eBay Best Match - Trust
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How to maintain the best seller performance

Your track record as a seller matters a great deal when it comes to Best Match rankings. The better your track record, the higher your ranking in Best Match.

Your seller level is based on your sales history and the quality of services you provide.

Good Seller levels, Feedback score & detailed seller ratings create trust and confidence with a potential new buyer. They help potential buyers decide if they should take that first step with you.

There are 3 seller levels that affect your Seller Performance Standards
Top Rated

You’re one of the best sellers on eBay – providing an exceptional quality of customer service, as well as meeting minimum sales requirements for Top Rated Seller level.

Above Standard

You’re meeting our minimum standard for sellers, and looking after your customers well.

Below Standard

You’re not meeting one or more of our minimum requirements for customer service quality.

Feedback score and detailed seller rating

The ratings that buyers give you are added to your overall feedback and detailed seller rating scores.

A seller’s feedback score is displayed as a percentage on your listing beneath your username. If a seller has a score of 99.5%, it means that 99.5% of the buyers who left feedback for that seller had a positive experience.

In addition to the percentage feedback score, you’ll also see a seller’s star rating – the number in brackets next to your username. This shows how many buyers that have left you feedback.

How is the score calculated?
+1 Points

for each positive rating

-1 Points

for each negative rating

0 Points

for each neutral rating

How to improve your detailed seller rating?

Seller rating is important in getting new buyers. Here are some of the ways to improve your detailed seller rating.

1. Ensure the item accurately matches the listing description. Write as if there are no pictures

2. Communicate with your buyers clearly and promptly. Answer their questions honestly and courteously.

3. Ship the item as quickly as possible. Don’t keep your buyer waiting.

4. Be reasonable with your shipping charges. Be transparent with your costs and win the buyer’s trust.

The Feedback score is one of the most important aspects of your Feedback Profile. It indicates the amount of positive ratings received by your buyers. The higher your feedback score, the more a potential buyer will trust you.

Managing Defects: INR, INAD & OOS issues

These three defect rates – Items Not Received (INR), Item Not As Described (INAD) & Out Of Stock (OOS) – will affect your Seller Performance Standards. Which is why you must try to avoid them. 

What do you do if there’s a dispute?

If a buyer has an issue with their purchase, you have 3 days to respond before they can ask eBay to step in to resolve the issue. If eBay finds you in the wrong, you will incur a defect.  Which is why you must always respond promptly to any filed disputes and try to find a positive resolution to maintain a good selling history.

How to handle and avoid INR cases

If the item did not reach the buyer, provide tracking information or arrange for re-delivery.

To avoid INR cases, always use tracking and follow our best practices

How to handle and avoid INAD cases

If the item delivered is not as described, work with your buyer to find the most amicable solution to resolve the issue.

To avoid INAD cases, always describe your item accurately. Include specifics and pictures so buyers will know exactly what to expect.

How to handle and avoid OOS cases

Check your inventory regularly and remove any listing that is Out of Stock.

If your stock levels change, end your listing or update the quantity as soon as possible.

How defects are counted:

Seller-canceled transactions: You no longer have the item, or chose not to ship it.

Cases closed without seller resolution: When eBay steps in to help and finds you are in the wrong.

Seller-cancelled transactions

You no longer have the item, or chose not to ship it.

Cases closed without seller resolution

When eBay steps in to help and finds you are in the wrong.

The maximum number of defects allowed varies by seller level:
Seller level
Allowed defects

Top Rated

Less than or equal to 0.5% of transactions, and 3 or less defects from unique buyers

Above Standard

Less than or equal to 2% of transactions, and 4 or less defects from unique buyers

Below Standard

Greater than 2% of transactions, and 5 or more defects from unique buyers

Next Steps
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