eBay service metrics 2022

Service Metrics

eBay service metrics 2022

Avoid ‘item not as described’ and ‘item not received’ return requests

What is eBay service metrics?​​

Sellers with 400 or more transactions during the last 3 months can check their service metrics. 

At first, eBay has 2 service metrics categories:

  • Item not as described

The percentage of your transactions where buyers requested returns for the following reasons:

1. Doesn’t work or defective
2. Doesn’t match the description or photos
3. the Wrong item sent
4. Missing parts or pieces
5. Arrived damaged
6. Doesn’t seem authentic

  • Item not received

where buyers requested information about an item that was already expected to have arrived, or where tracking shows the item as delivered but the buyer has not received it.

Your service metrics show you how many of your transactions result in “Item not as described” return requests and “Item not received” requests. You can see rates who sell items in the same category as you, with a similar price, item condition, return policy, and estimated delivery date.

What rate exists?

Rate ‘Low‘:
You’re performing better than most of your peers in making sure that buyers receive the items they ordered

Rate ‘Average‘:
You’re performing as well as your peers in ensuring that buyers receive the items they ordered, and in setting and meeting buyer expectations.

Rate ‘High‘ or ‘Very High
You’re not performing as well as your peers in making sure that buyers receive the items they ordered as described in the listing

Do we need to pay attention to service metrics?​

Extra important. Literally, the success of your business depends upon your level of customer service. The better your service, the better your sales and more importantly customer satisfaction.

Not As Described

Your service metric ratings help you understand how well you’re performing for “Item not as described” return requests and “Item not received” requests in comparison to your peers. See our full table of ratings:

A very high percentage of service metrics

Sellers who have an evaluation rate as Very High return requests and ‘item not received’ requests might be:

subject to increased final value fees or the time automatically added to delivery estimates.

Now you can know why your sales go down or just stopped because when buyers come to your listing they will estimate delivery time as very long and better choose another store. And of course, in eBay’s eyes, you will look like very risky sellers. This is the reason why all things on eBay are important and how important to solve all issues and questions.

Our purpose is to get a rate lower than the average and we will get more sales. Upload tracking, use good shipping service, solve all problems without customer support help, and if you do not know how to solve an issue just please write us


Comments (2)

  1. Thanks for your blog, nice to read. Do not stop.

    1. Thank you, Mark, we will try to write more posts, you can write a theme about what you want to know more and we will write

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