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Seller Service Metrics? Punishments for INADS?
I've been selling on eBay for 4 years now, and today was the first time I was even aware the service metrics could be used against a seller to charge an additional 5% fee on the whole order in a specific category (per the policy page).
I was sent an email stating that my metrics for "4/1-6/30 for Item not as described returns was very high in Sporting Goods" and that I was going to be punished. My rate for that period was 2.4% or 10/416 transactions. My overall was around .059% and stays below 1% so I didn't even think or know to check.
My questions are: How long will I have to pay an extra 5% on this category and Is there a way to stop this sort of thing? Seems a bit unfair seeing as 9/10 of the INAD were simply people not selecting the correct option (I offer free 30 day returns on almost everything).
Also I am able to check my past metrics and for the period before I was also "Very High" but it was only 8/378 transactions and says "Adjusted to Average" so that might be why I never noticed this issue. Why were those months curved? Do seller protections do anything here? I was under the impression that all defects other than actual mistakes were very much removable and would not count against us under seller protections.
Any clarity is apricated and I apologize if what I am saying is unclear or novice I am kind of bewildered by this experience.
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.
downunder-61
·2 years ago18 month old thread
ritzfair
·2 years agoI'm in the same situation here. We're getting charged an extra 5% in selling fees because of high 'Item not as described' cases.
Half of these cases were either buyer abuse, or simply a wrong return reason selected, or just mistakes on the buyer part. We have also won all of these cases, yet eBay does not want to grant us an appeal on these, even though there is a service metrics appeals policy and procedure. We fall under this policy, yet after numerous calls, eBay is denying us an appeal under the very policy they have created.
Has anyone had success appealing their not-as-described cases and getting them removed from service metrics?