In reviewing my Service Metrics, that are evaluated on the 20th of each month, we were projected to drop out of "Very High" defect rate (Which comes with the additional 5% Penalty Fee) down to High. However, it appears the Service Metrics are frozen and not updating to the new monthly cycle meaning we are still being hit with the 5% penalty fee. Called Ebay CS and the first rep said this in normal and it can take a week or two to change... WHAT? Called again and the rep agreed that something is off. Still waiting for them to call me back with why they are still charging a 5% penalty fee when we are no longer in the "Very High" defect status.
Please note the following from the Service Metrics Policy:
- Service metrics are evaluated on the 20th of each month
- Consequences won't be applied once your rating improves and you are no longer evaluated as Very High.
Anyone else having this problem?
