Ouch, this makes little sense as it literally is against what the eBay authentication program stands for. The customers shouldn't even be able to open a SNAD if it used the authentication program.
Sadly, the truth is, eBay has no way to take away service metrics. Even in cases they've told us straight up that they would, they didn't. And some reps were open with me that it's true, they really have no tool to remove them.
The only thing eBay can do to assist with service metrics, is apparently the DEVELOPMENT TEAM can "whitelist" you. Meaning your Service Metrics will say "Adjusted to: Average" or something like that.
Problem is, that can only happen under one condition: If PRIOR to the monthly update on the 20th, the dev team chooses to "whitelist" you. And they usually only do this if the issue is reported to them and they can't do anything else about it.
Sadly, in most cases, people won't notice the service metrics problem until the update already happened. In that case, there's nothing that could be done.
I've said it before, if they're going to have an automated system with such a drastic penalty, it should be their responsibility to have a way to manually correct it! It's absolute insanity that eBay doesn't have a way to correct the system when it's not working correctly!
Earlier this year, we received a penalty for INR Service Metrics when the service metric page directly said "Under 1%, adjusted to average". The Metrics page states you're not eligible for the penalty if you're < 1%. We were under 1%, but still got the penalty! EBay had confirmed it, but admit they had no way to fix it, so we were stuck with a penalty we didn't deserve and that did not fit eBay policy. No compensation, of course.
After that, INR's had an issue (that is still persisting) where our items with 15 day handling time, are coming up as we have to deliver them BEFORE our handling time has passed! Often times the delivery date is 7 days later on 15 day handling time! This issue shows up in the reports from eBay, so they have documented records of the problem, but again they have no way to remove the metrics that happened in error.
And now, if I go to our INR service metrics page and try to save the report, it'll only give us the SNAD metrics report! In other words, we can't even see our INR report anymore to make sure there's no issues! And they effectively REMOVED the ability for us to see the charts that had the evidence of this glitch/tech issue.
I wish you luck, as based on the new "glitch", instead of fixing the issue, they made it harder to get the evidence that proves the issue exists. Hopefully, eBay will "whitelist" your service metrics, but they will likely need to do that at your next eval (the 20th) and if they do whitelist you on the 20th, it won't go in to effect until the 1st. But that's better than being stuck with the penalty for months!
