eBay Guide on Keeping A Track Of Your Performance - Service Metrics And Benchmarks
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. High Volume Sellers Sellers with 400 or more transactions during the last 3 months You are evaluated on your transactions during the previous 3-months period Low Volume Sellers Sellers with fewer than 400 transactions during the last 3 months You are evaluated on your transactions over the previous 12-months period 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 TeameBay sellers need to Know About Feedback and Its Importance
Buyers do their research before purchasing online. A Feedback system lets sellers build their reputation, and product reviews allow buyers to share experiences of the items. Feedback is the output of the service provided on the basis of Information, Commitment & Communication. What is it that you should know about Feedback as a seller? eBay requires sellers to maintain a detailed seller rating (DSR) average of at least 4.1. You have up to 60 days after the sale is confirmed, to leave and receive Feedback. You can’t change feedback you left for a buyer, but you can add extra comments. You can only reply once to a feedback comment, and you can’t edit or retract that reply. Repeat Feedback from the same member is counted, only if items were bought or sold in different weeks* (*eBay defines a week as Monday through Sunday, Pacific Time.) By meeting certain requirements, you stand to qualify for Automatic 5-Star DSR Ratings under Shipping & Handling Charges, Shipping Time and Communication. Did you find leaving feedback time consuming - Save time by following the steps: Go to “Automation Preferences” in Seller HUB Choose an option for when you want feedback to be left for buyers: Buyer has paid for this item: automatically leaves feedback when you mark a payment as received. Buyer has paid for this item and left me positive feedback: automatically leaves feedback when you mark a payment as received and the buyer left you positive feedback. Select Apply. Did you know that you can improve your feedback reputation through eBay’s Feedback Revision? – eBay’s Feedback Revision requests is a great option for both buyers and sellers, to help rectify a genuine error. Some important points to keep in mind: You may send 5 Feedback revision forms per calendar year and 5 more for every 1,000 Feedbacks received on a rolling 12 months. Only one feedback revision request per transaction. You can only request a revision for feedback (negative/neutral) that is less than 30 days old transaction. Buyer has 10 days to respond, failing which the revision request will expire. Note: Requesting for a Feedback Revision does not guarantee you a revision in return. Make sure to talk to the buyer before sending the form, as there is no way to follow up if they refuse the request. Worried about a wrong negative feedback and would want eBay to help with Feedback Removal? Although feedback is permanent, there are certain circumstances where Feedback removal may occur. Click here to know more about the guidelines. Regards, eBay INCBT Team
