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

sfc_auto_parts · ‎02-11-2020

Hi @Anonymous

I tried reporting it through the help page you forwarded but it says I’ve already reported an issue with this buyer

When I requested to check the status of my request nothing comes up regarding the buyer. Please help

thanks

Anonymous · ‎02-11-2020

@sfc_auto_parts wrote:

Hi @Anonymous

I tried reporting it through the help page you forwarded but it says I’ve already reported an issue with this buyer

When I requested to check the status of my request nothing comes up regarding the buyer. Please help

thanks

Hi @sfc_auto_parts, I think that there has been a misunderstanding, as there is nothing further to help you with. You don't need to do anything more than what you have already done. Reporting the buyer is the correct action you needed to take. You may not receive an update if that would compromise the privacy of another member's account. You also may not see any credits or changes to your metrics until your next invoice. Please let me know if this clarification does not address your concern.

csbbct · ‎02-21-2020

@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!

UPDATE - Service Metrics was run yesterday so the Feb 2020 projection I mentioned here back on 2/10 is now showing as the current Service Metrics. The INAD claim I won a few months ago that was showing in the projected metrics is NOT showing in the current metrics as I expected when the new metrics came out. So, it looks like the INAD claim was properly removed from Service Metrics when I won the claim. When I look at March's projection though, again the claim is showing there so this looks like some kind of programming glitch where it's still showing in projected metrics for the next month, but removed when it moves to current metrics.

@Anonymous since you were trying to help with this question, I wanted to make sure you saw this update.

Anonymous · ‎02-21-2020

@csbbct wrote:

@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!

UPDATE - Service Metrics was run yesterday so the Feb 2020 projection I mentioned here back on 2/10 is now showing as the current Service Metrics. The INAD claim I won a few months ago that was showing in the projected metrics is NOT showing in the current metrics as I expected when the new metrics came out. So, it looks like the INAD claim was properly removed from Service Metrics when I won the claim. When I look at March's projection though, again the claim is showing there so this looks like some kind of programming glitch where it's still showing in projected metrics for the next month, but removed when it moves to current metrics.

@Anonymous since you were trying to help with this question, I wanted to make sure you saw this update.

Thank you for the update, @csbbct! Seems like a display issue is going on which I'll be happy to report for review. If I need anything else I will let you know.

coffeebean832 · ‎03-11-2020

@Anonymous- The same thing happened to me, Trinton. The mark is removed from current service metrics but still showing in the next projected evaluation.

Anonymous · ‎03-16-2020

@coffeebean832 wrote:

@Anonymous- The same thing happened to me, Trinton. The mark is removed from current service metrics but still showing in the next projected evaluation.

Hi @coffeebean832, the projections may include defects/service metrics that are no longer counting but when we review the appropriate protections will be taken into account. If you have any issues because of these, definitely keep me posted and I will look into it further.

mam98031 · ‎03-16-2020

@Anonymous wrote:
@coffeebean832 wrote:
@Anonymous- The same thing happened to me, Trinton. The mark is removed from current service metrics but still showing in the next projected evaluation.
Hi @coffeebean832, the projections may include defects/service metrics that are no longer counting but when we review the appropriate protections will be taken into account. If you have any issues because of these, definitely keep me posted and I will look into it further.

Well that makes things unnecessarily confusing.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

coffeebean832 · ‎03-16-2020

@Anonymous wrote:
@coffeebean832 wrote:
@Anonymous- The same thing happened to me, Trinton. The mark is removed from current service metrics but still showing in the next projected evaluation.
Hi @coffeebean832, the projections may include defects/service metrics that are no longer counting but when we review the appropriate protections will be taken into account. If you have any issues because of these, definitely keep me posted and I will look into it further.

Can you explain what that means? I'm not sure if I understand what you mean. Are you saying it's a way to track the number of protections afforded a seller and that number will be considered if future claims are filed?

Anonymous · ‎03-16-2020

@coffeebean832 wrote:

@Anonymous wrote:

@coffeebean832 wrote:

@Anonymous- The same thing happened to me, Trinton. The mark is removed from current service metrics but still showing in the next projected evaluation.

Hi @coffeebean832, the projections may include defects/service metrics that are no longer counting but when we review the appropriate protections will be taken into account. If you have any issues because of these, definitely keep me posted and I will look into it further.

Can you explain what that means? I'm not sure if I understand what you mean. Are you saying it's a way to track the number of protections afforded a seller and that number will be considered if future claims are filed?

Hi @coffeebean832, this is actually just how the details may display and this has always been the case; since this is a display issue on your dashboard, but you can confirm what is actually being counted when you download the related report. What you see on your downloaded report is what we see on our end as well and is what we will use to determine your seller performance status when it comes to defects and service metrics. So while the projected expectations may be incorrectly displaying (and I understand how this may raise some concerns or confusion), you can download the related report to confirm what is being actually being counted.

ryanrobyn · ‎03-16-2020

I tried to post the following comments and was told I could not do so. It won't do any good as once reported they don't remove anything. Here's what just happened to me. I had 8 defects and I looked at my resolution summary and saw 1 item has been relisted 5x - one right after the other and that another was an item where the buyer never paid for the item and asked me to cancel it. One of them said it did not fit her even though I carefully list ALL dimensions. So the counter should never have been 8. Rep naturally said it was a technical problem and to call to have the count corrected. So I did and was told that the count can't be changed BUT they don't make make mistakes and never could just items where the money is returned. I also asked why my counted from 2 years ago continues to increase when Ebay says it only counts 1 year at a time. I said it was to be able to increase the seller's fees and the rep got angry and said if Ebay wanted to increase my fees it could do so for no reason at all. I asked why when a seller even just calls for advice they receive a defect. Was actually told that Ebay expects sellers to work out their own problems and even just take a wrong loss and count it as part of selling because they are too busy to help with conflicts.I really want to know what they are doing to be so busy.
So GOOD LUCK to all other sellers out there.

jasoheat_0 · ‎05-10-2020

hey trinton just noticed on my service metrics that " does not fit " is counting against me when its nowhere in the list for items that are counted against us . what do i do as i have 3 out 11 , plus 4 fraud Items not as described( BLATANT FRAUD) , plus 2 customers who did not now how to use items , 3 damaged in shipping , plus customers who said things were wrong but i guess there wasn't anything as items were never sent back ( label was issued they never used ) .. and Fraud customers stating items did not work and then send different items back ( serial numbers that do not match and they were in my listings ) so all in all 8 out of the 11 are FRAUD or completely out of control of the seller . how do i appeal these

Anonymous · ‎05-11-2020

@jasoheat_0 wrote:

hey trinton just noticed on my service metrics that " does not fit " is counting against me when its nowhere in the list for items that are counted against us . what do i do as i have 3 out 11 , plus 4 fraud Items not as described( BLATANT FRAUD) , plus 2 customers who did not now how to use items , 3 damaged in shipping , plus customers who said things were wrong but i guess there wasn't anything as items were never sent back ( label was issued they never used ) .. and Fraud customers stating items did not work and then send different items back ( serial numbers that do not match and they were in my listings ) so all in all 8 out of the 11 are FRAUD or completely out of control of the seller . how do i appeal these

Hi @jasoheat_0, follow the steps and links I've provided earlier in this thread or contact Customer Service directly for instructions on how to request protections you are eligible for.

jasoheat_0 · ‎05-11-2020

eligible ? Fraud is Fraud period!!!! , so if one has to be ELIGIBLE for SELLER PROTECTION , then not everyone gets seller protection and Fraud is ok ... is that right ? then there is no seller protection unless your eligible , is that correct ? and if it is then seller beware !!! is that correct in saying ........ because ebay is stating all over the place about how we sellers have seller protection . so now im confused either you are or your are not simple as fraud is fraud

Anonymous · ‎05-11-2020

@jasoheat_0 wrote:

eligible ? Fraud is Fraud period!!!! , so if one has to be ELIGIBLE for SELLER PROTECTION , then not everyone gets seller protection and Fraud is ok ... is that right ? then there is no seller protection unless your eligible , is that correct ? and if it is then seller beware !!! is that correct in saying ........ because ebay is stating all over the place about how we sellers have seller protection . so now im confused either you are or your are not simple as fraud is fraud

Hi @jasoheat_0, I am not quite sure what your follow-up question is but I am happy to elaborate/reiterate what I've stated before. Protections are available for some situations, and if your situation qualifies, we would be able to apply these protections. Some of the examples you listed are not eligible for protections; for example, you listed some transactions where the item was damaged in transit, and this is a seller's responsibility to address. You also have stated an assumption about the validity of a buyer's return request that since they did not return items, there must have not been anything wrong with the item. A lack of return is not reason to assume there was nothing wrong with the item, and seller protections would be limited in these situations. Lastly, while Top Rated Sellers are able to seek protections when they believe the buyer chose the incorrect reason for a return, this is not an option for all sellers.

The details of your transaction, your account, and other factors would determine what protections would apply. You haven't provided any details on what has led you to believe that some of your customers have committed blatant fraud, and while we do offer protection when it is clear a buyer is abusing our marketplace, I wouldn't be able to guarantee that we would agree with your assessment of the buyer's behavior without reviewing the specific details. This is why I said any protections you are eligible for would be applied, as we may review and find there is not sufficient evidence to confirm fraudulent activity.

Reporting your concerns through the steps I've outlined in this thread or contacting Customer Service for help reporting this remains your best next course of action.