Have you gotten a SNAD defect removed when buyer doesn't return item?

[bigdeals.etc]

A buyer filed a SNAD saying one sleeve is way shorter than the other. He failed to return the item during their allowed window and the return closed in my favor.

What chance do I have asking ebay to remove the SNAD defect? It's possible that it's a false SNAD and the buyer made an attempt to get a partial or full refund (and keep the item) from me. That's why they decided to keep the item. I understand that it could just be a lazy buyer as well... but will my reason be valid enough to get that defect removed?

Has anyone successfully done something like this?

[postingid7659]

I thought the case closing in your favor meant no defect. 

[bigdeals.etc]

---

@postingid7659 wrote:

I thought the case closing in your favor meant no defect. 

---

I guess I should have said "ding". You don't a defect for "closed without seller resolution", but you get a ding on your seller metric for the SNAD regardless who wins, correct? Has anyone successfully removed that ding in a similar situation as mine?

[inhawaii]

I didn't even know you got a automatic defect for a SNAD, especially one where you accepted the return.

If you did get a defect in this case, it just seems logical that it should be removed.

[bigdeals.etc]

---

@inhawaii wrote:

I didn't even know you got a automatic defect for a SNAD, especially one where you accepted the return.

If you did get a defect in this case, it just seems logical that it should be removed.

---

Yea unless policy changed and I didn't know... when seller metrics were introduced I confirmed with CS many times that the minute a buyer files a SNAD for whatever reason (valid or invalid) the seller gets a ding in their seller metrics. It stays regardless of the outcome of the return. It was only until not too long ago ebay gave sellers to fight back (abusive buyer policy) to help remove these dings.

[pjcdn2005]

I suppose there are always exceptions but reps in the past have said that those 'dings' on your metrics will not be removed.  They 'may' have said that if it puts you in danger of being in a very high category they may look at it but I could be getting that part confused with something else.  

I don't recall anyone mentioning that they've gotten them removed but that doesn't mean it hasn't happened.  I haven't tried to do it.

[postingid7659]

CS is often wrong, too.

If this is accurate it should be something to fight because it's unfair to ding you for a buyer who then never follows through with an actual return. 

[48hrs-clothing]

If your Seller level/performance shows defect relating to this transaction then you can ask CS to remove this and in my experience in your case they will remove the defect, however the problem does not go away as this defect is also recorded in your seller metrics and CS has no way of removing this. They can not even access this part of your account.

eBay use these seller metrics for a 3 month cycle to determine how to penalise sellers.

If your seller metrics are high in one of 2 categories" Items not as described and Items not received "and if your metrics go into high then eBay charges you an additional minimum 4% final value fees on top of their standard FVF. 

In my experience 99% of buyers claiming INAD is to ensure that they can return an item without paying return postage and or to by pass seller's no return policy.

Buyer is not required to provide any evidence to support their claim of INAD.

eBay will not take any action even if buyer messages shows that wrong reason has been selected when opening a return case, or buyer does not return the item resulting in case being closed without a refund to buyer. 

Every one can decide for them selves if this practice is actively encouraged or eBay have not thought this through as this shady practice results in sellers paying postage to send the item and then return postage and a potential increase in FVF for minimum 1 months total sales and possibly up to 3 months sale.

Win win for the postal service provider, buyer and platform.

Sellers increase their prices to offset this shady practice and again that results in higher $ figure for the platform and their payment processing partner as their fees are a % of total sale value and decent honest buyer end up footing the bill, so we victimising those who cause no harm.

To protect your business I would recommend that you report the buyer  as that is the only thing that you can do.

[coffeebean832]

Seller Defects (case closed without seller resolution) and Seller Metrics are completely different animals. You shouldn't have a defect if you accepted the return, but you will have a hit on your metrics.

If the buyer is reported and eBay determines that they abused the returns process, then the mark will be removed. If the buyer isn't reported then eBay won't review it. I've seen mixed results with what sticks to my metrics and what doesn't.

While you suspect that it could be a false SNAD- you indicated that you don't know for sure. Without having received the item back you can't confirm one way or the other so there wouldn't be a report to file. Not on this one, at least.

[bigdeals.etc]

---

@pjcdn2005 wrote:

I suppose there are always exceptions but reps in the past have said that those 'dings' on your metrics will not be removed.  They 'may' have said that if it puts you in danger of being in a very high category they may look at it but I could be getting that part confused with something else.  

I don't recall anyone mentioning that they've gotten them removed but that doesn't mean it hasn't happened.  I haven't tried to do it.

---

Yea I'm guessing there's been a lack of training on this part. I guess I'm still going to try and see.

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html

"Return shipping label credit for false “item not as described” claims

If you are a Top Rated Seller and a buyer falsely claims an item was “not as described,” we’ll protect you on eligible transactions. If a buyer falsely claims an item was “not as described,” we’ll reimburse your return shipping label cost up to $6 per return. You’ll receive the return shipping label credit on your monthly invoice. We’ll also automatically remove any negative and neutral feedback, defects, and open cases in service metrics."

[fern*wood]

Since you have clarified that you know this isn't a defect, I'm pretty sure there is nothing more you can do.  I've read many times that management states the return metrics are what they are since most sellers can get faux returns.   Even snad returns opened for the wrong seller and immediately closed are counted.  They assume most sellers have about the same number of this type, so they just count them all and feel that is the fairest way to deal with them.

[gwzcomps]

I am not aware of them removing them for this reason.  I think eBay's claim was that the buyer having to open a case was considered a bad transaction regardless of the outcome.  The logic makes no sense, since eBay incentivizes buyers to open claims.

[katzrul15]

---

@fern*wood wrote:

Since you have clarified that you know this isn't a defect, I'm pretty sure there is nothing more you can do.  I've read many times that management states the return metrics are what they are since most sellers can get faux returns.   Even snad returns opened for the wrong seller and immediately closed are counted.  They assume most sellers have about the same number of this type, so they just count them all and feel that is the fairest way to deal with them.

---

^^^This has been our experience as well.  Do you still have access to Concierge?  If yes, does not hurt to ask.

[bigdeals.etc]

---

@fern*wood wrote:

Since you have clarified that you know this isn't a defect, I'm pretty sure there is nothing more you can do.  I've read many times that management states the return metrics are what they are since most sellers can get faux returns.   Even snad returns opened for the wrong seller and immediately closed are counted.  They assume most sellers have about the same number of this type, so they just count them all and feel that is the fairest way to deal with them.

---

Yea I remember hearing this reason too from CS when these metrics were first introduced. Just seeing if anyone has successfully had one removed by invoking the abusive buyer policy I stated above with something that isn't 100% certain (since I don't have the item back).

[randysauto01]

The word logic and ebay can't be used in the same sentence. At least not in the way that us sellers look at the word logic. Ebay has their own interpretation.