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

mam98031 · ‎02-10-2020

**********************************General Reply*************************************

tyler@ebay

@Anonymous

brian@ebay

I really don't understand this folks. It flies in the face of the written published policy. I is in direct conflict with it. So is it an Ebay mistake and this benefit really is not offered [removing dings in the Service Metrics] or is it a programming issue?????

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

csbbct · ‎02-10-2020

@zamo-zuan wrote:

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.

In this particular case though, I did receive the $6 shipping credit and I did receive a report at the end of the month stating that 1 shipping credit was received and 1 defect was removed, yet the INAD return is still showing in Service Metrics. By the way, I don't know what "defect" they removed as technically it wasn't a dashboard defect since I closed the case with a refund within the required time frames.

So, I just got off an hour-long phone call with someone from Trust & Safety/Selling Performance. I showed her the place in the 2019 Fall Update that says "We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics." She agreed that it seems clear that the false INAD return case should have been automatically removed and should NOT be showing in Service Metrics. She is escalating this to the "back office" for answers and promised to contact me once they have the answers. I know we're told this all the time from CS, but she spent a lot of time on this and I think she will get back to me and I'll update this thread when she does (or doesn't if that ends up being the case). I'm also bringing in brian@ebay in case he has more clarity on this as we'd appreciate hearing it.

coffeebean832 · ‎02-10-2020

@csbbct wrote:
By the way, I don't know what "defect" they removed as technically it wasn't a dashboard defect since I closed the case with a refund within the required time frames.

You should read this thread @csbbct. Tyler clarified what "defect" means on those monthly e-mails- though there are still some questions surrounding it.

https://community.ebay.com/t5/Selling/Your-eBay-seller-protections-monthly-summary/m-p/30650846#M154...

Anonymous · ‎02-10-2020

@sfc_auto_parts wrote:

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

Hi @sfc_auto_parts, if you have reason to believe that your buyer has falsely claimed that an item was not as described, you are eligible for protections as outlined here. All you have to do is ensure you meet the eligiblity requirements outlined on our Help Page, which include accepting the return, issuing a refund, and reporting the buyer. Appropriate protections and credits will be applied along with your next invoice.

csbbct · ‎02-10-2020

@Anonymous wrote:
@sfc_auto_parts wrote:
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
Hi @sfc_auto_parts, if you have reason to believe that your buyer has falsely claimed that an item was not as described, you are eligible for protections as outlined here. All you have to do is ensure you meet the eligiblity requirements outlined on our Help Page, which include accepting the return, issuing a refund, and reporting the buyer. Appropriate protections and credits will be applied along with your next invoice.

@Anonymous There's a lot of confusion about the removal of a false INAD claim from Service Metrics. I did report a false INAD in November, eBay found in my favor, I received a $6 shipping credit against my fees, and the email report at the end of December showed 1 defect removed. I didn't see the claim in my Service Metrics so I thought that removal included Service Metrics, but today when I looked at the projected Service Metric count for February, it showed the claim will be included. I spoke with someone from Selling Performance and she confirmed that it is that false INAD claim that I won. She didn't think it was supposed to be removed but when I pointed her to the 2019 Fall Update that says it would be automatically removed from Service Metrics, she agreed there is a problem and is trying to escalate and clarify. Would love it if you could confirm for us that if we win the false INAD that gives us the $6 credit, we should also see that claim automatically removed from Service Metrics as the Fall Update states, because it's not happening.

zamo-zuan · ‎02-10-2020

It seems that eBay staff still doesn't have the ability to remove these inaccurate SNAD.

The service metrics system has had problems since it's inception. I'm not sure why eBay seems so reluctant to actually protect sellers from this system.

It shouldn't even be allowed to go this far, and sellers should be protected from false claims in the first place, at least in situations where there's evidence. It shouldn't take "enhanced protections" to do that. Just open our eyes and look at the evidence at hand.

Yet it seems even the "enhanced protections" are only actually helping a small subset of false claims, in very specific situations, and not the SNAD removal that was promised. Rather than "solid protection", we're only getting protections in a a small percentage of a small percentage of situations.

I really wish we had a real answer as to why eBay is so reluctant to protect people who have evidence they did nothing wrong! Leaving this system in place for almost a year and a half now sends such a loud message that eBay cares so little for their sellers that they can't even put in the smallest bit of effort to make sure they're properly protected.

It's not even like anyone is expected to be protected in all cases. But in cases where there's evidence or the customers even have their own claims supporting the seller... Why on earth is this even an issue to provide protection? It's so frustrating.

Anonymous · ‎02-10-2020

@csbbct wrote:

@Anonymous wrote:

@sfc_auto_parts wrote:

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

Hi @sfc_auto_parts, if you have reason to believe that your buyer has falsely claimed that an item was not as described, you are eligible for protections as outlined here. All you have to do is ensure you meet the eligiblity requirements outlined on our Help Page, which include accepting the return, issuing a refund, and reporting the buyer. Appropriate protections and credits will be applied along with your next invoice.

@Anonymous There's a lot of confusion about the removal of a false INAD claim from Service Metrics. I did report a false INAD in November, eBay found in my favor, I received a $6 shipping credit against my fees, and the email report at the end of December showed 1 defect removed. I didn't see the claim in my Service Metrics so I thought that removal included Service Metrics, but today when I looked at the projected Service Metric count for February, it showed the claim will be included. I spoke with someone from Selling Performance and she confirmed that it is that false INAD claim that I won. She didn't think it was supposed to be removed but when I pointed her to the 2019 Fall Update that says it would be automatically removed from Service Metrics, she agreed there is a problem and is trying to escalate and clarify. Would love it if you could confirm for us that if we win the false INAD that gives us the $6 credit, we should also see that claim automatically removed from Service Metrics as the Fall Update states, because it's not happening.

Hi @csbbct, I'm not seeing any transactions on the account you are posting with that would be eligible for additional protections. Based on the details you've shared here, we wouldn't be able to look into any potential adjustments for your past transactions as they can only be reviewed for protections within 90 days of the purchase date. If you have any concerns moving forward that an eligible transaction you've reported in good faith is not receiving the appropriate protections, I encourage you to contact Customer Service to have this reviewed.

I can reiterate for everyone to review the eligibility requirements outlined on our Help Page for Seller Protection and to contact Customer Service with account specific questions.

csbbct · ‎02-10-2020

@Anonymous wrote:
Hi @csbbct, I'm not seeing any transactions on the account you are posting with that would be eligible for additional protections. Based on the details you've shared here, we wouldn't be able to look into any potential adjustments for your past transactions as they can only be reviewed for protections within 90 days of the purchase date. If you have any concerns moving forward that an eligible transaction you've reported in good faith is not receiving the appropriate protections, I encourage you to contact Customer Service to have this reviewed.

I can reiterate for everyone to review the eligibility requirements outlined on our Help Page for Seller Protection and to contact Customer Service with account specific questions.

@Anonymous The purchase was 11/2, more than 90 days ago. But service metrics was not showing that return all this time until I looked at the "projected" service metrics that will run on 2/20 and it is suddenly appearing there, three months after the transaction. It's a little frustrating to hear that by the time we realize it didn't work the way we were told it should, it's too late to fix it.

I thought with this new seller protection, if eBay agrees it was a false INAD then the promised protection of the $6 credit AND "We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics." would all happen at the same time and we wouldn't have to call to ask for adjustments. I had three different customer service reps today who said cases will never be removed from service metrics, no matter what, until I insisted they open the Fall Seller Update to read the line I copied above.

In my case the matter has been escalated so I'm not asking you to look at my particular case. Other sellers say they are running into the same problem so I'm asking for confirmation that if eBay agrees that it was a false INAD and gives us the $6 credit, then that claim should also be removed from service metrics because it doesn't seem to be happening and it's an exhausting effort to convince customer service reps that it should be happening and to escalate the issue. Thank you.

Anonymous · ‎02-10-2020

@csbbct wrote:

@Anonymous wrote:

Hi @csbbct, I'm not seeing any transactions on the account you are posting with that would be eligible for additional protections. Based on the details you've shared here, we wouldn't be able to look into any potential adjustments for your past transactions as they can only be reviewed for protections within 90 days of the purchase date. If you have any concerns moving forward that an eligible transaction you've reported in good faith is not receiving the appropriate protections, I encourage you to contact Customer Service to have this reviewed.

I can reiterate for everyone to review the eligibility requirements outlined on our Help Page for Seller Protection and to contact Customer Service with account specific questions.

@Anonymous The purchase was 11/2, more than 90 days ago. But service metrics was not showing that return all this time until I looked at the "projected" service metrics that will run on 2/20 and it is suddenly appearing there, three months after the transaction. It's a little frustrating to hear that by the time we realize it didn't work the way we were told it should, it's too late to fix it.

I thought with this new seller protection, if eBay agrees it was a false INAD then the promised protection of the $6 credit AND "We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics." would all happen at the same time and we wouldn't have to call to ask for adjustments. I had three different customer service reps today who said cases will never be removed from service metrics, no matter what, until I insisted they open the Fall Seller Update to read the line I copied above.

In my case the matter has been escalated so I'm not asking you to look at my particular case. Other sellers say they are running into the same problem so I'm asking for confirmation that if eBay agrees that it was a false INAD and gives us the $6 credit, then that claim should also be removed from service metrics because it doesn't seem to be happening and it's an exhausting effort to convince customer service reps that it should be happening and to escalate the issue. Thank you.

Hi @csbbct, while I won't be able to review all of the details of the transaction from over 90 days ago for discussion, I can confirm that if a transaction is eligible for protection, those protections will be applied along with the return shipping credit. I can only continue to encourage you to review the eligibility requirements outlined on our related help page for any future situations where you believe protection should apply and to follow the steps outlined on the related help page to report your concerns to us.

zamo-zuan · ‎02-10-2020

@Anonymous wrote:
@csbbct wrote:
@Anonymous wrote:
Hi @csbbct, I'm not seeing any transactions on the account you are posting with that would be eligible for additional protections. Based on the details you've shared here, we wouldn't be able to look into any potential adjustments for your past transactions as they can only be reviewed for protections within 90 days of the purchase date. If you have any concerns moving forward that an eligible transaction you've reported in good faith is not receiving the appropriate protections, I encourage you to contact Customer Service to have this reviewed.

I can reiterate for everyone to review the eligibility requirements outlined on our Help Page for Seller Protection and to contact Customer Service with account specific questions.
@Anonymous The purchase was 11/2, more than 90 days ago. But service metrics was not showing that return all this time until I looked at the "projected" service metrics that will run on 2/20 and it is suddenly appearing there, three months after the transaction. It's a little frustrating to hear that by the time we realize it didn't work the way we were told it should, it's too late to fix it.

I thought with this new seller protection, if eBay agrees it was a false INAD then the promised protection of the $6 credit AND "We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics." would all happen at the same time and we wouldn't have to call to ask for adjustments. I had three different customer service reps today who said cases will never be removed from service metrics, no matter what, until I insisted they open the Fall Seller Update to read the line I copied above.

In my case the matter has been escalated so I'm not asking you to look at my particular case. Other sellers say they are running into the same problem so I'm asking for confirmation that if eBay agrees that it was a false INAD and gives us the $6 credit, then that claim should also be removed from service metrics because it doesn't seem to be happening and it's an exhausting effort to convince customer service reps that it should be happening and to escalate the issue. Thank you.
Hi @csbbct, while I won't be able to review all of the details of the transaction from over 90 days ago for discussion, I can confirm that if a transaction is eligible for protection, those protections will be applied along with the return shipping credit. I can only continue to encourage you to review the eligibility requirements outlined on our related help page for any future situations where you believe protection should apply and to follow the steps outlined on the related help page to report your concerns to us.

I'm sorry if I misunderstand, but if the return shipping credit was granted, how could this have been a case where the item is not eligible for protection? Doesn't the shipping credit imply it's eligible?

We've heard so many different claims regarding these protections, it's really hard to understand what is going on when part of the protections apply but not the rest.

What is it, exactly? Are you protected once granted the credit? Does it require ANOTHER approval process after that? Does does buyer need to be determined an "abusive buyer" or else you won't get the protection?

The ramifications of a 90 day limit seem as if they could be drastically different depending on the answer to these questions...

It feels almost as if we're being intentionally ran in circles so we can't properly understand when a seller should or should not be protected. Shouldn't the policy be straight forward?

Anonymous · ‎02-10-2020

@zamo-zuan wrote:

@Anonymous wrote:

@csbbct wrote:

@Anonymous wrote:

Hi @csbbct, I'm not seeing any transactions on the account you are posting with that would be eligible for additional protections. Based on the details you've shared here, we wouldn't be able to look into any potential adjustments for your past transactions as they can only be reviewed for protections within 90 days of the purchase date. If you have any concerns moving forward that an eligible transaction you've reported in good faith is not receiving the appropriate protections, I encourage you to contact Customer Service to have this reviewed.

I can reiterate for everyone to review the eligibility requirements outlined on our Help Page for Seller Protection and to contact Customer Service with account specific questions.

@Anonymous The purchase was 11/2, more than 90 days ago. But service metrics was not showing that return all this time until I looked at the "projected" service metrics that will run on 2/20 and it is suddenly appearing there, three months after the transaction. It's a little frustrating to hear that by the time we realize it didn't work the way we were told it should, it's too late to fix it.

I thought with this new seller protection, if eBay agrees it was a false INAD then the promised protection of the $6 credit AND "We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics." would all happen at the same time and we wouldn't have to call to ask for adjustments. I had three different customer service reps today who said cases will never be removed from service metrics, no matter what, until I insisted they open the Fall Seller Update to read the line I copied above.

In my case the matter has been escalated so I'm not asking you to look at my particular case. Other sellers say they are running into the same problem so I'm asking for confirmation that if eBay agrees that it was a false INAD and gives us the $6 credit, then that claim should also be removed from service metrics because it doesn't seem to be happening and it's an exhausting effort to convince customer service reps that it should be happening and to escalate the issue. Thank you.

Hi @csbbct, while I won't be able to review all of the details of the transaction from over 90 days ago for discussion, I can confirm that if a transaction is eligible for protection, those protections will be applied along with the return shipping credit. I can only continue to encourage you to review the eligibility requirements outlined on our related help page for any future situations where you believe protection should apply and to follow the steps outlined on the related help page to report your concerns to us.

I'm sorry if I misunderstand, but if the return shipping credit was granted, how could this have been a case where the item is not eligible for protection? Doesn't the shipping credit imply it's eligible?

We've heard so many different claims regarding these protections, it's really hard to understand what is going on when part of the protections apply but not the rest.

What is it, exactly? Are you protected once granted the credit? Does it require ANOTHER approval process after that? Does does buyer need to be determined an "abusive buyer" or else you won't get the protection?

The ramifications of a 90 day limit seem as if they could be drastically different depending on the answer to these questions...

It feels almost as if we're being intentionally ran in circles so we can't properly understand when a seller should or should not be protected. Shouldn't the policy be straight forward?

Hi @zamo-zuan, as I have stated previously, protections will apply along with the return shipping label credit. If this was granted, then other protections would also apply. While I understand that you may have heard various claims about these credits, the Help Page I have shared serves as the definitive resource for what is and is not eligible, and how a seller can request protections. The details outlined there are very straight forward, and if something described here does not match up with what is described on the help page there is either a) a technical issue that needs to be address or b) missing details that would explain why the seller was not eligible. Though we won't be able to discuss the specific details of someone's account here, Customer Service would be happy to review specific transactions and address any related concerns.

coffeebean832 · ‎02-10-2020

@Anonymous wrote:
Hi @zamo-zuan, as I have stated previously, protections will apply along with the return shipping label credit. If this was granted, then other protections would also apply. While I understand that you may have heard various claims about these credits, the Help Page I have shared serves as the definitive resource for what is and is not eligible, and how a seller can request protections. The details outlined there are very straight forward, and if something described here does not match up with what is described on the help page there is either a) a technical issue that needs to be address or b) missing details that would explain why the seller was not eligible. Though we won't be able to discuss the specific details of someone's account here, Customer Service would be happy to review specific transactions and address any related concerns.

I guess I should keep an eye on my service metrics when January is reconciled at the end of February. I received a $6 shipping credit, but the service metric mark from that same transaction is still showing on my projected rate ending January 31. Maybe it will drop off when the month's evaluations are complete, but if it doesn't- then according to this post from Trinton I need to address it with CS. If I remember a month from now I'll come back to this discussion let you all know what happens.

sfc_auto_parts · ‎02-11-2020

Hi @Anonymous

I just tried to appeal the service metric ding in question on ebay for business' facebook page and here was the response:

We can't appeal from metrics unfortunately, but know that you're being compared to sellers listing in the same category with similar policies. Let me know if anything else comes up! ~Jasmen

I don't understand how the defect can't be removed from my service metrics when the buyer clearly didn't read the listing. If it was clearly my fault I deserve it, but for this incident. there was no wrongdoing on my end and its not fair that I'm the one being penalized for it.

The item # is 293197049501 for your reference.

Anonymous · ‎02-11-2020

@sfc_auto_parts wrote:

Hi @Anonymous

I just tried to appeal the service metric ding in question on ebay for business' facebook page and here was the response:

We can't appeal from metrics unfortunately, but know that you're being compared to sellers listing in the same category with similar policies. Let me know if anything else comes up! ~Jasmen

I don't understand how the defect can't be removed from my service metrics when the buyer clearly didn't read the listing. If it was clearly my fault I deserve it, but for this incident. there was no wrongdoing on my end and its not fair that I'm the one being penalized for it.

The item # is 293197049501 for your reference.

Hi @sfc_auto_parts, Customer Service is not able to appeal service metrics for you, this would need to be reported through the steps outlined in the Help Page I shared. For reference, the Help Page states you need to report the buyer, and links to the page to do this. This would not be done by contacting Customer Service, but through the steps you can take on your end.

Anonymous · ‎02-11-2020

@Anonymous wrote:

@sfc_auto_parts wrote:

Hi @Anonymous

I just tried to appeal the service metric ding in question on ebay for business' facebook page and here was the response:

We can't appeal from metrics unfortunately, but know that you're being compared to sellers listing in the same category with similar policies. Let me know if anything else comes up! ~Jasmen

I don't understand how the defect can't be removed from my service metrics when the buyer clearly didn't read the listing. If it was clearly my fault I deserve it, but for this incident. there was no wrongdoing on my end and its not fair that I'm the one being penalized for it.

The item # is 293197049501 for your reference.

Hi @sfc_auto_parts, Customer Service is not able to appeal service metrics for you, this would need to be reported through the steps outlined in the Help Page I shared. For reference, the Help Page states you need to report the buyer, and links to the page to do this. This would not be done by contacting Customer Service, but through the steps you can take on your end.

I just wanted to add, @sfc_auto_parts, that you can also report issues and see available updates on your reports by visiting Seller Help (here). Eligible protections would be applied by your next invoice.