FALSE SERVICE METRICS

[whiteyswrecking]

So here is ebay's service metric and what a joke they are . 

So I have 12 returns 

( 4 ) WRONG ITEM SENT

( 6 ) DEFECTIVE

( 2 ) NOT AS DESCRIBED

Look at the metrics ::: 

• Total transactions: 907
• Item not as described: 12  *************************** THIS NUMBER SOULD BE  ***** 2 ****
• 12 / 907 = 1.32%

NICE WAY TO HOSE US SELLERS

• 

   

[forward-motion]

Wrong and defective count as not as described. 

If you sent an wrong item, that is not as described.

If your item was defective and not listed that way it is not as described. 

So yes that is 12 not as described. 

[bigdeals.etc]

I think ebay messed up with their verbiage. It should be:

( 4 ) WRONG ITEM SENT

( 6 ) DEFECTIVE

( 2 ) OTHER NOT AS DESCRIBED ITEMS

[whiteyswrecking]

I disagree,

[forward-motion]

It's not anything to agree or disagree about. If you send me a wrong item or a defective item, it is not as you described it in your listing. That is just a fact.  

[stacy_pme]

Also, even if the buyer decides to not return the item.... maybe they realize that you are going to require them to return the item, and they want to keep it, or they know that the item will be authenticated and they lied for the reason of the return, etc....  Whatever reason they would have to start a return, but not follow through with it.... eBay still counts it as a fault against service metrics.  Only the actual returns should count, not the ones where someone starts a return claiming your item isn't authentic (when it is), and you are following the return by enforcing that they actually return the item, in order to receive a refund.... so they back out and keep the item... They were just hoping you'd offer a return and let them keep the item....   So when they see that's not going to happen, they don't send the item back.....     Those should not count!

[katzrul15]

How would you classify the others then? 

Returns are either SNADs or Remorse returns (i.e. I changed my mind). 

Defective would be "not as described" as you likely advertised a working one, correct?  Wrong item received would be "not as described" as it is not the item advertised/shown in the listing.  

[monster-deals]

Your agreement or disagreement matters little if you are not getting the proper items in the condition promised to your customers.

Do better.

[1tuna]

this is my number for returns

1.38%            20 of 1,453 transactions

thats about what I average....... I looked at my dashboard and cant really find the place to tell me how many of them are not as described.

I think these two figures  are very important 

Transaction defect rate
0.00%
0 of 1,453 transactions

Cases closed without seller resolution
0.00%
0 of 1,453 transactions

my return rate is ausally around 1%  to 1.35 %

I wish there was a way you could turn those defects into plane jane returns

[thedesignerrack]

Could not agree more... Ebay should NOT count SNAD's when the item is not returned.

I can give numerous examples where Buyer's mistakenly filed an item not as described only for us to address their mistake (Whether it be by directing them to photos or the description in listing) resulting in them keeping the item. I have even had Buyers openly state they made a mistake filing a SNAD and just kept an item only for Ebay to ding me in the Service Metrics. Yes we report when we see return abuse (We offer free returns on 95% of what we sell and some buyers in the 5% group do in fact make false SNAD's in order to avoid return shipping cost). 

Did you know Ebay lowers the PEERS rating by 20% on average each month thus bumping Sellers in their projected HIGH rating into VERY HIGH with the same exact score? That equates to 1 in 5 defects being removed for our so called PEERS. I challenge anyone to monitor the PEERS Projected Rate totals shown on the 20th of each month and then on the 21st when they become the new Current Rate. You will see that the PEERS numbers are lowered by 20-21%. (Keep in mind I am not saying a projected .75 is now .50 but rather a .75 now becomes .60). According to every customer service rep I has spoken with you can not get these defects removed not matter the reason but apparently our PEERS can.

Bottom line... Ebay has no integrity with how they adjudicate the 5% penalty.