Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Wed Aug 27 2014 10:16:23

One Week of eBay Defect Rates - Accessing Reports

By: Ina Steiner

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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
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.




Comments (28) | Leave Comment | Permalink

Readers Comments

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

by: AgendaSwallowsAll This user has validated their user name.

Wed Aug 27 12:31:14 2014

Just noticed they've replaced feedback left and received dates with a time frame only function. I'm not one to run reports in an attempt to see who did what, I'm over wasting my time trying to make sense of that which contains none but I'm curious to know if those of you who do take that time will be hampered in an attempt to identify low DSR's with this move or if it's of no concern.
     

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Marie

Wed Aug 27 12:45:39 2014

What the heck was that change for?  How does that improve the site?  

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Ina

Wed Aug 27 13:09:22 2014

Screenshot and details, anyone? ina@ecommercebytes.com

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: iheartjacksparrow

Wed Aug 27 13:46:35 2014

Ina, screenshot sent.

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: iheartjacksparrow

Wed Aug 27 13:50:17 2014

"eBay Senior Manager of Trust Marketing"

Trust Marketing? That must be the easiest job on earth since how many sellers really trust eBay?

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

by: sasikat9 This user has validated their user name.

Wed Aug 27 13:52:28 2014

Like in Washington DC a clear and present danger.

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Basset

Wed Aug 27 13:56:59 2014

Yes, I'm seeing that too, Agenda.

Who knows why someone felt the need for THAT.  

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Anonymous Annie

Wed Aug 27 14:17:17 2014

Today I was busy listing and selling and responding to customer emails and taking phone calls and packing and shipping... and I took a break to peek in here and see what's new.

After reading this thread, I was curious, so I logged in to eBay to see what everyone's talking about.

To my surprise, I have NO SELLER DASHBOARD anymore. HA!

Where the dashboard used to be, appears a message that says:

''Sell your first item on eBay to see your Seller Dashboard! [Start selling]''

With zero sales in over 18 months, I guess eBay figured that I'd be SHOCKED if I ever returned, so they hide all the changes to avoid frightening me away?

Funny!

Okay... that's all for now... back to work for me. Talk to ya later! Good luck trying to figure it all out and make sense of everything! ;-)

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: iheartjacksparrow

Wed Aug 27 15:44:32 2014

Come on, Annie, stop teasing eBay sellers with how fun and easy your life has become since leaving JD's house of horrors.

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Anonymous Annie

Wed Aug 27 16:45:41 2014

@ I<3JS ...

Ha! Was I *that* obvious? ;-)

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

by: cmabresch This user has validated their user name.
Web Site

Thu Aug 28 06:39:09 2014

When you open your seller dashboard to the projected next evaluation you can not run a report on the current month yet. you need to go back to column on left and run reports there, The BEST place to get information is the trending data link small letter under the current months evaluation, open that up switch to by count and you can scroll back a full 12 months in my case and you can get numbers for their crazy tracking etc.

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

by: nothingnew This user has validated their user name.

Thu Aug 28 07:53:02 2014

Off topic, Its about time! The atterney general looked into ebay for ANY reason

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Al G

Thu Aug 28 08:43:04 2014

Congratulations Ina on your foray into technical writing.

Are you perchance applying to eBay for a job? Obviously, THEIR technical writing staff is not up to the job - as well as their programming staff who makes the original ADVENTURE game (orignially on ARPANET (pre-internet)) look like a walk in the park compared to the Byzantine maze of the Seller Dashboard.

You want your information choices visible and in a location where it is easily found. Sheesh. I was doing that stuff over 20 years ago on a NeXT machine which was crude by today's tools.

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

by: FREDDY This user has validated their user name.

Thu Aug 28 09:10:43 2014

nothingnew.

The AG has been bought and paid for. So that would be useless.

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

by: Eric Saeger This user has validated their user name.

Thu Aug 28 09:59:03 2014

"Cheryl Fujii, eBay Senior Manager of Trust Marketing"

Everybody gets a soccer trophy!

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

by: Linda This user has validated their user name.

Thu Aug 28 10:58:32 2014

Well, with the dates now off of feedback, you can't even tell what reports to run. As of yesterday, since I was not defective in the last 30 days, there is no report that I can run.

Just out of curiosity, anyone who was saving the weekly defect reports, have you looked at them? All my transaction ID's have reverted to the same number. Can you please look? I had saved 2 different reports in .csv formats and originally did a edit/copy/paste. I wanted to track when defects were going to be falling off.  One report I had not accessed in 2 months had the same funky transaction number as the one from last week and no dates. It's almost like a code was written into the data which would cause those numbers to change.

Anyone?

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Marie

Thu Aug 28 12:09:39 2014

@Linda

The report described in the article above that the link appears just below the Canceled Transaction numbers on your dashboard is NOT just for a 30 day period.  It is for at minimum for your eval period.  It is NOT a 30 day report.  If you see nothing on it except in the past 30 days, then you only received defects in the past 30 days.

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

by: LightWing This user has validated their user name.

Thu Aug 28 17:06:34 2014

@Linda,

Just checked ours and the transaction numbers are different. They ARE still DOUBLE COUNTING defects though.

On the Dashboard we are being hit once for a cases opened and low DSRs on the SAME transaction.

On the Downloadable report that is not the case which was updates today.

What a Cluster......

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Marie

Thu Aug 28 17:15:42 2014

@linda

Sometimes I can be a little slow, so I apologize.  I just realized that I believe you are talking about a different report that can only be ran for short periods of time.  You and I may be talking about two different reports.

So just in case that is correct, let me describe this other report.  If you need more help finding it, just ask.

There is a report that you can run from your Dashboard [not the tabs / links on the far left] that tells you what transactions you have defects on during the evaluation period.  It also give you the transaction number so you can ID it to a buyer if you desire.

If you need more help, just ask.

Perminate Link for One Week of eBay Defect Rates - Accessing Reports   One Week of eBay Defect Rates - Accessing Reports

This user has validated their user name. by: Marie

Thu Aug 28 17:57:05 2014

@lightwing

It may not be as bad as you think.

A single transaction can get multiple defects.  

For example:
The buyer files a SNAD & wins
They leave neutral FB
They rate you as a 3 in the Description DSR.
They rate you as a 1 in the Shipping time DSR.

All of those gets you a defect.  In this case it would be 4 of them.  All those defects will appear in the details on your dashboard when you click into the area called ____% of your transactions had defects.

Now Ebay does not count all those 4 defects against you as they will only count a maximum of 1 defect per transaction.

So when you look at the details where they list all your defects in each category that total may be different than what you see at the top where that Red, Blue & Green bar is.

That bar is Red for Below Standard, Blue for Above Standard and Green for TRS.  There is an icon that slides as defects come and go.  It is in very small print but it may say something like .80% 8 out of 1000.

Which means there are 8 defects out of 1000 transactions.  Now your details by categories below may add up to be a higher number.  If they do, it means you received multiple defects on a single transaction.

So the details could show 15 but the percentage of defects is based on the 8 because of only one defect per transaction maximum.

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