|Wed Aug 27 2014 10:16:23|
One Week of eBay Defect Rates - Accessing Reports
By: Ina Steiner
Some eBay sellers still have questions about how to access reports after the marketplace rolled out new seller performance standards, including defect rates, on August 20th along with a new seller dashboard. The reports are important so sellers can check to see details about how eBay is evaluating their performance.
First, a clarification about the dashboard home page - the default metrics displayed are set to the projected seller level for the next evaluation period (today, that would read Sep 20, 2014).
If you click on the tab on the left, you'll see your current seller level as of the current evaluation (today, that reads Aug 20, 2014 evaluation).
"Seller level" can be one of the following: Below Standard, Above Standard, or Top Rated.
In response to a discussion on the Letters to the Editor blog about the new defect reports, a reader asked me asked how she could find the defects page with the Xs that other readers were referring to. Here are some notes that are based on an explanation one seller graciously provided me to share:
Go to the seller dashboard and click on the first line item under "Your performance to date."
The arrow pointing to the right will then point down, and the page will display more details about your performance (see screenshot above taken from YouTube video):
Items and listings
- Low detailed seller ratings for item as described
- Opened cases for items not as described
- Returns for items not as described
Shipping and delivery
- Low detailed seller ratings for shipping time
- Opened cases for items not received
Neutral or negative feedback
- Neutral or negative feedback from buyers
Canceled transactions (out of stock or sold to someone else)
Under the line called Canceled Transactions, there are some very small words with "download a report" in blue, denoting a hyperlink - click on it and log in.
After you have logged in, a new screen will appear (Transaction Defect report) - at the bottom of your screen click on "Download full report."
The reader explains that the report should then download in Excel spreadsheet format. When you view the report, you should expand the columns so you can see the complete titles of the columns. On the far left will be the transaction / listing numbers. You may need to change the number format so the numbers appear correctly, she said.
I couldn't find any place on eBay that went into this level of detail, unfortunately (feel free to post a link in the comments if you can find it). I did find a YouTube video where Cheryl Fujii, eBay Senior Manager of Trust Marketing, gives a taste of this (that's where the second screenshot above comes from). Even though the video doesn't fully explain the ins and outs of the seller dashboard and reports, it may be helpful to view it - skip to the 48-second mark.
eBay implemented defects one week ago - let us know what you think and if you have any questions.