A recap of eBay's new Seller performance Standards which came into effect from 20 August 2014, plus details of eBay's Defect Removal Policy and some strategies for avoiding transaction defects.

1. Update:
New Seller Standards &
Defect Removal Policy
Tim Davies, eBay Manager Seller Education & Engagement
August 2014
© 2014 eBay Inc.
SELLER
RECHARGE

2. RECAP:
NEW SELLER STANDARDS
© 2014 eBay Inc.

3. What is a Top Rated Seller?
The Top Rated Seller program is designed to provide
customers with a clear indication of the most trusted sellers
offering the best postage and returns services
• USD $1,000 or more in annual sales
• Held an eBay account for 90+ days
• 100+ transactions with AU buyers over past 12 months
• Compliance with the Selling Practices Policy
• Transaction Defect Rate no higher than 2% within the
evaluation period
• No more than 0.3% closed cases without seller resolution
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4. New Seller Standards
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5. MONITORING YOUR
PERFORMANCE
Check your eBay Seller Dashboard regularly to identify and address
potential problems early.
© 2014 eBay Inc.

6. Seller Dashboard
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Monthly low DSRs for
past 12 months
Check your Seller Dashboard regularly so you
can remedy any buyer issues before they affect
your Seller Level

7. Seller Dashboard
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Quickly pinpoint Defect trends
so you can improve.

8. Seller Dashboard
Learn how defects impact your
seller performance level.
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Quickly pinpoint areas
of your business that
can be improved.
Identify which transactions
resulted in a Defect, so you can
work with buyers to resolve any
issues.

9. Seller Dashboard
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Keep track of cases closed
without seller resolution
See if you qualify for Top
Rated Seller status or
not, and why.

10. Seller Dashboard
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Identify how many
listings qualify for
the eBay Premium
Service badge.
eBay
Premium
Service

11. Seller Dashboard
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Find out what eBay has done to protect
your Seller Performance ranking.

12. Transaction Defect Report
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Your total transactions with defects as of 12/08/2014: 38

13. Transaction Defect Report
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• Find transactions using the unique Transaction ID.
• First download your Sales History from within Selling Manager Pro.

14. Transaction Defect Report
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• Then search for the Transaction ID in the appropriate column.

15. AVOIDING AND
REMOVING DEFECTS
© 2014 eBay Inc.

16. Automatic removals
Defects are removed automatically on a weekly basis when:
• The buyer didn’t pay for their order and an unpaid item case is recorded against
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the buyer.
• A PayPal Purchase Protection or eBay Money Back Guarantee (US/UK/DE)
case is ruled in the seller’s favour.
• The defect was the direct result of an eBay site issue or an eBay program error.
• eBay takes action on a buyer for activity that violates the Buying Practices policy
• eBay or PayPal instructs you to hold the shipment or cancel a transaction
• eBay can determine through valid tracking that the defect was the direct result of
systemic delays in shipping or communication. Examples include: wide-scale
shipping carrier delays, items stuck in customs, or power outages due to
extreme weather.
Defects will be removed automatically by eBay in the above circumstances,
however sellers are also welcome to contact CS to request it.

17. Avoiding Defects
Before the transaction
• Think like a buyer
• Set expectations you can meet and exceed
• Think about how buyers will perceive your listing (including mobile devices)
• Anticipate confusion or product ignorance by providing clear relevant information
• Upload multiple high quality photos of each product
• Use the eBay Catalogue where possible
During and after the transaction
• Communicate, communicate, communicate - especially anything exceptional
• Use delivery services with online tracking and upload tracking number to eBay
• As often as possible, build delivery into item prices and offer free delivery (or at
least to the cheapest locations if using Rate Tables)
• Dispatch within 1 business day
• Offer 30+ day free returns with money-back, and no restocking fee.
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18. Business strategies to minimise defects
Contain costs
• Review your delivery provider/s.
Explore aggregator services
• Review packaging strategy and
Improve efficiency
Improve service levels
Product strategy
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suppliers
• Explore alternative fulfilment models
• Review your listing process and
tools. Explore integrated listing and
transaction management solutions.
• Explore CRM solutions
• Review internal fulfilment processes
• Review and refine your automated
buyer communications
• Seek to reduce your inquiry
response time. Use templates for
efficiency. Setup Smart Q&A.
• Review listing and store design
• Allocate budget for returns
• Consider offshore trade to expand
customer base
• Research potential related products
• Drive organic expansion of product
range
• Consider accelerated lifecycle
pricing

19. FURTHER HELP

20. sellercentre.ebay.com.au
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21. Other resources
Training Social Reading
ebay_academy
Visit:
sellercentre.ebay.com.au/training
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22. Seller Training Course
Advanced Selling on eBay
Led by Tim Davies
Manager Seller Education & Engagement
eBay Australia & New Zealand
Melbourne Sydney
Friday 26 September
9:00am – 12:30pm
South Melbourne
Monday 22 September
1:30pm – 5:00pm
Sydney CBD
Book online via:
sellercentre.ebay.com.au/training
• Optimising listings to improve search visibility
• Benefitting from structured data
• Using the eBay Catalogue
• Effective use of item specifics
• Using product codes and barcodes
• Optimising for selling on mobile devices
• Delivery strategies that buyers love
• Fast ’n Free
• Using postage rate tables
• Setting postage rules
• Excluding PO boxes
• Requiring buyer phone numbers
• Printing invoices
• Postage label printing
• Tracking numbers
• Creating & applying business policies
• Listing management tools and solutions
• Editing listings in bulk
• Downloading sales records
• File management
• Managing buyer disputes effectively
• Dispute Resolution Centre & processes
• Disputes and claims
• Refunding buyers
• Feedback management strategies
• Performance monitoring tools
• Sales Reports Plus
• Introduction to Terapeak
• Where to get help
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23. © 2014 eBay Inc. eBay Seller Recharge – August 2014