The new service metric for Item not received cases | Selling

sweilems · 2023-09-09T22:06:15.323000Z

i have received an email stating that my metrics for item not received are not looking good, and that if this continues for the next month then certain actions will be taken against my account, then i have checked the report and the cases counted in this, and found that the cases go back to Sep 2022, and most of them were closed as i immediatly issued a refund to the buyer, but still they are counted in the report, i spoke with customer service representative and said this is calculated automatically by the system, i even checked one case where the delivery date was showing to the customer as 4 to 5 days, while i set all the delivery to 15 to 21 days as i ship from outside of the USA, and i spoke with ebay at that time and they confirmed its a glitch, but still it was counted against me and included in the metrics, i think there has to be something done about this, there is even a case for item not as described where the buyer made a false claim, i sent a message to the buyer and gave a resolution and was waiting for his answer, but they the third day passed and he was refunded without a return for the goods, and was also counted against me, so when i spoke with an ebay representative they told me that i should first accept the return and then discuss with the buyer, i said what if a customer buys a tv and the remote of the tv needs new batteries, and i sent a message informing the customer to change the batteries and check, isnt this more logical than accepting the return for a small issue which could be solved on the spot???? to be honest im so upset and scared of this system calculated metrics, as im doing my best here and refunding immediatly and solving the buyer's issues without delay but still this will be leading to nothing if ebay doesnt investigate on case by case bases and check if they are valid or not to be counted in the metrics... whats your thoughts?

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The new service metric for Item not received cases | Selling | eBay Community