One sure way to success and providing great service to buyers is keeping yourself updated on your service performance as compared to other sellers who sell similar items. And, that is the reason why eBay provides its sellers with competitive insights on service metrics and peer benchmarks to measure buyer satisfaction.
What are Service Metrics and Peer Benchmarks?
- Service metrics provide you with data on the percentage of your transactions that result in 'item not as described' return requests and 'item not received' requests from buyers.
- Peer benchmarks are an indicator of how you are doing in these areas compared to other sellers who sell similar items.
Did you know that - These metrics can influence your search ranking in Best Match? Sellers with low rates of Item not received and Item not as described return requests receive higher ranking.
What exactly do the Service Metrics include?
- Item not as described return requests rate
- Item not received requests rate
- Peer benchmarks comparing the seller’s metrics with similar sellers with similar items, prices, shipping options, and terms of sale
- Insights into why buyers are making these requests
- Tips to help reduce rates of these requests
Service Metrics Evaluation:
eBay assesses/recalculates the service metrics on the 20th of each month.
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High Volume Sellers
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Sellers with 400 or more transactions during the last 3 months
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You are evaluated on your transactions during the previous 3-months period
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Low Volume Sellers
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Sellers with fewer than 400 transactions during the last 3 months
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You are evaluated on your transactions over the previous 12-months period
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Staying up to date with your service metrics and peer benchmarks helps you understand how you are performing and how you compare to other sellers.
Read here on how to Monitor Your Service Metrics.
Read the Service Metrics Policy in detail here.
Staying up to date with your service metrics and peer benchmarks helps you understand how you are performing and how you compare to other sellers.
Regards,
eBay INCBT Team
