Service metrics are wrong. How do I fix that?

[cindy946]

Service metrics are wrong.  Each month I get a "High Item not Received" email, even on the month I didn't sell anything. All the items I've mailed have been received. Does this error effect my ratings? It's wrong and I don't know how to fix it or how they are getting their data incorrectly.

[disneyshopper]

Are you shipping all of your items with TRACKING?  When you go to  Seller Hub > Orders > Paid & shipped    do they all show DELIVERED ?

[cindy946]

My Customers can choose to pay extra for tracking or have the seeds mailed out using a non-machinable stamp.  Most choose the stamp.  If they don't receive it, or it's late,  they let me know right away by filing a claim.  This hasn't happened much since the great COVID USPS backlog 2020.  All this year I only had 3 late deliveries, that I refunded, and were received a couple days later.  2 in April, 1 in May. 

[wooden_flower]

You are evaluated over the past 12 months when you have less than 400 transactions.  Since the count is cases opened, it is pretty hard for it to be wrong.  You can go to your cases to see the list.

https://www.ebay.com/sh/resolutions

Every time a buyer lets you know by opening a claim, it hurts your metrics.  If you move into 'very high' your delivery times shown to buyer are extended, which can result in lower sales.

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/service-metrics-policy...