eBay

sfc_auto_parts · ‎01-26-2020

I was wondering with the new protection for top rated sellers, can you appeal an item not described ding on your service metrics?

Sold an item for parts and the buyer claimed snad. Buyer admitted on messages that she didn't read description or look at pics.

Thank you all in advance

mr_lincoln · ‎01-26-2020

@sfc_auto_parts I would think in cases like that the SNAD should be dropped, period. A number of the metrics are subjective relying on other people's opinion (honest or not). eBay should stick to verifiable things like tracking and delivery confirmation ... things that are measurable with facts, not opinion or lies.

Regards,
Mr. Lincoln - Community Mentor

gwzcomps · ‎01-26-2020

You accept returns so you should be able to report them to eBay for the False SNAD once you get the item back. Then they shouldn't be able to leave neg FB, you will get a measly $6 shipping credit, and eBay in theory will remove the strike.

mtgraves7984 · ‎01-26-2020

A SNAD doesn't reflect on your metrics, but Cases Closed Without Seller Resolution do.

Offer the return and refund... you shouldn't get a ding at all.

mesodude · ‎01-26-2020

Someone will correct me if I'm wrong but I don't believe you can file an appeal under these circumstances. I think the only recourse you have is to report the buyer for abusing the MBG and, if she's a serial abuser, hope that she is eventually tripped up by her own carelessness.

gwzcomps · ‎01-26-2020

@mtgraves7984 wrote:
A SNAD doesn't reflect on your metrics, but Cases Closed Without Seller Resolution do.

Offer the return and refund... you shouldn't get a ding at all.

Actually most SNAD cases count against your metrics regardless of the outcome. 🤬 One of the stupid money grabs eBay has come up with to screw sellers. If a buyer opens a case by mistake that is a strike. If the buyer closes the case on their own accord that is a strike. Go above and beyond to make the buyer happy that is a strike. It is almost like eBay wants buyer's to have a bad experience.

flyingmvp · ‎01-26-2020

@gwzcomps wrote:
@mtgraves7984 wrote:
A SNAD doesn't reflect on your metrics, but Cases Closed Without Seller Resolution do.

Offer the return and refund... you shouldn't get a ding at all.
Actually most SNAD cases count against your metrics regardless of the outcome. 🤬 One of the stupid money grabs eBay has come up with to screw sellers. If a buyer opens a case by mistake that is a strike. If the buyer closes the case on their own accord that is a strike. Go above and beyond to make the buyer happy that is a strike. It is almost like eBay wants buyer's to have a bad experience.

When a seller can prove that a buyer opened a false snad by mistake or intentionally yet the seller receives a defect on his metrics, the venue is not being stupid, the false defect is given intentionally to trip the seller, sticking a broom in the seller's spokes so he will fall and fail, damaging a good seller and causing his metrics to look bad and collect extra FVF penalty fees, again, not stupid but cynically unfair unethical and immoral.

mam98031 · ‎01-26-2020

Yes, we are suppose to be able to get that done. But you have to report the buyer for misuse of the return system.

We need to process the return and refund the buyer in part of full. Then after that is done, you report the buyer for abuse of the return system. That is suppose to kick the $6 credit into play and remove the ding from the Service metrics.

Abusive buying activity

When we determine that a buyer has violated the abusive buyer policy, we will remove any feedback and defects posted by that buyer, including opened cases in service metrics. We may also prevent that buyer from filing return requests or opening claims. In serious cases or repeated abusive behavior, we may suspend the buyer's account.

https://www.ebay.com/help/policies/selling-policies/seller-protection-policy?id=4345

https://static.ebayinc.com/assets/Uploads/Documents/2019-eBay-Open-Seller-Protections.pdf?fbclid=IwA...

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

frugality_inc · ‎01-27-2020

I have reported a handful of false SNADs with significant evidence to overturn these cases and eBay has not credited back one label or removed the service metric defect.

Already reported this to the appropriate department and was told they'd get back to me... Yet has been over 2 weeks since this and zero follow up. Typical eBay when I report issues. Last critical issue I reported was with eBay not crediting back promoted listing fees when a order was cancelled (non-return/non case). Took 11 months to fix it with consistent followups every month. I expect the same thing here and to waste at least 50 hours of my life getting credits back.

Keep a spreadsheet of the false SNADs and what eBay owes you for the 5% FVF if it caused you to be labeled 'very high' and the return label costs.

The whole service metric system is nice in theory to inspire higher quality control on the platform and for the seller to improve said item that has common reported issues, but when you have unrealistic average metrics and a appeal system that is broken, nothing more than a money grab at this point. For example of the screenshot I attached, average for 'peers' is 0.10%. That is one SNAD reason return out of every 1000 purchases... highly unrealistic. Of the 24 cases counting against me, 21 of them have indisputable evidence to overturn the buyer's claim. Followed the exact process per eBay policy to appeal these, yet have not been reimbursed for return shipping label or cases removed.

Of the legitimate cases, that totals 3 out of 1781 transactions or 0.17% SNAD return rate. Hard to argue 0.17% SNAD return rate is 'average' across the eCommerce space.

Significant problems with this system and eBay needs to address it. Having such a broad category range induces unrealistic peer levels. We can use electronics for example. There are some electronic subcategories that have higher defective rates than others. Same can be said for many of the categories that exist. Why not have subcategories implemented to have a more accurate peer rate?

Second being having a more transparent appeal system that actually functions per policy.

Third being having realistic 'very high' criteria. Let's say for example purposes with the screenshot attached that all 24 cases were valid SNAD cases. 1.35% SNAD return rate is still not 'very high' at all compared to recent studies for eCommerce return rates and reasons.

gwzcomps · ‎01-27-2020

Wow that is ridiculous. I am not surprised, but still this is one of those screw eBay moments. At 0.10% that means you can only have 10 SNADs per 10,000 transactions. Not surprised eBay has shifted their goalposts in their favor.

dentalsales4u · ‎01-27-2020

From the weekly chat, this was discussed.
Sellers not getting the ding removed or the credit for the return label.
They told us in order for this to kick in, you MUST report the buyer during the returns process. If you do it before or after, you will not get the protections.

mam98031 · ‎01-27-2020

@dentalsales4u wrote:
From the weekly chat, this was discussed.
Sellers not getting the ding removed or the credit for the return label.
They told us in order for this to kick in, you MUST report the buyer during the returns process. If you do it before or after, you will not get the protections.

"During" is a bit misleading. You have to report them AFTER you fully process the return request. So after you refund whether in part or full.

Or as happened with me, I did a partial refund on a return I got because the item was clearly used and no longer in new condition. It wasn't the type of thing you had to open to know if it was good or not. So I did a partial refund. When I issued the partial refund, Ebay automatically reported the buyer. I didn't / couldn't do anything else with it.

That was in mid December. I'm still waiting for my $6 credit and the Service Metric removal.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

csbbct · ‎02-10-2020

@mam98031 wrote:
That was in mid December. I'm still waiting for my $6 credit and the Service Metric removal.

eBay approved an invalid INAD claim for me back in November and within 2 weeks I had the $6 credit on my fees. I didn't see it in Service Metrics so I thought it was removed, but it was only delayed. When I look at my Feb 2020 projection for Service Metrics, there it is! I called eBay and they said it will NOT be removed. Just the fact that the buyer opened the claim it will stay there. Doesn't matter that it was only selected that way by the buyer so they wouldn't have to pay for return shipping! Doesn't matter that eBay agreed it was invalid and gave the $6 shipping credit and removed a defect! It will live in your Service Metrics regardless and count toward a possible increase in seller fees!

zamo-zuan · ‎02-10-2020

@csbbct wrote:
@mam98031 wrote:
That was in mid December. I'm still waiting for my $6 credit and the Service Metric removal.
eBay approved an invalid INAD claim for me back in November and within 2 weeks I had the $6 credit on my fees. I didn't see it in Service Metrics so I thought it was removed, but it was only delayed. When I look at my Feb 2020 projection for Service Metrics, there it is! I called eBay and they said it will NOT be removed. Just the fact that the buyer opened the claim it will stay there. Doesn't matter that it was only selected that way by the buyer so they wouldn't have to pay for return shipping! Doesn't matter that eBay agreed it was invalid and gave the $6 shipping credit and removed a defect! It will live in your Service Metrics regardless and count toward a possible increase in seller fees!

This is our exact experience.

They keep moving the goal posts. Prior to the "new protections" start date, they were wording it as if it was going to be "instant and in the control of sellers".

Once it happened, they were saying that the SNAD should be removed if it's verified (so if you have your credit for the fees). But again, the SNAD still stuck.

Then they switched it to "If they get determined to be an abusive buyer, then past violations will be removed".

The last time I discussed it with a CSR, she said violations are NOT removed retroactively even if they are determined to be an abusive buyer?

No idea what is actually the truth. All I can say is that despite eBay's promises, SNAD claims were NOT removed at all for us, not even once through the "new protections". And with the rapidly moving goal post, it seems we're still in the same exact boat we were in last Summer... where supposedly the abusive buyers system is intended to "protect us" and on occasion they share statistics showing that they're removing "thousands of defects" but we haven't seen it even once.

coffeebean832 · ‎02-10-2020

I can echo the experience of csbbct and zamo on this. I got the $6 credit but the mark is still on my (projected) service metrics for Nov-Jan. Maybe the mark will be removed when Nov-Jan becomes the current period, but I'm not holding my breath.