Seller Standards Policy

Our seller performance requirements are designed to ensure buyers have a consistently positive experience on Eyby. Your seller level reflects how well you’re meeting or exceeding these minimum standards.

This page explains the Eyby seller standards program and how we evaluate seller performance. We assess areas within your control—such as timely fulfilment of orders and prompt resolution of buyer issues. Eyby also provides safeguards to ensure a fair evaluation of seller performance. Learn more about service metrics here.

 

How We Evaluate Seller Performance

Every month, Eyby reviews your sales volume and buyer interactions to assess whether any sales resulted in a poor buyer experience. We specifically look for instances like undelivered items or unresolved issues. Regularly checking your Seller Dashboard allows you to track your performance and make improvements as needed before the next evaluation.

View Seller Dashboard

If your seller level drops to Below Standard, it’s important to act quickly to minimize issues such as cases closed without seller resolution or order cancellations. For tips on improving your performance, read our article on Monitoring and improving your seller performance.

 

What is the policy?

All Eyby sellers must meet the following minimum performance standards:

• Cases closed without seller resolution: No more than 2 cases (or 0.3% of transactions)

• Transaction defect rate: No more than 2% of transactions

 

Your performance is evaluated on the 20th of each month based on your recent sales. You will be assigned one of the following seller levels:

• Top Rated: Exceeding our performance expectations with an established sales history and compliance with Eyby policies.

• Above Standard: Meeting Eyby’s performance standards.

• Below Standard: Performance has dropped below the required minimum, which may result in limitations on your account (such as higher transaction fees) until performance improves.

Seller levels are not visible to other Eyby users unless you are Top Rated. If you're selling internationally, different performance thresholds may apply.

 

How Eyby Calculates Your Seller Level

Eyby evaluates the following factors when calculating your seller level:

• Cases closed without seller resolution

• Transaction defect rate

• Late shipment rate

 

The evaluation period depends on your sales volume:

• More than 400 transactions in 3 months: We consider all transactions in this period.

• Fewer than 400 transactions in 3 months: We consider all transactions in the last 12 months.

 

Cases Closed Without Seller Resolution

When a buyer opens a case (e.g., missing item, return request), sellers are responsible for resolving the issue. A case closed without seller resolution occurs when Eyby steps in and determines the seller is at fault.

Minimum Requirement: No more than 2 unresolved cases or 0.3% of transactions in your evaluation period.

 

Transaction Defect Rate

A transaction defect occurs when:

• A seller cancels an order unexpectedly (e.g., due to stock issues).

• The seller does not resolve an issue, leading to a case closed without resolution.

Minimum Requirement: No more than 2% of transactions can be defective, across more than 4 unique buyers.

 

Late Shipment Rate

Sellers must meet buyers’ delivery expectations by shipping items within the stated handling time and using the agreed-upon shipping service. We use tracking data to verify shipment timelines.

Minimum Requirement: A low late shipment rate is necessary for Top Rated status. If tracking shows items were shipped late, or buyers report late deliveries, this may impact your rating.

 

How to Become a Top Rated Seller on Eyby

To achieve Top Rated status, you must consistently exceed Eyby’s performance standards, have an active selling history, and follow all relevant policies. You will be upgraded to Top Rated status on the 1st of the following month if you meet the following criteria:

• Cases closed without seller resolution: No more than 2 or 0.3% of transactions.

• Transaction defect rate: No more than 0.5%, associated with fewer than 3 unique buyers.

• Late shipment rate: No more than 5 or 3% of transactions.

• Tracking uploads: At least 95% of transactions must have tracking uploaded on time and validated by the carrier.

You must also:

• Have been active on Eyby for at least 90 days.

• Have completed at least 100 transactions and earned $1,000 in sales over the past 12 months.

• Comply with Eyby’s Selling Practices Policy.

 

Top Rated Plus Sellers who offer 1-day handling time and 30-day free returns will receive additional benefits, including:

• Top Rated Plus badge on listings and search results.

• A 10% discount on final value fees.

 

What Happens if You're Below Standard

If your seller level drops below standard, Eyby may limit your selling activity. These restrictions may include lower search result placements, reduced selling limits, and blocked access to promotional tools like Promoted Listings.

For more details on how to recover your status, visit Monitoring and Improving Seller Performance.

 

Fair Evaluation, Seller Protections, and Appeals

At Eyby, our seller standards are designed to protect the interests of all users, ensuring that evaluations reflect your performance as a whole. We aim to prevent your seller level from being negatively impacted by an isolated transaction or a challenging buyer. This allows you to focus on delivering excellent service to reliable, trustworthy customers.

 

Fair Evaluation

To assess your overall performance accurately and fairly:

• We adjust the evaluation period based on your sales volume to ensure a representative sample (How we calculate your seller level).

• Only transactions where the buyer has completed payment are counted.

• There can only be one defect per transaction.

• For calculating your transaction defect and late shipment rates, we consider the number of unique buyers involved.

 

Seller Protections

We implement safeguards to protect your ratings and assist you in resolving issues:

• If we determine that a buyer has violated Eyby's Abusive buyer policy, we will automatically remove any related defects.

• Defects and/or late shipments will be removed when circumstances beyond your control arise, such as severe weather or carrier disruptions.

• A late shipment will not be counted if tracking indicates that you sent the item on time, even if it arrives later than the estimated delivery date.

While these protections are available to all sellers, certain additional safeguards may depend on meeting specific eligibility and/or seller performance criteria. Learn more about our seller protections.

 

Appeals 

Sellers have the right to appeal cases closed without resolution within 30 days of Eyby's decision. For more information, please refer to Eyby's policies regarding seller protections.

 

Transaction Defects

Transaction defects may be eligible for removal under certain circumstances. If a defect's removal allows you to meet the minimum standards again, your seller level will be adjusted at the next evaluation.

 

Late Shipments

You can appeal a late shipment if you provide uploaded valid tracking information indicating that the item was delivered by the expected delivery date or that there was a carrier scan within your stated handling time.