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:
- Doesn't work or defective
- Doesn't match description or photos
- Wrong item sent
- Missing parts or pieces
- Arrived damaged
- Doesn't seem authentic
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!
