Just to clarify, do you avoid a defect for INR if refunded immediately?

[mamacassidy]

I've been reading a bunch of threads here about shipments being stuck at the post office/ in transit. Most people are saying don't contact the buyer or offer any refund until the buyer opens an INR.

So, then if/when a buyer opens an INR, do you avoid a defect if you refund immediately? Or do you get a defect either way, if you refund or if ebay is forced to refund?

If you get a defect either way, I guess I'm wondering, if it's been a few weeks and hasn't been delivered, would I be better off just sending the refund and filing a claim with the post office, instead of getting a defect? 

I currently have multiple items that are in transit/ running late. I see that many other people are in the same boat. So how many of these defects does it take to ruin a selling account? 

I feel like you shouldn't get a defect if you refund immediately, because once it's been shipped, it's out of your hands. But I see mixed messages, some saying you get a defect and some saying you don't.

[slippinjimmy]

You do not get a "defect" (Seller Metrics) but it will affect your Service Metrics (INR rate) but that kicks in whenever an INR request happens, it doesn't matter how it is resolved.

Service Metrics are commonly referred to as "dings" as opposed to "defect" because eBay has a specific definition of the word defect.

Many sellers refer to both as defects but they are actually quite different.

If you don't take care of an INR request (eBay has to step in) you will get an actual Defect in addition to the Service Metrics "ding".

[mamacassidy]

@slippinjimmy 

Thank you. 

Do you know what the consequences of the "dings" service metrics are, if any? And are there any other common things that cause these "dings"? (for instance, remorse returns that are refunded without ebay stepping in)

I know that the "defects" seller metrics can get you demoted or even booted from selling, so i always keep an eye on that.

[iamalwaysright]

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@slippinjimmy wrote:

Service Metrics are commonly referred to as "dings" as opposed to "defect" because eBay has a specific definition of the word defect.

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Can we settle this? Is it formally called a ding, or it was just coined that within these boards by members? Can a blue chime in and confirm what these "marks" are officially called?

[ebooksdiva]

If tracking shows delivery upload the case and you should win.

If tracking shows the item is still in transit eBay may put a hold on the case until it is delivered.

If tracking shows the item is MIA, you should refund the buyer to avoid getting a defect on your seller dashboard, you will still get a hit on your seller metrics because an INR was opened. You will also get FVF credit.

If tracking shows the item is MIA and you do nothing, eBay will be asked to step in by the buyer, they will issue the refund from your funds on hold and give you a defect for cases closed without a seller resolution and you get a hit on your seller metrics and no fvf credit.

[ebooksdiva]

If you score a high percentage compared to your peers ( sellers who sell similar items)  See Service Metrics Policy 

[mamacassidy]

@ebooksdiva 

Thank you, that helps a lot!

[ebooksdiva]

You're welcome ☺️ 

[slippinjimmy]

Ding was created on the boards (probably), it is not a word that is used by eBay.

It was created because of the non-stop confusion about the difference between Seller Standards and Selling Metrics. You get "defects" for the former and "dings" for the latter.

A few "dings" mean almost nothing, a few defects and you could be downgraded to Below Standard, pay penalty fees and/or face listing restrictions or outright permanent suspension.

The differences are detailed here:

https://www.ebay.com/help/policies/selling-policies/seller-standards-policy/service-metrics-policy?i...

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347

[mantle1951]

I have a baseball signed by Roger Maris, it has 2 dings and 3 defects is it still valuable??

[bashort]

 I have been watching the tracking and have reached out to the buyer proactively to try and head off problems, 

[12345jamesstamps]

I would refund if there is an open claim on the last day you must refund...you get like '3 days' to sleep on it.

A 'ding' if eBay refunds before you do...the 'kiss of death'.

As it is said...seller should work it out with the buyer.

[12345jamesstamps]

Big mistake...if buyer already got it...and it keeps showing 'in-transit ...'in tracking...if buyer is not honest...buyer can request a refund.

I have tracking showing items 'in transit...' still since last summer..but the buyers gave feedback as receiving items.Still in transit...

[slippinjimmy]

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@12345jamesstamps wrote:

I would refund if there is an open claim on the last day you must refund...you get like '3 days' to sleep on it.

A 'ding' if eBay refunds before you do...the 'kiss of death'.

As it is said...seller should work it out with the buyer.

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In your example it's a DEFECT not a ding

[slippinjimmy]

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@mantle1951 wrote:

I have a baseball signed by Roger Maris, it has 2 dings and 3 defects is it still valuable??

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It's only really valuable if the number of dings and defects are equal, three of each. Yours would be "valuable" minus 25%.