From May 2010, what’s changing is that these metrics will be displayed on the Seller Dashboard. Sellers have always been held accountable if there is a high rate of cases filed. Having access to these metrics means greater transparency enabling sellers to respond quickly and proactively. The new requirements will come into effect only from 20 October 2010.
Having access to the number of opened and seller unresolved cases will help sellers to improve their customer service.
From 20 October 2010, the following requirements will be added to the seller performance standards:
All seller performance standards including the rate of opened and seller unresolved cases will be shown in the Seller Dashboard, and will not be visible to buyers. They will be updated on a daily basis.
To meet the seller performance standards, sellers must not exceed the maximum:
|Minimum standard for all sellers||PowerSellers|
|Above standard||eBay Top-rated|
|Registered as Business on eBay||N/A||Yes||Yes|
|Minimum average DSRs||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|
|P&P charges||Max: 2 % or 3||Max: 2 % or 3||Max: 0.5 % or 2|
|NEW from 20/9/2010: Opened cases||Max: 1 % or 3||Max: 1 % or 3||Max: 0.5 % or 2|
|NEW from 20/9/2010: Seller unresolved cases||Max: 0.3 % or 2||Max: 0.3 % or 2||Max: 0.3 % or 2|
* Only items sold to buyers in the UK and Ireland are considered for the cases and low star ratings.
|By when||Take action|
|May 2010||View opened and seller unresolved cases which will be displayed on Seller Dashboard|
|Now||Identify any areas that require attention and create an action plan.|
|Now||Review these tips on how to improve your detailed seller ratings|
|Now||Review our Seller Checklist|
|Now||Contact customer support for more information.|
1. Why are opened and seller unresolved cases being added to seller performance standards?
Sellers have always been held accountable if there is a high rate of items not received or significantly not as described cases filed. By making these metrics more transparent, sellers can respond to cases more quickly and be more proactive in managing their businesses.
2. Why are all cases being included, even if they have been resolved promptly?
Sellers are expected to deliver excellent service that result in smooth transactions and high buyer satisfaction. This means it’s important that sellers get it right the first time. Likewise, buyers are always encouraged to contact sellers first with any issues. For the vast majority of transactions, this direct buyer-seller communication works just the way it should. When a buyer is motivated to open a case, this is a clear sign of dissatisfaction. A high rate of opened cases is a clear indication that some aspect of a seller’s service requires attention—regardless of the outcome of the case.
3. How are opened cases calculated?
The maximum percentage of opened cases based on transaction volume is calculated as follows:
Total number of cases during the evaluation period
Total number of transactions during evaluation period
eBay Top-rated sellers will be meeting the cases requirement unless they have more than 2 opened cases during the evaluation period, or exceed the percentage rate allowed. (See table above),
For all other sellers, they will be meeting the minimum standard unless they have more than 3 opened cases during the evaluation period, or exceed the percentage rate allowed.
4. What is the evaluation period?
All requirements for the seller performance standards, including opened cases and low star ratings, are measured over the same defined evaluation period:
The evaluation period is displayed on the Seller Dashboard which sellers should regularly visit to keep track of their performance.
5. What is eBay doing about buyers who abuse the eBay Buyer Protection process by filing cases inappropriately?
To protect sellers, eBay is taking steps identify instances of buyer abuse, including buyers who show a pattern of filing cases inappropriately. All buyers are encouraged to contact sellers directly before opening a case. Cases that are found to be inappropriately filed by the buyer will be removed from the opened cases calculation to ensure that the seller’s performance is reflected accurately.
Find out more about how eBay is protecting sellers from Feedback abuse.
6. What other checks are made to ensure cases meet the criteria for opened cases?
A number of checks are applied before a case is considered “opened”. These include:
7. What happens if a buyer files a case a month after the transaction? When will that case count for evaluation purposes?
Cases filed a month after the transaction will still be calculated in the month that the transaction occurred. Therefore, rates for each month will be continuously updated as buyers file cases and the cases are resolved. For example, a case filed and resolved in May for a transaction that occurred in April will be included in opened cases calculations for April.
8. When would a seller use the count, and when would they use the percentage rate?
To see whether the seller performance standard is being met:
A seller may exceed the count rate, but still fall below the maximum threshold for the percentage rate. For example, if sellers have 4 low star ratings for a particular area, but overall 1500 transactions in the evaluation period, they would not exceed the percentage count. In this case, the seller will continue to meet the seller standards.
9. What happens to eBay Top-rated and other sellers who do not meet the new opened and seller unresolved cases requirements?
eBay Top-rated sellers must meet the higher threshold specified for these requirements, otherwise they will lose their eBay Top-rated seller status.
For all other sellers, if they do not meet the minimum standard specified, they could face a number of consequences including demotion in search and restrictions on selling activity. For serious cases, account suspension may result.
Information on opened and seller unresolved cases will be displayed on the Seller Dashboard from May 2010, however they will come into effect only from 20 October 2010. To minimise cases being filed, sellers should review these tips on how to improve detailed seller ratings and their Seller Dashboard regularly. If a case is filed, it’s important that sellers resolve it in a timely and professional manner.