Am I understanding INR service metrics correctly?

[michigancolor]

I just had a buyer file an INR.  USPS shows delivered to mailbox.  I explained the situation to the customer, resubmitted the same tracking number to the INR case, and am waiting for eBay to close it in my favor.  Not worried about it.  But, this prompted me to look into the INR service metrics.

First, is my understanding that like INAD service metrics, INR cases count on your service metrics once they're filed, even if they're closed in your favor?

It shows my peers average is 0.12%.  That seems crazy low.  That means 1.2 INR requests out of every 1,000 orders.

Second, The service metrics policy says if your INR rate is considered high or very high but less than 1%, the rating will be adjusted to average.  I have 241 transactions projected for Apr 2022 - Mar 2023.  Does that basically mean if I have 2 more customers soon open bogus INR cases that also closed in my favor due to showing delivered that I will be marked as very high, and given the penalties listed in the service metrics policy?  (They may add extra time to expected delivery date, hold on funds until shows tracking, and unable to give a partial refund despite being TRS if an item is returned used or damaged.)

I ship everything within the handling period, primarily use USPS but rarely UPS or FedEx for heavy or large items, always upload tracking within handling period, have fought tooth and nail to train my post office and carrier to always scan packages so they get a scan on the proper day, and there's nothing more I can do to minimize false INR claims.

[inhawaii]

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@michigancolor wrote:

First, is my understanding that like INAD service metrics, INR cases count on your service metrics once they're filed, even if they're closed in your favor?

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Not true.

There is no penalty for a INR case closed in your favor where the tracking shows delivered.

[michigancolor]

Why do you say that?  (Is there a policy you can link to?)  Can you go to Performance -> Service Metrics -> Item not received and check how many INR's are counting for service metrics against you?  Do you have INR's that had tracking showing delivery?  Does the number of INR's showing as counting in your service metrics make sense to you - meaning INR with tracking showing delivery isn't inflating it?

[ittybitnot]

 INR cases count on your service metrics once they're filed, even if they're closed in your favor?

@michigancolor 

Yes  

[inhawaii]

I guess I could be wrong.

I was under the impression that it does not.

Someone smarter than me will come along and chime in.

Sorry if I gave you the wrong info.

[theteamsetguy]

@michigancolor ,

As a seller and frequent buyer on eBay just because USPS, UPS, or FedEx tracking says item was delivered doesn’t necessarily mean it was delivered to the right address. 

My personal experience is that at least a couple of times a year USPS and UPS seem to deliver one of my packages to the wrong address. Most of the time the package eventually shows up to me a few days later but there are times the package is never found. I even had the gps coordinates from the USPS and knocked on the door of a house a couple blocks and they claimed they never got my package. I eventually filed a INR claim in that case.

Humans are not perfect and do make mistakes. Since it happens so infrequently when I get a INR case even though it shows delivered, I ask the buyer to check with neighbors and other household members. Usually this solves the issue but if not I just refund and move on. My time is too valuable to screw around trying to figure out exactly what happened.

[stainlessenginecovers]

There is no 'Performance' in seller hub; There's the area that shows 'Top Rated' and the 2 Service Metrics that are measured (resolution without seller doing it and out of stock cancellations)??

Then 'returns' are shown (percentage of sales)

I don't see anywhere to see 'Performance' or the 'type' of cases that are opened. 

is there somewhere else to check??

[michigancolor]

Not a problem.  It's very counter-intuitive that it would be this way.

[dirk12955]

As a seller that has had INR cases filed numerous times,    And I have added the DC# as required to each case,    and have had every case closed in my favor,   

I have never had my metrics dinged because of an INR case.

[michigancolor]

I get all that, and I sometimes have that problem with packages being delivered to me too.  But, my concern is how even I think in your situation that eBay is probably counting those INR's against your service metrics when you refund people.  (Which most sellers are going to say not to do - eBay holds you responsible to show delivery, and just refunding people opens yourself up to a lot of abuse!)

[inhawaii]

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@dirk12955 wrote:

As a seller that has had INR cases filed numerous times,    And I have added the DC# as required to each case,    and have had every case closed in my favor,   

I have never had my metrics dinged because of an INR case.

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Me too.

[michigancolor]

In Seller Hub, hover over "Performance":

Then click "Service Metrics" in the pulldown menu, or actually click Performance and click it on the next page:

Then click "Item not received":

[michigancolor]

@dirk12955 and @inhawaii  Just to make sure, you aren't looking at your seller level instead?  You're in Performance -> Service Metrics -> Item not received?  I can find so many people on posts from years ago saying they count for them despite being closed in their favor, and even in this thread.  Yet, some sellers say they don't.  Makes me wonder if it counts for some sellers for just being opened but not others.

[johnrj1226]

https://www.ebay.com/help/selling/managing-returns-refunds/help-buyer-item-didn%E2%80%99t-receive?id...

Service metrics are adjusted once per month -  on the 20th of the month  following the prior months evaluation.  EG  your  evaluation for the  calendar month of March 2023 will appear on April 20, 2023.

https://www.ebay.com/help/selling/managing-returns-refunds/help-buyer-item-didn%E2%80%99t-receive?id...

[dirk12955]

I've never looked at that before.    But when I click on Performance,  Service metrics

all that comes up is "Item not as described,  returns"

Nothing about INR