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USPS is affecting my INR metric
I'm curious. Why are MY metrics punished for shipping delays that can be seen in the USPS data? The following scenario seems to be happening more frequently: I ship within 24h, and USPS takes an extra 2-5 business days to deliver. The buyer opens an INR report without messaging me directly. The buyer and I can see the item 'not moving' for a few days, and USPS shows "Running Late". I refund, thus, resolving the case. About half of the time, the item shows up another day or two later. Yet, because the case existed, that statistic still shows up in my INR service metric, which is getting close to "very high". Because a INR case existed and since it was successfully resolved, erasing the statistic from the metric seems difficult / not possible per ebay representatives since "there's no problem, the case was resolved". My question is: How can I prevent this INR metric, which is outside of my control, from negatively impacting my store? Thanks so much for reading and taking the time to consider.
mr_lincoln
Mentor8 months agoHi @treasureserial
-What percentage of your sales is this happening on???
-First, you offer Free Shipping but some of y our items qualify for the ESE (eBay Standard Envelope) which is NOT door to door tracking, it is Metered Mail and the last scan is on the highspeed mail sorting machine one stop upstream from the Buyer's local Post Office covering their zip code area. Buyers can file a claim that they did not receive their items and then Sellers have to refund them and pursue reimbursement as described on this Help Page: eBay standard envelope | eBay
If on the other hand your issues are with say USPS Ground Advantage or other services then are you standing in line at the Post Office and having them scan your items in and you leave with a receipt? Some Buyers just drop their items off and run into issues.
As far as the financial end of a transaction goes and as it relates to non-ESE shipments eBay recently launched a new Seller Protection for sellers who print their labels through eBay. If a Seller loses a Buyer’s claim that they did not receive their item and refunded the Buyer then eBay will reimburse the Seller IF the package is delivered later and tracking confirms the delivery.
treasureserial
OP8 months agoThanks for replying... Yes, I print all labels through ebay, including GA and ESE. Yes, I personally scan all GA parcels at the self-serve kiosk in the post office. I am under 1% INR, but the rate keeps creeping closer to 1% and the rules imply consequences at 1%+, or 10+ buyers within a 3-month period for the metric. So, that's what's driving my confirmation post, here. So, per eBay and inceptions (above), it looks like I'm worrying too much about the metrics as long as I resolve the cases in a timely manner, which I do. So, I will carry on. Thank you, mr_lincoln and inceptions for taking time to reply!! Be well.
mr_lincoln
Mentor8 months ago@treasureserial
You are more than welcome ...
I am not sure how eBay calculates the INR rate on ESE shipments because some Buyers are notorious for lying about not getting an item and they can get away with it pretty easily. Of course, eBay is "supposed" to be monitoring those Buying accounts as well. ESE INR claims can potentially skew the INR metric since it is not door to door tracking.
inceptions
Mentor8 months agoHi @treasureserial
As eBay already explained to you, when you resolve an INR case within the deadline, there is no negative impact to your metrics. They only count against you if the buyer asks eBay to step in and the case is closed without seller resolution.
treasureserial
OP8 months agoOk, thanks for explaining this a little further. Much appreciated.