Fall Sellers Update Warning

[tamaralea]

I just noticed that the spring update warns of the fall update.  Starting in September, your returns can be used against you.  "Poor Buyer Experiences" could result in addtional fees and extended delivery dates.  (eBay is going to change our delivery dates?!)  

[d-k_treasures]

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@rr15-26 wrote:

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@d-k_treasures wrote:

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@rr15-26 wrote:

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@d-k_treasures wrote:

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@kaelykat wrote:

I'm wondering if this will affect the Chinese sellers.

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Any bets of if this will be answered?

If so, any bets that the statement will be 'All of our policies are applied equally'?

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@d-k_treasures @kaelykat

Service metrics will be available to all sellers listing on US and international eBay sites, including ebay.com, ebay.ca, ebay.co.uk, ebay.de, ebay.fr, ebay.it, ebay.es and ebay.com.au. 

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@rr15-26

With all due respect, that was not the question. 

The question is "Will the chinese sellers be punished - as we US sellers certainly will be - for a high # of returns?". You know, the returns that were not supposed to counted against us? 

And let me guess - it's going to be retroactive, right?

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@d-k_treasures

Thank you. Happy to add additional clarification.

All sellers, regardless of their country or origin or their location will be subject to consequences if they have very high rates of item not as described returns.

The returns that are counted in this metric are 'item not as described' returns. Click HERE to find out all reasons that are counted in this metric.

To your question on retroactive - We will consider transactions within 3 month or 12 month lookback. 

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Do you believe that? Or is that the usual corporate line? We've heard that so many times before and still see millions of duplicate chinese listings, misleading ads, misleading variation listings, I could type until I'm dead and still not get to everything.

And as far as the lookback, well, we knew that was coming. Ebay has never been up front with us on anything - we didn't expect this to be different when it was said that any returns would not be counted against us.

How does one consider this 'fair' when you now can - yet again - get restricted because of something that wasn't counted against you a year ago? Oh wait - an extra 4% FVF for dropping below standard for someting you did a year ago. That says it all.

[ymeagainlord]

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@jordiegreenberg wrote:

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@ednkarens wrote:

As a Buyer does that mean that in every listing, there will be a note next to the seller's name stating their Return percentages?  

As a Seller, I am more concerned with these New Seller Metrics: 

"When you sell an item and the buyer notifies you that they have not received their item, or that it was not as described, your seller performance standard rating may be affected if you do not resolve the buyer request in a timely manner. Starting in June 2018, we will provide you with additional visibility into the status of your buyers’ after-sale requests in Seller Hub, which will help you identify any listings that aren’t meeting buyer expectations. The metrics will also show how often you receive these requests compared to sellers of similar items and circumstances. Low rates of after-sale requests can help improve your listings visibility."

What if you are on Vacation and a buyer notifys you of an issue.  Does ebay decide the "timely manner" to get back to that buyer?  

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@ednkarens Thank you for your question.
1. Buyers will not be able to see Seller's return percentages. These metrics are presented to Sellers only.
2. You have the option to put your store on vacation mode and that will stop incoming sales, but it's possible you may get returns. If a return request is opened you are still required to respond to any return requests in a timely manner.

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WHY exactly does an INR affect our return metrics again?

[twnpopcards]

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@ymeagainlord wrote:

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@jordiegreenberg wrote:

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@ednkarens wrote:

As a Buyer does that mean that in every listing, there will be a note next to the seller's name stating their Return percentages?  

As a Seller, I am more concerned with these New Seller Metrics: 

"When you sell an item and the buyer notifies you that they have not received their item, or that it was not as described, your seller performance standard rating may be affected if you do not resolve the buyer request in a timely manner. Starting in June 2018, we will provide you with additional visibility into the status of your buyers’ after-sale requests in Seller Hub, which will help you identify any listings that aren’t meeting buyer expectations. The metrics will also show how often you receive these requests compared to sellers of similar items and circumstances. Low rates of after-sale requests can help improve your listings visibility."

What if you are on Vacation and a buyer notifys you of an issue.  Does ebay decide the "timely manner" to get back to that buyer?  

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@ednkarens Thank you for your question.
1. Buyers will not be able to see Seller's return percentages. These metrics are presented to Sellers only.
2. You have the option to put your store on vacation mode and that will stop incoming sales, but it's possible you may get returns. If a return request is opened you are still required to respond to any return requests in a timely manner.

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WHY exactly does an INR affect our return metrics again?

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Because the false INR claims can also send the seller into the additional 4% FVF category of sellers.  This is just another Ebay money grab to try and show some type of growth to Wall Street.  Ebay has already looked at the numbers and by making it retroactive knows exactly how much additional revenue this should produce for them.

What they never think about or realize ahead of time is all the sellers that leave and take their buying dollars with them.  So the 4% increase will quickly be offset by the loss of sales and then Ebay will be back with the Fall Update to figure out another way to get into the sellers pockets.

[jordiegreenberg]

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@twnpopcards wrote:

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@ymeagainlord wrote:

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@jordiegreenberg wrote:

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@ednkarens wrote:

As a Buyer does that mean that in every listing, there will be a note next to the seller's name stating their Return percentages?  

As a Seller, I am more concerned with these New Seller Metrics: 

"When you sell an item and the buyer notifies you that they have not received their item, or that it was not as described, your seller performance standard rating may be affected if you do not resolve the buyer request in a timely manner. Starting in June 2018, we will provide you with additional visibility into the status of your buyers’ after-sale requests in Seller Hub, which will help you identify any listings that aren’t meeting buyer expectations. The metrics will also show how often you receive these requests compared to sellers of similar items and circumstances. Low rates of after-sale requests can help improve your listings visibility."

What if you are on Vacation and a buyer notifys you of an issue.  Does ebay decide the "timely manner" to get back to that buyer?  

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@ednkarens Thank you for your question.
1. Buyers will not be able to see Seller's return percentages. These metrics are presented to Sellers only.
2. You have the option to put your store on vacation mode and that will stop incoming sales, but it's possible you may get returns. If a return request is opened you are still required to respond to any return requests in a timely manner.

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WHY exactly does an INR affect our return metrics again?

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Because the false INR claims can also send the seller into the additional 4% FVF category of sellers.  This is just another Ebay money grab to try and show some type of growth to Wall Street.  Ebay has already looked at the numbers and by making it retroactive knows exactly how much additional revenue this should produce for them.

What they never think about or realize ahead of time is all the sellers that leave and take their buying dollars with them.  So the 4% increase will quickly be offset by the loss of sales and then Ebay will be back with the Fall Update to figure out another way to get into the sellers pockets.

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@twnpopcards @ymeagainlord

Item Not Received claims are not considered under Item not as described return rate.
Item not as received rate is a different metric.

-Consequence of very high rates 'Item not as received' rates will be additional time added to deliver estimates.

-Consequence of very high rates 'Item not as described' rates will be 4% addition fee.

[mam98031]

Why is Ebay retracting their previous statements and policy that RRs [return requests] will NOT count against us if we resolve them while they are in the request stage?  The Summer Seller Update has this statement: “Starting in September 2018, if you have very high occurrences of these poor buyer experiences, you will be notified via email and may be subject to extended estimated delivery times and additional fees.”

This statement appears on the Service metrics and competitive insights page of the update.  Here is a link. https://pages.ebay.com/seller-center/seller-updates/2018-summer/selling-metrics-and-shipping.html

[coffeebean832]

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@d-k_treasures wrote:

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@rr15-26 wrote:

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Service metrics will be available to all sellers listing on US and international eBay sites, including ebay.com, ebay.ca, ebay.co.uk, ebay.de, ebay.fr, ebay.it, ebay.es and ebay.com.au. 

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@rr15-26

With all due respect, that was not the question. 

The question is "Will the chinese sellers be punished - as we US sellers certainly will be - for a high # of returns?". You know, the returns that were not supposed to counted against us? 

And let me guess - it's going to be retroactive, right?

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Yes, they will, but the catch is how sellers are evaluated. Check the FAQ. Sellers who have tons of items for under $5 will have rates compared to other sellers who have tons of items for under $5 in the same category shipping from the same location. In other words, Chinese sellers will be compared to other Chinese sellers to determine what rate of return is "high"......

If the majority have a lot of SNADs that will be considered the average rate even if it's 10x higher than sellers of the same items & price point in the US.

[mynewfindstore]

What if buyers open returns not as described for the sole purpose of avoiding return shipping costs?  We had one buyer do this just last week....SIX returns from just her and she even admitted she was confused over what "reason" to select.  Now this will be counted against us?  Just because we do not offer free returns....:(

[mam98031]

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@mynewfindstore wrote:

What if buyers open returns not as described for the sole purpose of avoiding return shipping costs?  We had one buyer do this just last week....SIX returns from just her and she even admitted she was confused over what "reason" to select.  Now this will be counted against us?  Just because we do not offer free returns....:(

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I've been down this road a few times since the changes to the return system back in October of 2017.  It has been my experience that Ebay will not help us at all even when we have crystal clear email evidence FROM the buyer that the return should be a buyer's remorse reason.  Ebay will not change the type of claim filed.  We have zero protection on this to my knowledge.  I think Ebay should step up, but Ebay doesn't want to upset the buyer.

[coffeebean832]

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@mynewfindstore wrote:

What if buyers open returns not as described for the sole purpose of avoiding return shipping costs?  We had one buyer do this just last week....SIX returns from just her and she even admitted she was confused over what "reason" to select.  Now this will be counted against us?  Just because we do not offer free returns....:(

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Yes. Even when the buyer admits a clear case of remorse within the SNAD case it will count against you (example- not as described- reason bought case for iphone but i have a samsung phone - result, seller pays return ship AND the SNAD counted against seller performance).

eBay is trying to force everybody into "free returns" because it will cut down on false SNADs. eBay should not be counting false SNADs against us in the first place which apparently they will be doing with a 12 month lookback and higher fees- even though they have said over and over throughout the past 12 months that return metrics are just an FYI and won't count against us.

Buyer opens SNAD on wrong item / wrong seller then ignores the request or closes it- still counts against the seller's performance

If I were you I would be on the phone with eBay arguing that those 6 SNADs should be removed from your performance rating.

[coffeebean832]

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@mam98031 wrote:

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@mynewfindstore wrote:

What if buyers open returns not as described for the sole purpose of avoiding return shipping costs?  We had one buyer do this just last week....SIX returns from just her and she even admitted she was confused over what "reason" to select.  Now this will be counted against us?  Just because we do not offer free returns....:(

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I've been down this road a few times since the changes to the return system back in October of 2017.  It has been my experience that Ebay will not help us at all even when we have crystal clear email evidence FROM the buyer that the return should be a buyer's remorse reason.  Ebay will not change the type of claim filed.  We have zero protection on this to my knowledge.  I think Ebay should step up, but Ebay doesn't want to upset the buyer.

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I think they should step up, too. Even if eBay forces the returns and the sellers to pay return shipping, the least they could do is remove the SNADs from a seller's performance rating when it is a clear cut case of remorse. That would not affect the buyer.

[mam98031]

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@coffeebean832 wrote:

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@mam98031 wrote:

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@mynewfindstore wrote:

What if buyers open returns not as described for the sole purpose of avoiding return shipping costs?  We had one buyer do this just last week....SIX returns from just her and she even admitted she was confused over what "reason" to select.  Now this will be counted against us?  Just because we do not offer free returns....:(

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I've been down this road a few times since the changes to the return system back in October of 2017.  It has been my experience that Ebay will not help us at all even when we have crystal clear email evidence FROM the buyer that the return should be a buyer's remorse reason.  Ebay will not change the type of claim filed.  We have zero protection on this to my knowledge.  I think Ebay should step up, but Ebay doesn't want to upset the buyer.

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I think they should step up, too. Even if eBay forces the returns and the sellers to pay return shipping, the least they could do is remove the SNADs from a seller's performance rating when it is a clear cut case of remorse. That would not affect the buyer.

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I with you on this.  Lets use an example of someone purchasing one of my fragrances from a variation listing.  They select, purchase and pay for the 1 Oz size.  Once they receive the item they send me a less than polite email that they got the wrong size.  So I ask, what size did you receive, would you please send me a pic?

Response, I got a 1 oz bottle and I wanted the 3.4 oz.  My response is that they purchased and received the 1 oz size.  This can be seen on the purchase record on Ebay.  Still the buyer is not happy as they are confident I took advantage of them.  I sent her a pic of the purchase record in Ebay.  I have not heard from her since.

Now this buyer did not file a claim, but if they had filed a SNAD, I'm betting that Ebay still would have done nothing to help me.

[almlg]

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@mam98031 wrote:

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@coffeebean832 wrote:

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@mam98031 wrote:

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@mynewfindstore wrote:

What if buyers open returns not as described for the sole purpose of avoiding return shipping costs?  We had one buyer do this just last week....SIX returns from just her and she even admitted she was confused over what "reason" to select.  Now this will be counted against us?  Just because we do not offer free returns....:(

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I've been down this road a few times since the changes to the return system back in October of 2017.  It has been my experience that Ebay will not help us at all even when we have crystal clear email evidence FROM the buyer that the return should be a buyer's remorse reason.  Ebay will not change the type of claim filed.  We have zero protection on this to my knowledge.  I think Ebay should step up, but Ebay doesn't want to upset the buyer.

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I think they should step up, too. Even if eBay forces the returns and the sellers to pay return shipping, the least they could do is remove the SNADs from a seller's performance rating when it is a clear cut case of remorse. That would not affect the buyer.

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I with you on this.  Lets use an example of someone purchasing one of my fragrances from a variation listing.  They select, purchase and pay for the 1 Oz size.  Once they receive the item they send me a less than polite email that they got the wrong size.  So I ask, what size did you receive, would you please send me a pic?

Response, I got a 1 oz bottle and I wanted the 3.4 oz.  My response is that they purchased and received the 1 oz size.  This can be seen on the purchase record on Ebay.  Still the buyer is not happy as they are confident I took advantage of them.  I sent her a pic of the purchase record in Ebay.  I have not heard from her since.

Now this buyer did not file a claim, but if they had filed a SNAD, I'm betting that Ebay still would have done nothing to help me.

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And now will automatically provide a label for her to return.

[mam98031]

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@almlg wrote:

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@mam98031 wrote:

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@coffeebean832 wrote:

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@mam98031 wrote:

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@mynewfindstore wrote:

What if buyers open returns not as described for the sole purpose of avoiding return shipping costs?  We had one buyer do this just last week....SIX returns from just her and she even admitted she was confused over what "reason" to select.  Now this will be counted against us?  Just because we do not offer free returns....:(

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I've been down this road a few times since the changes to the return system back in October of 2017.  It has been my experience that Ebay will not help us at all even when we have crystal clear email evidence FROM the buyer that the return should be a buyer's remorse reason.  Ebay will not change the type of claim filed.  We have zero protection on this to my knowledge.  I think Ebay should step up, but Ebay doesn't want to upset the buyer.

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I think they should step up, too. Even if eBay forces the returns and the sellers to pay return shipping, the least they could do is remove the SNADs from a seller's performance rating when it is a clear cut case of remorse. That would not affect the buyer.

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I with you on this.  Lets use an example of someone purchasing one of my fragrances from a variation listing.  They select, purchase and pay for the 1 Oz size.  Once they receive the item they send me a less than polite email that they got the wrong size.  So I ask, what size did you receive, would you please send me a pic?

Response, I got a 1 oz bottle and I wanted the 3.4 oz.  My response is that they purchased and received the 1 oz size.  This can be seen on the purchase record on Ebay.  Still the buyer is not happy as they are confident I took advantage of them.  I sent her a pic of the purchase record in Ebay.  I have not heard from her since.

Now this buyer did not file a claim, but if they had filed a SNAD, I'm betting that Ebay still would have done nothing to help me.

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And now will automatically provide a label for her to return.

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NO, you can avoid that.  Go to your site preferences.  Then return preferences.  Click on the show all button to the right.  Go to the bottom of the screen and click the box that says you require an RMA number.

That will prevent the auto labels from getting released.  It will at the very least give you the opportunity to review the RR before the buyer actually returns the package.  You need to be fast as they have shortened our response time.  But you can do it.  And if you see something on their RR that makes you need to ask them a question or you know a way to resolve the issue without a return, you have time to email your customer and give them the added information in the hopes to avoid the return all together.

So go to those Site Preferences.  It will only take a moment.

[carlmarxx]

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@raquel_bayarea wrote:

@oatreasure wrote:

On my book selling account I have a 3 day handling time and economy (media mail) shipping.  USPS lists ship time as something like 5-9 days.  Yet ebay tells buyers they will recieve their item in 4 days or less.  I wonder what ebay math is going to look like come fall - will buyers be expecting their item in 1 day or less?

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Hi oatreasure . 

After the delivery estimate that the buyer sees passes, the buyer is available to submit an item not received after-sale request. 

The delivery estimate a buyer sees considers the handling time you set plus information the shipping service the buyer selects at checkout. Be sure economy is the delivery service being offered when you list and at check out. 

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Raquel  all this new Updates and this one ,Has all the hallmarks once  again  ebay  is doing one sizes fit's a bandage : i.e.  Screw Over all the great sellers  in stead of   of dealing with  a tiny fraction of problem bad sellers .

[gracieallen01]

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@coffeebean832 wrote:

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@d-k_treasures wrote:

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@rr15-26 wrote:

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Service metrics will be available to all sellers listing on US and international eBay sites, including ebay.com, ebay.ca, ebay.co.uk, ebay.de, ebay.fr, ebay.it, ebay.es and ebay.com.au. 

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@rr15-26

With all due respect, that was not the question. 

The question is "Will the chinese sellers be punished - as we US sellers certainly will be - for a high # of returns?". You know, the returns that were not supposed to counted against us? 

And let me guess - it's going to be retroactive, right?

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Yes, they will, but the catch is how sellers are evaluated. Check the FAQ. Sellers who have tons of items for under $5 will have rates compared to other sellers who have tons of items for under $5 in the same category shipping from the same location. In other words, Chinese sellers will be compared to other Chinese sellers to determine what rate of return is "high"......

If the majority have a lot of SNADs that will be considered the average rate even if it's 10x higher than sellers of the same items & price point in the US.

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And, apparently, International sellers don't have to worry about 'item location' as the US seller does, by having to supply a zipcode, for comparative stats.