Question about Service metrics policy

[draw-smile]

Hello, I have a question according to the new eBay policy INR https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/service-metrics-policy... Sometimes there are sellers who get 10 transactions per month because they sell expensive products such as Swiss watch jewelry. I have a question. Perhaps within a year, a buyer with no experience or a young age opened any case about a product that did not arrive that was not as described, or the product was returned, and then a case was closed in favor of the seller according to the eBay policy. 10 transactions were opened, and one case was opened. This means, according to the eBay policy, 10%. Does this mean that the seller's account is restricted! For example, a seller has 10 sales per month, and a case was opened for any reason. This means 10 sales and one case = 10%. This means that a seller's account is restricted according to the eBay INR policy. I just want to be sure

[mam98031]

This isn't a new policy.  It has been around for a few years now.

Don't confused "transactions" with cases.  The two are not the same.  For the Service Metrics before the Peer comparison for SNADs or INR counts against you is ONLY after you have TEN SNADs filed.  For any reason and it does not matter the outcome.  But you are NOT evaluated on these statistics until you have a minimum of TEN INRs OR ten Snads.

[ads*and*ends]

Follow up to mam98031 -- I did not know that. Is that Ten total (lifetime) or Ten within a certain time frame (if a time frame, I would assume a year). I'm guessing by your wording it's lifetime total. 

I read in the link provided by the OP the difference of 400 transactions in how they determine defects (be it 3 months vs 12 months if under or over). I guess I got to that part and didn't read the full policy in the link. 

 

[slippinjimmy]

Most quality sellers on eBay never have a problem with their service metrics.

I would speculate sellers of high value watches have less than average INR or NAD requests opened.

[mam98031]

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@ads*and*ends wrote:

Follow up to mam98031 -- I did not know that. Is that Ten total (lifetime) or Ten within a certain time frame (if a time frame, I would assume a year). I'm guessing by your wording it's lifetime total. 

I read in the link provided by the OP the difference of 400 transactions in how they determine defects (be it 3 months vs 12 months if under or over). I guess I got to that part and didn't read the full policy in the link. 

 

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No nor is the calculation for the Service Metrics based on a life time total.  

This is stated in the policy.

How we benchmark seller performance

On the 20th of each month, we take a look at your recent transactions to work out your service metrics and peer benchmark.

To make sure we're getting a fair picture, we'll adjust how far we look back (the "evaluation period") depending on how much you've sold recently:

• If you had more than 400 transactions in the past 3 months, we'll count all those transactions
• If you had fewer than 400 transactions in the past 3 months, we'll count all your transactions from the last 12 months