CS won't remove Service Metric Defect for False SNAD

[wdiptr]

Sold a remote for $10. Item title, condition, and description said *NO BATTERY COVER*. And the item was clearly under the used category. Buyer opened a snad. Then I get the attached message from CS. So I call and the first CS Rep won't remove the return defect from my service metrics. So I ask to speak to a manager. He too would not remove the snad.

[mam98031]

They can't do this at this time.  It isn't something Ebay allows at this time.  

But there is light in the horizon.  We have some new seller protections coming October 1st.  I know that doesn't help you now, but in the near future they will be able to do this for you.

https://static.ebayinc.com/assets/Uploads/Documents/2019-eBay-Open-Seller-Protections.pdf

[lasantino]

@mam98031   mam,, i hesitate to even write this,, because so far,, it's still showing up in my metric..

but the other day.. i was talking to cs,, regarding two cases that had been found in my favor.. ... one the item was never sent back to me.  the other, the case was decided in my favor and i wasn't required to give a refund. 

the cs rep basically opened up the seller metrics chart on my account and on those two cases, she processed an appeal and then assured me they would not affect my seller performance or metric.... 

I asked over and over is she sure,, because seller metric is different than seller performance blah blah... anyway,,i then requested the call id number  because she clearly said that both of these would be removed from my seller metric calculation and therefore i would not be in the very high category this coming month...   

if it makes any difference.. both of these returns happened after the 20th(which i think is the date that the next months metric is calculated)..  and she removed them before today,,the 1st.. which is when the ebay commissions are calculated.. so,, we'll see,,,  as i've learned.. we get told a lot of things ,., many of them wrong..   

however.. just wanted to relay this to you and see if you have heard anything similar.?

[mam98031]

@lasantino 

The eval that happens on the 20th of each month is for the period ending the PREVIOUS month.  For example the July 20th eval was for the period ending June 30th.  The eval that will happen on August 20th will be for the period ending July 31st.

As for your metrics.  If they were removed, which is highly doubtful, you should be able to tell.  Compare your number in your Service Metrics to the information on your Dashboard for your Return Rate.  If your Service Metrics numbers are lower, then they may have removed them.

The only reason they can currently removed them if Ebay has labeled the buyer abusive.  That is NOT the same as deciding that a Return Request was abusive or abusing the system.  The buyer has to have a few reports by different seller for Ebay to actually label the buyer as abusive.

This week on the Chat we discussed this.  It may help.

https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-July-31-1-00-pm-PT-General-...

And this is a thread I did a few weeks back on the Seller Protection that was announced in the Spring Seller Update.

https://community.ebay.com/t5/Selling/April-s-Seller-Protection-Update-in-Action-or-Lack-of-Action-a...

[lasantino]

@mam98031 

my dashboard has all returns.. not just returns opened as snad...

or am i missing something,, 

also,, i do know when the cs rep opened my seller metric report..  i also downloaded mine,, and there were things on my report that were not on her report.  she said this was because the cs reps on their end saw a different view..

it didn't make sense to me,, but I asked her about a certain snad return.. and she said it wasn't even on her list because it wasn't counted against me.  

[wheredidiputthatremote]

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@mam98031 wrote:

They can't do this at this time.  It isn't something Ebay allows at this time.  

But there is light in the horizon.  We have some new seller protections coming October 1st.  I know that doesn't help you now, but in the near future they will be able to do this for you.

https://static.ebayinc.com/assets/Uploads/Documents/2019-eBay-Open-Seller-Protections.pdf

---

@mam98031 - it makes absolutely zero sense.  If a buyer opens a SNAD based on the remote did not come with a battery cover and that it was not new - and the listing states 3x in the title, condition, and description in all caps NO BATTERY COVER - and the listing clearly says used - how is this not a false SNAD that should not be allowed to effect my metrics?  It's the most illogical experience I have ever had here.  Frankly, it's not about the funky $10 - I have already refunded.  It's about the Metrics.

[mam98031]

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@lasantino wrote:

@mam98031 

my dashboard has all returns.. not just returns opened as snad...

or am i missing something,, 

also,, i do know when the cs rep opened my seller metric report..  i also downloaded mine,, and there were things on my report that were not on her report.  she said this was because the cs reps on their end saw a different view..

it didn't make sense to me,, but I asked her about a certain snad return.. and she said it wasn't even on her list because it wasn't counted against me.  

---

There is a spot, almost center screen in that area of your dashboard that says See All Returns.  You can click on that and see the details of the returns you have for the period.  You may need to play with the screen a little, but you can see everything there.

I don't know what that CSR was talking about or if they knew what they were talking about.  You can see your Service Metrics report anytime you want. 

Go to the Seller Hub

Hover over the Performance Tab.

From the drop down menu that appears select the last item Service Metrics.

There you can see all the information as well.  Just below the graphics is a button where you can Download Report if you desire.

[mam98031]

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@wheredidiputthatremote wrote:

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@mam98031 wrote:

They can't do this at this time.  It isn't something Ebay allows at this time.  

But there is light in the horizon.  We have some new seller protections coming October 1st.  I know that doesn't help you now, but in the near future they will be able to do this for you.

https://static.ebayinc.com/assets/Uploads/Documents/2019-eBay-Open-Seller-Protections.pdf

---

@mam98031- it makes absolutely zero sense.  If a buyer opens a SNAD based on the remote did not come with a battery cover and that it was not new - and the listing states 3x in the title, condition, and description in all caps NO BATTERY COVER - and the listing clearly says used - how is this not a false SNAD that should not be allowed to effect my metrics?  It's the most illogical experience I have ever had here.  Frankly, it's not about the funky $10 - I have already refunded.  It's about the Metrics.

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Please don't mistake my ability to explain a policy or procedure with my agreement with it.  The two are NOT the same.

I'm a very vocal opponent of the Service Metrics for many reasons, since it was announced.  So we don't disagree on this.

@wheredidiputthatremote 

[kat-atomic]

Totally feeling you guys' pain & hope some moderators are reading the Service Metrics posts on the boards.

Here's my experience tonight

 I had a customer open a request at 10:12 PM tonight saying
Reason: Changed my mind.

1 minute later At 10:13 she closes the request saying: Please send me this item.

So I check my info on her order and find that she ALREADY got her item back in July, so I have no idea what any of that request meant.

But it's still going to count in my service metrics. I had heard they were working on that issue so I stupidly called the eBay performance team to ask if the case could be removed from my Service metrics under the circumstances detailed above = NO fault of mine.

Rep gives me the 'service metrics are for your own good' speech which I refute heatedly, since cases like this don't 'teach me' anything about improving my business, but she just doesn't get it and says basically 'it's just the way the program works' She was nice enough to me, but of NO help at all.

I have also gotten a number of 'item not received' cases, where tracking shows item WAS received, but those are going to count in my Service metrics too.

The reps try to say the Service metrics are so that sellers will have strong communication with buyers, but allowing 'item not received' cases, to count in 

Service metrics, won't be helped by any more communication than I already provide.

I upload tracking, so the buyer already has that.

If a buyer messages me, I one of the fastest reply times to them on eBay,

so I already have very strong communication with my customers.

It's this simple. If a case is closed in the seller's favor or if the buyer closes it for any reason, that case should NOT count against us in our Service metrics.