disneyshopper
@dhbookds wrote:
This is a rollout that will occur for everyone over the coming months. Most US sellers should already have the option though! (concerning the make an offer to a watcher)
This US seller doesn't have it in SH........I do have the work around, but when should I start to gripe if it doesn't show up in SH?
Hi @dhbookds, I should be able to get this feature working in your Seller Hub. I'll send a request over today and let you know when I get an update 
Yes. I use Seller Hub.
If I want to see my All Selling, I go to the OVERVIEW tab, scroll all the way to the bottom and then click on View My ebay Selling.
@Anonymous wrote:
@mam98031 wrote:
@Anonymous wrote:
@mam98031 wrote:
@forgottenape wrote:Buyer wants to return item because of fit, auto accepted, free label sent. Buyer informs me that they cant print label. I have them contact cs. Cs closes return and starts a case for not as described. Freaked out i call cs they tell me not to worry and place case on hold. I come on here and explain and you tell me not to worry.
Yesterday case is closed in favor of buyer refund issued to buyer through my funds. Call cs again explain the situation. They agree something went wrong. Case is changed in my favor and im told dont worry you dont owe them anymore we will pay for the item. Next day im still out the money and the item. Buyer gets free item a refund from me and a refund from ebay.
Not only does buyer get to keep an item that doesnt fit she gets a refund from me and from ebay (she doubled her money because she cant print a label). Im out money and item and im still not convinced this will not affect my seller metrics.
This was a simple return that was auto accepted now im sitting here with rotten egg on my face. Ive done everything you asked from free returns to auto accepted returns and this is how it ended
buyer made money and gets a free item. Im left in the cold no money no item and a possible metric hit all because im trying to comply with what you say works
cs reps were polite, understood the language and were easy to understand im glad you fixed those problems
this situation may be rare but those should be the easiest to fix. Its very frustrating to do everything your told to do and still come out on the short end
Very interesting. I've been told since the Service Metrics started that a CSR can't change a SNAD to a BR claim. But from this posting it appears they can change a BR to a SNAD??!?? What? Why? OH NO!
Hi @mam98031, while we cannot change the reason that a buyer selected for a return, if eBay is asked to step in we will take appropriate action on the return request based on the information we have available. If the buyer has indicated when opening the return that the item was not described accurately, then we will support this. If the buyer opened the return for a remorse reason, but we can clearly see that they have indicated the item they received did not match the description, then we will also address the return as a SNAD.
The reason we do not change a not as described return to remorse based on the messaging from the buyer is due to a history of this leading to incorrect case decisions more often than not. Validating that the buyer is asserting the item is not described accurately is much easier to do than invalidating their claim that the item was not described accurately with 100% confidence. Barring a statement from the buyer of "Nothing is wrong with this, I just don't want to pay for shipping," or "Sorry, I picked the wrong reason - I just changed my mind", we would trust the return reason selected. In situations where a remorse reason is selected, but the buyer clearly states, "I got a different item than what I ordered" or "This doesn't fit based on the measurements in your listing", we would also still consider these valid not as described claims.
In the end, we just ask that sellers address the concern their buyer has raised. If the buyer says the item they received was not described accurately, either in the return reason or their messages, the seller should provide return shipping compensation and provide a full refund.
Well now how completely UNFAIR that statement is. I realize it is Ebay's position and may not be your position, but you are saying they can change a BR to a SNAD when the facts warrant it so why is it that they WON'T change a SNAD to a BR when the facts warrant it.
It appears Ebay is trying to have it both ways here. I've argued the point many times with you and others. The come back is typically it is NOT CLEAR. The buyer's intent was NOT CLEAR, even if they state that the item didn't fit in their comments yet filed a SNAD. But now it IS CLEAR that if when they file a BR and they check the box for doesn't fit, but then maybe say something like it doesn't fit due to the neck area being sewn incorrectly [I'm just making this up as I go], that IS CLEAR to Ebay so they can change the BR to a SNAD.
What makes the actions of Ebay any more correct just because it benefits the buyer to make this change? What makes it any less an incorrect decision? Because it benefits the buyer and supports the Service Metrics????
Sometimes common sense should play into this process and honestly it appears to me that in many cases that has been thrown out the window. I've shared with you a store of a buyer that filed a SNAD that should have been a BR yet there is/was zero support from Ebay to do this. Ebay's own records prove the buyer was incorrect as did the buyer's comments and the pics the buyer supplies. EVERYTHING shown proved that the buyer received EXACTLY what the listing stated and the purchase record and payment record reflected. Further supported by the pic that the BUYER supplied. Yet for Ebay it wasn't clear so the SNAD stood.
Honestly Ebay needs to BETTER!!!!!
Hi @mam98031, I want to address the concerns that this is not a fair stance to take, as in reality, this stance is motivated by our desire for fairness. It isn't fair for a buyer to have their not as described claim invalidated simply because the way they expressed something in a return could be interpreted as an indicator of remorse, or a contradiction of their earlier statements. It isn't fair to a buyer that they cannot receive the protection they deserve for an item that was not described accurately simply because they selected the wrong return reason.
Often times when a seller is stating the buyer's claim is invalid, we will review and find no evidence to support this opinion. I've had countless sellers direct me to review messages within the claim, stating the buyer has clearly indicated remorse, and I find that this is not objectively true. Comments from buyers such as "I just don't like it," or "This fit is too big," commonly are cited by sellers as reasons to change the buyer's SNAD return into one of remorse, when in actuality, they do not indicate remorse and simply reflect a lack of detail from the buyer. Detail that the buyer is not required to provide.
When a customer returns an item to a brick and mortar store, they often times simply have to state they want to return the item. They may be asked why, and the buyer is free to give as much or as little detail as they see fit to support their return. While we can't speak for every retail location and some certainly do have limited return policies, the vast majority of return policies are quite liberal and make it easy for a buyer to return an item they have concerns with.
When it comes down to it, I know that Service Metrics and return rates is a high concern for you and I want to clarify that our stance is in no way designed to increase the number of strikes that sellers receive. Our stance is instead focused on creating positive buyer experiences that lead to repeat purchases and increased sales for our sellers. The market is always changing and we must change with it to stay competitive.
Nobody likes dealing with returns, but they are a normal part of business. The approach we are asking our sellers to adopt is a focus on resolving their customer's concerns. Sellers who do what it takes to resolve customer issues, adhere to eBay policy, and continually refine and adapt their listings to meet industry expectations are going to have the best chance of success.
I understand and I respect the difficult job that CSRs have to deal with when us sellers get all up in arms over something. And I agree with you that often times what is clear to the seller is in no way clear to others, to include Ebay. I also respect and understand why Ebay can't and won't get involved in a He Said She said situation. I actually support all of that, even it if hurts.
But that wasn't at all my point. There are times that the evidence IS CLEAR, but the CSR will say it isn't. That doesn't make it any less true, it just means that Ebay will not support the seller's position. What has happened with the return system is that is has become a NO Fault system. It doesn't matter what the buyer says, they will always be able to return for refund or just get refunded depending on the circumstances.
I also understand that Ebay's desire is to make us more competitive with other sites and how they process returns. Often what gets lost in the shuffle is many sellers aren't big corporations that can afford to absorb all the costs that are associated with returns.
For myself, I don't have a high return rate. That isn't why I bring all this up. We just need a better way to handle this stuff.
@pursesbrasplusmore wrote:
How do I post a question here? All I see are quick reply & reply buttons. Thanks for any help.
Hi @pursesbrasplusmore, welcome to the Weekly Chat! Just use the Reply button to post a question and we'll be happy to respond
@buyselljack2016 wrote:
Wife's account.
Buyer opens an INR. Tracking is uploaded showing delivery.
CS is called to have the case closed in seller's favor. Case is closed in the seller's favor with message from eBay saying no refund to buyer, and this will not affect the seller account.
PayPal account checked. Funds are in seller account in green with a +. All good there.
Go to sold. Shows $$$ refunded. No problem eBay apparently gave the buyer a "courtesy" refund.
Now the fun part:
Seller performance metrics now show as "high" for INR stats as the INR for an item that was delivered now counts against the seller in direct conflict with the message sent by eBay.
Now to an even better thing:
Seller's Hub now shows the purchase is eligible to have a UPI opened against the buyer.
We can handle both things, but just seems like things are amiss.
Hi @buyselljack2016 - that's understandably confusing, to be sure!
The language used in the email regarding the Not Received request is referring to an account defect or 'case closed without resolution' mark, which are directly tied to your Seller Performance rating. Service Metrics don't impact your Seller Standing with us, it's considered an independent metric. However, it's understandably confusing, so I will get that feedback passed to the right team to be more specific in the email you receive.
The Item Not Received service metrics looks at all opened not-received requests (regardless of outcome), with two exceptions:
- If the item was sent with the Global Shipping Program
- If you ship your item within your stated handling time but it arrives late due to carrier disruptions, site bugs, natural disasters or severe weather, this will not negatively affect your seller metrics.
More details about Service Metrics here.
As to the item now showing as eligible for a UPI - that's something I can get reported as well. For now, though, you should be able to archive or delete the transaction so it will get out of your daily reminders. Thanks!
@sisterhoodofthejewel wrote:
Thanks, Tyler. Now try Trifari Clair de lune. I think this may better represent the key word search problem -- jewelry, music boxes, sheet music, books, etc.
Thanks for this @sisterhoodofthejewel! I'll give it a once over and see what I can find. 🙂
