|Tue Aug 19 2014 15:34:07|
New eBay Seller Standards Take Effect
By: Ina Steiner
eBay's new seller standards - including its controversial Defect Rate policy - go into effect tomorrow. We're setting up this blog post so that as the calendar turns over to August 20, 2014, you can report what you are seeing.
Here is what eBay told sellers about defect rates in March:
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." The defect rate is the percentage of a seller's successful transactions that have one or more of the following "defects":
- 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.
One of the areas of concerns for sellers: they've been reporting that is eBay is giving them a defect when buyers reach out to ask them a question, even if they've done nothing wrong. Last week, eBay announced a change that may help minimize this occurrence as part of its Fall Seller Release:
To help buyers with after-sales support, we're adding an option in the Contact Seller form that allows buyers to ask you a question about an item they've purchased or send you a message after the sale. This option will not be considered a "request/ case" and will not impact your seller performance.
eBay held a webinar last month to review what's changing and to show sellers how to use the new Seller Dashboard to monitor their defect rates. eBay's Brian Burke and Kristi Diemoz also answered questions from sellers.
You can watch the webinar recording on this Youtube video (warning, it's an hour and a half long).
The clock is counting down - let us know if and when you see any impact once the policy kicks in tomorrow.