Item Not As Described error in Service Metrics

[pictureperfectcollectables2010]

Under the eBay "Service Metrics" section, I have 3 large seller accounts that all jump significantly from the "Current rate: Dec 2020-Nov 2021" period to the "Projected rate: Jan 2021- Dec 2021" period. In all of the cases, the number of "item not as described" show more than a doubling in just this 1 month period difference? (Example: I had 7 cases in the current 12 month period and now show 16 for the projected 12 month period.

The problem here is when sellers are placed in the "very high" category for returns under their service metrics a huge additional seller fee of 4% is placed on their account. I calculated the actual additional returns that were legitimately "not as described" also for the new front running month and there were only 1 or 0.

Why is this error significantly increasing the total number of "item not as described" returns showing up under the "projected rate" now?? Is anyone else experiencing this same problem?

[santamonicajeweler]

I see your profit margins are dangerously low. If eBay is predicting additional %4 increase on fees, you might be operating under a loss or very close to it by adding all labor costs of working on your eBay listings plus other fees

That said,  if Software is  predicting 16 returns in coming year, be sure, numbers will be close to it. Same prediction shows, you are having an incredible growth . That's very healthy. So I don't think you'll be having a rate increase because Software is showing growth and number of sales will be increasing as well

Most probably your returns have high numbers of INAD. Something like, 6 out of 7 are INADs. Unfortunately Buyers being taught on this board and all other places, if they want a no hassle return, file under INAD. Your numbers are validating the facts 

[wastingtime101]

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@pictureperfectcollectables2010 wrote:

The problem here is when sellers are placed in the "very high" category for returns under their service metrics a huge additional seller fee of 4% is placed on their account. I calculated the actual additional returns that were legitimately "not as described" also for the new front running month and there were only 1 or 0.

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The fee is 5%, not 4%. You talk about the ones that were "legitimately" SNAD ... but how many SNAD were opened in total? That's the number eBay looks at. They only remove them from your metrics when their review of your report determines there was buyer abuse involved (which is rare, even when the buyer was in the wrong).

Another important thing to keep in mind is that SNADs that were found to be buyer abuse do appear on your projected metrics, but they will not appear once the time period shifts and those projected dates become current. So really, you can't tell how many SNADs will be on your metrics once the next month rolls over. It might be 16 it might be 10.

[paraquip]

I sell in the sporting good category and also suffer from an extreme amount of returns abuse.   I am also paying the 5% penalty now which ultimately will push me away from the ebay platform.   

The issue is......ebay calculates any return as a defect on your account..... if an item is freight damaged, the customer uses it and lies about the return, the customer breaks/modifies the item, the customer found a lower price, didnt like item.....regardless of what it is it always counts against you.  So I have had 28 return in 90 days...with 19 of them being fake returns and 3 shipping damage.   My seller stats otherwise are outstanding.

I have called for 4 days now to speak to someone from ebay and they cannot transfer me to the correct department saying they are busy, promised me return phone call that have not happened.

I'm pretty frustrated by the lack of customer service here.

HK