Locked
Discussion interactions are currently paused.
Caution all sellers - Check your service metrics! Confirmed eBay is improperly giving penalties!
A few weeks back we discovered an issue where our estimated shipping dates were very late/had 2-3 days added in addition to the normal shipping and handling times.
Long story short, after working with eBay Customer Service, the representative said it looked like we were experiencing the consequences of a Item Not Received: Very High Service Metric penalty.
The problem? We were NOT supposed to be eligible for the penalty as we were under 1%!
As you could see, we were UNDER 1%. And according to the eBay policy, we should NOT have been experiencing any penalties. Even on the Service Metrics graph, it said we were ADJUSTED to AVERAGE!
I shared these problems here on the forum, so others were able to check and confirm that our shipping dates were extremely high.
The Customer Service rep said that graph I showed above was from the Jan 20th review, and that the Feb 20th review came up as normal/not very high.
He had explained that the reviews are on the 20th, and the changes based on the review go in to effect on the 1st of the month. So once the 1st of the month, if the shipping issue is fixed, we'll have 100% confirmation that we did, indeed, experience the Service Metric penalty.
Sure enough, March 1st came, and our listings are now back to normal. Our shipping time is as expected!
So what everyone should do now, is please check your Service Metrics > Item Not Received page, and confirm if you are VERY HIGH and UNDER 1%, that you are not receiving the penalty! If you are under 1% you should NOT receive any consequences, but as I could confirm, eBay DID have a glitch that incorrectly gave people this punishment!
This penalty is no joke. It makes your listings much less appealing and makes a HUGE difference in your daily sales that you could see in our graphs:
Dollar amounts alone don't do it justice. To make it clear, we typically sell ~100 items a day on average. During the penalty period, we were down to an average of 65. Now we're back to normal. So this penalty alone could instantly cost you nearly 50% of your sales.
Sadly, eBay doesn't compensate us for the losses. But I just want to make sure other sellers are aware of this, and if so, please report this issue as soon as possible to make sure others don't experience this glitch! Nobody should have to face losses by enduring the consequences of a penalty they are not eligible for!
I hope this issue is repaired by now. But if anyone is "Very High" and under 1%, please make sure to let us know, and report it to eBay to make sure things are fixed ASAP!
kh-stanley1
·2 years agoHi everyone,
Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.
Thank you for understanding.
kineti-tech
·2 years agoThey F you over even if the item was never returned and if the buyer themselves close the case. It still counts against you. I’m really surprised there’s not a lawsuit about this somewhere. Also your being compared to peers. It’s funny because I have two wholesale customers that sell in the same category as me. BOTH of there “compared to peers†percents are different from each other and mine. Same category same type items. Hmmmm
@kineti-tech
This thread is from March 2021 any information in it is outdated.