mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@maxgeo83 wrote:My INR is 0,65 . And my 10 years account was restricted. I don't know what to do.... Support don't want to help. Only answers like "However, this trend of item not received cases on your account could draw eBay's customers to other platforms because transactions didn't go as smoothly for the buyer as it could have."
Something is missing here. Your percentage of INRs would be based on the last 90 days. I know you are an international seller and are held to different standards than we are in the USA, but according to what I see on your account, you are TRS.
Please provide a copy of the email you got from Ebay. Black out any personal info before posting. We need to see that in the hopes of helping you. @maxgeo83
Sounds like you may have a problem with your Service Metric Stats. Have you reviewed them?
I find it odd because in the US, there has to be at least 10 before the Service Metrics even kicks in.
We have had quite a few international sellers having issues with their accounts for one reason or another. The emails they get are quite a bit different than we get in the US. And there are things they are eval'd on that we are not in the US.
My question is what are the requirements for international sellers for Defects and the Service Metrics. I can't seem to find a policy that explains this so we can better understand.
@maxgeo83 wrote:Upon evaluation of your recent transactions, it comes to our attention that the INR% (item not received rate) of your eBay account is high compared to other eBay sellers.
Pursuant to our User Agreement, we regret to inform you that your selling permission of the United States corridor(delivery country) will be blocked.You cannot list items on eBay.com or select United States as your shipping location.
The safety of our community is a top priority for us. We appreciate your understanding in this regard.
Regards,
eBay
I have total 9 inr cases in last 12 months. According to policy "
- If you had fewer than 400 transactions in the past 3 months, we'll count all your transactions from the last 12 months " I have 0 cases in last 50 days . So I cannot understand why account was restricted now and not in June?
@maxgeo83 there is a new Shipping Performance Policy that has a different lookback timeframe than the Service Metrics Policy.
The help page for this new policy says it is supposed to go into effect July 24 - however, we have been seeing a lot of complaints about this here in the community in the last week or so and I think it may be possible that eBay has either started enforcing it early or it may at least in some way be part of why you received that message.
Like I said, I know this new policy says it's not supposed to be in effect until July 24, but other sellers are also receiving the same message you have and I think it may possibly be connected - here's just one example.
@mam98031 wrote:
Sounds like you may have a problem with your Service Metric Stats. Have you reviewed them?
I find it odd because in the US, there has to be at least 10 before the Service Metrics even kicks in.
We have had quite a few international sellers having issues with their accounts for one reason or another. The emails they get are quite a bit different than we get in the US. And there are things they are eval'd on that we are not in the US.
My question is what are the requirements for international sellers for Defects and the Service Metrics. I can't seem to find a policy that explains this so we can better understand.
Hey @mam98031! Service Metrics are there just as a guide for you to see how you stack up against your peers so you know if you need to improve in a particular area. While this may seem unfair on the surface, keep in mind this still applies to all of our sellers, and everyone is subject to the same policy. This is also why there is no set number or percentage you need to meet, but instead you are only compared with peers selling similar items in similar categories.
Edit:
Aslo @valueaddedresource shared a great resource that better explains the INR policy for sellers located outside of the US selling into the US and Canada:
https://export.ebay.com/en/fees-and-payments/regulations/shipping-performance-policy-item-not-receiv...
Devon,
Do you know about the rest of the things an international seller is eval'd on. For example there are currently 3+ threads started by international sellers that have been restricted. The emails they get give a list of various things they are responsible for adhering to and/or that they are being evaluated on them.
One is that they are eval'd on DSRs. Do you know anything about that. The emails actually have several points.
Thank you. But this seller is reporting they have 9 INRs. The minimum BEFORE the Service metrics kicks in is 10. Seems international sellers are being held to different standards and I'm simply trying to understand them. @lacemaker3 and @valueaddedresource posted more information that shows they are some differences in the rules for them and I'm trying to understand all the differences.
@mam98031 wrote:
Thank you. But this seller is reporting they have 9 INRs. The minimum BEFORE the Service metrics kicks in is 10. Seems international sellers are being held to different standards and I'm simply trying to understand them. @lacemaker3 and @valueaddedresource posted more information that shows they are some differences in the rules for them and I'm trying to understand all the differences.
@mam98031 The 10 applies to international sellers as well and recommend OP go back and double check their dashboard.
Devon,
Let me try it this way. Below is an email that international seller seem to be getting and many of these points are not something that affects US sellers. What policy describes all of this?
eBay regularly conducts evaluation of seller??s account. In relation to your aforesaid seller account, we have noticed that a significant number of eBay buyers have had extremely bad buying experience when transacting with you.
A bad buyer experience (??BBE??) will occur but is not limited to the following scenarios:
(a) Buyer filed for a dispute under ??Item Not as Described??;
(b) Buyer returned the item and gave a return reason that indicates ??Item Not as Described??;
(c) Seller canceled the transaction because you no longer had the item, or the item was never shipped, and the buyer's money was returned;
(d) Buyer left a Detailed Seller Rating score of 1, 2, or 3 for ??Item as Described??; or
(e) Buyer left Neutral or Negative feedback for you.
To protect the eBay community from BBE and pursuant to the eBay User Agreement and eBay Policies, we regret to inform you that your eBay account has been restricted. This restriction means that:
(a) Your selling privileges are restricted. Consequently, you will not be able to create new listings or revise any listings that are live on eBay sites; and
(b) Your payouts have been placed on hold.
The safety of our community is a top priority for us. We appreciate your understanding in this matter.
Regards,
eBay"
Thank you again. Interesting the Performance standard link says this in part:
Detailed seller ratings
For additional insight into a seller's performance, buyers can also view your detailed seller ratings. This is a breakdown of how you've been rated by your buyers in the following areas:
- Item description: How accurately was the item described?
- Communication: Did you communicate well with your buyer?
- Shipping time: How quickly did you send the item?
- Shipping and handling charges: Were the costs reasonable?
You can view your detailed seller ratings on your feedback profile page. You'll find stars next to the four different areas, with 1 star being the lowest rating and 5 stars being the highest.
But it does not say that the international seller is eval'd on these stats, but the email that some sellers are getting says that they are.
Dang this is confusing, well at least to me.
https://export.ebay.com/en/seller-performance/seller-level-and-sales/seller-levels/
@mam98031 wrote:
Let me try it this way. Below is an email that international seller seem to be getting and many of these points are not something that affects US sellers. What policy describes all of this?
eBay regularly conducts evaluation of seller??s account. In relation to your aforesaid seller account, we have noticed that a significant number of eBay buyers have had extremely bad buying experience when transacting with you.
A bad buyer experience (??BBE??) will occur but is not limited to the following scenarios:
(a) Buyer filed for a dispute under ??Item Not as Described??;
(b) Buyer returned the item and gave a return reason that indicates ??Item Not as Described??;
(c) Seller canceled the transaction because you no longer had the item, or the item was never shipped, and the buyer's money was returned;
(d) Buyer left a Detailed Seller Rating score of 1, 2, or 3 for ??Item as Described??; or
(e) Buyer left Neutral or Negative feedback for you.
To protect the eBay community from BBE and pursuant to the eBay User Agreement and eBay Policies, we regret to inform you that your eBay account has been restricted. This restriction means that:
(a) Your selling privileges are restricted. Consequently, you will not be able to create new listings or revise any listings that are live on eBay sites; and
(b) Your payouts have been placed on hold.
The safety of our community is a top priority for us. We appreciate your understanding in this matter.
Regards,
eBay"
@mam98031 Since an email such as this would be sent out sellers that have been impacted by this restriction, I would not be able to share much more on it since it involves account specific details and internal policies.
Devon,
