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

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

January 17, 2020 2 By Luis Garrison


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.