Seller metrics for returns from 6/6 Community chat

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 tyler@ebay

Re: Live Broadcast & Chat, June 6th from 12:30 PDT - Seller Diversity & General Topics

in reply to mam98031 06-06-2018 02:34:16 PM

@mam98031 wrote:

Regarding the Summer Seller Update.

Ebay’s justification for these auto returns appears to be very skewed as it appears to me they are assuming / trying to imply that the majority of sellers allow an open Return Request to sit without response until just before each deadline date arrives.  I personally find that insulting.  I take far better care of my customers than that. 

I speak for myself and on EVERY single RR [return request] I have ever had, my customer hears from me in far less than 24 hours after they open the RR.  And usually with a resolution to whatever issue is at hand.  Whether that is to accept the return or offer a different solution.  I have NEVER taken a week to get the details of a RR worked out to my customer’s satisfaction.

Now certainly when a BUYER is to return the item it frequently happens that they take full advantage of the 5 days allowed to do so.  But that isn’t the seller doing that, it is the buyer.  The buyer is in control.  ONLY the timeline for a Seller’s requirements on the RRs are being shortened.

So to me, Ebay’s reasoning that this has been done to shorten the process time is simply misleading.  It appears to me that Ebay was/is just trying to state a reason that most will buy and that the real reason is just to make it appear to be a better system for buyers to get their money back quicker.  When in reality it does not speed up the process.  Unless Ebay wants to shorten the time the buyer has to ship the item back too.  They have shortened the seller’s response time, why not shorten the buyer’s too if it is actually Ebay’s desire to shorten the turnaround of returns?

If it is really Ebay’s intention to NOT penalize sellers for unwarranted SNADs, then Ebay needs to give us a vehicle in which to accurately resolve falsely filed SNADs.

It also appears to me from what I currently see on my dashboard that BRRs are represented in the rates on the dashboard without distinction from a SNAD.  So that makes me ask, is Ebay going to be holding BRRs against sellers too in the stat evals starting in September?

Hi @mam98031 - the intent is definitely not to leave you feeling rebuked or insulted. Auto-acceptance of returns where appropriate is designed to make things quick and painless for everyone involved. If a request is opened within your stated return window, we'd expect you to accept it regardless of the reason or waiting time. By streamlining this process we're eliminating an unnecessary waiting period that prolongs the entire experience for you and your customers. Shortening the amount of time a buyer has to get the item back to you does't improve the buyer's experience, which is ultimately why we are automating acceptance.

Returns opened for buyer remorse reasons will not be counted against you in your performance. Currently the returns window is tracking all opened returns. A more applicable screen should be implemented by the Fall. 

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 tyler@ebay

Re: Live Broadcast & Chat, June 6th from 12:30 PDT - Seller Diversity & General Topics

in reply to tunicaslot 06-06-2018 02:42:09 PM

@tunicaslot wrote:

There has been some discussion about the upcoming metrics.

Question #1 - What date will this be put in place? Will it be 9/20 - when evaluations are done?

Question #2 - Is the additional 4% penalty for going over 1% on SNAD returns per category or will it affect all your cateories. Ex - collectibles - .4 SNAD return rate / clothing 1/4% return rate. So will that 4% additional FVFs also be applied to any collectibles you sell?

Question #3 - When a seller has successfully won an SNAD case as buyer's remorse - why is that still being counted in the metrics as an SNAD and works against them? Many of us, before the change in April. successfully fought an SNAD as the buyer admitted in messages that they wanted to return for a fit issue but they then opened the case as an SNAD so as not to pay return shipping.  We have called and had CS look at the message and have had those cases closed in our favor.

Hi @tunicaslot! Answers to your questions below:

1. This process will begin in September. However we do not have a specific date at this point in time.

2. The additional 4% is applied on a per-category basis. So if you are over in Clothing, but not collectibles, you would see the 4% on clothing items, but not on collectibles.

3. Currently this metric is looking at returns being opened - not the outcomes. 

[#2]

@mam98031 wrote:

Regarding the Summer Seller Update.

Ebay’s justification for these auto returns appears to be very skewed as it appears to me they are assuming / trying to imply that the majority of sellers allow an open Return Request to sit without response until just before each deadline date arrives.  I personally find that insulting.  I take far better care of my customers than that. 

I speak for myself and on EVERY single RR [return request] I have ever had, my customer hears from me in far less than 24 hours after they open the RR.  And usually with a resolution to whatever issue is at hand.  Whether that is to accept the return or offer a different solution.  I have NEVER taken a week to get the details of a RR worked out to my customer’s satisfaction.

Now certainly when a BUYER is to return the item it frequently happens that they take full advantage of the 5 days allowed to do so.  But that isn’t the seller doing that, it is the buyer.  The buyer is in control.  ONLY the timeline for a Seller’s requirements on the RRs are being shortened.

So to me, Ebay’s reasoning that this has been done to shorten the process time is simply misleading.  It appears to me that Ebay was/is just trying to state a reason that most will buy and that the real reason is just to make it appear to be a better system for buyers to get their money back quicker.  When in reality it does not speed up the process.  Unless Ebay wants to shorten the time the buyer has to ship the item back too.  They have shortened the seller’s response time, why not shorten the buyer’s too if it is actually Ebay’s desire to shorten the turnaround of returns?

If it is really Ebay’s intention to NOT penalize sellers for unwarranted SNADs, then Ebay needs to give us a vehicle in which to accurately resolve falsely filed SNADs.

It also appears to me from what I currently see on my dashboard that BRRs are represented in the rates on the dashboard without distinction from a SNAD.  So that makes me ask, is Ebay going to be holding BRRs against sellers too in the stat evals starting in September?

Hi @mam98031 - the intent is definitely not to leave you feeling rebuked or insulted. Auto-acceptance of returns where appropriate is designed to make things quick and painless for everyone involved. If a request is opened within your stated return window, we'd expect you to accept it regardless of the reason or waiting time. By streamlining this process we're eliminating an unnecessary waiting period that prolongs the entire experience for you and your customers. Shortening the amount of time a buyer has to get the item back to you does't improve the buyer's experience, which is ultimately why we are automating acceptance.

Returns opened for buyer remorse reasons will not be counted against you in your performance. Currently the returns window is tracking all opened returns. A more applicable screen should be implemented by the Fall. 

[#3]

@tunicaslot wrote:

There has been some discussion about the upcoming metrics.

Question #1 - What date will this be put in place? Will it be 9/20 - when evaluations are done?

Question #2 - Is the additional 4% penalty for going over 1% on SNAD returns per category or will it affect all your cateories. Ex - collectibles - .4 SNAD return rate / clothing 1/4% return rate. So will that 4% additional FVFs also be applied to any collectibles you sell?

Question #3 - When a seller has successfully won an SNAD case as buyer's remorse - why is that still being counted in the metrics as an SNAD and works against them? Many of us, before the change in April. successfully fought an SNAD as the buyer admitted in messages that they wanted to return for a fit issue but they then opened the case as an SNAD so as not to pay return shipping.  We have called and had CS look at the message and have had those cases closed in our favor.

Hi @tunicaslot! Answers to your questions below:

1. This process will begin in September. However we do not have a specific date at this point in time.

2. The additional 4% is applied on a per-category basis. So if you are over in Clothing, but not collectibles, you would see the 4% on clothing items, but not on collectibles.

3. Currently this metric is looking at returns being opened - not the outcomes. 

[the_fancy_fox]

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@tealt wrote:

You brought up some points for me to consider...

1. Avoiding selling items in categories they don't usually sell in, especially after a SNAD

4. Some of the things I list can realistically be listed in two or three different categories.... and I see things in the wrong categories often.... which some sellers may resort to these to avoid higher fees.

There is just a whole host of consequences to this that many may not be considering....

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Right now I have only 2 returns (legit SNADs), both in Pottery & Glass. 

These 2 SNADs will not drop off by September, as I have a 12-month look back, and eBay will be applying the new Returns standard retroactively.

I have inventory which could be properly sold across 5-6 top level categories.

If eBay decides to charge me 14% FVF in Pottery & Glass, I will list in House & Garden or another appropriate category.

If I were to receive a SNAD in a category that I rarely sell in (and thus getting an automatic high return %), I won't list any more items in that category for a year.

I think you are quite right.  There could be sellers who will be able to devise ways to avoid a 14% FVF.  I'll be one of them.

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I am still trying to work out how punishing a seller with a 4% increase does anything to make them be a better seller. All it does is line eBay's pockets on the guise of a better buyer experience.

Those sellers with a poor rating that accept the 4% can continue to sell and wrack up "bad buyer experiences" but as long as eBay gets the 4% what the heck. All is good in eBay land.  Will the large contract sellers be included in this or just us peons? I suspect they won't be. I also suspect (if past history is any indication) that the metrics will be tinkered with and calculated wrong just to increase eBay's profits. I also believe when this is accepted by sellers that percent will go to 6% or 8% and they will tinker with the look back time as well.

I have two false SNADS in dolls  which put me at 2.75 I can say this, if eBay decides to increase my fees over it, all the vintage barbies I have left will NOT be listed here.

I just refuse to play this ridiculous game anymore.