Item not rec'd, lost in space
Is an Item lost in mail claim a 'ding' against my metrics?
I been getting a lot of returns ... trying to cut back.
9 comments
Is an Item lost in mail claim a 'ding' against my metrics?
I been getting a lot of returns ... trying to cut back.
femmefan1946
·1 year agoBTW my post (#5) is not based on how we should treat our customers, but on what eBay expects from us.
The letter of the law, not the spirit.
A good retailer wants happy customer, even if they don't get what they wanted. They should be made happy with what they get.
tobaccocardyahoo
·1 year agoNot all dings to your metrics have negative repercussions.
If you follow the procedures for INR returns, have a scan showing the carrier has the item, and refund without Ebay intervening, you have to be really unlucky to have enough problems to affect your account in any meaningful way.
If just the appearance of a ding troubles you, you are not suited for selling on any 21st century internet marketplace, where bots run free.
slippinjimmy
·1 year agoYou get a "ding" to your Service Metrics any time a buyer opens an INR request. It doesn't matter what happens after that, even if the buyer closes the request because the order arrived or you instantly refund.
Important to understand that Service Metrics are completely separate from Seller Ratings.
https://www.ebay.com/help/policies/selling-policies/seller-standards-policy/service-metrics-policy?id=4769
12345jamesstamps
·1 year agoI never had anything lost in years...with or without tracking using the USPS.
Some with tracking buyers have received but item were never scanned as 'delivered' and some are still open after a year.
Interesting thing about tracking...I don't use eBay shipping labels so it doesn't matter if package doesn't get scanned as 'delivered'...I don't get in trouble...and have never wasted my time fining out what happened.
On the other hand, with eBay shipping labels the tracking where it is not scanned as 'delivered' anything can happen. There are honest buyers and sometimes not honest buyers. I have been rather lucky for a few years.
Always let buyer 'open a claim' before doing a refund. I did that mistakenly giving a refund without a claim for an item that was not perfect for buyer and artificial intelligence marked it as 'out of stock'.
sin-n-dex
·1 year agoOnly if they file an Item Not Received claim. If they message you and you voluntarily refund, no metrics ding.
C.
femmefan1946
·1 year agoThere is no such thing on eBay as "lost in the mail".
There is an "Item Not Received".
You are responsible for secure delivery to the customer.
But you can respond with the Proof of Delivery /tracking number and win the case.
If you cannot show the item was delivered, you must refund promptly.
If the item shows delivered but the customer claims they did not get it (porch pirates, etc) that's the customer's problem not yours.
It is the buyer's responsibility to have a secure spot for carriers to leave packages.
https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?id=4210#specialcoverage-inr
Returns are a different question.
We can have a No Returns policy, but we cannot have a No Refunds policy.
Even with a No Returns policy, the seller has the right to demand the return of the unwanted product before refunding, although they will probably be paying for return shipping.
No refund without return is a sensible policy.
And sellers can also opt to abandon the purchase and refund without return (Glass sellers don't want a box of shards returned.)
It is the general opinion on the Boards, that a No Returns policy leads to more refund claims than a friendly Returns Accepted policy. And that the returned goods are more likely to be in good shape and saleable when they are returned.
The Service Metrics is not the same as getting a defect on your Seller Dashboard. It is a completely separate way for Ebay to evaluate it's sellers. For INADs/SNADs, the mere fact that the request was opened makes it count against the seller in the Service Metrics. Even if the buyer made a mistake in opening the request. If it gets opened for any reason, it will count against the seller.
However, sellers will not be subject to evaluation that the Service Metrics provides until they have at least 10 INADs or SNADs.
Buyer's Remorse claims don't count. And INRs are counted differently.
One would assume that an item lost in the mail would result in receiving an INR case which would give you a "ding" on your service metrics for INRs. So yes you get a "ding" against your metrics.
Changed my mind is a remorse return which doesn't hit on your INR or SNAD metrics. However if eBay had to "step in" it would be a "ding" on your dashboard for cases closed without a seller resolution.
You may need to take a look at why you're getting a lot of returns. And fix that.
johnrj1226
·1 year agoOnly if you do not promptly refund the buyer without having intervention with eBay to settle matters.. Trust you had an insured package. As stated by eBay policy sellers are 100% responsible for getting the paid for item delivered to the buyer at the address stated & indicated by eBay at the time of payment.
chariot_badges
OP1 year agoMy understanding of the way eBay penalizes sellers for things outside of their control.
Not a 'Ding" on metrics:
Lost in mail
Changed my mind
A 'ding' is recorded when:
Not as described (even if it was)
ANYTHING else .. including sometimes the items above. Depends on the mood of the AI gods.
Is this correct?