Published: September 10, 2025
🔄 What's Changing
From October 1st, we're updating our Seller Performance Rating (SPR) to better reflect category-specific quality differences, your previous feedback as well as customer preferences regarding reliable delivery and fast issue resolution.
Ensuring:
- Fairer comparisons – Your performance is now benchmarked against sellers in the same category and grade mix.
- Quality & delivery weigh more – Long-term defect rates and on-time delivery weigh heavier.
- Faster resolutions help – A new ticket lifetime metric rewards you for solving customer issues quickly.
- Clearer and fairer penalties – Refunds won't affect your score directly anymore. Instead, points are only deducted for specific issues that cause the most customer frustration, like sending the wrong device or missing tracking links.
- Global vs. local calculation – All metrics (except delivery) are now calculated globally. Only delivery score impacts your local buybox performance, since delivery experiences vary from country to country.
📊 Metrics Comparison: Current vs. New
| Metric | Current Weight (in points) | New Weight (in points) | What’s Changing |
|---|---|---|---|
| Defect Score (14 days) | 10 | 5 | Slightly less weight and refined calculation (benchmarked against same category and grade mix). |
| Defect Score (35 days) | 20 | 25 | Slightly higher weight and refined calculation (benchmarked against same category and grade mix). |
| Defect Score (95 days) | 15 | 20 | Slightly higher weight and refined calculation(benchmarked against same category and grade mix).. |
| Condition Score (35 days) | 15 | 15 | Refined calculation for more accuracy. |
| Delivery Score (14 days) | 10 | 15 | Local calculation refined; weight increased. |
| Response Time (14 days) | 10 | 5 | Less weight; thresholds adjusted. |
| Ticket Lifetime (30 days) | – | 5 | New metric added. |
| CSAT (95 days) | 5 | 5 | Same weight; calculation refined. |
| Urgent Score (95 days) | 5 | 5 | Same weight; calculation refined. |
| Refunds | 5 | 0 | Removed from score calculation. |
| Wrong configuration rate (Penalty) | – | up to -5 | New penalty measure added. |
| Tracking Link Inclusion (Penalty) | up to -16 | up to -10 | Maximum penalty reduced. |
| Cooperation | 5 | – | Default 0; can move positive/negative. |
For more details and answers to your possible questions: 👉 [Read the full FAQ here]
⚠️ Additional update: Quality alerts
We’re also making the quality alert process shorter and clearer. Instead of going through 6 steps, there will now be just 4 steps. From the very first alert, you’ll know exactly what needs to be improved and by when (usually within 2 weeks). The new process will come into affect on October 7th.
This means faster resolution, and clear quality targets to aim for. If issues continue, actions like payout changes, cooperation point adjustments, or (for new batteries) suspensions will now happen after on average 3 weeks instead of 5. Our goal is to give you clear guidance right away so you can resolve issues quickly and keep selling without interruptions.
👉 Find quick answers in the FAQs.
🚚 Additional update: Shipping profiles
In line with our updated seller guide (communicated on 1st of August), all sellers must keep an accurate and up to date shipping profile. If you have not done so yet, please update your shipping profile by October 15 to include:
- Carrier
- Origin address, i.e., address from where your items are shipped to the refurbed customer
- Order cut-off time, i.e., latest hour by when received orders are shipped the same day
👉 Check our step-by-step guide to help you update your profile.
Please complete your update by October 15th.
After this date, missing or incorrect shipping details will lead to cooperation point deductions.
📌 What You Need to Do
- Read our FAQ regarding the new Seller Performance Rating, and share it with your internal teams, so that you understand the changes going live on October 1. From October 1st, you can see the updated dashboards, including insights on your score in your seller interface.
- Update your Shipping profile according to our step-by-step guide by Oct 15th.
🎯 Why It Matters
These SPR changes are designed to create a more accurate and fair performance measurement system that:
- Aligns more closely with customer satisfaction – The updated metrics have a stronger correlation with customer experience (NPS/CSAT), ensuring that what matters to customers also matters in your score.
- Creates fairer category comparisons – By benchmarking your performance against sellers with similar product categories and grade mix, you'll be evaluated more fairly.
- Rewards consistent quality – Increasing the weight of long-term defect rates encourages sustained quality performance rather than short-term fixes.
- Recognizes delivery excellence – With delivery being a key satisfaction driver of customers experience, the increased weight and refined calculation better distinguishes truly excellent delivery performance.
- Values complete issue resolution – The new ticket lifetime metric rewards sellers who not only respond quickly but fully resolve customer issues in a timely manner.
These changes make the system fairer, more accurate, and more rewarding for sellers who consistently deliver quality products and excellent service. By raising the standards together, we create a better experience for customers and a stronger marketplace for everyone.