eBay have just announced that Seller Dashboards have been updated with a preview of the standards due to kick in on the 20th February 2016. This gives you the first chance to see how your metrics stack up against the new eBay criteria.
eBay will also be communicating directly with sellers, letting them know how their accounts are doing under the new system with data based on the 28th October.
Some sellers may see their account status change under this projection. Whilst many sellers will retain their eBay Top-rated, eBay say that their team will be working to support sellers whose accounts lose Top-rated status.
It may seem strange that eBay are reducing the number of defect causing events down to just two and that may cause a loss of status and it shouldn’t affect high volume sellers who are on a three month rolling assessment. If it does then you have almost four months to make sure you’re meeting the new standards.
From 20 February 2016, the following will no longer count towards your defect rate
- Buyer Feedback.
- Detailed seller ratings (DSRs).
- Returns requests that are successfully resolved with your buyer.
- Items not received requests that are successfully resolved with your buyer.
Instead, eBay will use only the following existing criteria to determine your defect rate
- Seller-cancelled transactions.
- Cases that are closed without seller resolution.
Will you lose Top Rated Seller Status?
The sellers who are most likely to be impacted are low volume sellers who’s ratings are measured on a full year’s look back period. The reason for this is the number of allowable defects is falling so those as far back as March 2015 will still be on your account when the new criteria kick in on the 20th February.
We think it’s unfair to penalise sellers for defaults on criteria which will no longer cause a defect after the 20th of February. However the reality is if that’s you, that you either need to raise your sales volumes to become measured over a three month period or simply sit it out until old defects drop off your account after 12 months. Hopefully it will be relatively few sellers who are impacted.
eBay will update your dashboard preview every day, so we’d recommend sellers check regularly and download reports to identify any areas that may need attention.
On Time Delivery Metric
Starting today would also be a good time to make sure that you’re familiar with eBay’s new on time delivery metric and check out how you are stacking up. As this is a new metric it will be interesting to see how both sellers who have tracking automatically monitored by eBay and how sellers who ship untracked items are faring.
The good news is that late deliveries won’t be classified as defects. The bad news is that eBay may choose to limit the despatch times and shipping speeds that you promise if you are over promising and under delivering.