Q: My DSRs for the most part have not caused me any problems. All my listings say "money back if the item isn't as described.” I even offer to pay the return shipping. Recently I found I have 2 low marks under "Item as described." How can I get a low DSR removed if I have no idea who left it? Who can I complain to if I get glowing feedback and low DSRs?

A: I see two different topics in your questions: 1), the anonymity of DSRs, and 2), how to report Feedback that you suspect might be from buyers violating our Feedback policies.

1) DSRs are really meant to provide sellers insight into the trends surrounding their performance - the "big picture." They are anonymous so that buyers can leave open, honest feedback about their experience. We absolutely encourage buyers to contact sellers when they have a problem, because their overall experience is improved when great sellers like you make it right. And your DSRs show that you're making buyers happy. Occasionally, there are buyers who choose to leave a low DSR without contacting the seller, and while frustrating, it is their choice, and there are valid reasons why a buyer may do so. But I want you to know that we don't want a single or low number of buyers to over-impact a seller, so we only count low DSRs if they come from two or more buyers within any given evaluation period.

2) If you believe an eBay member is trying to damage your (or another member's) ratings, please report this behavior through the Contact Us for Feedback link. We also look for this activity, and we take actions when we find violations of our feedback policies, including removing the feedback, account restrictions, and account suspensions.

Cheryl
Seller Marketing and Communications
eBay

Q: I see that you have to be an Above Standard Seller to have a premium store. I have two low ratings on "Item as Described". In April the standards to be an Above Standard Seller change and I'm not sure with 2 low ratings that I'll still be qualified for a premium store. Could some one explain in plain English what the requirements are come April?

A: The requirements to be Above Standard are changing, effective April 20th. The maximum rates of 1's and 2's on Detailed Seller rating starting April 20th will be:
- Item Description: 1.0%
- Communications: 2.0%
- Ship Time: 2.0%
- Ship Cost: 2.0%
For low volume sellers, please note that these rates of 1's and 2's do not apply unless you exceed 3 counts of 1's and 2's on DSR for any of the Detailed Seller Ratings.
For more information, please see our Help page on Seller Performance Standards.

Cheryl
Seller Marketing and Communications
eBay

Q: Do you have a link to the new performance requirements (April 20) for top rated sellers? A: The requirements for Top-rated seller won't be changing in April, though we are introducing higher minimum standards for all other sellers. Here's a great page that summarizes the changes coming in April. We've added a link on your Seller Dashboard that will help you see whether you are meeting April's seller performance standards. If you go to the seller performance tab within your Seller Dashboard, you will see an Announcement alert on both your 'Last Evaluation' and 'Daily Performance' tabs. Click on 'View new criteria,' and you will see where you stand against April's requirements. If you see green check marks for each of the detailed seller rating requirements, you are on track for being 'Above Standard' in April. The seller performance tab automatically displays the time period for evaluation that is relevant to you as a seller. So, if your Seller Dashboard is displaying 12 month data on your current performance tab, then your evaluation is based on your trailing 12 month selling activity. Also, it sounds like you may be referring to your 'count' of low detailed seller ratings (DSRs), rather than your rate. The seller performance 'Last Evaluation' and 'Daily Performance' tabs display the rate of low DSRs, followed by your count in parentheses. Although you may have received a count of 7 low DSRs for shipping, it's likely your low DSR rate is above the April threshold (if you're seeing a green check mark for this line item, then this is the case). To summarize, both the number of low DSRs you receive and the rate of low DSRs you've received for the evaluation period have to fall below the thresholds before you are below standard.

Q: Are the requirements for being an Above Average Seller changing as well? Yes, starting in April, all sellers will be required to meet new minimum seller performance standards. To be considered "Above Standard," a seller will need to have low DSRs (1s or 2s) on no more than 1.00% of transactions for item as described, and no more than 2.00% for communication, 2.00% for shipping time, and 2.00% for shipping and handling charges. To ensure lower volume sellers are not penalized as a result of one or two transactions, it will take at least four instances of 1s or 2s before consequences based on low DSRs are enforced. Here's a page that provides an overview of the new seller standards coming in April.