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Global seller performance standards

If you intend to sell on one or more of eBay's international sites, you will need to accept, and we encourage you to carefully review, the User Agreement, policies, and other requirements of that site. You can continue to reach out to the relevant customer service teams on the respective eBay site of your listing or transaction, as may be applicable to the nature of your query.

 

Global standards overview

Global seller performance standards help highlight sellers who consistently offer excellent service for their international transactions. Sellers from all eBay sites are required to meet the same minimum standards, ensuring that sellers globally are both setting and meeting buyer expectations worldwide.

If you sell on other eBay sites or offer international shipping, your transaction will count for one of the four regional standards programs based on the country the item is shipped to. Go to your seller dashboard to see your status for each of the seller standards programs.

  • US seller standards program: Determines your status on eBay.com. You're evaluated based on transactions which are shipped to the US.

  • UK seller standards program: Determines your status on eBay.co.uk and eBay.ie. You're evaluated based on transactions with are shipped to the UK and Ireland.

  • German seller standards program: Determines your status on eBay.de, eBay.at and eBay.ch. You're evaluated based on transactions which are shipped to Germany, Austria, and Switzerland.

  • Global seller standards program: Determines your status if you are selling in one of the markets outside of the US, UK, Ireland, Germany, Austria and Switzerland. You are evaluated based on all of your transactions which are shipped worldwide, minus those that are shipped to the US, UK, Ireland, Germany, Austria, and Switzerland.

Note: If you reside in a country other than the US, UK, Ireland, Germany, Austria or Switzerland, then the Global standard will be your domestic standard.

From August 2017, individual transactions will only count towards either your Global or your regional seller performance standards, never both.

As an eBay seller, providing excellent customer service should be your top priority. You're expected to:

  • Promptly resolve customer issues.

  • Ship items on time, within your specified handling time.

  • Manage inventory and keep items well stocked.

  • Have reasonable shipping and handling charges.

  • Specify shipping costs and handling time in the listing.

  • Follow through on your return policy.

  • Respond to buyers' questions promptly.

  • Be helpful, friendly, and professional throughout a transaction.

  • Make sure the item is delivered to the buyer as described in the listing.

For more information on meeting buyers' expectations, see our selling practices policy.

Keep in mind, too, that if you don't meet buyers' expectations, it can lead to:

  • Not meeting the late shipment rate requirements

  • Exceeding minimum requirements for defect rate

  • A bad experience for you and the buyer

  • Low detailed seller ratings (DSRs)

  • Negative or neutral Feedback from buyers

  • Cases opened by buyers for items not received or items not as described

Transaction defect rate

The transaction defect rate is the percentage of a seller's transactions that have any of the following transaction-related defects:

  • eBay Money Back Guarantee or PayPal Purchase Protection case opened for an item not received or an item not as described

  • Seller-initiated transaction cancellation

Sellers need to maintain a defect rate of 2% or lower to meet minimum global seller performance standards, and a defect rate of 0.5% or lower to meet global Top Rated Seller standards.

Any case or return that is referred to eBay or PayPal for review and is found in your favor—or found to be no fault of the buyer or seller—won't count against your performance rating.

The transaction defect rate won't affect your seller status until you have transactions with defects involving at least 5 different buyers, or at least 4 different buyers to impact Top Rated status, within your evaluation period.

Sellers in the global program need to maintain a late shipment rate of less than 5% for Top Rated and less than 10% for all sellers.

Notes:

  • Sellers can have a maximum of 0.3% of eBay Money Back Guarantee and PayPal Purchase Protection cases closed without seller resolution over the most recent evaluation period.

  • Sellers with 400 or more transactions over the past 3 months are evaluated on their transactions with global buyers from the last 3 calendar months. For all other sellers, the rate is calculated from transactions with global buyers over the last 12 calendar months.

To improve your seller performance rating, follow these best practices for all your transactions, which can also help you achieve Top Rated Seller status. You can also review these tips on becoming a better seller.

To become a Top Rated Seller, you must meet higher requirements than those above.

What happens if your seller level is Below Standard?

If you don't meet our minimum performance standards, we may put limits on your selling activity until your performance improves.

The consequences of falling Below Standard can include:

  • Your items may be placed lower in search results

  • We may limit or restrict you from selling on your account and related accounts, or from registering a new account

  • Funds from your sales may be held

  • You will be blocked from using the Promoted Listings tool, and will not be able to create new campaigns or edit existing campaigns

  • We may downgrade your eBay Store to the Basic level if you've been Below Standard for more than 60 days

Usually, we will only apply permanent selling restrictions when your account has been evaluated as Below Standard for at least 2 consecutive months. However, we may take action at any time if we have urgent concerns about your account; for example, if we've detected fraud or if your selling practices pose a threat to the buyer experience. The actions we take will be proportional to the nature of the issue we have identified and what is reasonably required to protect the interests of all eBay users and eBay as provider of the services.

If your account isn't meeting our minimum performance standards, you should:

  • Resolve all issues on the account before buying or selling with other accounts

  • Review your listings to make sure that you're describing your items accurately. Use pictures and include specifics in your listing so your buyers know exactly what to expect

  • Make sure that you respond promptly to requests from buyers

Learn more about using multiple accounts. For guidelines on meeting buyers' expectations, see our selling practices policy.

Seller protection

We have some safeguards in place to protect your ratings and help you in case you have a problem. For example, we consider a buyer's pattern for opening requests and cases and leaving low detailed seller ratings, and we protect you when necessary. We also protect you against delayed deliveries in high-growth emerging markets worldwide. Learn more about our seller protection policy.

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