There’s an eBay Item not received service metrics update coming in June. It’s basically designed so that if you’re not having great delivery experiences eBay will snitch on you to future customers in the form of automatically adding time to your buyer-facing delivery estimates. If your Item not received service metrics rating has not been evaluated as Very High then this won’t apply to you.
Does this solve the problem? Well often the reason a seller gets an item not received is because their parcel is still in transit. Sometimes, it’s because the item is genuinely lost in transit but that’s actually quite rare. Slow delivery is most often the culprit so it kind of makes sense that eBay add on time to set more realistic expectations based on past history with that seller.
What this won’t help with is when an item is left with a neighbour, at the delivery office, or someone in the household puts the package aside and the recipient doesn’t know where it is so claims it didn’t arrive. Tracking of course solves all of these issues so long as parcels are scanned, but in the real world for lots of items tracking simply isn’t economically viable.
What I’m loving with this update is that sellers from overseas who try to pretend their items are shipping from within the UK may well be hit hardest and have more realistic delivery expectations imposed on them if they have too many buy complaints.
What’s changing with eBay Item not received service metrics
- If your Item not received service metrics rating has been evaluated as Very High for two consecutive evaluations, time will be added to buyer-facing delivery estimates. For example: if you are rated Very High in your 20 June and 20 July evaluations, time will be automatically added to your buyer-facing delivery estimates from 20 July.
- When your Item not received service metric rating is no longer measured as Very High at the next evaluation period, time will be automatically removed from your buyer-facing delivery estimates. For example: if you are rated High in your 20 August evaluation, the additional time added previously will be automatically removed from your buyer-facing delivery estimates.
- This change applies to listings on eBay UK and in the postage categories you have been evaluated as Very High.
Why are eBay making this change?
- To better help all buyers receive the best possible service.
- To help reduce time-consuming and costly after-sale buyer requests.
- To continue to drive trust and possibly new and repeat customers for your business.
How will you know if you are affected by this change?
- This change will only impact a small proportion of sellers from which buyers are not receiving the best possible service.
- If on your evaluation you are rated High or Very High in the Item not received service metric, we will send you a notification email, and additionally you can find more details in your service metrics dashboard, located under the Performance tab in Seller Hub.
If you want to learn more about how to monitor your Service metrics eBay have a ton of helpful advice here.