This year eBay have introduced a number of changes for sellers (as always!), with the main ones being eBay’s new Managed Returns Process and new seller performance measures and specifically – the defect rate.
I have already written a guide on managed returns, which you can read here: eBay’s Managed Returns Process – Explained, so now it’s time to go over eBay’s other big change – the recently introduced new seller performance measurement.
Let’s get started!
So firstly, what is this new performance measurement and when was it introduced?
Well the defect rate (as it’s known) came into effect in August this year, replacing the previous minimum positive feedback requirements, and basically, based on extensive research conducted over millions of transactions, it measures the aspects of a transaction that eBay believe are most important to buyers.
And if something goes wrong with a transaction, it counts as a defect on your account. eBay then uses this defect rate to monitor your performance and if you fall below their minimum requirements, you will lose your Top-rated seller status and even worse; your positions in search results will be penalised and you can even be suspended from eBay completely.
What counts as a defect?
A defect is a transaction that’s considered to create a “bad shopping experience for buyers” and any of the following will count as a defect against you:
- A detailed seller rating of 1, 2 or 3 for item as described
- A return due to the item being not as described
- An eBay Money Back Guarantee or PayPal Buyer Protection case for item not as described
- A detailed seller rating of 1 for dispatch time
- An eBay Money Back Guarantee or PayPal Buyer Protection case for item not received
- Negative Feedback
- Neutral Feedback (yes, that’s right – neutral feedback is now considered as bad as negative feedback in eBay’s eyes!)
- A transaction being cancelled by you due to the item being out of stock
One important thing to note here – you can only get a single defect per transaction. [Read more...]