mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Ever have one of those moments where you feel completely misunderstood. Or you ask a question and the answer is in a language you don't understand. Ok maybe I didnt word my question properly, but time was running out on the chat so I rushed. I just want to know why a SNAD return request, that buyer later admits is as described and withdraws her return request, is a defect in my Performance rating. There was no return or refund. I went back to the case details and all the correspondence is there, so not sure what comment about "messages you removed" means. Anyone make sense of Trinton's answer. I feel so dense right about now.
The thing to keep in mind is between now and Sept, this SNAD request actually is NOT a defect on your account nor does it in any way count against you in the eval stats.
But come Sept. it will be different and it is retroactive. In Sept. the mere fact that the SNAD was opened, not matter the reason or outcome, it counts against you. It is NOT a defect by itself. It becomes part of your Return Rate. That percentage if over a certain amount YTD, will then count against you. And depending on what your eval period is [90 days or 12 months], it is retroactive to cover that period of time.
So YES. Call Ebay and see if you can get this removed from your stats. Do that ANYTIME you have even the slightest chance of having one removed. Because come Sept. it could be very important. And if you are one of those unlucky sellers that gets downgraded to a Below Standard status, your FVF rates go up by about 40% until you get back to Standard and above.
@Anonymous wrote:Thank you. I will call CS. This was my first SNAD request. I have one other return request from July 2017 which I refunded because the plates arrived broken. With those two requests, my percentage is over 1.12.
I just checked my Performance chart to retrieve that percentage. I don't have any "Transaction Defects" just the defect on Return Rates. I guess I should call anyway. I enjoy my business and taking care of my buyers but this Performance minutiae is so confusing.
YES you should call. Since the look back is 12 months, you just have no way of knowing what is going to happen in the future. You could suddenly get hit with 2 or 3 RRs. So ANYTIME there is even the slightest chance you can get on removed. Take the time and CALL. Try to get it removed.
Good Luck!
@Anonymous wrote:So the first CS was no help. She is having the next tier call me. I explained about the upcoming FVF penalty if my RR is too high. Update: CS just called and said my return record cannot be removed even if buyer "withdrew" the request. Her supervisor informed her that FVF would not be raised based on RR--only visibility and placement affected. So are we talking apples and apples? Is it Return Rate RR or Transaction Defect Rate that will trigger higher FVF and lack of visibility/placement?
@Anonymous
Well then, the only thing to do is tag Trinton and get his view on this issue. Maybe he will have another suggestion for you and us.
@Anonymous wrote:
Ever have one of those moments where you feel completely misunderstood. Or you ask a question and the answer is in a language you don't understand. Ok maybe I didnt word my question properly, but time was running out on the chat so I rushed. I just want to know why a SNAD return request, that buyer later admits is as described and withdraws her return request, is a defect in my Performance rating. There was no return or refund. I went back to the case details and all the correspondence is there, so not sure what comment about "messages you removed" means. Anyone make sense of Trinton's answer. I feel so dense right about now.
Hi @Anonymous, so sorry for the typo. It should read "messages you received reviewed for options." I apologize if you feel misunderstood, and I can reiterate that contacting Customer Service is your next best course of action to work on a resolution. Let me know if you need anything else!
