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Need help with improving seller performance
Hello Everyone.
This year, I started a new business venture reselling open-box items from Amazon Warehouse on eBay. From January until now, I’ve completed 129 transactions. Unfortunately, my seller performance has been rated “Below Standard†for the past few months, and I’ve received several warning messages from eBay asking me to improve—or risk account restrictions or even removal.
I understand these evaluations are based on automated systems and strict rule sets. However, I feel that in some cases, these standards don’t account for the reality of selling open-box or used items. I’d appreciate any guidance from experienced sellers who’ve been in similar situations. Here’s a breakdown of my current metrics:
Transaction Defect Rate: 7.75% (10 out of 129 transactions)
Most of these defects are due to returns:
• 7 buyers changed their minds or bought the wrong item
• 3 returns were for small missing parts (like screws or nuts) or damage during shippingI always refund promptly upon return, but these still count as defects. I’m not sure how to avoid this without effecting by transaction defect rate.
Late Shipment Rate: 2.56% (3 out of 117 shipments)
In these cases, I messaged the buyer to confirm if they were okay with receiving the item without original packaging or with a different carrier. Delays occurred when buyers didn’t respond in time.
Because of this, I’ve since changed my approach: I now generate shipping labels immediately and cancel only if needed.
Cases Closed Without Seller Resolution: 0.00% (0 of 129)
No issues here.
Tracking Uploaded On Time and Validated: 100% (50 of 50)
No issues here either.
Beside that, I’ve received two negative feedbacks this year:
One buyer received a damaged item (during shipping), and I issued a full refund without asking for a return. Still, they left negative feedback. The listing clearly stated the item was open-box, without original packaging, and heavily discounted.
Another buyer purchased an auto part without checking compatibility, then returned it. I issued a partial refund (excluding shipping), but they also left negative feedback. A full refund would’ve meant I will take loss on shipping (30% of the item’s value). If I keep give a full refund then I will be out of bussiness before Ebay shuts me down
I started selling on eBay under the belief that it was a platform for reselling used or open-box items. These items, by nature, are not in brand-new condition, and buyers are informed of this in the listings. Still, eBay’s strict policies seem to treat these transactions the same as brand-new retail, which makes it hard for small sellers like me to succeed. Only 7.75% defect rate and 2.56% late shipping put my account under below standard, I don't know what is consider standard and above standard.
If you’re a successful seller dealing with similar challenges, I’d really appreciate any tips or advice on how to improve my seller metrics and avoid receive an Ebay's warning. I want to do this the right way and build a sustainable business, but right now it feels nearly impossible.
Thanks in advance for your help and support!
eastlaneave
Mentor1 year ago@tra0747
Something is not making sense here
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Transaction defects come from 2 things
1) Cancelling a sale for being "Out of Stock"
2) Cases closed without Seller Resolution
Since you are saying you have no cases closed without seller resolution, then you must have cancelled 10 sales for being out of stock.
- that shouldn't happen for a returned item or for a buyer changing their minds.
- Out of Stock is when you can't fulfill the order.
Please Open Up the Transaction Defect area and look at the 10 cases or copy and paste them here (without buyer info)
- If the buyer bought the wrong item and opened a Return case, issue the label, handle the return; you must click the refund button, don't wait for eBay to force the refund. A Return is not a defect. A Forced refund or not responding to the case, is a defect.
Let me know after you've looked again at your numbers.
tra0747
OP1 year agoThank you for the prompt response. You're correct. Due to various reason, 10 of my 129 transactions had to cancel and that impact on my performance. I didn't realize that until you point it out. So there are a total of seven from the beginning of the year to the present, plus three from previous years. I didn't aware anything less than 2% was deemed below standard. That's crazy. This means out of 129 items (used or open box items) I sold only needs 129*0.02 ~= 3 items to place me below standard. This is too crazy.
Do you know when the performance score will be reset? Otherwise, I thinkI will have to find an alternative online store to sell beside Ebay.
eastlaneave
Mentor1 year ago@tra0747
Each defect will roll off after 12 months.
The biggest "sins" on eBay are
1) Seller canceling a sale against buyer's wishes (like when you discover an issue with your open box item)
2) Not resolving a return case or an item not received case so that eBay has to step in to force a refund
3) Shipping late / not getting tracking uploaded and the first scan on time.