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@nuclearomen wrote:
tyler@ebay
Thanks for reply... under my seller dashboard the screen I posted "transaction Defect Rate" states 100%...I believe that is what the team that keeps contacting me is saying they "fixed" but the metrics was never explained to me in this way (or at all)... but I don't understand why it stays there when there was no case, it was opened by accident by buyer, shouldn't it also be removed then from metrics also? Raises my rate to my peers, if was actual case/issue by my fault OK, but if not why should sellers metrics have the mark? Doesn't seem right to me at all.
Hi @nuclearomen - I can give you some of the reasons we introduced the metrics back in 2018:
- The intent of these metrics is to measure you against your peers
- You’re measured against sellers who are selling similar items, in similar condition, with a similar return policy, at a similar price point
- All Item not as described return requests are counted the same for all sellers
- eBay considers all open Item not as described return requests.
- We provide a breakdown of Item not as described return reasons to help you prevent future requests
- If a buyer has a history of filing questionable returns, we automatically remove their return requests from our calculations
- If we don’t see a history of returns abuse, we don’t remove questionable returns requests. All sellers receive some questionable returns, and our peer benchmarks reflect this
- We want sellers to focus on reducing the preventable returns and not worry about disputing every return request
I know that in this situation the buyer opened the return in error, and if this was the reason you'd end up pushed into the 'Very High' category CS could look into options for you. However, because your average rate of returns in Music is stellar (0% for so long in any category is impressive) this request will not have an impact on your account standing with us whatsoever.
