On the 20th of July this year, eBay will make their eBay service metrics and peer benchmarks available in the Seller Hub.
For the first time you’ll be able to compare your eBay ‘item not as described’ ‘returns’ and ‘item not received’ as compared to your competitors, in the same category. This rate will be graded as either Low, Average, High or Very High in comparison.
Consequences for low eBay Service Metrics and peer benchmarks metrics
Very High rates will be punished in one of two ways: first you will pay an extra 4% in FVFs on any items in those categories, and secondly eBay will add on extra time to their listings’ delivery options.
While it’s not been confirmed, we believe it’s likely that consequences will probably apply from October 2018.
This will almost certainly impact your position in search results but it’s worse than just a lower search ranking – the lower your ranking the less sales you get and that will also impact your recent sales metrics which will push you even lower in search results – on eBay sales are rewarded with more sales and lack of sales means an even sharper drop in search placement that will impact your future business even once you metrics improve.
Which eBay Service Metrics and peer benchmarks metrics will you be measured on?
The eBay Service Metrics and peer benchmarks metrics will you be measured on will be:
- How often you receive return requests for “items not as described” including:
- Doesn’t work or defective
- Doesn’t match description or photos
- Wrong item sent
- Missing parts or pieces
- Arrived damaged
- Doesn’t seem authentic
- How often you receive buyer requests for “items not received” defined as the percentage of your transactions where buyers requested information about an item that was already expected to have arrived, or where tracking shows the item as delivered but the buyer has not received it.
- Peer benchmarks: comparisons of those rates to similar sellers
- Insights into why your buyers are making these requests
- Tips to help reduce rates of these requests
Which sites will eBay Service Metrics and peer benchmarks metrics apply to?
What is the look back period?
- Sellers with 400 or more transactions during the last 3 months are evaluated on their transactions during the previous 3-month period
- Sellers with fewer than 400 transactions during the last 3 months are evaluated on their transactions over the previous 12-month period
How will you be rated?
eBay will rate you against your peers as “Low”, “Average”, “High”, or “Very High”. You’ll only be on the receiving end of consequences if you’re rated very high.
It’s important to realise that eBay aren’t interested in a particular number or percentage of unsatisfactory transactions – it’s a moving target. What eBay are trying to do is set the bar for “Very High” low enough that hardly any sellers will be impacted but high enough to catch the bad sellers that we all know are out there. They will have intentionally set the stats to catch a low number of sellers to start with, but as with previous measures that we’ve seen eBay may start to tweak the numbers upwards if it’s not catching all the sellers they’d like to see improve, or indeed as standards across eBay gradually are driven up.