Standards overview
eBay expects sellers to consistently provide service that results in a high level of buyer satisfaction. This includes setting and meeting buyer expectations by providing excellent customer service from beginning to end.
Sellers can see how they're performing both locally and across various international markets in their Seller Dashboard. Specifically, they can view how well they're meeting buyer expectations with buyers from the United States, United Kingdom, German, and global markets. Learn more about eBay's global seller performance standards.
As a seller, you're expected to:
Charge reasonable P&P costs.
Specify P&P costs and dispatch time in the listing.
Follow through on your return policy.
Respond to buyers' questions promptly.
Be helpful, friendly, and professional throughout a transaction.
Make sure the item is delivered to the buyer as described in the listing.
For more information on meeting buyers' expectations, see our selling practices policy.
Keep in mind, too, that if you don't meet buyers' expectations, it can lead to:
A bad experience for you and the buyer
Low detailed seller ratings (DSRs)
Negative or neutral Feedback from buyers
A buyer opening a case in the Resolution Centre to fix problems
Detailed seller rating requirements
To meet the minimum performance standards that are required to sell on eBay.co.uk, the number of 1 and 2 ratings you receive on your detailed seller ratings can't exceed a certain percentage of your total transactions with buyers. Here are the minimum detailed seller ratings requirements all eBay sellers are expected to meet:
Item as described |
1% |
3 |
Communication |
2% |
3 |
Dispatch time |
2% |
3 |
P&P charges |
2% |
3 |
To measure your overall performance accurately, we'll count 1 and 2 ratings only if they come from 2 or more buyers within any given evaluation period. If you have more than 400 transactions, 3 or more buyers must leave low detailed seller ratings before they are counted.
In addition to meeting the standards for low detailed seller ratings, you'll be expected to minimize the amount of negative and neutral Feedback received.
If you receive an excessive amount of negative or neutral Feedback, you may be considered to be performing below standard.
Buyer protection case requirements
The number of buyer protection cases opened with eBay or PayPal is an important indicator of how well a seller may be meeting buyer expectations on eBay, and is a measure of overall seller performance.
An opened case is any eBay Buyer Protection or PayPal Buyer Protection case opened that passes checks for eligibility and buyer abuse or fraud. A case closed without seller resolution is any case the seller is unable to resolve with the buyer prior to the case escalating to eBay or PayPal for review, and eBay or PayPal determines the seller is responsible.
Here are the minimum case requirements all sellers are expected to meet:
|
Minimum standard for all sellers |
Powersellers
|
|
|
Above standard |
eBay Top-rated |
Registered as a business on eBay |
N/A |
Yes |
Yes |
Minimum average detailed seller ratings |
N/A |
4.60 |
4.60 |
Maximum amount of low detailed ratings of 1 and 2 stars* |
Percentage or count** |
Percentage or count** |
Percentage or count** |
Item as described |
Max: 1% or 3 |
Max: 1% or 3 |
Max: 0.5% or 2 |
Communication |
Max: 2% or 3 |
Max: 2% or 3 |
Max: 0.5% or 2 |
Handling time |
Max: 2% or 3 |
Max: 2% or 3 |
Max: 0.5% or 2 |
Postage & packaging charges |
Max: 2% or 3 |
Max: 2% or 3 |
Max: 0.5% or 2 |
NEW Opened buyer protection cases (from 20 October) |
Max: 1 % or 3 |
Max: 1 % or 3 |
Max: 0.5 % or 2 |
NEW Seller unresolved buyer protection cases (from 20 October) |
Max: 0.3 % or 2 |
Max: 0.3 % or 2 |
Max: 0.3 % or 2 |
Notes:
Sellers with 400 or more transactions over the past 3 months are evaluated on their transactions with UK & IE buyers from the last 3 calendar months. For all other sellers, the rate is calculated from transactions with U. buyers over the last 12 calendar months.
While most cases affect a seller's performance evaluation, we understand there may be some situations when a buyer protection case was opened and shouldn't count in a seller's performance evaluation. Examples include cases opened as a result of fraudulent activity, or cases closed in the seller's favor, when the seller uploaded shipping tracking information before the case was opened.
You can get more information on buyer protection cases that impact seller performance.
What happens if you don't meet the standards?
The following may result:
Your listings could be demoted in search results
You could be restricted from selling items on eBay
If you are a PowerSeller or eBay Top-rated seller, it could affect your ability to remain in those programmes
In very serious cases, your account may be suspended. If this happens, you:
Must resolve all issues on the account before you can buy or sell with other eBay accounts
Can’t register for a new account
Can’t use an existing eBay account to avoid any selling restriction or other policy consequences
Find out more about using multiple accounts.
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