions with defects with at least 8 different buyers (at least 5 different buyers to impact Top Rated status) within your evaluation period.
Just as today, sellers can have a maximum of 0.3% of ebay Money Back Guarantee or 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 reached out to ebay or PayPal to review it, and ebay found you responsible.
Just as today, sellers with 400 or more transactions over the past 3 months will be evaluated based on the past 3 months and sellers with fewer than 400 transactions will be evaluated based on the past 12 months.

In general, the lower your defect rate, the better your position in Best Match search results

By focusing squarely on what matters most to buyers, the new transaction defect rate allows ebay to recognize and reward sellers who consistently deliver the great service buyers expect—and to identify and respond to the experiences that erode confidence and drive buyers away.
Buyers won't see your defect rate. Buyers will continue to see what they see today. But if you maintain a low defect rate, ebay will reward you with an enhanced position in Best Match search results, so your track record for great service can pay off in more visibility and potential sales.

Top Rated Seller updates reward services buyers want most

Starting with the August 20 evaluation, the new 2% maximum defect rate for Top Rated Sellers will apply. This will replace the four current detailed seller rating requirements that allow for just 0.50% transactions with low ratings. This extra margin—plus the fact that the defect rate will not affect your Top Rated status until you have transactions with defects with 5 different buyers—will help you stabilize your well-earned status and rewards.
The current 98% positive feedback requirement for Top Rated Sellers will no longer apply as a requirement, though buyers will still be able to see your positive feedback percentage.
A valid tracking number—meaning a tracking number with at least one carrier scan recorded and validated by eBay—must be uploaded within your stated handling time on 90% of all transactions. It doesn't have to be a scan at the point of drop-off or pick-up. It can be any scan within the delivery process, including the final delivery scan, as long as it's within your stated handling time.

Extended holiday returns required for Top Rated Plus discount and seal

To qualify for the Top Rated Plus seal and 20% final value fee discount between November 1 and December 31, your listings must include the new extended holiday return option, with returns accepted through January 31. Bullion, Gift Cards, Tickets, and all Business & Industrial categories are exempted from this requirement.
Same fast shipping and 14-day returns: As before, same-day or one-day handling will be required for Top Rated Plus listings, and a 14-day or longer money-back return policy will continue to be required when holiday returns are not in effect.
Note, starting in August, all Business & Industrial categories will be exempted from the 14-day or longer return requirement along with Bullion, Gift Cards, and Tickets that are excluded today.

http://pages.ebay.com/sellerinforma...andards.html

I'm not sure how many users stick with best match, but I always change it to sort by price (hi or lo depends what I'm looking for) or time remaining to catch last minute deals or new listings with good BIN prices. It just feels easier to sort through all the millions of listings this way.

Does this apply to the US only? Or is it a universal change?

Terry

I think it only applies to U.S. sellers for now.

I was hoping that would drop the tracking requirement for the Top Rated Seller Status. Nobody wants to pay for tracking for a low priced item and domestic shipping is usually never a problem to begin with.

The "defect" rate will be calculated on transactions between US sellers and only US buyers.

I'm with Ray that I usually don't leave it on best match. ebay's idea of best match and mine often differ.

It looks like sellers outside of the US will no longer be able to qualify for Top Rated Seller status unless they ship everything by USPS, UPS, FedEx or DHL Global Express. Tracking from foreign post offices is disqualified for the TSR program.

I sell from Australia I have an Australian ebay store and list on USA ebay with TRS status. Postage regular airmail $2.60. If I had to send every item with tracking it would cost $22 per sending and I would go broke quickly. I am TRS silver level so I suppose with the new defect program ebay announced I will no longer qualify for trs? Can someone confirm this? Postage via airmail is mostly good, just get the occasional ebay robber who claims they didn't get the item and want their money back. Had one this morning their item not even two weeks in the post and he raised a paypal claim for refund on $100. But for the most buyers and there are many are happy with the cheap worldwide postage I offer. If I set it at $22 for $5 postal history items they would not even bid. On the new defect system I am sure it affects me to since I list on ebay usa, now here is the million dollar question. If I don't offer tracking on every item at high expense will my items be further back in the best match and result in lower sales? The holiday returns I think is only from Sept through to January I can understand that as at that period I sometimes waited 2 months for items in the post to reach me. But in normal times for postal history items 14 days returns should be enough. Why would they want to return an entire letter after 30 days? Lately there has been a dramatic decrease in sales in the last two weeks, has anyone else noticed this? If your selling a specific item like postal history or stamps buyers would specifically be looking for the items you sell so maybe best match may not have an affect? Comments welcome

It is still a good place to be with ebay as 99%+ of our sales are from Australia.

I am very close to selling Australia only! Heavy kiloware type lots we are charging $60 to mail a 500g by air mail & $60 for every other 500gs.

Still to get a sale outside Australia with kiloware! I wonder why......

Hi KGV I probably have less than 10% of customers in Australia I don't know why, as all my items are seen on the au site including QV covers. And I do offer free postage normally 60 cents on local transactions. Soon to be 70 Cents. I'd say the larger proportion of my buyers are in UK especially England and then USA, few in Canada and some in Asia. I don't know if there are a lot of collectors for pre-stamp letters in Oz. Or QV covers with 1d penny red stamps on them. I wish I had more local buyers. KGV do you expose your listings with the international visible choice when listing? Maybe that's why you have 99% customers in OZ.

duncanvr this is from the Top Rated Seller requirements:

A valid tracking number—meaning a tracking number with at least one carrier scan recorded and validated by eBay—must be uploaded within your stated handling time on 90% of all transactions. The scan doesn't have to be at the point of drop-off or pick-up. It can be any scan within the delivery process, including the final delivery scan as long as it is within your evaluation period.

Valid tracking is defined by ebay as follows:

When you upload a tracking number to My ebay, ebay will automatically check for carrier scan information indicating that the item is either on its way or delivered. Today, only tracking numbers from USPS, UPS, FedEx and DHL Global Express will be validated with scan information.

http://pages.ebay.com/sellerinforma...ml#top_rated

Hi duncanvr.

We are using an Australia ebay Anchor store with no extras.

Have just finished listing the leftovers of high values with a total of 344 lots. ebay was down last week & so was I.....

I do think we have many complete sets of Australia from 1990 to 2013 & some from 2014. Example the 2014 60c + $2.60 interpost "The Urn Returns".

The hard to get Australia stamps we have go to all the eBays around the world. The common stamp can only be found in Australia.

Have yesterday just finished scanning our last set of 107 stamps that belong to 2006 Commonwealth Games. Can not sell the whole set for $100 but as singles they get snapped up for a starting price $1.99 each.
It is the impossible task of trying to list everything at one time. It is just to much work to do it!

This is for me the hardest decimal stamp set to get. Yes the images are of "rocking horse manure".




I break them down too! They sell better and for more broken down!

"I'm with Ray that I usually don't leave it on best match. ebay's idea of best match and mine often differ."

I never use their best match - more like worst match.

The August deadline for the new defect rate is coming up soon.

I have recently discovered how easy it is to create a defect.

I always advertise in each listing that I do combine shipping, but please wait for an invoice and send me a request. I ship at exact postal rates, but ebay cannot do it correctly automatically. I have to enter the correct postage amount myself and send invoice. The vast majority of the buyers understand and comply. However there's always one, usually someone fairly new who didn't read. The buyer will pay for each item separately with increased shipping costs to the buyer and PayPal fees to me.

I quickly cancelled all three transaction and sent the buyer one combined invoice to pay which he did. He's fine, but under ebay's defect system I'm not. Because I gave the seller three refunds shortly after the auction, it counts as a seller cancellation and that's three strikes towards the defect rate. I would be better off by sending the buyer a personal check to refund the difference. My rate is still low enough that it won't impact me.

However, moral of the story is be careful about full refunds. Full refunds count as seller cancellations and they will count as a defect.

I wish ebay could block buyers from paying for multiple items until they receive an invoice and this won't be an issue.

I recently received this in an email from my ebay rep. While it isn't directly on point with your scenario, it does provide all sellers with some good tips on how to work within the new "law' regarding the defect rate:

""It was a pleasure speaking with you today. As we discussed, I am sending you the information about the options of canceling a transaction without it counting against your defect report.

The following reasons for a canceled transaction won't count against your seller performance:
Buyer purchased item by mistake or changed mind
Buyer is returning item for refund
You and buyer disagreed over terms
Buyer is unresponsive
Buyer's payment hasn't been received or hasn't cleared
Buyer requested shipment to an unconfirmed address
ebay notified you to cancel
and
Global Shipping Program order

If you have further questions please let us know.""

I'm going to have to contact ebay and show them the flaw in their system. The buyer did indeed pay for the items, but ebay doesn't pick up on that.

Another issue. Say you had a buyer contact you about an item not received. That's a strike towards the defect rate. You send a full refund, but later on the buyer does receive the item and sends the money back. It's even remarked on ebay that the return payment is received. Shouldn't the strike be lifted? It's not.