How do I ask for this defect removal (or can I)?

[bigdeals.etc]

A buyer filed a SNAD return telling me I sent them the wrong color of the item (auto-accepted). I messaged the buyer asking if he can show me a photo of the item he received so I'll possibly just send him the correct replacement. I'm aware that some of you disagree with that and would just rather process the refund.

Anyway, the buyer replied that he made a mistake and thought I was another seller and ended up saying my order was totally accurate. I have a feeling this happens more than I think... already twice in one week (that I know of). Anyway, the buyer took it upon himself to close the return out. Am I able to ask ebay to remove the SNAD metric penalty? If so, how (as I know the only way is to report the buyer to ebay)?

[koinonia215]

You could try by contacting ebay via Facebook or Twitter right now. I've heard others have had success doing so. I will add that I have a wrongly opened SNAD case in my metrics that was closed in my favor by an ebay rep who promised it wouldn't count against me. It did anyway. It's my only one and so I haven't bothered trying to get it removed. Sometimes it's just not worth the time and hassle.

[penguins_dont_fly]

@bigdeals.etc 

I agree that you should try social media.

https://Facebook.com/ebay

https://Twitter.com/askebay

Use Private Messaging on the social sites. Do not post any personal information on the public page. Give all relevant information in your message (seller ID, buyer ID, transaction #). Ask them to look at the messages and remove the defect.

Messaging is not chat, someone will get back to you (usually within 2 business days).

It's worth a shot, IMO

[bbravo65]

@penguins_dont_fly 

"Patience is the ability to let your light shine after your fuse has blown out"

...I like your wisdom signature...

[coffeebean832]

You can use the CS chat feature at the bottom of this page to ask- https://www.ebay.com/help/selling/selling/monitor-service-metrics?id=4785

But on that same page it says, "We don’t remove potentially misfiled returns requests, and our customer service team cannot remove individual transactions. However, as all sellers experience these from time to time, our peer benchmarks reflect that they happen at a certain rate on average, so they are taken into account."

So the slim chance of removal may not be worth your efforts pursuing it. I guess it depends if you're toeing the line of a very high rating.

[mynewfindstore]

I've always been told that you have to "report the buyer" and select the reason "buyer said item was not as described when the item was as described"....not those exact words but close enough.  There is a link to report the buyer in that return request.  If the return is closed, you can still find it under closed returns.  I have done this several times but I don't think any of those service metric dings were actually removed.  They claim that they will review the report but I think this is just to placate sellers for this unfair metric.  

[chapeau-noir]

I have one for "the colour green is not the colour green" or something of that nature - the buyer never shipped back, when I called the rep could see that the colour of the item was, indeed, green.  He closed out the SNAD but the metric remained.

[coffeebean832]

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@mynewfindstore wrote:

I've always been told that you have to "report the buyer" and select the reason "buyer said item was not as described when the item was as described"....not those exact words but close enough.  There is a link to report the buyer in that return request.

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Yes, that's right- but in this case the buyer filed with the wrong seller by mistake. Do you report the buyer for abusing the MBG when they made a mistake? I probably wouldn't- but I guess that depends if the account can afford the metrics hit or not. I also don't know if it would work here because eBay removes the metric when the buyer actually abused the system. This isn't a case of abuse- it was an error.

bigdeals- let us know what you end up doing and if you're able to get the mark removed or not. I've had buyers file in error before so I'm interested to know if you have any success with appealing.

[gwzcomps]

I am guessing there is no appeal since they count all SNADs against us. I forget for sure, but I think I have complained in the past on the community chat about these kinds of situations. I think I was told there was no way to get the strike removed in cases where the buyer closes the case on their own.

[chapeau-noir]

With buyer as King you'd think they'd go along with their closing the case themselves as some kind of royal decree.  But, no.  I guess they go along with the buyer except when they don't go along with the buyer.

[bigdeals.etc]

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@coffeebean832 wrote:

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@mynewfindstore wrote:

I've always been told that you have to "report the buyer" and select the reason "buyer said item was not as described when the item was as described"....not those exact words but close enough.  There is a link to report the buyer in that return request.

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Yes, that's right- but in this case the buyer filed with the wrong seller by mistake. Do you report the buyer for abusing the MBG when they made a mistake? I probably wouldn't- but I guess that depends if the account can afford the metrics hit or not. I also don't know if it would work here because eBay removes the metric when the buyer actually abused the system. This isn't a case of abuse- it was an error.

bigdeals- let us know what you end up doing and if you're able to get the mark removed or not. I've had buyers file in error before so I'm interested to know if you have any success with appealing.

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If there’s no other simple method, I’ll probably just shoot s short message to the help email which I think is the same link as you showed before. This is too small of an issue for me to try social media. And I don’t want to report the buyer for this since they admitted to mistaking me for another seller. Kinda sad huh that he thought he was doing me a favor by closing out the return on his own. But little did he know, he just basically solidified the penalty. ebay is so backwards sometimes.

[gwzcomps]

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@chapeau-noir wrote:

With buyer as King you'd think they'd go along with their closing the case themselves as some kind of royal decree.  But, no.  I guess they go along with the buyer except when they don't go along with the buyer.

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eBay only does what benefits them.  That is why I find the service metrics scam so infuriating.

[skullandcircle]

Yes you can contact eBay. Since you have the messages between you and the Buyer in your eBay messages, eBay will look at them, see that the Buyer has stated they bought it from someone else, and fix your defect. 

BTW...I've had no problem using the "contact eBay" where I choose to have them call me back instead of waiting on the phone line.