You have access to competitive insights with service metrics and peer benchmarks that give you additional visibility into the reasons behind your customers’ "item not as described" and "item not received" requests. The service metrics dashboard is available in the Performance tab in Seller Hub.
As announced in the Summer Seller Update, starting October 1, 2018, if you have very high rates of "item not as described" returns you may be subject to an additional 4% final value fee. This rate change is detailed in our Service Metrics policy. If you are rated below standard and you also have a very high rate of “item not as described” returns, you are only subject to the additional 4% final value fee for your below standard performance level.
The additional fee of 4% for very high rates of “item not as described” and for below standard performance are not subject to maximum final value fee caps, and will be applied to the total amount of the sale, including shipping. Final value fee discounts, including Top Rated Seller discounts, will not apply to the additional 4% final value fee.
See our selling fees article for more information on how final value fees are calculated.
