eBay

sfc_auto_parts · ‎02-26-2020

@Anonymous

I've reported a couple of false snads and have already issued refunds. How long does the reporting process take for these snads to be removed from service metrics?

mtmonks · ‎02-26-2020

No.

They are not removing the defect from the ACTUAL service metrics, no matter what. I was on the phone for several hours just last week about this exact issue, and it was made unequivocally clear that the defects stick to the service metrics evaluation no matter what. The protections only remove the order defect/negative feedback when a partial refund is issued and eBay is asked to step in by the buyer.

The language in the Fall Update was very vague. I do, however, recall that the SNAD service defects protection was announced in the Summer 2019 update--or maybe even in the Spring 2019 update as a policy tentatively going into effect later in the year. But it never did. This is where the confusion is coming from.

csbbct · ‎02-27-2020

@mtmonks wrote:
No.

They are not removing the defect from the ACTUAL service metrics, no matter what. I was on the phone for several hours just last week about this exact issue, and it was made unequivocally clear that the defects stick to the service metrics evaluation no matter what. The protections only remove the order defect/negative feedback when a partial refund is issued and eBay is asked to step in by the buyer.

The language in the Fall Update was very vague. I do, however, recall that the SNAD service defects protection was announced in the Summer 2019 update--or maybe even in the Spring 2019 update as a policy tentatively going into effect later in the year. But it never did. This is where the confusion is coming from.

I also have been told by several customer service reps, including one from Trust & Safety who deals specifically with seller performance issues, once the item is in Service Metrics it is never removed even if it was a buyer saying something that was untrue. When I referred to the Fall Seller update, they opened it, was surprised to see that stated and agreed that it sounds now like it should be removed. How is it that WE have to point out these changes to customer support?

I did report a buyer back in November for an untrue INAD and received the $6 credit. That INAD is not showing in my service metrics, but it could be because it was caught before it got there. I do see it every month in my "projected" metrics for the next month, but when that next month rolls over it's not coming into "current" metrics. This makes me believe that it's true that once it's in the metrics it's never removed, but in this case mine is only stuck in projected metrics. Makes no sense at all!

Anonymous · ‎02-27-2020

@mtmonks wrote:

No.

They are not removing the defect from the ACTUAL service metrics, no matter what. I was on the phone for several hours just last week about this exact issue, and it was made unequivocally clear that the defects stick to the service metrics evaluation no matter what. The protections only remove the order defect/negative feedback when a partial refund is issued and eBay is asked to step in by the buyer.

The language in the Fall Update was very vague. I do, however, recall that the SNAD service defects protection was announced in the Summer 2019 update--or maybe even in the Spring 2019 update as a policy tentatively going into effect later in the year. But it never did. This is where the confusion is coming from.

Hi @mtmonks, you were given incorrect information when you called into us. While protections apply when sellers provide less than a full refund due to a damaged or altered item being returned, this wouldn't require eBay to be asked to step in, and requests that are recorded on a seller's service metrics are removed when the seller reports a false claim and meets all the eligibility requirements. I will be happy to provide coaching to the agent you spoke to if you can let me know what date and approximate time you called in. I also will be happy to clarify any confusion you have related to our announcement last fall or for the information in our Help Page.

bargainbigly · ‎02-27-2020

@frugality_inc

Wow, 0.10% service metric peer? Well, that number is clearly made up.

It's like they think sellers don't talk to each other offline or something.

johnrj1226 · ‎02-27-2020

There are various look back times (some a rolling 12 months, some 3 months) for seller evaluations, these are spelled out in the below link:

https://www.ebay.com/help/selling/selling/seller-levels-performance-standards?id=4080&st=3&pos=5&que...

"I have the right to remain silent but I didn't have the ability." Ron White, Fritch, Texas
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mtmonks · ‎02-27-2020

Regardless of whether they are supposed to be removing them or not, I am telling you that they are not doing it.

Take my account for instance--I had several SNAD returns on one "consumer electronics" category listing that were due to the buyers not reading the description. I reported the buyers for "wrong return reason" prior to issuing the refund, AND I was eligible for these protections--that is, TRS, Free 30 Day Returns, & NOT rated "very high" in any category on the the service metrics evaluation.

The defects were not removed. This is why I called. And I spoke to four different agents, who all said the same thing. These were American eBay employees/account specialists--not foreign call center contractors.

They ARE NOT removing the defects. Feel free to use my account as a case study.

sfc_auto_parts · ‎02-27-2020

Hi @Anonymous I have an INR from January that tracking shows delivered. Ebay closed the case in my favor but the ding still shows up on my service metrics. If I get one more I'll be in very high even though tracking clearly shows the package was delivered. I have followed the steps you've listed in reporting the buyer and transaction but INR is still on my service metrics. I want to trust the process you've laid out but so far haven't seen any results.

Thank you.

anneecakes · ‎02-27-2020

@sfc_auto_parts , at least with INRs the penalty of being "very high" is longer delivery dates being displayed next to your items (and not an increase in FVFs). I have had an epidemic of buyers contacting me through cases (rather than through messages) to say that their item is showing as delivered but it's not there. I believe there is something new in the flow of screens and prompts that buyers see that causes them to use CASES("requests") rather than messages when this happens. It's almost always the Tuesday after a Monday holiday (when USPS carriers have double volume to deliver) and the parcel almost always shows up to the buyer the next day (Wednesday) because the postman marked everything delivered early on and then ran out of time, having to bring it back to the PO Tuesday night and then try again on Wednesday.

Anonymous · ‎02-27-2020

@mtmonks wrote:

Regardless of whether they are supposed to be removing them or not, I am telling you that they are not doing it.

Take my account for instance--I had several SNAD returns on one "consumer electronics" category listing that were due to the buyers not reading the description. I reported the buyers for "wrong return reason" prior to issuing the refund, AND I was eligible for these protections--that is, TRS, Free 30 Day Returns, & NOT rated "very high" in any category on the the service metrics evaluation.

The defects were not removed. This is why I called. And I spoke to four different agents, who all said the same thing. These were American eBay employees/account specialists--not foreign call center contractors.

They ARE NOT removing the defects. Feel free to use my account as a case study.

Hello @mtmonks, I recommend that you take another look at your Service Metrics dashboard. I can reiterate, if you are eligible for the protections we've been discussing, they will be applied. Since you are not eligible for the protections you are seeking, they will not be applied.

Anonymous · ‎02-27-2020

@sfc_auto_parts wrote:

Hi @Anonymous I have an INR from January that tracking shows delivered. Ebay closed the case in my favor but the ding still shows up on my service metrics. If I get one more I'll be in very high even though tracking clearly shows the package was delivered. I have followed the steps you've listed in reporting the buyer and transaction but INR is still on my service metrics. I want to trust the process you've laid out but so far haven't seen any results.

Thank you.

Hi @sfc_auto_parts, this is recording correctly - your service metrics are not a record of just the cases that you lost, but instead a record of requests that were made by your customers. If you review the related Help Page for service metrics, you will see that your item not received requests rate will count requests where your buyer is reporting they have not received the item even when tracking shows it is delivered. This is the same benchmark we compare your peer group to, and you will only experience consequences if you are rated as Very High compared to your peer group.

The enhanced protections we are discussing here do not apply to item not received requests. You can see more details on what does apply and how to qualify here.

deja8318 · ‎02-27-2020

Hi @Anonymous I have two service metrics defects from the same buyer in the end of October/November 2019. I called in November(somewhere around November 6th) about this issue and even spoke to a supervisor. They did not remove them. They said that they can not remove service metrics, only the transaction defect side on seller dashboard. Buyer first opened a case of item not received, days(almost a week) after the item was delivered. When the case was automatically closed found in my favor, they stated the item magically arrived that same day, and that the item was not as described. They opened a not described return. They never shipped anything back and never responded to my ebay messages inquiring where the return was. That case was also found in my favor. This should definitely qualify for removal of those defects and I am not on the very high side of defects. It bothers me that the defects are there every time I look at my metrics.

mtmonks · ‎02-27-2020

Trinton,

Yes, we are now "very high" in consumer electronics--BECAUSE eBay did not remove ANY of the service metrics defects from October-February 20, 2020. I called in early-mid February because our forecast for March was "very high," and I noticed that this was SOLELY because none of the defects had been removed. Again, we were eligible for this protection from the time of the Fall 2019 update, until a week ago.

First, look at our account and you will see that all of the false SNAD reports that we made were during this period of eligibility, and that all of them are still counting against us on our current evaluation.

Anonymous · ‎02-27-2020

@deja8318 wrote:

Hi @Anonymous I have two service metrics defects from the same buyer in the end of October/November 2019. I called in November(somewhere around November 6th) about this issue and even spoke to a supervisor. They did not remove them. They said that they can not remove service metrics, only the transaction defect side on seller dashboard. Buyer first opened a case of item not received, days(almost a week) after the item was delivered. When the case was automatically closed found in my favor, they stated the item magically arrived that same day, and that the item was not as described. They opened a not described return. They never shipped anything back and never responded to my ebay messages inquiring where the return was. That case was also found in my favor. This should definitely qualify for removal of those defects and I am not on the very high side of defects. It bothers me that the defects are there every time I look at my metrics.

Hi @deja8318, you received correct information - Customer Service cannot remove service metrics, they can only remove defects. Service metrics eligible for enhanced protections can only be removed by a seller reporting the buyer through our site (see my previous responses for more information on steps and resources). That being said, it sounds like the examples you are referencing occurred more than 90 days ago, so we would not be able to look into the details further.

deja8318 · ‎02-27-2020

Thanks for responding. I am very disappointed that the CS Supervisor did not relay this information. Because I did ask specifically about the new fall protections for offering free returns and that I was supposed to be protected from this. I was told there was nothing that could be done that it was tool to measure me etc., not to report them via the site.

orangehound · ‎02-27-2020

@bargainbigly wrote:
They do not remove them.

We reported over a dozen buyers who abused the return system, and that's only the ones who admitted they just changed their mind via. messages.

0 out of 13 have been removed since October 2019.

@bargainbigly

The seller protections are only available to TRS sellers if the listed items offer 30-day or longer returns. The few listings I looked at from your store are all "no returns" ... so, this might explain why you are not seeing the false SNADs removed.