eBay's Service Metric is an overly punitive penalty for a seller.
I am a Top Rated Seller with no Negative Feedback. I sell used Shoes and Clothing. Over a 3 mo. period, I accumulated 6 Returns out of 417 Transactions (1.5%), and when compared to my peers, is "Very High". For the next 3 mos. I will pay an additional 5% in eBay fees on everything I sell on the site.
I understand the Metric’s purpose. However, eBay offers no process to appeal the inclusion of transactions included in the metric. Here are some sample transactions that are included.
Buyer opens a return as “Item Not As Described…..
- The messages between us make it clear the item did not fit. I'm happy to accept the return, but I cannot require the buyer to change the return reason. The moment the buyer selects "Item Not As Described", the transaction counts in the Service Metric.
- For a small light stain on the rear pocket. The item was described as in “Fair Condition with a light stain on the rear pocket”. I accept the return, pay for the return shipping and issue a full refund including shipping. This transaction counts in the Service Metric.
- For shoes that are too Wide for them. The item was described as Width = W. This transaction counts in the Service metric.
- And then stops all communication and never returns the item. eBay closes the return. This transaction counts in the Service Metric.
- On a polyester shirt that has one pick on the back of the sleeve. I described it as in good condition. I pay for return shipping and issue a full refund including shipping. This transaction counts in the Service Metric.
- For a valid issue (my mistake). I issue a full refund (including shipping) and advise the buyer to donate the item. Buyer sends communication thanking me for prompt attention to the matter and leaves positive feedback. This transaction counts in the Service Metric.
- Buyer opens a return as "Received Wrong Item". I offer an option to send a return label and return the item for a full refund or accept a discount. They choose the discount. eBay closes the case and sends an email that states "will not impact Seller Performance". This transaction counts in the Service Metric. Does this feel misleading to anyone but me? It makes no sense, to exclude it from your "Top Rated Seller metric, but include it here.
I work hard to ensure my buyers have a positive experience. I do make mistakes on occasion. Most buyers understand that, and it is how they are treated when a mistake is made that determines their buying experience. I generally pay for these mistakes in the form of free return shipping, free re-shipping and/or discounts to the buyer.
I'm getting mixed messages......positive from the buyer who leaves positive feedback because they have been treated well, positive from eBay because I am a Top-Rated seller, and then a "club on the head" from eBay in the form additional selling fees on ALL future transactions for a at least a month.
eBay creates policies to incent certain behavior. I understand that. We have human beings (ebay Representatives and Leaders) with hearts that can look at a transaction and decide that it should not be used to drive the wrong message to a seller that we don't value you. Unfortunately, if you don’t empower your staff and leadership to make the right decisions you leave Sellers with a poor experience on your site.
eBay's answer....don't be concerned....it is unfair for everybody!
Suggestions to eBay…….
- Recognize that not all transactions should be included in the metric. Create an appeal process to allow your team to evaluate transactions and protect sellers from issues that they are not responsible for.
- Charge a higher fee on only the transactions that have issues.
- When you send a message to a seller that a case was closed in your favor and it will not impact your Seller Performance, disclose that it will however impact your Service Performance Metrics. (If you actually have to put it in writing, you may realize how confusing this is)
- Allow a seller to not accept a return until it is submitted for the correct reason. The messages back and forth often make this very clear.
- Protect me as a Seller from this metric to the same degree that you protect the Buyer
At this point, I simply want to ensure that the eBay community fully understands the Service Metric currently being used.
