Service metrics policy

Our service metrics help sellers provide a great experience for all buyers by offering detailed insights and peer benchmarks. These metrics allow you to see how well you're performing compared to other sellers with similar selling profiles.

This page describes Eyby's service metrics program, along with the evaluation of seller performance against our minimum seller standards.

Each month, we evaluate how many times your buyers reported that they didn’t receive an item or requested a return because the item wasn’t as described. While resolving the issue promptly is important, these cases indicate the transaction didn’t run as smoothly as it could have for the buyer.

There are many factors that can influence the number of cases in your service metrics (such as item type or seasonality), so instead of setting strict limits, we use the average rates of similar sellers as benchmarks for evaluation. We also provide safeguards to ensure fair evaluation.

Make sure to check your service metrics regularly so that you can monitor how you compare to other sellers. Click the button below to access your service metrics dashboard, including your projected rate for the next evaluation. This projection may change if more cases are opened.

View service metrics dashboard

If your 'Item not received' or 'Item not as described' rates have increased, or are high compared to your peers, focus on minimizing these issues as soon as possible. Improving your rates will benefit your standing at the next evaluation.

For more help, read our article on Monitoring and improving your seller performance.

 

What is the policy?

Sellers are expected to minimize the number of instances where buyers either:

• Report that an item hasn’t arrived

• Request a return because an item didn’t match the listing

Rather than measuring these issues as a percentage of sales, we compare your rates to sellers who offer similar products, prices, shipping options, and terms on the Eyby platform.

We evaluate service metrics on the 20th of each month to determine whether your rates are Low, Average, High, or Very High compared to your peers.

While other Eyby members can’t see your service metrics, a Very High rating may result in limitations on your selling activity, such as extended delivery estimates or higher transaction fees.

 

How we benchmark seller performance

On the 20th of each month, we take a look at your recent transactions to work out your service metrics and peer benchmark.

To ensure fairness, we adjust the evaluation period based on your recent sales volume:

• If you've completed more than 400 transactions in the last 3 months, we count all those transactions.

• If you’ve completed fewer than 400 transactions in the last 3 months, we consider transactions from the last 12 months.

 

Service metrics and peer benchmark

For your service metrics, we count how many times your buyers have either:

• Reported that an item hasn't arrived

Requested a return because an item didn't match the listing description

 

Peer bench-marking means we compare your rates with other sellers offering similar products and business terms.

Service Metric	What it means	Who we compare against
'Item not received' rate	The percentage of your transactions where a buyer reported the item didn’t arrive or wasn’t available for collection	Sellers with comparable transaction volume, item prices, and destinations
'Item not as described' rate	The percentage of transactions where a buyer requested a return due to the item not matching the description	Sellers with similar product categories, return policies, and conditions

 

Shipping categories

When we compare 'Item not received' rates, we consider the shipping destination:

• Domestic: Both the item location and shipping address are within the same country.

• International – Matured region: The shipping address is in regions like the US, Canada, Australia, most European countries, etc.

• International – Emerging region: Shipping addresses outside the domestic and matured regions.

 

Service Metrics Ratings

Your service metric ratings indicate how well you're preventing buyer issues compared to your peers.

Rating	What it means
Low	You’re performing better than most peers by ensuring prompt deliveries and managing buyer expectations.
Average	You’re performing similarly to your peers but may have opportunities to reduce preventable issues.
High	You’re not performing as well as your peers in ensuring items arrive as expected or match descriptions.
Very High	Your 'Item not received' or 'Item not as described' return rate is significantly higher than your peers, potentially leading to limitations.

 

What Happens if Your Rating is Very High?

If your service metrics show that your 'Item not received' or 'Item not as described' rates are significantly higher than your peers, we may implement measures to manage buyer expectations, such as:

• Extending expected delivery times for your items

• Holding funds from orders until tracking shows the item is on route

• Limiting your ability to deduct refunds for returned items that are used or damaged

 

Fair Evaluation, Seller Protections, and Appeals

We strive to fairly evaluate your performance by benchmarking your metrics against sellers with similar activity. Adjustments may be made to prevent temporary spikes from affecting your account.

 

Seller Protections

We have safeguards in place to protect your ratings. For instance:

• If a buyer violates our policies, we automatically remove any 'Item not received' or 'Item not as described' reports from your service metrics.

• We may extend delivery estimates and remove 'Item not received' reports due to widespread delays, like severe weather or carrier disruptions.

Learn more about seller protections.

 

Appeals

You can appeal 'Item not received' or 'Item not as described' reports if they qualify for removal under our seller protections.

If you believe a buyer has violated our policies, you can report the buyer for further review.