eBay for Business | Service Metrics Ep. 2 – Tutorial: How to use the dashboard | Sell on eBay UK
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eBay for Business | Service Metrics Ep. 2 – Tutorial: How to use the dashboard | Sell on eBay UK


The Service Metrics dashboard helps you keep track of how you’re performing on after-sales. It monitors your “Item not as described” return requests and “Item not received” requests, and shows how you’re doing when compared with your peers. Let’s look at where to find it and how to use it. Go to “Seller Hub” and click “Performance” …then select “Service Metrics”. There are two tabs. One for “Item not as described” and one for “Item not received”. On each tab you can see how you compare to your peers. If you want to know how peers are selected, hover over the “i” icon. If you list on more than one eBay site, use the drop down menu to select the one you want to review. Use the category drop-down menu to look at each category you list in separately. If no data appears it either means you didn’t have any return requests during the period you’ve selected or there isn’t enough data to make a comparison. You can see your current rating and your projected rating. Both are based on your look-back period which is either 3 months or 12 months. Service metrics started being measured in June 2018. Look back periods start from that point onwards. The projected rating is dynamic and updates to take into account new return requests. Click the hyperlinks to toggle between your current and projected ratings. On the thermometer you’ll see four ratings. Very high, High, Average and Low. You can see your own rating and percentage and the rating and percentage for sellers in your peer group. If your rating is higher than your peer group or your rating is in the High or Very High brackets, it’s well worth looking into the reasons why. That’s because final value fee surcharges will be applied in that category if you’ve got a Very High rating. On the right hand side, you can see how your “Item not as described” return requests break down. Reading this together with the detailed report can help you spot any recurring themes. For example, are you seeing more “Item not as described” return requests for certain listings? If so, check the listing to make sure it’s accurately describing the item your selling. Look at the photos, title, description, product identifiers and item specifics and see if anything’s inaccurate or could be improved. To see the detailed report, click “Download report”. The CSV file gives you individual case numbers so you can dig deeper and remind yourself what happened. Now let’s look at the section for “Item not received”. You read it in much the same way. The main difference is that the report is split by the buyer’s location. There’s domestic, International – Emerging region and International – Mature region. To see which countries fall into which region, hover over the left hand side of the dashboard. So that’s how to read the Service Metrics dashboard. Make checking your ratings a regular part of your day-to-day eBay account management. There are lots more tips on what you can do to reduce the number of “Item not received” and “Item not as described” requests on the Seller Centre. To get more tips and guidance from the eBay team, subscribe to our channel on YouTube and click the bell icon to enable notifications. YouTube will let you know as soon as new videos are available.

2 Comments

  • Georgi Tsvetkov

    Ok good metric explane me somting,what we can do when the bayer just open a case as usual without right reason.Or they never read description.and then on complain.I have 5 case this month with very stupid reason which dosnt match.

  • Georgi Tsvetkov

    Please explain in detail also item location policy, because this idea every single item to have own location is the biggest BS. I have 27 store in USA. I have my own software, I away used my office location. An example i have 50 pcs of X item in NY and 50 in OH 50 in FA, I always shipp from nearly location. Now if i run out in FL and i shipp from NY. EbAy cut off my listing, traffic, impression e.t.c Becouse doesn't matching item location. Now Ebay please give me some example how to manage inventory with 15000 item. Or do i need to open 27 account on ebay? I don't know how do you take the decision on the bord but looks like,most of bord member are Stilling idea from Amazon AliExpress Alibaba. very unprofessional

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