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INR
100%positive / over average / +30000 feedback but ebay has limit my selling to usa & canada / definetly fed up with all this
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100%positive / over average / +30000 feedback but ebay has limit my selling to usa & canada / definetly fed up with all this
kh-vince
·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 if you wish to continue to discuss this topic.
Thank you for understanding.
azparts24
·2 years agoThis is absurd by clouds . One INR which is on : 2023-09-25 12:55
Berlin, DE, Customer was not available when UPS attempted delivery. Will deliver to a nearby UPS Access Pointâ„¢ for customer pick up.
2023-10-26 13:00
Berlin, DE, The maximum days to hold the package at the UPS Access Pointâ„¢ location expired. The package will be returned.And pal open item not received case after sending him mail to pick up package- no respond either. So On what bases this evaluation?
This is a joke .
huemobe0
·2 years agoSomebody complained about you. Unique feedback and sales don't mean anything.
Good Luck
mam98031
·2 years ago@huemobe0
Someone complained about who? Why?
Ebay doesn't sanction anyone over one complain.
But what are you talking about specifically, this is a long thread.
rafcamera
·2 years agoJust a few words more, confirming that eBay does not even play by it's own rules.
They say they will evaluate sellers on 20th of each month.
Actually, my items were removed earlier (August 18th).
Today is September 21st, and there are no any signs of new evaluation yet.
I think the EU is on right path enforcing rules for marketplace/user relations that will prevail a marketplace internal rules. This will give sellers at least some protection from arbitrariness.
mam98031
·2 years agoWhat kind of "evidence" are you looking for?
It really is very simple. You can see the date on your Seller Dashboard.
It is not Ebay's fault that you didn't know where to look for the information. Where did you think it would show for you? What were you determining your opinion that they didn't do the evals on?
rafcamera
·2 years agoHere it is. I don't speak about seller level at all. This topic is about INR.
mam98031
·2 years ago@rafcamera
I agree, it does say that and on your Seller Dashboard it shows you when the evals happened for the month previous, the current month and for the schedule for the next month.
So your Service Metrics has been updated from the eval on 9/20. It may not be reading the way you want it to or expected it to read, but it has had the eval done.
And easy misunderstanding that sometimes happens with the service metrics, is that the detailed reports you can get on that screen will always read / contain every single INAD and INR that was filed on your account, no matter the reason or outcome. HOWEVER if Ebay has agreed to remove something for the purposes of the Service Metrics calculation you will see that the number on the detailed report is higher than the number that shows on the GRAPH.
In is the numbers in the GRAPH that we are eval'd with.
I have no idea why they do it this way, but they have since the start. So compare the two numbers and see if there is a difference. If there isn't, you need to take it up with Ebay again.
ckimodog
·2 years ago@istanbul-tower
The OP no longer sells. I doubt they'll be replying to your post. This entire thread is futile. People can complain until they are blue in the face, but the bottom line is they were restricted due to bad selling behavior & bad buyer experiences. It makes all the difference for a seller who can sell and one who cannot. You can't fight eBays decision & there is no recourse. Happy trails!
rafcamera
·2 years ago"they were restricted due to bad selling behavior & bad buyer experiences."
This is absolutely FALSE. This is how it was supposed to work. But in real life, this is just a lottery with buyers. I had three great cases recently:
1. Customer missed delivery, rearranged delivery, missed it again, and opened the case, though the package was waiting for her in the nearest post office for 4 weeks already. I refused to refund. She escalated the case. eBay decided in her favor. She received the package 45 minutes after she was granted the case. Obvious and well planned fraud. eBay counted this as my fault.
2. Customer opened the case next day after estimated delivery, got a refund, got a package next day. Did not pay back my money. So, the buyer is cheater, but eBay counted this as my fault.
3. Customer received two notifications. Ignored them. Package was returned back to me unclaimed. Customer opened the case. eBay counted this as my fault, though I'm not obliged to refund unclaimed orders accordingly to eBay rules.
So, 3 out of 4 cases that brought me to high INR% were opened by either cheaters or ignorant people, but you call this "bad selling behavior & bad buyer experiences"? LOL.
ckimodog
·2 years ago@rafcamera
You can decipher & justify your excuses it all you want. I know...all buyers are liars. But they're not. You cannot prove it and that's not how eBay works. No returns does not mean not refunds. They buyer was not obligated to return the item because you didn't accept returns. Read the 30 day money back guarantee, which obviously you didn't. "It's never a sellers fault"...but it is. The bottom line is most of the reasons these sellers were suspended are obvious, especially to those who are veteran sellers of 20+ years. They did not adhere or follow ebay policies or rules which are clear and concise.
You cannot sell on eBay anymore & this thread needs to be locked. Good luck in the future.
rafcamera
·2 years agoI'm selling on eBay 6 months longer than you, and I know how returns and refunds work (but you don't, since you are messing ebay guarantees with seller obligations).
Good luck to you too.
mam98031
·2 years agoWhat "guarantees"?
robbie31415
·2 years agoI Was with you until you got to the part that you thought it's perfectly okay to not send a refund because it was return to sender.
Now that may technically be eBay policy, but everyone knows that is an easy chargeback because you don't have delivered tracking to the customer.
It's also dishonest, IMHO. Now if you sent a partial refund deducting packaging, shipping costs and fees, I would agree with you.
rafcamera
·2 years agoYou still can be with me since THIS is what ebay buyer protection is about. This is for what we pay part of our fees. In such cases, seller should not refund the order, though eBay trying to trick us into this to avoid expenses. eBay refunds the buyer in such cases from its own funds. Seller's obligation are considered fulfilled as soon as 'delivery attempt' record appear in the tracking history. So, no harm to both sides. Just some expenses from ebay to fulfil their protection promise. I had few such cases, so I know what I'm talking about.
robbie31415
·2 years agoI just don't believe your story.
Like your first example, eBay has recognized I've done my part on the first delivery attempt. If the package is awaiting pickup, eBay will not resolve the case against me.
Your second one isnt what my experience is either. If it is past the estimated delivery date by 1 day they can open an INR, but any escalation will result in a 15 day hold before decision of lost.
The last one I already said, I don't agree with keeping money and item, it feels unethical to me.
rafcamera
·2 years ago1. eBay reverted its decision and returned my money in that case after I appealed. But the case itself was still counted toward INR% metrics.
2. I refunded it myself without escalation. The case is counted anyway.
3. I explained bit earlier.
robbie31415
·2 years agoIf that part is true then I feel bad for you.
I don't think an INR should count if favor is found for the seller if the seller wins the case or successfully appeals the decision.
So basically I don't agree with all INRs counting simply because they were opened. I will agree that is unfair.
However, legimste INRs should count.
I think eBay needs to modify the service metric policy because in certain situations it is unfair.
mam98031
·2 years agoFirst you really need to understand what the Service Metrics is and how stats are collected and counted against sellers. This policy has NOTHING to do with Buyer protection or Seller protection. Neither has anything to do with the Service Metrics.
To understand what is happening to you, you must FIRST understand the Policy.
https://export.ebay.com/en/seller-performance/seller-level-and-sales/service-metrics-policy/
Again, it does not matter the reason any claim was filed against you or if you won that claim. The ONLY thing that matters is it was opened.
rafcamera
·2 years agoYes, I understand. They are trying to measure and improve buyer satisfaction since they are losing active buyers quickly during past years. But what they implemented is totally wrong since they made sellers the only responsible party. As I've tried to show, in many cases the root of a buyer dissatisfaction is not with a seller at all.
mam98031
·2 years agoIt doesn't matter if you feel the policy is wrong, it is what you have to deal with. IDK if your statements about losing buyers has anything to do with why they implemented this policy. The policy is not for all sellers, just for sellers from certain countries.
You can get us to agree with you for days. It would change nothing for you. You need to be working directly with Ebay to resolve your issues. None of us here has any power to help you. And we certainly can't change or rewrite a policy Ebay has.
mam98031
·2 years agoYou really need to read this. This is a link that was inside the other link I gave you which goes to describing exactly what happened on July 24th.
https://export.ebay.com/en/fees-and-payments/regulations/shipping-performance-policy-item-not-received-rate/#Evaluation
mam98031
·2 years agoWithout getting into the merits of each of the 2 examples you gave, the first thing that needs to be understood is how the Service Metrics works.
The numbers Ebay gathers in the Service Metrics has NOTHING to do with who wins the claim that was filed or who was right or wrong. It is simply the fact that the claim was filed, period. It is not any more complicated than that. It could have been accidentally opened by the buyer and it still counts in the Service Metrics.
robbie31415
·2 years agoThats assuming the service metrics are what got him, and not unresolved case defects.
mam98031
·2 years agoWhat I can share with you is that the threads have been very active since early July with international sellers having these same issues. Ebay changed the rules for them on July 24th, but it appeared they started applying it a couple weeks early. Lots of international sellers came to the threads sharing their stories, much like this one.
rafcamera
·2 years agoExactly. Every opened case is counted.
Moreover, they tried to implement some seller protection like adjusting to average level if less than 10 cases are open during evaluation period. And my metrics show this adjustment with correct reason (4 cases only). But action has been taken anyway. I think this is their software glitch, but they don't want to admit this.
rafcamera
·3 years agoThey closed my listings finally.
So, my new question: is there a way to move my store subscription from com to co.uk?
istanbul.tesbih
·3 years agoAs far as I know there is no way to live your store subscription from ebay.com to ebay.co.uk. A new account needs to be created.
mam98031
·3 years agoNo. You would have to set up a new account on .uk .
rafcamera
·3 years agoJust a quick follow-up. No any reply from HK support team (a week passed). So, this does not look like a solution, unfortunately.
istanbul.tesbih
·3 years agoAt the very beginning of these issue, ebay global customer service told me that I should talk to eBay Singapore or eBay Hongkong customer service. I talked to them but they were not helpful at all. They said the restriction is not open to appeal. I don't think any ebay officer knows anything and they can fix these erroneous restrictions made by robots. It looks like ebay is having a problem with the software, even though it doesn't admit it. I have been here for 13 years and for the first time I am faced with a situation that I cannot overcome and I cannot understand for 1.5 months. Do you have any progress, has anyone been able to get their account back?
mam98031
·3 years agoI would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/eBay/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/home
rafcamera
·3 years agoLOL. I've got new evaluation email from eBay today where they informed me that they will block my account and remove all listings.
All my current and projected metrics are in Average section.
Instead of fixing their broken software and firing stupid people they prefer to lose good sellers with 20+ years history.
OK...
gaminggamingsworld
·3 years ago@rafcamera Try contacting eBay Asia Pacific support. https://www.ebay.cn In my case, the eBay twitter team directed me there as they apparently applied my restriction, and I have a suspicion that to several of us. They gave me a more cordial and timely response than the other agents I spoke with. She told me that she left a note for when the team evaluates my account to expedite the process and that the block was to ensure a long term relationship, that it is done automatically by a system and cannot be removed manually for another 30 days when it would be evaluated manually, all other agent responses and/or emails may be automated or with erroneous information. Maybe talking to Asia support will get a solution, as I said, I think they are responsible for all cases.
ckimodog
·3 years ago@gaminggamingsworld
Keys and digitally delivered goods are prohibited on eBay.
https://www.ebay.com/help/policies/prohibited-restricted-items/electronically-delivered-items-policy?id=4289
You are selling things you don't own. That is considered virtual stealing. The others who are doing it will be caught eventually as well. These companies are also taking legal action against sellers who do this. I would be careful. Your selling days here most likely will not be reinstated.
Good luck with future opportunities.
gaminggamingsworld
·3 years ago@ckimodog
I only replied to the other user to try to give him another solution. I did not ask for a solution or opinion for myself. I didn't even complain about my restriction.
And I'll also take the time to respond to your passive-aggressive comment. I know what I'm selling, I know what I'm doing, I have an agreement with eBay to sell this, it's not stealing, I don't know what your definition of stealing is exactly... But it's far from that, because I have agreements with my suppliers. No company is taking legal action against this, they would not waste time with it, if for some reason I make a mistake in what I sell, eBay's VERO policies would remove my listings. I've been doing this for years, so I'd appreciate it if you didn't accuse me when you don't know how this business works.
I repeat, I do not need anyone to comment on my situation, I just wanted to help the other user, I will fix my problem or not with eBay and that's it.
Have a great day!
mam98031
·3 years ago@rafcamera
EXACTLY what did the notification say? Post it here, but black out any personal info.
rafcamera
·3 years agoAfter evaluating your transactions, your account's shipping performance does not satisfy the requirements of the Shipping Performance Policy - Item Not Received Rate.
The restriction that will be applied to your account:US CORRIDOR BLOCK + END LISTINGS
Please visit the policy page for more information.
https://export.ebay.com/en/fees-and-payments/regulations/shipping-performance-policy-item-not-received-rate/
Thanks,
eBay
mam98031
·3 years agoThat is because of some changes with the international requirements on this that happened last month. It is unlikely that you will get this reversed. Sorry.
You need to develop a plan B. It does not appear that selling on Ebay is going to be an option for you. I am not in any way trying to be harsh. It just seems to be what is happening to a lot of international sellers in the past month.
rafcamera
·3 years agoI've got another message right now. It shows a table with my performance in different countries (those Window1, Window2 and market averages). I have 5.6% INR in the USA somehow. But what is purpose of the metrics in my account then where everything looks fine? It seems eBay just did a complete mess with all this INR stuff.
I can list in other countries (UK, for example). But all this mess gives me a good reason to re-think all my selling strategy. I have about 50%/50% of sales from my site and eBay. If I devote part of those $1500 that I paid as eBay fees every month to optimizing and promoting my own webstore, I think I'll get about the same sales level, but without risk of these stupid restrictions.
gaminggamingsworld
·3 years agoI have one last idea. If you translate this article, you can see that is possible to write an appeal
https://www.ebay.cn/newcms/Home/seller_center/4?mod=view&aid=247
Perhaps simpler, is to send a message to the Hong Kong department that according to me, are the ones that are handling these things. You can ask them for more information and if your profile applies to be able to send an appeal. They are the ones who have given me the correct information about what is happening with me.
https://pages.ebay.com.hk/help/contact_us/_base/
And finally, thank you @mam98031 , you have helped me a lot in my case and I see that you have taken an interest in the matter to help.
gaminggamingsworld
·3 years agoI recommend one last thing before you give up, as Mam said, write to Twitter support and ask them where you can send an appeal for your case. I have read articles from Asia and yes it is possible to do it, you just have to qualify but I don't know what the requirements are, this way you could appeal for the cases that you think should not have been counted as INR.
@mam98031 I want to thank you for your help in this matter, your comments have helped me a lot.
mam98031
·3 years agoI'm glad I was able to offer you at least some assistance. I can honestly say I'm not sure what Ebay is doing this past 30 days or so. But dang they have tightened up on International sellers ALOT. Some of the sellers that have come here I agree they should have been restricted, but others it is hard to see what the reason really was. However we have to keep in mind we really only know what they tell us and what we can see publicly on their account. There are likely things we can't see. But it is still very sudden and very harsh IMHO.
rafcamera
·3 years agoThank you for the advice.
I've contacted AskeBay on Twitter, and they told me that HK support team is responsible for my restrictions.
Will try to contact them.
mam98031
·3 years agoWell that sounds like your answer. 5.6% is very high. When buyers don't receive the item they paid money for it causes problems. Not just for the seller but for the Site. They lose trust in Ebay and may not return to purchase anything else.
gaminggamingsworld
·3 years agoAs Mam said, contact Twitter support, tell if it is possible to send an appeal and where. (Thank you @mam98031 your answers have helped me a lot).
Where I sent my appeal (although I didn't appeal yet, I just asked) was here: https://pages.ebay.com.hk/help/contact_us/_base/
I got an answer from the Ebay Trust and Safety department, as I told you before, on Twitter they told me that they were the only ones who could help me, so all the agents I contacted before could not have helped me. Perhaps your case and everyone's is similar.
I'm sure you can appeal the decision, good luck.
istanbul.tesbih
·3 years agoNow I talked with ebay again via live chat.
The officials I spoke to earlier said that the restriction was temporary and that we could appeal after 30 days. Since today is the 31st day, I reconnected to the live chat and asked for the restriction to be lifted. They transferred me to several places and finally said the restriction is permanent. It was as if boiling water was poured over my head... The guys closed the 13-year account because of 2 INR files, which were ridiculous in 105 transactions and were already closed in their favor.
Definitely robots make these decisions and these people I'm talking to in live chat cannot be human either. The same sentences, the same expressions, the same words… There is no different expression or sentence. I think I'm always chatting with chatGPT.
I understood this and I'm telling everyone here; Never trust ebay or other sites and build your life on them. Certainly, one day, when you least expect it, they say, "We closed your account in a flash," and they appear before you. It really is a complete fiasco. Guys who have 35000 sales and even restricted accounts with 100% full positive feedbakc. I think they are doing a complete harakiri. The end of ebay global is near with this trend, just like Ebay Turkey's subsidiary Gittigidiyor, which was once the largest shopping site in Turkey and went bankrupt due to wrong decisions and policies after switching to eBay. I am also writing this here.
No international seller can manage shipping operations alone and perfectly. Surely, a malicious buyer, a novice buyer, a cargo officer who does not do his job properly will come across. Or a curious buyer who wondered what would happen if I hit that button and randomly opened a SNAD or INR case. Until then, sales continue well. Maybe 1 year, maybe 2 years, maybe 13 years like me. And when your account is closed in the sweetest part of your dream, everything turns into a nightmare...
istanbul.tesbih
·3 years agoEbay should not include transactions under 10 in the INR metric. but eBay includes everything in the INR metric. They also added previous transactions on July 24 to the INR metric. Their policies conflict with eBay's practices. They are incompatible with each other. What they write and what they do are very different.
mam98031
·3 years agoFor US sellers, there must be at least 10 by 10 different buyers before the Service Metrics kicks in.
rafcamera
·3 years agoI've got a call from my manager meantime.
She asked two quite standard and expected questions:
1. What, in you opinion, caused this situation with high INR%?
2. What you plan to do to improve this?
Quite funny since I can't improve customers who miss delivery, order re-delivery, miss it again, and open INR case in the result...
istanbul.tesbih
·3 years agoI'm in Turkiye. I've been an eBay seller for 13 years. I don't dropshipping. Last rules are a really bad decision. Thousands of good sellers accounts have been restricted due to his wrong decision and policy. At this rate, eBay won't be able to find a seller. We are no longer back in the days when eBay alone dominated the market 15 or 20 years ago. There are many alternatives to eBay. I love spending time and selling on eBay. That's why I'm on ebay. But now there are many alternative marketplaces. eBay is kidnapping sellers. I was also selling on eBay Turkiye (GittiGidiyor.com). eBay Türkiye was one of eBay's largest sites and markets. However, due to such wrong decisions and policies, eBay Turkiye site went bankrupt and closed. The same things are about to happen on eBay global. Such decisions taken in a time when competition is so intense, quickly remove the sellers who make up eBay's income from the site.
mam98031
·3 years agoWith respect, you have said this multiple times on the thread. I feel for you, I really do. But NO ONE here can help you out of this problem. Not a single member. Your only course it to deal directly with Ebay.
No matter how many posts you make on threads, it will NOT help your situation. We are all just Members like you.
"eBay is kidnapping sellers" I understand you are upset, but that statement isn't even remotely correct.
istanbul.tesbih
·3 years agoNow I talked to a customer representative again. But again I didn't get any result.
1) I ship some of my packages with Direct Link shipping company. Direct Link is a very secure and fast company. All packages go with tracking number and so far all have been delivered. But there is a problem with direct Link in the Ebay system. I have shared this with customer representatives before and wrote it here as well. eBay recognizes the Direct Link and the name of the Direct Link appears in the pop-up window with the tracking number entered. However, tracking of packages sent via Direct Link does not appear on eBay. There is a problem here. That's why eBay robots treat packages I send via Direct Link as never sent. Actually all packages were sent on time and tracking numbers were entered. Packages can also be tracked on the Direct Link website. However, although eBay recognizes this company, package movements cannot be tracked in the eBay system. I reported this to eBay again, and the customer representative agreed. But he couldn't do anything with the result.
2) When I upload my items to eBay, I choose "Expedited International Shipping" for shipping. This time, the customer representative told me that if I choose this option, it is wrong to send it via Direct Link and that I should send it via USPS. I didn't even understand what you meant. Because I also send to different countries such as Australia, Poland, France, Japan, Canada with Direct Link. So how can I select USPS for these countries when listing products? USPS only working in USA. This is so pointless and illogical. Every customer service rep I talk to says something different. Recently, someone said that eBay Singapore or eBay Hongkong made the restriction and that I should contact them. Whereas I have no affiliation with eBay Hongkong or eBay Singapore.
3) Also I got mail from 2 eBay officials and they wrote almost the same thing. They said the restriction was temporary and due to high BBE (Bad Buyer Experiece). The subject they mention and count as BBE is the DIRECT LINK packages I mentioned above.
4) There is a complete misunderstanding and I don't know how to explain it to eBay. I'm so tired now. They say there is a temporary restriction, but they do not specify when they will open the account.
Please help me. My 13 year old account please give it back to me. I did not do anything wrong.
kyle@ebay
elizabeth@ebay
devon@ebay
mam98031
·3 years agoI'm sorry, but the three you tagged can't help you. They simply don't handle what you are asking them to.
reallynicestamps
·3 years agoAre you phoning Customer Service?
Don't.
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.

https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
cardxcraft
·3 years agoIts fine: I stand by everything I posted with the agreement that "millions" was an arbitrary number.
I could've worded it differently, but I think we're (sellers) not fans of the INR requests policy. Common sense suggests that it would rightfully be INR cases lost by a seller.
The other thing: a lot of the sellers caught up in this latest Ebay fiasco were in fact collateral damage. They had erroneously inflated INR's due to redefining as INR requests.
mam98031
·3 years agoI would disagree. The INR process is typically not an issue for sellers. The Seller Protection on INRs is extremely good on Ebay.
The problem is how they count against us in the Service Metrics. Not just INRs but Snads are counted in the same way.
The problem we are seeing all over the threads is a change they are doing for foreign sellers that wasn't suppose to be effective until the 24th of this month. But even though that date has not yet passed, it does seem as if there is something seriously wrong and Ebay needs to take care of these sellers that are being damaged.
istanbul.tesbih
·3 years agoA customer can open an INR file for fraudulent purposes. A customer may open an INR file by mistake. A customer may open an INR file because the system does not know. Or it may just randomly open an INR file for no apparent reason. The problem is that they are included in the seller's INR metric regardless of their authenticity, accuracy and results. This should of course be included in the INR metric if the seller was found to be unfair and upon delivery of the item. However, if the seller proves to be right as a result of the lawsuit, this transaction should not be included in the INR metric. ONLY EBAY NEEDS TO SOLVE THIS ISSUE. That is all...
mam98031
·3 years agoYES. I agree, I always have. It is why I have never liked the Service Metrics and its set up. Ebay says they take all of that into consideration when they compare us with our peers, but still, it seems very wrong to me.
cardxcraft
·3 years agoI would disagree. The INR process is typically not an issue for sellers. The Seller Protection on INRs is extremely good on Ebay.
I think we're (sellers) not fans of the INR requests policy. Common sense suggests that it would rightfully be INR cases lost by a seller instead of INR requests.
The other thing: a lot of the sellers caught up in this latest Ebay fiasco were in fact collateral damage. They had erroneously inflated INR's due to redefining as INR requests.
mam98031
·3 years agoI would suggest it is a bit different than this. The INR system is fine. Seller protection on INRs is excellent.
The problem is the Service Metrics and the fact that they count each claim against us no matter the reason it was opened or the outcome of the claim. IMHO, especially for international sellers it is overly punitive.
cardxcraft
·3 years agoSo we agree, good.
mam98031
·3 years agoYour take away is sometimes different. I did not agree with you. The INR system is just fine. It is the one system has the best seller protections. You were blaming the INR system. I do not.
The issue is with the Service Metrics which is a completely different policy. It is very important to 100% understand the difference and how the Service Metrics works.
rafcamera
·3 years agoThis is the problem. Their description of this metric is terrible on its own since they plan to count every request.
But their implementation is even worse since they contradict their own policy currently, and restrict sellers who fall into average level of INR% by their own evaluation.
pjcdn2005
·3 years ago@cardxcraft
I do agree that sellers shouldn't be penalized just on return or item not received requests being opened and the new export.ebay rule for international sellers does not seem fair at all. But I do want to point out that sellers in the US and Canada are not penalized with extra fees if their INR request rate is too high. There can be extra fees if there are too many NAD claims but high INR metrics has a different result.
Very High 'Item not received' rate
Directly after the evaluation:
https://www.ebay.com/help/policies/selling-policies/seller-standards-policy/service-metrics-policy?id=4769&st=3&pos=1&query=Service%20metrics%20policy&intent=seller%20service%20metrics&lucenceai=lucenceai&docId=HELP1424
istanbul.tesbih
·3 years agoUnfortunately eBay customer service doesn't give any details. They just restricted the account. But they don't give a reason. This is really interesting and very silly. They do not write anything in the e-mail they sent, there is no detail. They say they can't share details for community safety. Even if my eBay account is opened, I no longer intend to sell on eBay. I will continue to sell on my own website and on Etsy. eBay is a truly unreliable platform. It is not transparent and objective. My advice is that no eBay seller should build your business on eBay alone. Do not trust Ebay. 13 years account, 577 fully positive positive feedback. Despite this, they blocked my account and they can't say why.
mam98031
·3 years agoCustomer Service does NOT restrict accounts. If you are treating them as if they did, that may cause them to not really want to help you. It is a completely separate department that does restrictions. It appears there were some mistakes made while preparing to implement new or updated rules. Still an issue for Ebay to work out, but darn hard on affected sellers !!!
I do agree that Ebay should be more forthcoming with sellers when problems arise.
rafcamera
·3 years agoHere is the latest reply from the support team:
I hope this week will clear some fog.
downunder-61
·3 years agoWhat an utter mish mash of a thread, I gave up - it's been hijacked by every man and his dog.
To those of you still hanging in there, you have the patience of saints, you have my utmost respect, sheesh.
mam98031
·3 years agoWe would help the affected sellers with this problem here if we could. None of us can. Your only help will come directly from Ebay. If you use Social Media, I would suggest going to Ebay for Business there for help.
I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service.
https://twitter.com/askebay?lang=en
https://www.facebook.com/eBayForBusiness/
If when you use the link below you can only get to the Automated Assistant, type AGENT in the box and hit enter. You will then get more options.
https://www.ebay.com/help/contact_us?id=4002&st=10
istanbul.tesbih
·3 years agoI contacted both directly on eBay and on Facebook. But they ignore this problem and they all give the same and standard answers as if they were robots. There are problems and inaccuracies both in the calculation of the measurements, in the evaluation of the results, and in the historical period. I've been here for 13 years and eBay punished good sellers.
mam98031
·3 years agoI am sorry to hear that, it isn't the usual response there.
I've been here for about 24 years as an active seller. I do not see Ebay punishing good sellers all the time. With that said, I believe that some good sellers get caught up in policy changes that cause difficulties as you have ran into.
You are in good company. The threads are full of foreign sellers having the same issue. Unfortunately the only way to get it resolved is to continue to try and communicate with Ebay as frustrating as it may be for you.
istanbul.tesbih
·3 years ago1) Now I talked to customer service again. They said I could appeal against this restriction after 30 days.
2) I also told them that; ebay says this in their policy statement on their site.
Evaluation result
Action taken: INR% of window1 or INR% of window2 is higher than corresponding market average INR% and eBay decides to take action.
Non-compliant: INR% of window1 or INR% of window2 is higher than corresponding market average INR% but eBay will hold action this cycle.
Compliant: Both INR% of window1 and INR% of window2 are lower than corresponding market average INR%.
Please note that eBay will start implementing the above evaluation from July 24, 2023. Transactions before July 2, 2023 will not be subject to the evaluation."
- Accordingly, I said that this evaluation should not take into account the transactions before July 2. The customer suport asked where it was written and I said it was on eBay. He was very surprised and tried to say that export.ebay.com has nothing to do with ebay and he told his manager and transferred me to him. The manager informed me that he wrote it wrong here and that he would ask for the statement to be corrected. In other words, the information on the site that transactions before July 2 will not be considered in this policy statement is incorrect. Do you think eBay could fall into such a situation?
Why were transactions before July 2 considered for my results? Transactions in my account before July 2 should not be taken into account and should not affect my account. There is a mistake and the ebay robots are making a mistake.
This write on the eBay site, in the "Service metrics policy" section it says exactly: "If you are rated Very High for a shipping category, but you had fewer than 10 'Item not received' requests from unique buyers, or your 'Item not received' rate is under 1% in a specific shipping category during the evaluation period, you will not be subject to consequences."
In my evaluation period, my ratio in the service metric appears to be 2/105. So under 10 transactions. In this case, the result of this metric measurement cannot be applied to my account. Because the number in my account is under 10 transactions. You can see this in the service metrics section.
I also said that I only have 2 INR cases in 105 transactions and those packages reach their owners within a few days and I have no open cases. But in vain, they told me to reapply after 30 days and only then would they review it.
I'm really tired... I've been here for 13 years and this is the first time I've encountered a situation where no one knows anything.
Please isn't there a senior ebay official here? No eBay senior official sees what's going on here? Really good sellers are in trouble. Ebay is making a big mistake.
 
 
istanbul.tesbih
·3 years ago1) Now I talked to customer service again. They said I could appeal against this restriction after 30 days.
2) I also told them that; ebay says this in their policy statement on their site.
Evaluation result
Action taken: INR% of window1 or INR% of window2 is higher than corresponding market average INR% and eBay decides to take action.
Non-compliant: INR% of window1 or INR% of window2 is higher than corresponding market average INR% but eBay will hold action this cycle.
Compliant: Both INR% of window1 and INR% of window2 are lower than corresponding market average INR%.
Please note that eBay will start implementing the above evaluation from July 24, 2023. Transactions before July 2, 2023 will not be subject to the evaluation."
- Accordingly, I said that this evaluation should not take into account the transactions before July 2. The customer suport asked where it was written and I said it was on eBay. He was very surprised and tried to say that export.ebay.com has nothing to do with ebay and he told his manager and transferred me to him. The manager informed me that he wrote it wrong here and that he would ask for the statement to be corrected. In other words, the information on the site that transactions before July 2 will not be considered in this policy statement is incorrect. Do you think eBay could fall into such a situation?
femmefan1946
·3 years ago@sharp.shooter.ser
Items sent to Germany and Canada cant be tracked through eBay once they leave my country, but with other tracking methods they can be tracked.
That seems oddly specific.
Are you using Registered Mail?
The Universal Postal Union has changed its guidelines about this very old service, and in many cases Registered Mail is no longer tracked outside the originating country borders.
Newer services do not have this restriction.
Note that eBay once again will accept Registered Mail as Proof of Delivery, but that UPU guidelines mean that it is a waste of money if your customer is not domestic because the accepting postal service may not show the Proof of Delivery.
pjcdn2005
·3 years ago@femmefan1946
Registered mail is scanned by some countries. I've seen a lot of posts from international sellers about Canada being one of the few countries that doesn't scan it.
femmefan1946
·3 years agoRegistered mail is scanned by some countries.
"Some" is not "all".
Don't trust Registered to have Proof of Delivery out of your own nation.
herbal_product_store
·3 years agoThis policy very badly affects on good sellers because some customers do scams and some customers open unnecessary INR cases may someone didn't know about it and open, For me last month 10 UK customers open INR cases, and 6 customer close them after a few days, 3 customers actually not received at that time because airmail delay and I gave a refund for that customers another buyer do scam and also issue refund that kind of customers. Consider about last year only received 12 INR cases, 1 was received last month this kind of reason, Ebay block the UK and remove all listings and after a few days permanently restricted. I sell on here now for nearly 3 years and top-rated seller in 4 regions, not considering a seller a good thing and restricting this happens to so many genuine sellers, so this is not good.
ckimodog
·3 years ago@herbal_product_store
Given your feedback and what you were selling, you are not considered a "good" seller. Your listings were deceptive and your customers called you out on it. No doubt that the FDA got involved perhaps in the US as there are protocols concerning plant products as well as other products that are "home" produced and not allowed. Ebay removed you for all the right reasons, as you clearly did not read the policies that were provided concerning your inventory.
Good luck to you in the future.
laststopgeneralstore
·3 years agoOkay, thank you for letting me know. I greatly appreciate it.
maxgeo83
·3 years agoI don't know how can I see my BBE ... They decide to restrict account without any chance for sellers... I ask support about BBE and support member ask me about canceled order. Reason of cancelation. Order was canceled because customer initiated cancelation request before I processed order. And as I understand it was counted to BBE. So many questions. About new INR policy - this moment is very important "Please note that eBay will start implementing the above evaluation from July 24, 2023. Transactions before July 2, 2023 will not be subject to the evaluation"