What you need to know
Starting from August 25th 2019, sellers will be evaluated on the number of transactions with item-related issues. Sellers who do not comply or consistently fall short of expectations may have their selling limits reduced or account(s) restricted.
As a seller, you should always strive to provide buyers with items that match up to their expectations. Most of the time when something goes wrong, it could be due to mismatched expectations or lack of visibility related to the details or specifics of the item. You’re expected to follow these best practices:
- Be accurate and detailed
- Use images that are clear & sharp
- List down all the product specifications clearly
- Include size and measurements to prevent any misconception
- Add in the usage guidelines
- Be honest with the condition of your item – state all the flaws and imperfections like scratches, discoloration and dents (if any) for used items
For more information on best practices, you can visit here.
eBay will evaluate the rate of transactions with item-related issues, defined as the percentage of transactions where one or more of the following scenarios occur:
- Buyer filed for a dispute under “Item Not as Described”, or
- Buyer returned the item and gave a return reason that indicates “Item Not as Described”, or
- Seller canceled the transaction because they no longer had the item, or the item was never shipped and the buyer's money was returned, or
- Buyer left a Detailed Seller Rating score of 1, 2, or 3 for “Item as Described”, or
- Buyer left Neutral or Negative feedback for the seller
How are you being evaluated
To provide sellers time to comply with the new policy, eBay will start implementing the above evaluation criteria on October 23rd 2019 and the first evaluation window will cover transactions from August 25th 2019 – October 19th 2019. Sellers who do not comply after warning may have their selling limits reduced or account(s) restricted.
- 1. How do I check my performance?
You can visit your Seller Dashboard to check your account performance which will be refreshed every Wednesday. Alternatively, you can contact your account manager for details.
- 2. My product was in mint condition, but the item was damaged during delivery due to carrier’s negligence – am I still considered at fault?
If you have evidence to support your claim, you may contact Customer Support to submit an appeal.
- 3. What if the buyer had filed for an Significant Not As Described (SNAD) case for the item because he/she did not know how to use it, but it was tested and worked perfectly before delivery to the buyer?
You should communicate the usage guideline with your buyer to ensure that he/she knows how to properly function the item. You can submit the transaction for an appeal once you have resolved the issue with your buyer – find out more details in the following questions. We would also encourage you to place a usage guideline with your item.
- 4. Am I able to appeal for the action taken against my account?
Yes. If you have evidence to support that eBay’s evaluation was applied incorrectly, you may contact Customer Support to submit an appeal (please refer to following question regarding appeal process).
- 5. What should I do to appeal?
In order to be eligible for an appeal, sellers must provide evidence to support the claim. For example: If the listing has stated the item description clearly when the buyer had viewed it, but the buyer abuse the policy by selecting SNAD when return the item, you are recommended to report the buyer to eBay with relevant evidence before contact eBay Customer Support to submit an appeal.