6 min article

Seller performance and defect removal policy

We know that a seller's reputation on eBay is an important factor in helping build a successful business. For this reason, we always want your seller level and Feedback to properly reflect the service you provide to your buyers, and will adjust these in situations where we find that you were not at fault.

This policy was updated on 23 January 2024. Our policy guidelines have not changed, but the information about activity that doesn't follow this policy has been updated for clarity.

Based on the information we have, we'll automatically adjust your seller performance metrics, or remove Feedback in some situations. You can also request a manual adjustment if you have additional information, such as tracking data showing that an item was delivered, that illustrates that you weren't at fault when something went wrong. For more details on when we adjust ratings or remove feedback, please see our full policy guidelines below.

Frequently Asked Questions

 

How do you measure my seller performance?

On the 20th of each month, we take a look at your recent transactions to work out your cases closed without seller resolution, transaction defect rate and late shipment rate, as well as your service metrics and peer benchmark.

For full details of how performance is evaluated, please read our Seller standards policy article and Service metrics policy.

What kinds of transaction defects can be removed, and how?

We automatically remove defects and late shipments in certain situations, including where we find the buyer was at fault or when things happen that are outside of your control, such as severe weather or carrier disruptions.

If you've had a transaction defect or late shipment removed for any of the reasons mentioned above, please note it can take up to two days for your ratings to be adjusted.

Read our full policy

Seller performance and defect removal policy overview

Most sales go smoothly. When you follow selling best practices and make sure the items you list are in stock, you work with a customer when an issue arises and you send items within your stated handling 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 seller performance evaluation and Feedback.

How is selling performance measured?

Our seller performance metrics focus on whether sellers are sending orders promptly, ensuring buyers get the item they ordered, and resolving any issues.

On the 20th of each month, we take a look at your recent transactions to work out your:

  • Cases closed without seller resolution
  • Transaction defect rate
  • Late shipment rate
  • Service metrics and peer benchmark

For full details of how your seller level is evaluated, please read our Seller standards policy article and Service metrics policy.

Can transaction defects, late shipments or Feedback be appealed?

We automatically remove defects, adjust your late shipment rate and remove Feedback in the instances described in the guidelines below.

Things to keep in mind:

  • Automatic adjustments happen daily, but please allow up to 72 hours for them to show in your Seller Dashboard or your Feedback profile
  • Appeals aren't considered if tracking shows the item is still in transit, if there is an open eBay Money Back Guarantee request or a refund hasn't been issued for a returned item
  • You may qualify for automatic 5-star detailed seller ratings and other protections outlined in the Seller protection policy
  • We'll only remove 'Item not received' reports or 'Item not as described' return requests from your Service metrics when they fall under our automated seller protections

Activity on eBay is required to follow this policy, the eBay User Agreement and all applicable laws, as well as respect the rights of third parties. If it doesn't, eBay may take action consistent with applicable laws and the eBay User Agreement, and may even be legally required to do so. Such actions may include, as an example only: Removing the listing or other content, issuing a warning, restricting activity or account suspension.

What are the guidelines?

Automatically removed

We automatically remove transaction defects, adjust your late shipment rate and remove Feedback when:

  • The buyer didn't pay for an order and you cancelled the order using Buyer hasn't paid as the reason
  • The defect, Feedback or late shipment was the direct result of an eBay site issue or program error
  • The delivery estimate shown in the listing was shortened, but tracking shows the item was delivered by the carrier's longest delivery estimate
  • We take action against a buyer for violating the Abusive buyer policy
  • 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 shipment or take action to cancel the transaction
  • We can determine through valid tracking that the defect, Feedback or late shipment was the direct result of systemic delays in delivery or communication. Examples include wide-scale postal service delays, items stuck in customs, power outages due to extreme weather, or natural disasters. These may be listed on eBay Announcements - opens in new window or tab

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, but the Feedback rating or any defects aren't necessarily removed
  • Late shipment appeals for transactions without tracking to verify on-time order fulfilment or delivery

Manual review

There are some circumstances where a defect, Feedback or late shipment can be manually reviewed. Sellers may appeal in these cases, but must make the request within 90 days of the transaction.

Examples include:

  • You upload tracking, prior to the defect occurring, that confirms the item was sent within the handling time or the item was delivered by the latest estimated delivery date, but the late shipment rate wasn't automatically updated because the tracking isn't integrated with eBay
  • In cases where there is an attempted delivery, we consider this "delivered" for the purposes of adjusting late shipment rate or removing Feedback
  • The Feedback comment contained inappropriate content (such as profanity) as described in our Member-to-member contact policy. While inappropriate comments will be removed, the rating will remain

Tip
Visit Seller Help to resolve any incorrect defects or improper Feedback.

Why does eBay have this policy?

We adjust seller performance metrics when we have objective information available in our system, or through carrier tracking that shows the seller fulfilled all elements of the transaction and the defect, Feedback or late shipment was not accurate.

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