mam98031 • Volunteer Community Member • Buyer/Seller since 1999
JUST VENTING.... I just had a customer open up a return for "Wrong Item Sent" and in the notes the buyer puts.... "need the pierced earrings". The item title was Joan Rivers Clip On Earrings.... the pictures show the clips. The description includes Joan Rivers Clip On Earrings. I sent the correct item.
Come on, Ebay. Really??? That's going to count against me as an INAD return. Uggghhhhhh!!!!!!
It's hard to sound pleasant when your informing the buyer that they did something wrong and I really don't like having to do it, but Ebay is leaving me no choice. & now another buyer on my BBL because of this. The INAD return penalty is so so lame. Actually leads to worse customer service if you ask me.
We need a way to appeal wrong return reason!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
@webwanna wrote:
@mam98031 wrote:There are so many of us that completely agree with you and feel your pain. Unfortunately you need to take care of the customer and process the claim. But once it is done, appeal the claim and report the buyer. This is really important. We ALL need to be reporting these buyers that misuse or abuse the return system. The Spring Seller Update is giving us more of an ability to do this.
But what is really good about the Update is that if Ebay does deem this claim was abusive, they CAN remove if from your Service Metrics numbers as well as reverse the claim. So REPORT. While it isn't anything that is going to be instant, it is all we have at this time. But it is more than we had last month. Because before the Spring Update we had NO WAY of getting a SNAD / INAD off our Service Metrics records.
I hate to be a downer, but we still have no way to get an INAD removed. The definition of insanity is doing the same thing over and over again, but expecting different results. That Spring Seller Update was a joke.
True, if you aren't willing to use the process in which was outlined in the Spring Seller Update, you won't be able to get it removed from the Service Metrics. That is a choice for each of us to make.
@zamo-zuan wrote:
@crimsonred123 wrote:There is a way to appeal a wrong return reason. Go to Resolution Center. Select buyer made false claim. Claimed the item was not as described when that wasn’t true.
https://spd.ebay.com/RBASellerHub
Reporting doesn't actually appeal the return reason (at least from what we are told). All it supposedly does is flag them as an "abusive buyer" which may help some future sellers. But your return reason won't be removed no matter what.
While appealing a claim is a separate function, the Spring update does offer some additional help for sellers. The highlighted statement below is from the Update and is NOT dependent upon a seller filing an appeal on a claim.
New abusive buyer protections and reporting feature update
We're implementing stronger measures against buyers who don't follow eBay's abusive buyer policy. We're introducing new measures to proactively find abusive buyers, prevent them from filing return requests, and in some cases suspend them. When we find that a buyer violated the policy, we will remove any feedback and defects, including opened cases in service metrics.
We've also made it easier for you to report buyers who violate eBay policies. Now when you report a buyer, you can more clearly describe what the buyer is doing to help us investigate potential policy violations and take actions to protect you.
https://pages.ebay.com/seller-center/seller-updates/2019-spring/seller-protections.html
@webwanna wrote:JUST VENTING.... I just had a customer open up a return for "Wrong Item Sent" and in the notes the buyer puts.... "need the pierced earrings". The item title was Joan Rivers Clip On Earrings.... the pictures show the clips. The description includes Joan Rivers Clip On Earrings. I sent the correct item.
Come on, Ebay. Really??? That's going to count against me as an INAD return. Uggghhhhhh!!!!!!
It's hard to sound pleasant when your informing the buyer that they did something wrong and I really don't like having to do it, but Ebay is leaving me no choice. & now another buyer on my BBL because of this. The INAD return penalty is so so lame. Actually leads to worse customer service if you ask me.
Ebay never intended the INAD policy to lead to better customer service. It was put into place to once again line Ebays coffers with more fees from the Sellers pockets as they have no idea how to fix the site so that buyers come back and new buyers search for what they want on Ebay, which is reflected in their continuing downslide in market share. Other sites are growing in double digits and Ebay actually had negative GMV last quarter. They have to make additional revenue somehow, hence the excessive SNAD penalty fee of 5% while the Seller is compared to peers that they have no way of verifying or verifying if the information that Ebay is using is actually accurate.
@webwanna wrote:
@mam98031 wrote:
That Spring Seller Update was a joke.True, if you aren't willing to use the process in which was outlined in the Spring Seller Update, you won't be able to get it removed from the Service Metrics. That is a choice for each of us to make.
The process hasn't changed. Ebay isn't holding up their end of the deal. I have been reporting abusive buyers to no avail. They were supposed to be taking care of abusive buyers for years. They've done nothing. Now Ebay is penalizing sellers for Ebay's laziness/incompetence/failure to remove incorrect INAD returns from service metrics. It's a joke. A sick sadistic joke.
My choice is to start educating buyers every time they select a wrong return reason and then BBL them. That's my choice. Those buyers might not like being scolded by a seller just because they want to return something. That's really unfortunate.
I'd say that is pretty hard to judge this already. The process HAS changed with the Spring Update. Prior to this, we had NO WAY at all to get ANYTHING removed from the Service Metrics number no matter what the reason was with the exception of Ebay error.
So while the process still needs improvement, I completely agree with that. Ebay has taken a step to help improve things for sellers that we did not have access to before. Only time will tell if Ebay is really stepping up to help us or just blowing smoke. But it is way too soon to make that determination yet. I do understand skepticism and Ebay has earned that, but they had to start somewhere. Nothing will be perfect and nothing will sooth all sellers. But it is a start with more to come this summer, or so they say. I'm willing to welcome any changes with open arms that gives us some resources to start to battle this ever growing problem.
