mam98031 • Volunteer Community Member • Buyer/Seller since 1999
And this is whyI can't take this site seriously. 25+ years with eBay. 100% positive feedback. 0 defects. 0 late shipping. 0100% uploaded on time and validated. 0 cases. And eBay tells me my "seller performance status is at risk" and in 2 days it'll be downgraded from Top Rated to Above Standard.
@keziak wrote:Maybe more than one defect then? I don't know. I am way too cavalier about this stuff. I should probably pay more attention now that I am putting almost all of my eggs in the ebay basket.
Becoming a Top Rated Seller
Becoming a Top Rated Seller indicates that you consistently deliver outstanding customer service; it also makes you eligible to receive a prominent Top Rated Plus seal on qualifying listings.
To become a Top Rated Seller, you must meet the following guidelines:
- An eBay account that’s been active for at least 90 days.
- 100 or more transactions and $1,000 in sales during the last 12 months with US buyers.
- A transaction defect rate less than or equal to 0.5%, with three or fewer defects from unique buyers.
- Cases closed without seller resolution less than or equal to 0.3%, and two or fewer cases.
- A late shipment rate less than or equal to 3%, and five or fewer late shipments.
- Tracking uploaded within your stated handling time, and carrier validation for 95% of transactions to US buyers.
How your performance is calculated
Your seller performance level is calculated by looking at your transaction defect rate, cases closed without seller resolution, late shipments, and tracking validation.
To see how each of these measures can affect your seller rating, please see our article on seller performance standards.
Transaction defect rates and cases closed without seller resolution
One of the key seller performance measures is your transaction defect rate. A defect is added to your account if:
- You cancel a buyer's purchase because you no longer have the item in stock or you chose not to send it.
- An “item not received” or “item not as described” request from a buyer is closed without seller resolution.
To avoid letting down buyers and receiving a defect due to an item being out of stock:
- Closely manage your inventory: if your stock levels change, end your listing or update the quantity as soon as possible.
- Check the restock advice: go to the Research tab in Seller Hub to see which listings are running low.
- Enable the out-of-stock feature: if you use multi-quantity, Good 'Til Cancelled listings, this feature automatically hides listings when the stock quantity falls to zero.
If eBay is asked to step in and help with an eBay Money Back Guarantee case, you can resolve the issue with the buyer by issuing a refund or accepting a return so the request isn't concluded as the seller's fault. If the seller is found to be responsible for the issue, this will result in what eBay calls a “case closed without seller resolution”. eBay counts these in your transaction defect rate and as a percentage of your transactions closed without you resolving them.
To avoid these cases:
- Describe your item accurately. Use pictures and include specifics in your listing so your buyers know exactly what to expect.
- Use tracking when possible, and follow our best practices for avoiding issues with buyers.
- Respond promptly to the buyer's request to prevent eBay needing to step in.
- Provide clear return and payment policies in your listing.
Late shipments
To provide your buyers with great service, it's important to make sure you send your items on time. Late shipment rates are determined by the percentage of transactions that you sent after the handling time stated in your listing or that were not delivered by the estimated delivery date.
eBay will only consider a shipment late if:
- Tracking shows the item was delivered after the estimated delivery date, unless there's an acceptance scan within your dispatch time or there's confirmation from the buyer of on-time delivery.
- The buyer confirms the item was delivered after the estimated delivery date, unless there's an acceptance scan within your handling time or there's delivery confirmation by the estimated delivery date.
Number of defect rates that affect your seller rating
Transaction defect rate
Transactions with one or more of the defects listed below are subject to transaction defect rates.
Requirements All eBay sellers eBay Top Rated Sellers
| Maximum percentage of transactions with defects | 2% | 0.5% |
| Maximum number of unique buyers affected before seller status is changed | 4 | 3 |
Cases closed without seller resolution
Cases closed without seller resolution are cases where eBay was asked to review the case and the seller was found responsible. (This applies after the account has exceeded the maximum number of allowed cases.)
Requirements All eBay sellers eBay Top Rated Sellers
| Maximum percentage of cases closed by eBay without seller resolution | 0.3% | 0.3% |
| Minimum number of unique transactions for requirement to activate | 2 | 2 |
Late shipment rate
Transactions where you didn't send the item within your handling time or the item was delivered after the estimated delivery date are subject to late shipment rates.
Requirements eBay Top Rated Sellers
| Maximum percentage of transactions sent late | 3% |
| Minimum number of unique transactions for requirement to activate | 6 |
| Lookback period | 12 months or 3 months if you've had 400 transactions in the last 3 months |
Tracking uploaded on time and validated (applies to eBay Top Rated Sellers only)
Transactions where you uploaded tracking details within your stated handling time, and the carrier scanned the shipping label either before or after your handling time, are on time and validated.
Requirements eBay Top Rated Sellers
| Maximum percentage of transactions where tracking wasn't uploaded on time and/or validated | 5% |
| Lookback period | 3 months |
To change your lookback period for performance requirements from 12 months to 3 months, you need at least 400 transactions in the last 90 days.
If your seller level is Below Standard
Your seller level can fall to Below Standard if your transaction defect rate is above 2% or if your percentage of cases closed without seller resolution is above 0.3%.
Buyers can't see that your seller level is Below Standard. However, since it means that you're not meeting one or more of our minimum standards for sellers, eBay will review your overall account history and it may place limits or restrictions on your account.
The consequences of falling Below Standard can include:
- Your items may be placed lower in search results
- eBay 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'll be charged a higher percentage rate for final value fees
- You will be blocked from using the Promoted Listings tool, and will not be able to create new campaigns or edit existing campaigns
- eBay may downgrade your eBay Store to the Basic level if you've been Below Standard for more than 60 days
- You'll be unable to access the partial refund tool
Usually, eBay will only apply permanent selling restrictions when your account has been evaluated as Below Standard for at least 2 consecutive months. However, eBay may take action at any time if it has urgent concerns about your account; for example, if eBay has detected fraud or if your selling practices pose a threat to the buyer experience. The actions eBay takes will be proportional to the nature of the issue eBay has identified and what is reasonably required to protect the interests of all eBay users and eBay as provider of the services.
If eBay applies any limits or restrictions on your account, it will send you an email to let you know. For information on what steps you can take to improve, see the Seller performance standards policy.
https://export.ebay.com/en/seller-performance/seller-level-and-sales/seller-levels/
@powell-memorabilia wrote:You aren't losing anything. If you had TRS+ listings, sure, but you aren't, so the loss of top rated means little to nothing.
I think that really depends on your point of view. What isn't important to you can be important to others.
Benefits
Top Rated Sellers receive enhanced visibility in eBay search results and exclusive seller protections. By becoming a Top Rated Seller, you will also be eligible to receive a Top Rated Plus seal that will be prominently displayed with your qualifying listings. The Top Rated Plus seal lets shoppers know they can buy with confidence when they purchase your items.
Additional Seller Protections for Top Rated Sellers
We protect all sellers from abusive buying behavior and from events outside their control. Your track record matters on eBay, and we’ll support you when you deliver on your service promise and provide a good buying experience.
Top Rated Sellers who reside in the US and list on eBay.com receive additional protections benefits when they offer 30-day-or-longer returns.
Return shipping label credit for false “item not as described” claims
If a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. We’ll reimburse your return shipping label cost up to $6 per return. You’ll receive the return shipping label credit on your monthly invoice and we’ll automatically remove any negative and neutral feedback, defects, and open cases in service metrics.
Up to 50% refund deduction for decreased value on used or damaged returns
When you issue a refund for an item that was returned after it was used or damaged by a buyer, and you have a track record of delivering on your service promise, we’ll give you the ability to protect yourself by deducting up to 50% of the refund to recover the decreased value of the item. If there are any issues with buyers that may negatively impact you, we’ll take care of them by removing any negative and neutral feedback, defects, and open cases in service metrics.
https://www.ebay.com/sellercenter/protections/top-rated-program
@printpeople wrote:I'm not sure when this 100 transactions thing started, but it wasn't listed in the "eBay metrics" email that they sent before dropping me to "top rated" for having only 95 sales in the past year. No warning whatsoever.
Anyhoo, it doesn't bother me too much. There are many more important things in life than sales on eBay.
eBay sales stink, but it's partially my own fault. I've been extremely delinquent in repairing my listings in an ever changing eBay due to chemo, radiation, immunotherapy, etc.. (cancer free today-yay!)
I am thankful for the good years on eBay....thankful for still being here... but dang, I wish they'd stop changing things that require so much work on the seller end.
It has been part of the requirements to achieve TRS for many years. I think in the beginning it was higher [I could be wrong about that] and then at some point lowered it so more sellers could achieve TRS.
@printpeople wrote:The point was, that they didn’t mention why in the email… they sent a long list of metrics, for me to figure out why on my own…. and I probably ignored the 100 transactions thing, as I never envisioned selling less than 100 items in a year. But I also think it’s a crazy metric.. like if I sold 40 items at $15,000, I’d get dropped, but if I sold 101 widgets for 99 cents, I’d be top rated…
Anyhoo… all is good…..
Having requirements to achieve certain levels, grades, discounts, etc. Has been part of our lives since our lives started. You had to achieve certain milestones in school to pass to the next level. Certain stores have loyalty programs, others may have a discount program driven by how much you may spend, etc.
This is no different. It is simply a program that has certain requirements you must achieve to become part of the TRS program. If everyone could achieve it the program would have no meaning. Kind of like getting a participation trophy.
@dogofwar777 wrote:I remember the good old days when all this new ebay mess wasn't around here.
The TRS program started in 2009. Many would say that 2009 was part of the good old days.
