Most sales go smoothly. When you follow our selling best practices and make sure the items you list are in stock, work with a customer when an issue arises and post within your stated dispatch time, your buyers will have a great experience and are more likely to buy from you again.
Occasionally, there may be an issue with a transaction. When certain transaction problems happen, you can track them in your Seller Dashboard.
This policy outlines when we adjust your performance evaluation and Feedback.
How is selling performance measured?
Seller standards focus on what matters most to buyers: getting the item they ordered on time and effective customer service to respond to any requests for help.
Sellers who violate our policies or are found to be manipulating our seller performance standards may be subject to a range of actions, including the reinstatement of previously removed defects, Feedback and late deliveries; ineligibility for further removal of defects, Feedback or late deliveries; limits on buying and selling privileges; and account suspension.
What are the guidelines?
We automatically remove defects, adjust your late delivery rate and remove Feedback when:
The buyer didn't pay for a purchase and an unpaid item case is recorded against the buyer.
The defect, Feedback or late delivery was the direct result of an eBay site issue or programme error.
The delivery estimate shown in the listing was shortened and tracking shows the item was delivered by the carrier’s longest delivery estimate.
We take action to close an eBay Money Back Guarantee case or appeal request in favour of the seller.
We instruct you to hold a delivery or take action to cancel the transaction.
Not Eligible for Removal
The following scenarios aren’t eligible for removal:
We may remove a Feedback comment that violates eBay policy, such as containing profanity or links, although the Feedback rating or any defects themselves aren't necessarily removed.
On-time delivery appeals for transactions without tracking available to verify on-time order fulfilment or delivery.
There are some circumstances where a defect, Feedback or late delivery can be manually reviewed. Sellers may appeal in these cases and must make the request within 90 days of the transaction.
You upload tracking, prior to the defect occurring, that confirms the item was dispatched within the handling time or the item was delivered by the estimated delivery dateand the on-time delivery rate wasn’t automatically updated because the tracking information isn’t integrated with eBay.
In cases where there is an attempted delivery, we consider this to be delivered for the purposes of adjusting the on-time delivery rate or removing Feedback.
The Feedback comment contained inappropriate content (such as swear words) as described in our Member-to-member contact policy. While inappropriate comments will be removed, the rating will remain.
We adjust seller performance metrics when we have objective information available in our system, or by using carrier tracking information that shows the seller fulfilled all elements of the transaction and the defect, Feedback or late delivery was not accurate.
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