Ebay charging 5% extra as a seller penalty for item not described

[stv1175]

I have had a few returns stating item not as decribed when that was not the case. One person returned cause it shoes didnt fit, still but item not as described..another returned for color not as blue as they hoped, put item not described in return. I was told by ebay i have no choice but to accept return. Now Ebay is starting to charge 5% on all my items sold, as a punishment? i called ebay and everytime i call noone knows what they are talking about. One person told me i would be evaluated monthly and extra fee would be removed, not im being told it will be reevaluated every 3 months. The seller cannot win with Ebay. im soooo frustrated! Ebay is getting worse ever year for seller. Its not fair

[downunder-61]

It sounds like when you get a claim for INAD  you are not dealing with it proactively and eBay is having to step in and force refund.

This is the most frequent reason for the additional fee, along with late shipping.

[luckythewinner]

Ebay charging 5% extra as a seller penalty for item not described

Yes, they do. This is explicitly mentioned  in the fee schedule. 

Sellers not meeting performance expectations
Additional final value fees may apply on sales in the following circumstances:

• If your rate of 'Item not as described' return requests is evaluated in your service metrics as Very High in the evaluation on the 20th of the month in one or more categories, you will be charged an additional 5% on the final value fees for sales in those categories in the following calendar month. You can view your personalized service metrics on your Service Metrics dashboard in Seller Hub.

eBay wants buyers to have smooth transactions and a positive experience. Returns are an indication that a buyer is not satisfied. 

eBay does not care why a seller is having return issues; they only care that a seller is having return issues.  eBay has 20 million active sellers and 1.5+ billion items listed and they do not have the time or manpower to investigate the reason behind each return.

Instead, they expect the seller to adapt and fix the return problem on his own. And if the seller can't do that, the seller will pay extra fees to compensate eBay for the drag these returns cause on the site's reputation among buyers. 

[fashunu4eeuh]

I see from your listings that at least some of them say you do not accept returns. As a clothing seller, you may continue to see this trend of NAD claims on your items. Unhappy buyers will find a way to force a return if they are not offered. On eBay, it is in a seller’s long-term interests to accept returns to avoid bogus cases getting opened. Those can damage account standings and then one finds themselves penalized as you have.

[bashort]

---

@downunder-61 wrote:

It sounds like when you get a claim for INAD  you are not dealing with it proactively and eBay is having to step in and force refund.

This is the most frequent reason for the additional fee, along with late shipping.

---

No, has nothing to do with taking returns,  if you have 10 or more not as described returns that is over 1% of the total transactions in a evaluation period ebay assesses a 5% additional final value fee penalty.

Oddly you can be a top rated seller with 0 defects and still get the penalty

[bashort]

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/service-metrics-policy...

[iart]

This kind of thing happens a lot to sellers who 'don't accept returns'.

And I get to read a similar post several times a day.

Hmmmm... I wonder....

[kensgiftshop]

---

@bashort wrote:

---

@downunder-61 wrote:

It sounds like when you get a claim for INAD  you are not dealing with it proactively and eBay is having to step in and force refund.

This is the most frequent reason for the additional fee, along with late shipping.

---

No, has nothing to do with taking returns,  if you have 10 or more not as described returns that is over 1% of the total transactions in a evaluation period ebay assesses a 5% additional final value fee penalty.

Oddly you can be a top rated seller with 0 defects and still get the penalty

---

If sellers accepted returns, buyers wouldn't have to lie and file a false INAD.

I accept returns and my buyers pay return shipping, when I do have a return.

[mandisattictoyz]

Just take them to arbitration over this, I am

[bbravo65]

...some sellers deserved this punishment...

[chpgts]

Hello,

 When sellers get a return request, the return is automatically approved if the seller has returns accepted.

If a buyer request a return and the reason is changed mind, etc , and the seller has not caused the return and was simply a buyer error, why is the seller charged  a defect?

If Managed Payments accepts a payment and the buyer claims the credit card was lost or stolen who takes the loss? Ebay or seller? In the past Paypal would take the loss as long as you did everything correctly. The sellers do not know or approve any credit card or bank transactions. I cannot find any info regarding this.

[luckythewinner]

---

If a buyer request a return and the reason is changed mind, etc , and the seller has not caused the return and was simply a buyer error, why is the seller charged  a defect?

You'll have to explain what you mean by "the seller is charged with a defect". If the seller accepts a remorse return, there is no defect for a case closed without seller resolution.  And if it is a remorse return, it does not count toward the "not as described" service metric (which incidentally is not the same as getting a "defect" - the name "defect" has a very specific meaning on eBay). 

If Managed Payments accepts a payment and the buyer claims the credit card was lost or stolen who takes the loss? Ebay or seller?  I cannot find any info regarding this.

This is spelled out in the payment dispute policy. The seller does not get charged if the reason for the dispute is an unrecognized charge or non-receipt and the seller meets the seller protection criteria by showing adequate delivery confirmation. 

When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction
When a buyer opens a payment dispute because they didn't receive the item or they don't recognize the transaction, sellers will be asked to provide:

• Evidence of successful delivery to the address provided by the buyer at checkout, or
• Proof that the buyer collected the item

If eBay determines that the item was successfully delivered or picked up:

• We will not seek reimbursement from the seller for the disputed amount, even if the payment institution decides that the buyer is owed a refund; and 
• We will waive or refund the seller's dispute fee

https://www.ebay.com/help/policies/selling-policies/payment-dispute-seller-protections?id=5293