How to solve the wrong evaluation of Item not as described and Item not received in Service Metrics

[mosaickitchen]

Dear eBay customer service,

Recently, we found some bug on seller performance, the system automatically makes wrong evaluation, whatever reason of buyer choose, seller must get the unfair and unreasonable performance, which will cause high rate because of this unreasonable performance, let me take some examples as below:

One of our products marks clearly about the cup volume of smoothie blender on the title, but the buyer opened a return request, the reason is ' I thought this was larger like for smoothies. I like adding more ingredients not 2 things the blade can’t handle ', this is obviously not the item not as described issue, but the system list this return request in the performance. Another buyer also purchases this blender, but why he left the feedback is fast delivery, perfect size. 

Also, regarding the item not received rate, we recently receive two cases about this issue, but both of them are shipped via expedited shipment, and the tracking detail shows both are delivered before eBay expected date, and we help customer to contact the express company such as USPS or UPS, and they get the package finally, eBay customer service also helped us to close the case, based on it, the system still list item not received in our performance.

Please eBay can redesign the algorithm and recover us a fair performance evaluation.

[this*old*attic · Accepted solution]

The problem isn’t Ebay, it’s buyers who don’t carefully read what they are buying or get nervous when the item doesn’t arrive in 5 minutes.

Take more pictures, give more measurements, etc. The only thing you can control is to make more careful listings (not saying yours are bad, just not human-proof).

[mam98031]

This is a member to member discussion board.  Not Ebay customer service.

You have no way to have these removed from the Service Metrics.  INADs are recorded in the Service Metrics once they are opened for any reason and they do not depend on the outcome of the INAD.  The mere fact they were opened places them on your Service Metrics.

[gwzcomps]

Previous posts from other users on the boards have proven more pictures and descriptions don't matter. Moving a higher volume of good stuff and trash is the only solution. Gotta game the system.

[mam98031]

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@gwzcomps wrote:
Previous posts from other users on the boards have proven more pictures and descriptions don't matter. Moving a higher volume of good stuff and trash is the only solution. Gotta game the system.

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That's a bit of a misleading statement.

If you have fallen to the penalty phase of the Service Metrics.  It is simple math that should tell you the quickest way to work yourself out of the penalty box is to dilute the numbers.  How do you dilute the numbers.  You increase your number of successful transactions.  

If it is the seller's choice to sell "trash", then it is likely they will stay in the penalty box much longer than they would like as it would defeat the purpose and likely increase returns.

[mosaickitchen]

But we have given the cup measurement and volume on the measurement picture, that's making us felt upset now.

[luckythewinner]

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@mosaickitchen wrote:
But we have given the cup measurement and volume on the measurement picture, that's making us felt upset now.

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eBay probably does not care how you feel, and they probably assume that if you leave then people will simply buy measuring cups from someone else. 

[khavbt0]

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@mam98031 wrote:

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@gwzcomps wrote:
Previous posts from other users on the boards have proven more pictures and descriptions don't matter. Moving a higher volume of good stuff and trash is the only solution. Gotta game the system.

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That's a bit of a misleading statement.

If you have fallen to the penalty phase of the Service Metrics.  It is simple math that should tell you the quickest way to work yourself out of the penalty box is to dilute the numbers.  How do you dilute the numbers.  You increase your number of successful transactions.  

If it is the seller's choice to sell "trash", then it is likely they will stay in the penalty box much longer than they would like as it would defeat the purpose and likely increase returns.

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That is also a bit misleading in that when sellers read that they tend to think it means "sell more!"

This however is not the answer, if a seller is having problems with present numbers then selling more is only going to increase the number of problem transactions.  Yes, you did say increase your number of successful transactions so the best way to reduce problem transactions is to:

a) Raise the price slightly to slow down sales while you:

b) Figure out what is causing the problems and make changes so that it doesn't happen again.

Sellers could, once 'b' is completed bring prices back to their previous level but I don't think I've ever done that.

[mam98031]

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@khavbt0 wrote:

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@mam98031 wrote:

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@gwzcomps wrote:
Previous posts from other users on the boards have proven more pictures and descriptions don't matter. Moving a higher volume of good stuff and trash is the only solution. Gotta game the system.

---

That's a bit of a misleading statement.

If you have fallen to the penalty phase of the Service Metrics.  It is simple math that should tell you the quickest way to work yourself out of the penalty box is to dilute the numbers.  How do you dilute the numbers.  You increase your number of successful transactions.  

If it is the seller's choice to sell "trash", then it is likely they will stay in the penalty box much longer than they would like as it would defeat the purpose and likely increase returns.

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That is also a bit misleading in that when sellers read that they tend to think it means "sell more!"

This however is not the answer, if a seller is having problems with present numbers then selling more is only going to increase the number of problem transactions.  Yes, you did say increase your number of successful transactions so the best way to reduce problem transactions is to:

a) Raise the price slightly to slow down sales while you:

b) Figure out what is causing the problems and make changes so that it doesn't happen again.

Sellers could, once 'b' is completed bring prices back to their previous level but I don't think I've ever done that.

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Nothing I posted earlier was "misleading".  I said exactly what I intended to say and you are absolutely right.  The way to work yourself out of the penalty box in the Service metrics is to sell more.  Now I would not suggest running with high dollar value items, but with ones that are much less expensive due to the increased FVFs you will pay during the time you are in the penalty box.

But if you choose not to go that route, then your option it to just ride it out.  As time marches on some of those INADs you got will fall off due to age.  You can wait for that so that your numbers change or you can try to increase your transactions so the numbers get more diluted.  But as I said before you need to do it and keep your INADs down the best you can.  As a seller there is only so much we can do on that front.  So we can only really make sure our pics are great, description is accurate and not misleading or leave room for interpretation and a good clear title.

The only way you increase your problems with the Service Metrics if you increase your number of transactions is if you continue to attract more INADS.  Some categories are more apt to do that than others.  If that is your issue, try finding some stuff that sells in a different category that doesn't have this problem as much to sell some stuff in.

[mtgraves7984]

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@gwzcomps wrote:
Previous posts from other users on the boards have proven more pictures and descriptions don't matter. Moving a higher volume of good stuff and trash is the only solution. Gotta game the system.

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@gwzcomps 

I get it.

Just after joining MP last Fall (when payments took forever), my 'Tracking and Uploaded On Time' took a hit. I worked through December moving stuff... lots of transactions. Slicing prices on my 'good stuff', selling loads of small, low-profit items ('trash'). By the end of the grace period, I was back at exactly 95% and my TRS remained intact.

I got game.

[gwzcomps]

No point in hurting yourself on the good stuff. I have always thought about sourcing some junk Chinese knockoff cables and low value stuff that moves fast. That is what Amazon sellers have to do. Sell a bunch of junk at a loss on the site so they can be successful with their better higher value items. More sales means the disputes don't count for as much.