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Seller Performance and Consequences Policy - Selling in India

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

  • Have reasonable shipping and handling charges.

  • Specify shipping costs (wherever Applicable) and handling time in the listing.

  • Ship the product within your stated handling timelines. Provide valid Airway Bill numbers for the shipments which can be tracked online.

  • Respond to buyers' questions promptly.

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

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

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

Please keep in mind, that if you don't meet your buyers' expectations, it can lead to: 

  • A bad experience for you and your buyer

  • Low detailed seller ratings (DSRs)

  • Negative or neutral Feedback from your buyers

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

Below are the performance metrics against which we evaluate our sellers: 

  • Defect Rate

  • Cases/Claims opened for Items not received or items significantly not as described

  • System Initiated refund for Item not shipped or Seller initiated cancellations

     

Transaction defect rate

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

  • Detailed seller rating of 1, 2 or 3 for item as described

  • Detailed seller rating of 1 for shipping time

  • Negative or neutral feedback

Sellers need to maintain a defect rate of 5% or lower to meet minimum global seller performance standards and a defect rate of 2% or lower to meet global Top Rated Seller standards. The transaction defect rate won't affect your seller status until you have transactions with defects involving at least 8 different buyers, or at least 5 different buyers to impact Top Rated status, within your evaluation period.

Cases/Claims opened for Items not received or items significantly not as described

Items Not Received:

All sellers are required to ensure that the product is delivered to the buyer within the specified delivery timeline.

The term ‘Buyer initiated INR’ means a claim raised by buyer with eBay Money Back Guarantee or PayPal for 'item not received (INR)', when the buyer does not receive the product within the specified shipment delivery timeline. Such claims lead to bad buying experience to the buyer on eBay and negatively impacts buyer experience.

Where eBay receives a dispute from a buyer claiming that an item was not received by the buyer within delivery timeline and investigation by eBay reveals that the seller was at fault, eBay at its sole discretion will approve such claim in favor of the buyer, and the specific transaction shall be classified as a ‘bad transaction’. This ‘bad transaction’ will be considered to negatively impact Seller Performance evaluation on the site.

Item Significantly Not as Described:

As per the current process, a Buyer may open a claim under eBay Money Back Guarantee or PayPal for refund or replacement of the products that s/he has purchased on eBay website. If the Buyer’s claim is approved for replacement/refund, then such transaction shall be classified as a ‘bad transaction’. This ‘bad transaction’ will be considered to negatively impact Seller Performance evaluation on the site.

System Initiated refund for Item not shipped or Seller initiated cancellations

All sellers are required to ship the item as per your stated handling timelines; else system initiates the refund to the buyer.  Also, seller has the ability to cancel the transaction and initiate refunds to the buyer.

System initiated refunds or seller cancellation leads to bad buying experience; therefore sellers are evaluated on the cancellations as well. Seller should only cancel the transaction on request of buyer (and not wait for the system to initiate refund). Sellers should maintain the inventory such that there are no cancellations due to out of stock reasons.

Trackable & Valid Shipping Details- All sellers are required to provide trackable and correct shipping information for all transactions (including COD). If a seller has provided incorrect or false shipment details then eBay may, at its discretion, take appropriate actions including without limitation ranging from restriction, limiting selling privileges, suspension of account.

Be sure to follow the guidelines in this policy. If you don't, your listings may be removed and you may be subject to a range of other actions, including restrictions of your buying and selling privileges and suspension of your account. Please keep in mind that you may also lose your Platinum (express remittance status) or Top Rated Seller status.

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