From May 2011, new minimum performance standards will apply for all eBay.com.my sellers and will replace Seller Non Performance (SNP) policy as way of evaluating seller performance on site.

This is being introduced to help ensure sellers consistently provide service that result in a high level of buyer satisfaction. By delivering the high standard and quality that online buyers expect, eBay sellers will enjoy even greater rewards – such as more visibility in search results. The new standards aim to give sellers the recognition, insights and help they need to improve and grow their business.

We are also enhancing the seller dashboard so as to provide you more detailed information regarding the sales you have done with buyers in India and abroad. This will give you the opportunity to identify your areas of improvement.

How is Seller Standard more beneficial than SNP Policy?

• Unlike SNP policy which was used to identify & restrict sellers who do not meet buyer's expectations, Seller Standards works on rewarding sellers through increased visibility/recognition ensuring growth in their business on eBay

• With SNP policy, Sellers were evaluated only basis known transactions (i.e. where Buyer has provided feedback / raised dispute), while with Seller standards Sellers will be evaluated on their overall transactions (irrespective whether feedback was left)

• While SNP used to evaluate sellers on weekly basis, In Seller standards Sellers will be evaluated on Monthly basis which provides the seller an opportunity to work with the buyer and revise the feedback received

How will a seller be evaluated in Seller Standard?

Our research shows that low DSRs are a more accurate measure of the quality of buyer experiences provided by sellers on eBay. That's why we’re evolving the way we measure quality, focusing more on how many low DSRs – 1s and 2s – a seller receives than on a seller's DSR averages.

With Seller standards, eBay has set a minimum threshold of Seller performance expected to be delivered by our Sellers. The minimum performance standard requires sellers to have a low amount of 1 or 2 stars on the detailed seller ratings (DSR) score. To meet the minimum performance standard, sellers need to satisfy either one of the below requirements:

• The minimum DSR percentage rate;

• The minimum DSR count

The new requirements are based on a seller's incidence of low DSRs (1s and 2s) on transactions

• From May 2011, all eBay.com.my sellers will need to have 1s or 2s for item as described on no more than of 1.2% of transactions, and on no more than 2.4% for communication, 2.4% for dispatch time, and 2.4% for postage and packaging charges

• Sellers with more than the maximum allowed 1s and 2s will recieve lowered placement in search and may face limits until their performance ratings improve. Sellers with excessively high rates of 1s and 2s may be restricted from sellers

The table below shows the minimum standard expected from sellers:

Computation of low DSR rate / count

Low DSRs (1s and 2s) are tracked and calculated for each of the four DSRs—item as described, communication, shipping time, and shipping and handling charges. The seller's rate of low DSRs is the percentage of all transactions that resulted in a rating of 1 or 2. Note this calculation includes all transactions, including those transactions in which the buyer left no DSRs.

The percent of low DSRs (1s and 2s) is calculated as follows for all four DSRs—

Number of 1s or 2s received in the evaluation period / Total number of transactions in the evaluation period  

Note: The total number of transactions includes all transactions, not just transaction where DSR scores were received. 

How are Seller segmented under Seller standards?

Through Seller Standards, Seller basis their performance on DSR & volume of business will be broadly classified in to 4 segments as under:

Note: As per Seller Standards, all sellers are required to fulfill the basic ‘Standard’ criteria as mentioned above in the table.

 What i need to do?

• You should become familiar with and monitor your Seller Dashboard. The Seller Dashboard is located in My eBay and is available to all sellers who have received 10 or more detailed seller ratings (DSR’s). This will let you know how you are performing in relation to these new minimum standards

• Minimum performance standards also exist for other eBay sites. Sellers transacting on those sites must meet the minimum performance standards for those countries

Take Action

New Seller Dashboard

From May 2011, you can see a snapshot of your DSRs now in your Seller Dashboard, including your low DSRs (1s and 2s), your average DSRs. This snapshot will be updated monthly. You can also use DSR reports to see your total counts of 1s and 2s. To get this view, log into your Seller Dashboard and click the link at the top.

Frequently Asked Questions

  1) How is eBay shifting the focus on detailed seller ratings (DSRs)?

We are evolving the way we evaluate quality by changing the focus from a seller's average score to the instances of low scores – 1s and 2s. Transactions with buyers

  2) Why the change of emphasis from having a high DSR average to having very few 1s and 2s?  

DSRs are an important measure for seller performance. We are gradually shifting the focus from a seller's average score to the rate of low scores (1s and 2s) for several reasons.

• Buyers have different interpretations of what they consider a high score, but leaving a 1 or 2 is a clear sign of dissatisfaction.

• Monitoring their 1s and 2s gives sellers a clearer picture of where they need improvement—on item as described, communication, shipping time or shipping and handling charges.

• Many sellers have told us it's easier and more productive for them to focus on providing a level of service to buyers that minimizes 1s and 2s rather than on trying to achieve all 5s. 

 3) How can I find out where I stand?

You can see a monthly updated snapshot now of where you stand on 1s and 2s for each DSR through a link at the top of your Seller Dashboard. In May, you'll be able to see this information updated daily.

4) Will eBay.com.my be introducing Top-rated seller status similar to eBay.com?

eBay.com.my plans to introduce this program by early 2012. In the meantime, sellers will need to focus on remaining above the new minimum seller standards and adjust their business practices to meet the new low DSR requirements.

5)What happens if my buyer leaves DSRs after the month of the transaction? Will those DSRs count?

Yes, your low DSRs (1s or 2s) for a given month are related to all the transactions in that month, regardless of when DSRs are left by the buyer. Rates for each month are continuously updated as buyers leave ratings. For example, DSRs left in July for a transaction in June will be included in your rate for the month of June. 

 6) What time period is used to calculate a seller's DSRs?

Starting in May, for sellers with 400 or more transactions during the most recent 3 calendar months, the evaluation period for rate of low DSRs will be the most recent 3 complete calendar months.

For all other sellers, the evaluation period for low DSRs (1s and 2s) will be the most recent 12 calendar months.

 7) How often is seller performance evaluated?

Seller status is evaluated around the 20th of each month. So, for example, the calculation on 20 May will include DSRs for all transactions in the months of February, March and April. Note: sellers who fall below the new minimum standard for all sellers will have their status changed immediately after the monthly evaluation. Sellers can see how they are trending to meet the requirements on their Seller Dashboard. 

 8) Will a seller's minimum average DSR be calculated differently under the new system?

Yes. The new minimum average DSR criteria will take the average DSR scores from MY buyers and international buyers not based in the US/UK/Germany across all four DSRs. Transactions with buyers in the US, UK and/or Germany will show up separately on your Seller Dashboard.

There are other differences in how the minimum average DSR will be calculated in the new system:  

 Current method for calculating average DSRs:

 ◦Today, the minimum average DSR for PowerSeller status is based on DSR data over a rolling 12 months. This data is updated weekly and only one set of DSRs from the same buyer in a single week is counted

◦Calculations include DSRs from all buyers

 New method starting May 2011:

 ◦For high-volume sellers (400 transactions or more over the past 3 months), the evaluation period will be the most recent 3 calendar months. For all other sellers, the period will be the most recent 12 calendar months

◦Only  DSRs from MY buyers and international buyers who are not based in the US, UK or Germany will be included in the calculation

◦All transactions from repeat buyers will count

 9. What happens to sellers who do not meet the new standard?

Sellers will be lowered in search standing. They may be offered coaching and training on selling best practices. In more serious situations, other consequences may also apply including limits to further selling, and in some cases account suspension.

 10. How can I find out my current standing in relation to the new standard?

 •You can see a snapshot of your current low DSRs now through a link at the top of your Seller Dashboard

•In May 2011, you'll be able to track your 1s and 2s on a daily basis on your Seller Dashboard and get insights into what you can do to improve

11. What if I have less than 10 total DSRs and don't have access to a Seller Dashboard?

Sellers with less than 10 total DSRs and no access to a Seller Dashboard will be notified by email if their performance does not meet the minimum standards.

 12. What is eBay doing to address buyers who abuse the Feedback system? How can sellers prevent buyer extortion and unpaid items from negatively impacting DSRs?

To protect sellers, we are continually increasing our ability to detect and act on buyer abuse, including buyers who consistently leave positive Feedback with low DSRs. We will be increasing our enforcement in this area. We are taking faster, stronger action in response to reports of Feedback extortion.

 13. Can I find information now on my low DSRs (1s and 2s)? What tools can help me reduce my low DSRs?

Yes, you can see a snapshot of your DSRs now in your Seller Dashboard, including your low DSRs (1s and 2s), your average DSRs, and where you stand in relation to minimum standards. This snapshot will be updated monthly. You can also use DSR reports to see your total counts of 1s and 2s. To get this view, log into your Seller Dashboard and click the link at the top.

 14. Will sellers be able to see the exact transactions that resulted in low DSRs?

To encourage buyers to leave DSRs, buyers are assured that their ratings are anonymous. Sellers are not able to see exactly which transaction resulted in lower scores. For the insight you need to improve, you can run detailed reports on your DSRs by category, type of transaction, and other factors. Go to See your Reports on your Seller Dashboard.