Why does SPS matter?

We give our sellers the platform, solutions and support you need to grow your business and thrive. In return, we expect our sellers to consistently provide services that result in a high level of buyer satisfaction. This includes setting and meeting buyer expectations by providing excellent customer service from beginning to end. As such, we’ve put in place minimum performance standards for areas within a seller’s control such as handling time and prompt problem resolution. Reason being, we want eBay to continue being the world’s favourite destination for discovering great value and unique selections.

The table below explains how SPS would impact your eBay business.

To get a good SPS, you are expected to:

• Promptly resolve customer issues

• Ship items on time, within your specified handling time

• Manage inventory and keep items well stocked

• Charge reasonable shipping and handling costs

• Specify shipping costs and handling time in the listing

• Follow through on your return policy

• Respond to buyers’ questions promptly

• Be helpful, friendly and professional throughout a transaction

• Make sure the item delivered to the buyer is as described in the listing.

Avoid these to maintain a good SPS:

• Not meeting the late shipment rate requirements

• Exceeding minimum requirements for defect rate

• A bad experience for both you and your buyer

• Low detailed seller ratings

• Negative or neutral feedback from a buyer

• A buyer requesting a return or reporting that an item is not received.

• A buyer asking us to step in and help with a transaction issue

So you need to make sure you are performing in all regions to maintain a good SPS. If you are new to eBay, it makes sense to concentrate on one region first. Once you get a handle on how to score a high SPS, you can then branch out to other regions.

A case closed without seller resolution is any case where the seller is unable to resolve the issue with the buyer prior to the buyer asking us or PayPal to step in and help with a request. When this happens, eBay and PayPal will determine that the buyer is in the right and you are responsible. ie; you are in the wrong.

Here’s a simple way to understand how to resolve issues so you can maintain your SPS.

Out of Stock (OOS) points to issues with inventory management

I’m below standard. What should I do?

1. Appeal all unfair cases from the past 3 months.

2. Calculate the following:

1. How long is your evaluation cycle in the particular region where you fall Below Standard (BSTD)? It could be either 3 or 12 months.

2. When did the OOS, INR & INAD cases happen?

3. How long will it take for the OOS, INR & INAD to “pass” out of your evaluation cycle organically?

4. How many new positive transactions do you need to fall Above Standard (ASTD) in that region again? You may use this formula: New transactions = (Current defects /Defect rate) − Current transactions.

3. Offer discounts to boost your number of positive transactions.

1. Never voluntarily escalate a case with a buyer to eBay.

2. Once a buyer opens a case against you, you have 3 days to “make things right” and appease the buyer through your actions.

3. After the 3 days, if the buyer opens the case with eBay, the Customer Service (CS) can make a decision at any time. You will not be given additional time to make things right.

Cases are evaluated by US Customer Service agents. The CS agents would need obvious and concrete proof to rule in the sellers’ favor.

Examples of concrete proof:

• For an INR: Your tracking needs to show the item was delivered or rejected by the buyer at the time that the CS agent looks into the case. It is not enough to show that you had shipped the item.

• For an INAD: If the buyer claims a part is missing, but your Item Title, Gallery Photos, Item Specifics or eBay Messages with the buyer clearly state that the part will not be included in the purchase.

You can and should appeal against:

• Cases unfairly ruled in buyer’s favour (appeals go to US CS)
• Unfair negative feedback (appeals go to local CS)

The emphasis is on “unfair”:

• Example: When tracking at the time of case evaluation shows that the item has already been delivered or attempted to be delivered, but INR case was still ruled in favour of the buyer or buyer left a feedback that he never received the item.

Write to xxx in this format:

• Buyer ID:
• Transaction ID:
• Reason for appeal: (Clearly explain how the buyer’s feedback/ case is unjustified because he claims XYZ but you did XYZ to rectify the situation)