Service metrics now in the US. I am not happy.
I sell a lot of auto parts and just got an email that my "not as described" metric is "very high".
What does this mean (from the page):
https://www.ebay.com/help/policies/selling-policies/service-metrics-policy?id=4769
You may be unable to deduct an amount from the buyer's refund if an item is returned used or damaged
You may be charged higher final value fees.
ALL of these "item not as described" returns in auto parts was due to buyer negligence, not checking if the part actually fits their car or not.
Nothing arrived broken or damaged, or any issue caused on my end.
So now due to idiot buyers, I "might be charged higher fees" and if the buyer ships it back and it arrives destroyed, I can no longer deduct.
These deduction allowances were originally given for being forced to accept free returns in the auto parts category to begin with.
I am sorry eBay, but this is a stupid policy. I cannot control the competency of a buyer. I can accurately describe what a part will fit, but since they will constantly buy parts that DO NOT FIT ANYWAY, and FORCE A RETURN, I somehow have to pay more in fees?
NOT COOL!
rollirot0
·4 months agoThe only suggestion I have is to add a blurb to your description along the lines of "please contact us if you have an issue with your item." If the buyer reaches out to you and you can resolve their issue before they open a return, it will help keep your "Item Not As Described" return rate down. Of course, the people who don't read anything won't see this, but maybe a few will see it and reach out. Unfortunately, a lot of buyers would prefer to just have eBay step in rather than reaching out for a resolution.
I regularly sell used car parts and deal with this issue as well. It's really easy for other sellers to say "well describe it better", but people who sell in this segment have experienced that no matter what you do, a small percentage of buyers will always throw the blame on the seller. To give an example, I have had "Item Not As Described" returns for the reason "The part is used" on a used part, that is clearly labeled as used. You would hope that the buyer would just return the item as "Just didn't like it" or "Purchased by Mistake", but for some reason they cannot accept responsibility and make it your problem instead.
luckythewinner
·4 months agoeBay's logic seems to indicate that to reduce the frequency of buyer compaints, eBay is going to target the sellers who generate disputes more frequently than their peers.
eBay also seems to beleive that when a seller is generating disputes more frequently than their peers, thayt seller is in the best position to figure out why and take steps to reduce them.
onlinecentral
·4 months agoThe original and return shipping cost for the weight of a starter or alternator must be a burden.
Have you thought about who your buyers actually are?
a) Are they trained mechanics capable of ordering the correct part? Thats doubtful with your escalating return rate.
b) Are they amateurs just mechanically inclined enough to use hand or power tools to remove an old part and install a replacement? They apparently lack the ability to correctly identify the correct replacement part.
You should exit and forfeit some segments of the eBay Motors market to other sellers. Parts like starters and alternators. List more universally compatible parts. By your own admission, those parts generate less returns.
I have sold a few thousand used auto parts from Pull-It-Yourself type salvage yards. I rarely get returns. None of my parts are essential for the car to start and run. I enter the makes, models and years to be compliant with the Fitment feature of eBay Motors.
tobaccocardyahoo
·4 months agoThis is a metric which compares you to your peers.
Autoparts is a high returns rate category, so if you are not the problem, you should rank with your peers.
If @gator08041971 is correct, you might not be in with the pack. And you should remedy that.
quadcitypickers
OP4 months agoExcept.. they hide that data. I simply have to trust they are being honest.
The eBay motors category is a also huge umbrella.
Motorcycle helmet? eBay motors.
Boat propeller? eBay motors.
Steering wheel cover? eBay motors.
Trailer hitch? eBay motors.
Fuzzy dice? eBay motors.
Floor mats? eBay motors.
Car covers? eBay motors.
There are hundreds of thousands of items listed that are much more universally compatible that would not trigger a return as easily as a specific alternator for a specific year/make/model of vehicle.
I bet if you took that data and removed the sellers who sell those kinds of parts like trailer hitches, steering wheel covers, floor mats, decals, windshield snow covers, ice scrapers, wiper blades, etc it would paint a much different picture.
gator08041971
·4 months ago@quadcitypickers
I bet if you took that data and removed the sellers who sell those kinds of parts like trailer hitches, steering wheel covers, floor mats, decals, windshield snow covers, ice scrapers, wiper blades, etc it would paint a much different picture.
On this, I would agree. There is a lot of truth to that view, and I can certainly understand why that would skew the actual parts selling vs add-on selling.
quadcitypickers
OP4 months agoNew auto parts have forced free (I eat the return shipping cost) 30 day returns.
Usually the part fitment guide automatically fills out, but sometimes it glitches and does not allow me to do so.
I use stock photos on new parts. So do pretty much 99% of all new part sellers.
But even then, WITH the fitment guide, buyers still fill them out incorrectly because they "guess".
I know a guy who works at a part store. When they come in for a part and the counter person asks "2 or 4 wheel drive?" "3.6L V6 or 4.7L V8?" they will go "heck I dunno" 80% of the time.
3-4 months ago I had a return on a new AC compressor because they were somehow unaware their car was a hybrid which used an electric compressor.
Before that, brake pads. They thought they had a Porsche with a bigger motor than actual and selected it because "it's a fast car". The 2 different motors used different sized pads.
Before that...AC compressor for an Audi. The higher trim level used a bigger compressor for colder air. Different part numbers and looked entirely different too. But they selected the lower trim level.
The amount of drivers who have absolutely no clue what their car is, what it has or does is scary, these people should not be buying parts or even DRIVING if they don't even know their truck has FOUR WHEEL DRIVE and I live in the freaking Midwest!
So yeah, they lie on the fitment tool and they get pissy it won't fit. I put in descriptions to double check and contact me with your VIN if you're not sure. Nah..thinking hurt brain.
gator08041971
·4 months ago@quadcitypickers
New auto parts have forced free (I eat the return shipping cost) 30 day returns.
I'm well aware, as I also sell new auto parts. To date, I have not had a single return, and I have sold several parts over the past year. Well, several for me. Probably small potatoes to someone that sells a lot more parts.
However, you should be aware, that eBay is supposed to cover HALF of that return shipping cost, if you follow their new or new other part listing rules.
Usually the part fitment guide automatically fills out, but sometimes it glitches and does not allow me to do so.
I have never seen it automatically fill out. I have to do it manually. I just do it anyway, just to be on the sure side. Not sure I have had much issue getting it filled out, sometimes I can save the listing as a draft, then go back in and that will "reset" the thing so it works better. Not sure if its something you tried or not.
I use stock photos on new parts. So do pretty much 99% of all new part sellers.
I prefer to stand out from the rest of them. Why use the same photo everyone else is using? Because its easier not because its better. But that's me being picky probably. But you won't find a stock photo in my listings. Funny story, I'm more likely to avoid sellers that all have the same photo. I often want to see exactly what a seller is selling, not hope its like the picture. Or maybe I'm looking for specific details. That kind of thing.
But even then, WITH the fitment guide, buyers still fill them out incorrectly because they "guess".
Of course. You are always going to get that buyer that treats us sellers as a try it store, rather than spend time and do the proper research for their needs. Even I have been guilty of this in the past.
I guess my thing is, how you handle it and how your listing presents may help lower the risk of returns, that's all I'm trying to say here. But outside of that, that's all I got.
Good luck.
gator08041971
·4 months ago@quadcitypickers
After reviewing your listings and feedback, I have an opinion, but you're probably not going to like it.
Some of the listings of car parts for example. Take the starter for a jeep you have here:
I also have some parts listed and have a lot more to list very soon this week. I make sure that every part has a fitment guide filled out, and all related part numbers included, as well as several photos of the exact item that is listed for sale.
Many buyers purchase parts from their phone, and never even see the description field. And even with all that above fixed as mentioned, they can still claim whatever they want.
Biggest thing, is to make sure any item you sell on the account is accurate. I don't know what items that sold that have triggered your issue currently, but it doesn't have to be just from the auto parts you have sold, as I saw some negs from other items not car part items.
Any item that doesn't have returns setup, can trigger buyers using item not as described to get around a no-return option too.
And with regards to feedback and what you say as a reply to a negative. While I know you want to "clear the air" and claim the buyer is the problem, regardless whether they are or not, it makes you look bad to other buyers.
Every negative you see on my account has a different kind of reply than the way you have approached them. I don't know the perfect right way to respond, but I tend to be less aggressive or blame throwing.