Service Metrics & Shipping
Access service metrics and peer benchmarks in Seller Hub and gain more control over shipping with the introduction of shipping rate tables to eBay Canada.
What you need to know
- Access your service metrics and peer benchmarks in Seller Hub
- Shipping rate tables will be introduced on eBay Canada later this year
Service metrics and peer benchmarks are now available in Seller Hub
In the 2018 Summer Seller Update, we announced new competitive insights with service metrics and peer benchmarks that give you additional visibility into the status of your buyers' "item not as described" and "item not received" requests. These service metrics will help you identify listings that aren't meeting buyer expectations and manage your business better. The dashboard is now live in the Performance tab in Seller Hub. Guidance is available to help you improve your metrics if needed and you can see your specific listings that may need to be updated.
As a reminder, starting October 1, 2018, if you have very high rates of "item not as described" returns you may be subject to additional 4% final value fee in affected categories based on the Service Metrics policy. Maximum fee caps do not apply to the additional 4% final value fees. See our selling fees article for more information on how final value fees are calculated.
Starting November 1, 2018, if you have very high rates of "item not received" requests, you may be subject to extended delivery estimates in affected categories.
Sellers will not be evaluated on a time period prior to June 1, 2018.
To make sure you're meeting eBay's minimum selling requirements, check your seller dashboard regularly.
Service Metrics & Shipping FAQs
Why is eBay making this change?
The new metrics can help you identify listings that aren't meeting buyer expectations and manage your business better.
How do I view metrics in multiple categories?
In Seller Hub under the Service Metrics tab, you can view your "item not as described" returns in the dashboard by selecting a "listing site" and "category" from the dropdown menu. Similarly, you can manage your "item not received" metrics in the dashboard by selecting a "listing site" and "shipping category" from the dropdown menu.
How often does eBay calculate these metrics?
Service metrics are evaluated on the 20th of each month.
- Sellers with 400 or more transactions during the last 3 months: You're evaluated on your transactions during the previous 3-month period.
- Sellers with fewer than 400 transactions during the last 3 months: You're evaluated on your transactions over the previous 12-month period.
Sellers will not be evaluated on a time period prior to June 1, 2018 for purposes of either the extended delivery times or additional final value fee.
Why are only some return request reasons included in my "item not as described" rate?
Your "item not as described" request rate will help identify items that do not meet buyer expectations after the sale. All sellers must accept and resolve these types of return requests from buyers when valid:
- Doesn't work or defective
- Doesn't match description or photos
- Wrong item sent
- Missing parts or pieces
- Arrived damaged
- Doesn't seem authentic
In instances where buyers ask to return items they simply no longer want or can’t use, the requests will not be included in your "item not as described" rate. Sellers decide when they list their items whether they want to accept these types of returns, and we encourage you to offer the best customer service you can to meet buyers' needs, including free returns.
Will sellers be protected from fraudulent buyers and false "item not as described" claims?
When buyers get flagged as fraudulent and/or abusive and we believe all of the claims were filed in bad faith, we will remove the transactions from seller calculations. For false "item not as described" we will not remove potentially mis-filed returns where we don't see a history of likely intentional mis-filing. All sellers experience these randomly, and peer benchmarks reflect that they happen at a certain rate on average. We want sellers to focus on reducing the preventable returns and not worry about disputing every claim.
Could I be subject to fees for both a below standard performance and a very high rate of "item not as described" returns?
Gain more control with shipping rate tables
Later this year, we will start rolling out a program that will make it easier for you to offer free shipping and charge more accurately for shipping across Canada with the introduction of shipping rate tables.
Shipping rate tables are a set of pre-determined shipping rates that vary according to the details of your shipment, such as item weight, surcharge, point of origin and destination. Shipping rate tables are set up by the seller, and allow you to specify shipping rates for up to 21 distinct destinations across Canada. You can define a single specific shipping charge for an area as granular as a single Zone in one Province and Region, or extend it across multiple Regions and Provinces—it’s up to you. For example, you could choose to offer Free Shipping to urban areas, which typically have lower shipping fees, and charge an appropriate rate to remote destinations with higher shipping fees.
Shipping can be one of the most intricate aspects of selling online. With shipping rate tables, you’ll be able to offer free shipping more often, charge more accurate shipping rates, and ensure that you’re not paying out-of-pocket when shipping items.
Keep an eye on our Announcements for more updates, coming soon.
Shipping rate tables FAQs
Why is eBay making this change?
Low shipping costs and fast and accurate delivery times are a key factor for online buyers. This feature will help you provide retail standard shipping options that buyers expect, such as free shipping or higher fees for expedited shipping options. Providing these retail standards will make your listings more attractive to buyers.
How will shipping rate tables be different from flat rate or calculated shipping?
If you select flat rate or calculated shipping when listing an item, the shipping price shown to the buyer is based on either the flat rate you set, or calculated based on the shipping service you selected for calculated shipping.
Shipping rate tables give you control to enter your own shipping rates based on the carriers you prefer and the costs of your business.
I offer free shipping. How will shipping rate tables be useful to me?
You can use rate tables to set shipping prices by buyer location and provide multiple shipping options, which is considered best practice. In this case, you could offer free standard shipping in addition to an expedited shipping option that you may choose to charge for.
If you typically offer free shipping, you may also wish to restrict free shipping to certain areas of the country, and charge an appropriate fee for shipping to more remote regions.
Will it be mandatory to use shipping rate tables?
These tools are optional. However, they will enable sellers to provide retail standard shipping options that buyers expect, which could increase sales.
Can I use rates for any carrier or service I like?
Yes. Shipping rate tables simply allow you to set different rates for different regions within Canada, and are carrier agnostic.
Can I apply rate tables to the items I ship to the US or other countries?
No. At the time of launch, your rate tables will apply only to shipments within Canada.