09-25-2018 05:12 AM
Improve your service metrics
Hi ************,
Compared to sellers that sell similar items under similar circumstances, your rates for item not as described requests opened by buyers between Jun 01, 2018 - Aug 31, 2018 are high or very high.
You can get more details and download your reports in your service metrics dashboard. Here's a summary of the categories where you can improve.
Item not as described returns
Listing site
Category
Your rate
ebay.com
eBay Motors
Very high
Service metrics are evaluated on the 20th of every month. Consequences will apply to your listings on the eBay sites and in the categories only where you received a very high rate.
Very high item not as described rates
These consequences will apply until the rate is no longer very high. You can see if any consequences apply to your listings in your service metrics dashboard.
To improve your ratings and delight your customers, we recommend making a few changes.
SCREW YOU EBAY!
THESE RETURNS ARE OPENED BY CUSTOMERS WHO HAVE NO IDEA WHAT THEY ARE DOING OR WHAT THEY ARE BUYING AND MISDIAGNOSING THEIR VEHICLES!
3.48% IS NOT A VERY HIGH RATE! FAR FROM ONE!
SO DONE WITH THIS SITE! BETWEEN DROP OF SALES AND I CAN SELL FOR ZERO FINAL VALUE ON F******K.
YOU GUYS ARE A JOKE!
WHO ELSE IS DONE!?!?!?!?!?!
09-25-2018 07:40 AM
I CAN SELL FOR ZERO FINAL VALUE ON {}
It sounds like a no-brainer then.
WHO ELSE IS DONE
Not me. I can't get sales anywhere else.
09-25-2018 07:44 AM
This effectively in manny cases is ebay simply blameing the victim, and blanting increasing their profits by so doing.
09-25-2018 07:47 AM
09-25-2018 07:50 AM
Hi, all. But I thought with the SNAD thing you had to have 10 SNADs before this would kick in? Unless am reading these Boards wrong. AND remorse is not to be included in the evaluation, although I think they are/will. I don't want to give out wrong info, so what is it?
09-25-2018 07:52 AM
Plus this "peer group" they are using to compare sellers to has yet to be explained, i.e. what peer group are they using? New parts, parts not working, whatever?
09-25-2018 09:17 AM - edited 09-25-2018 09:19 AM
I find the 1.09% they want me to be at (PEER GROUP) simply "IMPOSSIBLE" many "SNAD" are due to buyer error. I.E. Buyer not matching part # prior to purchase or simply outright buying the wrong part. Why am I held accountable for buyer error!? Also, being held accountable for "ARRIVED DAMAGED"!?!?! COME ON!! How am I held accountable if the delivery driver damages my item. This is outright disappointing in regards to how eBay is treating its sellers. Anything for a quick buck at the sellers expense. SMH.
09-25-2018 09:25 AM
09-25-2018 09:34 AM - edited 09-25-2018 09:35 AM
We sell in motors as well. The "peer" comparison is obviously false. An example I gave in another topic, ignition coil defect rate ACCORDING TO MANUFACTURERS, is a VERY GOOD defect rate if they can get it below 2%.
Yet the peers comparison in the category claims less than 1%??? Not possible, period.
And the peer comparison is NOT ONLY counting SNAD/Defective. It is also counting DAMAGED DURING SHIPMENT, and it also counts buyers who pick "wrong part" - wrong part is the #1 choice they make when they ADMIT they chose the wrong part themselves!
It does not clarify that selecting wrong part is claiming that the SELLER SENT the wrong part. Buyers regularly select this becuase THEY chose the wrong part.
We offer free returns, which substantially decreased our amount of SNAD's, as customers don't need to lie to get returns paid for. And we are still "high". This basically guarantees anyone not offering free returns is "very high".
There's only 2 things this system needs to be fair. A way to fight SNAD's when customers admit it's not one, and more transparency on what these "peers" are, becuase the calculation is flawed. I have been told that "very high is the highest 5% of sellers" - this is obviously not true. Transparency would expose flaws in the calculation.
09-25-2018 11:13 AM
@abfabvintage wrote:Plus this "peer group" they are using to compare sellers to has yet to be explained, i.e. what peer group are they using? New parts, parts not working, whatever?
The definition is right on the service metric page. Here is what eBay says
Good Luck Selling!
09-25-2018 11:31 AM
Here are a few FAQ from the Monitor your service metric help page
Will all 'Item not received' requests be counted in my metrics?
If your item was sold in a category which isn't covered by the eBay Money Back Guarantee, or shipped through eBay's Global Shipping Program, it won't be counted in your service metrics.
If you ship your item within your stated handling time but it arrives late due to carrier disruptions, site bugs, natural disasters or severe weather, this will not negatively affect your seller metrics. Events like this are posted in our seller news announcements.
What if a buyer is abusing the eBay Money Back Guarantee?
We always take a buyer's pattern for opening 'Item not as described' returns or 'Item not received' requests into consideration. If we find a buyer has opened a request in bad faith, we'll remove these transactions from seller calculations.
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.
Why are only some return request reasons included in my 'Item not as described' rate?
Your 'Item not as described' rate helps identify items that do not meet buyer expectations. All sellers must accept and resolve the following types of return requests:
In instances where a buyer asks to return an item they no longer want, the request won't be included in your 'Item not as described' rate.
When creating your listing, you can decide whether you want to accept these types of returns. Consider offering free returns and always try to offer the best customer service so you can meet your buyers' needs.
Good Luck Selling!
09-25-2018 11:50 AM
What if a buyer is abusing the eBay Money Back Guarantee?
We always take a buyer's pattern for opening 'Item not as described' returns or 'Item not received' requests into consideration. If we find a buyer has opened a request in bad faith, we'll remove these transactions from seller calculations.
My question...when is the above determined? When does this "buyer" review happen? Does this mean a Seller has to notify eBay of the above? Since eBay messaging from a buyer no longer considered documentation of the buyer's return reason, how/when does this kick in? Before the return metric "defect" hits, or during or before the 20th day evaluation. Hope am explaining this correctly.
09-25-2018 12:08 PM
@abfabvintage wrote:
What if a buyer is abusing the eBay Money Back Guarantee?
We always take a buyer's pattern for opening 'Item not as described' returns or 'Item not received' requests into consideration. If we find a buyer has opened a request in bad faith, we'll remove these transactions from seller calculations.
My question...when is the above determined? When does this "buyer" review happen? Does this mean a Seller has to notify eBay of the above? Since eBay messaging from a buyer no longer considered documentation of the buyer's return reason, how/when does this kick in? Before the return metric "defect" hits, or during or before the 20th day evaluation. Hope am explaining this correctly.
The review probably happens when the request gets resolved, which means the request got escalated into a case. If the seller resolved the request which is what happens most of the time it is still being escalated into a case. The other option would be that the seller did not resolve the request which is usually an unresolved by seller case. Both example are when eBay gets involved, and probably when any reviews happen.
The policy as eBay has it written says eBay takes these actions into consideration and that they will remove these transaction. I do not think we need to get involved but you are welcome to monitor things and make calls if you want.
As seller we do not really think about buyer metrics to much but I think eBay does keep some details about buyers actions and repeated actions like they explained in the FAQ.
The 20th of the month is not a issue as it is for all the actions from the previous months. The date of the 20th is because it gaves all the different events 20 days to be updated all the way through -
delivery scans
return requests
INR requests
Tracking uploaded on time
Late shipment rates
etc. All these ratings will be completed before 20 days is up
Good Luck Selling!
09-25-2018 12:45 PM
Who would I be calling? I was just asking for clarification when this ebay determination happens regarding a buyer that may have abused the system and leaving the determination up to ebay. That's all.
09-25-2018 01:04 PM
@abfabvintage wrote:
Who would I be calling? I was just asking for clarification when this ebay determination happens regarding a buyer that may have abused the system and leaving the determination up to ebay. That's all.
Well as I said I would not be calling but you really only have the eBay csr to call for problems. I do not think it is going to effect many sellers at all?
Keep in mind the rating is not a set number by which once you hit the number you are very high. It is a graded rating that changes as more transactions are created ny you and your peers. Sellers have a lot of control over this rating and can make changes at any time to create a better rating for themselves.
Because this rating will move up and down it really is only designed to catch the biggest offenders in any category. Sure some sellers might get it for a month now and then but if they are truly following the best practices (now we know why ebay has been shoving these best practices messages down our throats for the past year) they will surely overcome the very high rating in a short time frame and be back to regular FVFs. The really bad sellers who show up all the time in the very high rating areas will be easy for eBay to find and restrictions to their selling accounts will more than likely happen.
Good Luck Selling!