mam98031 • Volunteer Community Member • Buyer/Seller since 1999
1) Now I talked to customer service again. They said I could appeal against this restriction after 30 days.
2) I also told them that; ebay says this in their policy statement on their site.
Evaluation result
Action taken: INR% of window1 or INR% of window2 is higher than corresponding market average INR% and eBay decides to take action.
Non-compliant: INR% of window1 or INR% of window2 is higher than corresponding market average INR% but eBay will hold action this cycle.
Compliant: Both INR% of window1 and INR% of window2 are lower than corresponding market average INR%.
Please note that eBay will start implementing the above evaluation from July 24, 2023. Transactions before July 2, 2023 will not be subject to the evaluation."
- Accordingly, I said that this evaluation should not take into account the transactions before July 2. The customer suport asked where it was written and I said it was on eBay. He was very surprised and tried to say that export.ebay.com has nothing to do with ebay and he told his manager and transferred me to him. The manager informed me that he wrote it wrong here and that he would ask for the statement to be corrected. In other words, the information on the site that transactions before July 2 will not be considered in this policy statement is incorrect. Do you think eBay could fall into such a situation?
Why were transactions before July 2 considered for my results? Transactions in my account before July 2 should not be taken into account and should not affect my account. There is a mistake and the ebay robots are making a mistake.
This write on the eBay site, in the "Service metrics policy" section it says exactly: "If you are rated Very High for a shipping category, but you had fewer than 10 'Item not received' requests from unique buyers, or your 'Item not received' rate is under 1% in a specific shipping category during the evaluation period, you will not be subject to consequences."
In my evaluation period, my ratio in the service metric appears to be 2/105. So under 10 transactions. In this case, the result of this metric measurement cannot be applied to my account. Because the number in my account is under 10 transactions. You can see this in the service metrics section.
I also said that I only have 2 INR cases in 105 transactions and those packages reach their owners within a few days and I have no open cases. But in vain, they told me to reapply after 30 days and only then would they review it.
I'm really tired... I've been here for 13 years and this is the first time I've encountered a situation where no one knows anything.
Please isn't there a senior ebay official here? No eBay senior official sees what's going on here? Really good sellers are in trouble. Ebay is making a big mistake.
1) Now I talked to customer service again. They said I could appeal against this restriction after 30 days.
2) I also told them that; ebay says this in their policy statement on their site.
Evaluation result
Action taken: INR% of window1 or INR% of window2 is higher than corresponding market average INR% and eBay decides to take action.
Non-compliant: INR% of window1 or INR% of window2 is higher than corresponding market average INR% but eBay will hold action this cycle.
Compliant: Both INR% of window1 and INR% of window2 are lower than corresponding market average INR%.
Please note that eBay will start implementing the above evaluation from July 24, 2023. Transactions before July 2, 2023 will not be subject to the evaluation."
- Accordingly, I said that this evaluation should not take into account the transactions before July 2. The customer suport asked where it was written and I said it was on eBay. He was very surprised and tried to say that export.ebay.com has nothing to do with ebay and he told his manager and transferred me to him. The manager informed me that he wrote it wrong here and that he would ask for the statement to be corrected. In other words, the information on the site that transactions before July 2 will not be considered in this policy statement is incorrect. Do you think eBay could fall into such a situation?
Why were transactions before July 2 considered for my results? Transactions in my account before July 2 should not be taken into account and should not affect my account. There is a mistake and the ebay robots are making a mistake.
This write on the eBay site, in the "Service metrics policy" section it says exactly: "If you are rated Very High for a shipping category, but you had fewer than 10 'Item not received' requests from unique buyers, or your 'Item not received' rate is under 1% in a specific shipping category during the evaluation period, you will not be subject to consequences."
In my evaluation period, my ratio in the service metric appears to be 2/105. So under 10 transactions. In this case, the result of this metric measurement cannot be applied to my account. Because the number in my account is under 10 transactions. You can see this in the service metrics section.
I also said that I only have 2 INR cases in 105 transactions and those packages reach their owners within a few days and I have no open cases. But in vain, they told me to reapply after 30 days and only then would they review it.
I'm really tired... I've been here for 13 years and this is the first time I've encountered a situation where no one knows anything.
Please isn't there a senior ebay official here? No eBay senior official sees what's going on here? Really good sellers are in trouble. Ebay is making a big mistake.
We would help the affected sellers with this problem here if we could. None of us can. Your only help will come directly from Ebay. If you use Social Media, I would suggest going to Ebay for Business there for help.
I would suggest that you contact Ebay for Business on Facebook or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service.
https://twitter.com/askebay?lang=en
https://www.facebook.com/eBayForBusiness/
If when you use the link below you can only get to the Automated Assistant, type AGENT in the box and hit enter. You will then get more options.
https://www.ebay.com/help/contact_us?id=4002&st=10
I am sorry to hear that, it isn't the usual response there.
I've been here for about 24 years as an active seller. I do not see Ebay punishing good sellers all the time. With that said, I believe that some good sellers get caught up in policy changes that cause difficulties as you have ran into.
You are in good company. The threads are full of foreign sellers having the same issue. Unfortunately the only way to get it resolved is to continue to try and communicate with Ebay as frustrating as it may be for you.
Customer Service does NOT restrict accounts. If you are treating them as if they did, that may cause them to not really want to help you. It is a completely separate department that does restrictions. It appears there were some mistakes made while preparing to implement new or updated rules. Still an issue for Ebay to work out, but darn hard on affected sellers !!!
I do agree that Ebay should be more forthcoming with sellers when problems arise.
