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