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?

Anonymous · ‎02-26-2020

@sfc_auto_parts wrote:

@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?

Hi @sfc_auto_parts, though I am not able to provide an expectation for the typical review time frame, you will be able to see protections applied by your next invoice.

bargainbigly · ‎02-26-2020

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.

IMO, that so called seller protection I think was just to cover themselves legally. Haven't talked to a single seller who has had a single SNAD removed from their metrics ever.

Just assume that protection doesn't exist, cause it really doesn't.

Best of luck to you.

sfc_auto_parts · ‎02-26-2020

Are you serious? So how are we protected against false snads?

I'm having the same issues where the buyer admitted they made the mistake.

@Anonymous If these dings on our service metrics aren't being removed why are we reporting the buyers? Thanks

brettyg599 · ‎02-26-2020

Every time you report a buyer for doing something wrong ebay takes a little note and puts it in a glass jar. Then once that glass jar is full, they close it and bury it 1000 feet under the ocean floor and then open a new glass jar and show it off for being nearly empty because they have so few of problems with buyers on the site.

This is done by tiny ninjas with very tiny little gloves and a propensity for evil being overseen by 1 very large fat pig dressed in business attire.

frugality_inc · ‎02-26-2020

Good luck getting eBay to remove the false SNAD from service metrics and getting your shipping label credit.

Have a ridiculous amount of false SNADs in a excel file that eBay has not reimbursed or removed the false SNAD from service metrics. Yet still stuck paying 5% on categories that have unrealistic average peer metrics of 0.10% as shown in screenshot attachment.

Called 4 separate times since middle of January. 100% of the base representatives say it cannot be appealed, yet eBay's website says otherwise. Even had 2 supervisors that had no idea about the policy. Even told they'd call me back within 3 business days after they investigated. NEVER received a call back.

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html#m22_tb_a1_4

"If you are a Top Rated Seller and a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $6 per return. You’ll receive the return shipping label credit on your monthly invoice. We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics."

Pure highway robbery.

Anonymous · ‎02-26-2020

@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.

IMO, that so called seller protection I think was just to cover themselves legally. Haven't talked to a single seller who has had a single SNAD removed from their metrics ever.

Just assume that protection doesn't exist, cause it really doesn't.

Best of luck to you.

Hi @bargainbigly, I recommend you contact Customer Service to discuss the reports you've filed as I believe there might be something going on with your reports. As long as a seller in good standing is reporting honestly, the protections we outlined last autumn should apply automatically. I've seen these protections apply successfully on countless occasions since we introduced these protections.

Anonymous · ‎02-26-2020

@frugality_inc wrote:

Good luck getting eBay to remove the false SNAD from service metrics and getting your shipping label credit.

Have a ridiculous amount of false SNADs in a excel file that eBay has not reimbursed or removed the false SNAD from service metrics. Yet still stuck paying 5% on categories that have unrealistic average peer metrics of 0.10% as shown in screenshot attachment.

Called 4 separate times since middle of January. 100% of the base representatives say it cannot be appealed, yet eBay's website says otherwise. Even had 2 supervisors that had no idea about the policy. Even told they'd call me back within 3 business days after they investigated. NEVER received a call back.

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html#m22_tb_a1_4

"If you are a Top Rated Seller and a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $6 per return. You’ll receive the return shipping label credit on your monthly invoice. We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics."

Pure highway robbery.

Hi @frugality_inc, if you are rated Very High, you are not eligible for these protections. This would be why nothing is being removed when you report it. You can read more about eligibility here.

frugality_inc · ‎02-26-2020

How would one appeal false SNADs that got them to very high in the first place?

Anonymous · ‎02-26-2020

@frugality_inc wrote:

How would one appeal false SNADs that got them to very high in the first place?

Hi @frugality_inc, the ability to report false not as described claims to us is an added protection for eligible sellers. If a seller is not eligible for these additional protections, they are still welcome to report concerns, but would not have them removed from their service metrics. A seller would need to work towards getting their account back into good standing to qualify for the extra protections we are discussing here. Sellers have asked us to take their history into account when determining protections, and this is an example of how we do that - a history of successful transactions is met with enhanced protection options.

frugality_inc · ‎02-26-2020

Doesn't it seem a bit ridiculous to not have a ability to remove false SNADs that got a seller to very high in the first place?

Based on the verbiage of your posts, once a seller is rated 'Very High', there is absolutely no way to remove metrics. Defeats the purpose of these so called protections.

Can say with confidence based on the screenshot attached in my first post on this thread is sufficient for a history of successful transactions for that category. However, having a peer rate of 0.10% is beyond absurd. Even if all SNADs were true (which are not, backed up by evidence), 1.35% is below industry norms.

Just proves how this program is nothing but a money grab.

sfc_auto_parts · ‎02-26-2020

Hi @Anonymous

I called customer service to follow up on a report for a transaction in January and customer service had no records of it. I tried resubmitting the report on the page you’ve forwarded in the past and I received the message I can’t report the transaction twice

i told customer service what happened and the agent submitted a report on my behalf. There seems to be some disconnect between what is shown online and CS.

I know I meet all the criteria for the new protections that was implemented last fall.

brettyg599 · ‎02-26-2020

@Anonymous

As I have detailed to you and many others have it is showing him at very high with less than 1.5% SNAD claims. That seems very low, and definitely not industry standard for sports apparel on the internet. This is the reason ebay needs to disclose how this information was gathered and how his peer group percentages were calculated.

Based on the total number of sales in his graph he is a HUGE seller on ebay and you guys should seriously take notice to help protect him. Honestly he deserves a call back from a manager or specialist to review his SNADS and try and help where they can. The fact you are just dismissing it makes me sick as a business professional.

This guy makes ebay tons of money and shown in his graphs nearly 99% of the time delivers the product he sold and has a satisfied buyer. If you guys won't try and help him, what hope is there for any of us?

Step up man. He deserves it and ebay is better than this, to just say TOO BAD is not good enough. Put yourself in his shoes and investigate the false claims he is saying he has evidence of and see if there is validity. He is owed that.

Anonymous · ‎02-26-2020

@sfc_auto_parts wrote:

Hi @Anonymous

I called customer service to follow up on a report for a transaction in January and customer service had no records of it. I tried resubmitting the report on the page you’ve forwarded in the past and I received the message I can’t report the transaction twice

i told customer service what happened and the agent submitted a report on my behalf. There seems to be some disconnect between what is shown online and CS.

I know I meet all the criteria for the new protections that was implemented last fall.

Hi @sfc_auto_parts, while Customer Service should be able to confirm that a report was filed, they would not be able to report these situations on your behalf to initiate automatic protections that you may be eligible for, nor would they be able to review the transactions to apply these protections for you. The eligibility requirements outlined on our Help Pages include a requirement for the seller to report the buyer, which could be done through the request or via the Seller Help section of eBay, but reporting concerns directly to Customer Service would not qualify.

My recommendation to contact Customer Service to discuss these situations was specifically so they could review your account details and discuss any eligibility issues that are present. A seller would need to report any concerns they have directly through the site to qualify for enhanced protections.

frugality_inc · ‎02-26-2020

Sadly at this point I don't expect eBay to change this program as it helps cover eBay's dividend and stock buybacks. Seen arguments in 2018 when this program was being rolled out where this fee is supposed to help recoup the cost of potential lost customers via advertisements. As we've seen, eBay has reduced advertisement spending. Quite odd isn't it?

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 peer levels with zero transparency behind the calculation of those levels, how is this program in its current state beneficial to the platform? 0.10% average in prior screenshot proves this.

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? eBay cannot argue that it would be difficult to implement. This would help fix part of the problem with unrealistic peer levels.

Doesn't matter if annual 7 figure seller or 3 figure seller. Sellers who bring up legitimate concerns backed up by evidence should be looked into further. When sellers have to spend time on shenanigans like this, it takes away from that seller being able to focus on other things that generate more business for both seller and eBay.