Anyone else having issues with service metrics, specifically INR?

[handsonthewatch]

Seems like no one wants to talk about this. Ebay reps have no clue. They always think you're referring to your seller levels. " you're top rated. Why are you complaining?" 

No. not seller levels. Service metrics. 

this is a horrible system and makes no sense except to punish small sellers, which ebay hates more and more.|

It compares to peers? When this first started, my peer average was 0%, for the first 4 months. meaning not a single one of my peers, had a single case, in an entire year. And  this kept on for 4 months straight. I complained so much, that I think they changed it. Next time, my peers had , <.10%. Which can still mean 0, because 0 is less than .10%. Now it hovers around .1-.2% That is one TENTH of ONE percent. meaning, if you have 1000 sales a year, you have one single case open. Per year

I talked to all the peers I knew, as my community is tight knit, and I couldn't find anyone with such a low metric. The POST OFFICE has a loss rate of 1%. Of every 10 cases, 2-3 of them are buyers who made a mistake, or someone stole their delivered package, or they wanted to do a return and or claimed they only received 2 of the 3 quantity in the package.  All these are obviously won in my favor. Yet they still count. None of these cases could have been prevented, so how is it that my peers average 1 case in 1000. Meaning half average less than that. 

And they will never tell us who our peers are.  Or how they are calculated. My account has been destroyed for 2 years now. I can't get out of it. They won't even tell you what amount of cases you need to get down to, because it's ever changing. I sell about 1000 items a year. I'd have to sell 25,000  items to get to .13%. But who actually knows how many I can have, to not be in the very high. What's not very high compared to .13%? 

And I can't sell more things, because my account is throttled. My shipping times are extended. I'm garbage when it comes to search results. So every month, I sell less and less, and every month, my percent goes up, because 1 of 900 is higher than 1 of 1000. 

[terrafirmatx]

THIS.  Customer can open inr, close it the next day because it arrived, and the inr STILL counts in "service metrics." "Very High" number of these and they change your projected handling times so no one wants to buy from you because it looks like it'll take too long.

[terrafirmatx]

"Seller Performance." NOT "Service metrics." They are 2 different things!

[theteamsetguy]

Hansonthewatch,

The post office does not have a loss rate anywhere near 1%. A loss rate of 1% would imply the USPS loses 1 package for every 100 they take in. I ship out 3 to 4 thousand packages a year with 90 plus percent of them first class and they loses maybe a couple a year. It is closes to .10% than your 1% estimate.

[terrafirmatx]

Actually Wikipedia and other sources estimate USPS loses mail 3% of the time. So 1% is a generous estimate.

[slippinjimmy]

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@terrafirmatx wrote:

Actually Wikipedia and other sources estimate USPS loses mail 3% of the time. So 1% is a generous estimate.

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You are misunderstanding those sources. USPS does not lose 3% of the mail they handle,  what is being referred to is SERVICE STANDARDS, if you ship First Class which has (or had) a 2 - 3 day delivery standard and it's not not delivered until day 4 then it fails the standard but it's NOT lost.