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With Ability to Preview New Performance Metrics, eBay Sellers Weigh in

eBay is now providing sellers with a preview of a new dashboard to let them see how eBay is assessing their performance under new guidelines that go into effect in August. The new standards have the potential to change sellers’ standings in search results as well as their Top Rated Seller status. Complaints from sellers began rolling in on Thursday about the criteria eBay is using to judge their performance.

eBay announced the forthcoming revisions to last month as part of the Spring Seller Update. The marketplace is instituting a new defect rate that, among other things, counts neutral feedback as a defect as well as transactions cancelled by the seller “due to stock out or item sold to another buyer.” It also changes the impact of Detailed Seller Ratings on seller performance metrics.

eBay post news of the dashboard on its U.S. announcement board and on the eBay UK website.

Sellers can run a detailed report from their seller dashboard showing transactions that contain defects as defined in the new performance standards. Updated each week, the report includes:

  • Transaction and item ID numbers;
  • Specific defects associated with each transaction, including opened cases, returns for item not as described, negative and neutral feedback, and seller-cancelled transactions;
  • Plus, starting in late April, you’ll be able to see which of your transactions from that point on receive low detailed seller ratings for item description and shipping time.

eBay advised UK sellers to look at their seller dashboard to find out their projected status. “You can see how you’re performing against the new standards and any areas that need attention. You can also download the transaction defect report from the seller dashboard which will give you your transactions with defects to help you pinpoint any problem areas.”

Sellers who did look at their projected status had plenty of complaints about what eBay considers to be a “defect.”

“My issue is with cancellations,” one seller wrote. “I’m getting dinged for accepting returns for any reason???”

“Defect for item not received because the Post Office loses a package is up their in the Top 5 of Ebay’s insane policies, IMO,” wrote another.

Another seller told EcommerceBytes eBay was counting as defects claims that he had won – including an Item Not Received case in which he proved through tracking that his package had been delivered, resulting in the case being closed in his favor.

eBay is hosting a webinar, “Getting the most from your seller dashboard,” on April 23.

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.