High Rate of Returns

[buddyboyusa]

Received message from eBay that I have a high rate of returns during the last 12 months. My rate of returns is 4.57% or 36 returns out of 787 orders. However, only half the defects were for not as described, damaged items or items not received. The other half were returned by buyer because they order my mistake, item did not fit or they changed their mind. I offer  returns , buyer pays shipping, and a few free returns. My question, am I missing something or does eBay charge you a defect for every item return. Thanks

[mtgraves7984]

My question, am I missing something or does eBay charge you a defect for every item return. 

@buddyboyusa 

I think that I've read here lately that a defect is what every Return incurs now. I hope somebody will correct me if I'm wrong...

[gwens*4saleitems*]

Short answer, yes, ANY return is a defect.

[iamalwaysright]

I don’t know what category you sell in, but 4.5% sounds high to me. AFAIK there are no defects for remorse returns, yet. Who knows what it’ll be like in the future. I think ebay is showing your overall return rate as an FYI.

[vintagecraze50]

Your return rate is calculated on all returns I believe. Not a really good metric if you ask me and never really was unless you are getting massive returns for defective merch etc. People are return happy everywhere it seems. Some buy it wear it, share it, tear it and borrow it.

[vintagecraze50]

Then of course you have the ole Amazon try it before you buy it which is basically the same ole thing. A return.

[mtgraves7984]

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@vintagecraze50 wrote:

Your return rate is calculated on all returns I believe. Not a really good metric if you ask me and never really was unless you are getting massive returns for defective merch etc. People are return happy everywhere it seems. Some buy it wear it, share it, tear it and borrow it.

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I just checked my Returns for (a whopping 48 orders) the past 12 months. I had one (a remorse Return) that was opened on 11/13/23 and closed on 11/27/23 and my Return Rate is 2.08%.

I don't see where it is listed as a 'Defect', though... what do you know that we don't, @gwens*4saleitems*? 🤔

[stainlessenginecovers]

It is still only measured (the ones that count) for 'Not As Described' and 'Not Received"

Half of 36 is 18 and 18 out of 787 is .023% (over 2%) which is usually considered high.

You can go to 'seller hub' and at top, hover over PERFORMANCE and scroll down to SERVICE METRICS and you will see what they show, you vs. your 'peers' in your category for those 2 reasons. 

Looks like this:

[fashunu4eeuh]

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@gwens*4saleitems* wrote:

Short answer, yes, ANY return is a defect.

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It is not a written policy, but i am afraid that is the direction eBay could be leaning towards. It is akin to Feedback not counting as part of our seller metrics, but is it in some way an unspoken policy that eBay uses to judge sellers behind-the-scenes? (They say not, but sometimes i wonder tho i am not given to conspiracy theories.)

[12345jamesstamps]

I think I had two returns...last year...never affected my account. I do refunds immediately....I don't argue.

I work with the buyer. If buyer wants a refund or return...I will do it. I never let eBay escalate the claim.

I think the problem is you are letting eBay escalate the outcome of returns and refunds.

[chapeau-noir]

Refunds for remorse, didn't fit, etc., are NOT counted as defects. They are counted in the overall percentage of returns, but not as a defect. I sell clothing so I know a fair amount about returns.

ETA: Not in the service metrics, but the simple percentage overall.

[buddyboyusa]

Wrong, no eBay escalated claims involved.

[mam98031]

@buddyboyusa 

Since Ebay has TWO ways to evaluate sellers on this, it can be a little confusing as to what is what.

First we have the Seller Dashboard.  Defects ONLY happen on the Seller Dashboard.  An INAD / SNAD does NOT become a Defect unless Ebay had to step in to resolve the claim.  If the seller handles things with their buyer and resolves the claim it does NOT become a defect.

Now the second way Ebay evaluates us on this is in the Service Metrics.  For this policy ANY INAD / SNAD that is opened counts in this program.  Doesn't matter the reason or if it was opened by mistake or if it was a Buyer's Remorse claim, they all count in this policy.  The outcome of each claim also does NOT matter.  Each ding [NOT defect] you get in this policy counts against you and you are compared to your peers.  If you get too high as compared to your peers, that can cause some penalties for the seller.

Now in the Service Metrics INRs are counted separately and are NOT mixed with INAD/SNADs.  

Take a look at your Dashboard and your Service Metrics numbers and then come back and tell us what you see so we can best guide you on what you might do in an effort to dig yourself out of this situation as soon as possible.

In the meantime, try to do what you can about reducing your INADs.  I know that is not an easy task as we can't read a buyer's mind, but if you have any common complaints, see if you can somehow lessen those things.

[mam98031]

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@gwens*4saleitems* wrote:

Short answer, yes, ANY return is a defect.

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No they aren't @gwens*4saleitems* .  A defect only occurs when Ebay is asked to step in on a claim and Ebay resolves it.  You will see these on your Seller Dashboard.  Not to be confused with how the Service Metrics works.  Those aren't defects on the Service metrics.  There you are correct, all INADs count against the seller there with no regard to why the claim was opened or the outcome.  Each one causes a ding.

[mam98031]

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@chapeau-noir wrote:

Refunds for remorse, didn't fit, etc., are NOT counted as defects. They are counted in the overall percentage of returns, but not as a defect. I sell clothing so I know a fair amount about returns.

ETA: Not in the service metrics, but the simple percentage overall.

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Properly filed Buyer Remorse claims ARE counted in the Service Metrics.  Ebay says they have allowed for this in the calculations they use to compare us to our peers.