INR Service Metrics Projection site issue

[coinslabz26]

@Anonymous

Just wanted to report a small site bug.

You accurately informed me in one of the staff chats that unauthorized transaction INR cases were auto removed from calculations of service metrics. The one I was asking about at the time was indeed descored. HOWEVER, it still shows up in every projection.

I had 2 INR's showing up one for an "item held at the postoffice at reciepients request" item that a buyer sent a request about (I won the case but INR still shows). That is number 1 and it displays correctly (though unfairly but that isn't the issue).

The other was a buyer who claimed someone hacked her account and changed her shipping address making her packages go to another unknown location. Ebay escalated this one as INR gave me the win but apparently credited the buyer (buyer sent an unsolicited apology email for the case).

It looks like ebay DID descore that one. but it still shows every month in the projections. So in ebay's opinion I have 1 deserved and 1 removed. Every month my current evaluation shows 1 INR and the projection shows 2 INR but when the next month updates it correctly shows 1 INR.

The short version is that removed service metrics are not being descored from the next months projection correctly, even though the current month is displaying correctly.....and updates correctly.

[Anonymous · Accepted solution]

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@coinslabz26 wrote:

@Anonymous

Just wanted to report a small site bug.

You accurately informed me in one of the staff chats that unauthorized transaction INR cases were auto removed from calculations of service metrics. The one I was asking about at the time was indeed descored. HOWEVER, it still shows up in every projection.

I had 2 INR's showing up one for an "item held at the postoffice at reciepients request" item that a buyer sent a request about (I won the case but INR still shows). That is number 1 and it displays correctly (though unfairly but that isn't the issue).

The other was a buyer who claimed someone hacked her account and changed her shipping address making her packages go to another unknown location. Ebay escalated this one as INR gave me the win but apparently credited the buyer (buyer sent an unsolicited apology email for the case).

It looks like ebay DID descore that one. but it still shows every month in the projections. So in ebay's opinion I have 1 deserved and 1 removed. Every month my current evaluation shows 1 INR and the projection shows 2 INR but when the next month updates it correctly shows 1 INR.

The short version is that removed service metrics are not being descored from the next months projection correctly, even though the current month is displaying correctly.....and updates correctly.

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Hi @coinslabz26, thanks for sharing this example. I'll take a look and see what might be going on or what improvements we can make. This is likely working as designed, as the calculations are running correctly during the review each month, but I can work with the appropriate team for enhancements as needed so there is no confusion on what is projected!

[Anonymous]

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@coinslabz26 wrote:

@Anonymous

Just wanted to report a small site bug.

You accurately informed me in one of the staff chats that unauthorized transaction INR cases were auto removed from calculations of service metrics. The one I was asking about at the time was indeed descored. HOWEVER, it still shows up in every projection.

I had 2 INR's showing up one for an "item held at the postoffice at reciepients request" item that a buyer sent a request about (I won the case but INR still shows). That is number 1 and it displays correctly (though unfairly but that isn't the issue).

The other was a buyer who claimed someone hacked her account and changed her shipping address making her packages go to another unknown location. Ebay escalated this one as INR gave me the win but apparently credited the buyer (buyer sent an unsolicited apology email for the case).

It looks like ebay DID descore that one. but it still shows every month in the projections. So in ebay's opinion I have 1 deserved and 1 removed. Every month my current evaluation shows 1 INR and the projection shows 2 INR but when the next month updates it correctly shows 1 INR.

The short version is that removed service metrics are not being descored from the next months projection correctly, even though the current month is displaying correctly.....and updates correctly.

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Hi @coinslabz26, I just wanted to touch base that it looks like this is resolved currently with the projected number displaying correctly. Keep me posted if anything changes!

[coinslabz26]

@Anonymous

Thank you very much for that update. I did see that this issue was resolved and greatly appreciate it.

I also notice in the dashboard it is no longer adjusting to "low" if less then 10 SNAD/INR. Is this a change or a glitch in the way that information is displayed? (I know the written policy remains the same if you are very high with less then 10 or 1% there is no penalty rate).

[Anonymous]

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@coinslabz26 wrote:

@Anonymous

Thank you very much for that update. I did see that this issue was resolved and greatly appreciate it.

I also notice in the dashboard it is no longer adjusting to "low" if less then 10 SNAD/INR. Is this a change or a glitch in the way that information is displayed? (I know the written policy remains the same if you are very high with less then 10 or 1% there is no penalty rate).

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Hi @coinslabz26, this is just a change to the way the information is displayed so seller's can better see where they stand if we were to review them based on the current information. I can confirm, however, that less than 10 SNADs or INRs or less than 1% of sales still results in no impact to your account. As long as you are under these thresholds, you can continue to review the Service Metric data purely as an FYI.