Seller performance standard - automatic INR case recorded?

[classical-lps]

I just checked our performance standards (Performance Dashboard) and saw that INR tab is with yellow triangle (warning). I checked which transactions are in question and realized the following:

1st INR case recorded for a parcel sent to USA, sent within a day after payment and USPS got it/processed it in 8 days, which is about right, but then needed 20 days! to deliver it from New York to Metairie, Louisiana. And our account got INR case recorded.

2nd INR case, parcel to Italy was not collected by a buyer and was returning back to us, where our post then sent it back again (without even returning it to us) and was then normally delivered/collected.

In Excel report it says D-Scan On Time: No

So, can somebody from eBay tell us what we did wrong? Both orders were eventually delivered with delay, but this delay had nothing to do with us, we did everything right and same like for hundreds of parcels going out monthly.

Is there a way to appeal those cases?

Yellow notice now reads:

Your Item Not Received Rate status is non-compliant

Your account will not be restricted this cycle.

[lakefor94]

@classical-lps 

Sorry to hear of the INRs.  The BBE initiative is unforgiving. 

The way eBay looks at it is that you chose the shipping carrier and are fully responsible for the item arriving on time. Does not matter that your carrier had delays.

All you can do is process the refunds for the INRs before eBay does it for so you don't take a defect for a unresolved case as well as the hit in Seller Metrics.

As far as I know, they are not able to be appealed.

Best of luck moving forward.

[evelyb30]

All you can really do is block buyers with Italian delivery addresses.  The Italian postal service has been notoriously slow for 20 years that I know of.  You don't control it and can't fix it., and the only realistic option is to  avoid it.   There isn't much you can do about things going through Metarie unfortunately; it's developed a reputation as a bottleneck.  

[classical-lps]

Just a follow up, no case was even escalated, decided against us, nor left unresolved, both items were delivered to buyers, only with delay. I have no problems refunding buyer if things go wrong, but there was no need for that for years. Even with these 2 cases tracking was clearly showing what was going on and buyers did not want the money back. But this BBE system still recorded us faults, so that's why I asked if there is a way to appeal it. It's not a big deal really, this is actually first time ever that we have this yellow triangle warning and I guess it will soon go away (next cycle) but system is here just plain wrong or not fully developed/tuned.

I'm not against this system at all, in contrary, but BBE cases should not be recorded when actual cases are not left unresolved. And this is the case here. Often buyers open the INR case because this is first thing they see as a contact option, not everyone is here for years and know how this works, then when we reply and/or items is delivered (on time) they forget to close it, or even don't know they should do so. Most of the time they even don't know they opened some kind of case, they just wanted to get in touch and ask where is their item or how can they track it etc.

Anyway, I was hopping somebody from eBay was reading and could look into it, if not for removal of undeserved BBE cases (because there is no bad buyer experience, ask them...) then for maybe streamlining this compliance system and make it synced with actual situation/cases.

[evelyb30]

eBay employees don't read the boards and haven't for over a decade.  All you can do is complain to someone on X or Facebook, via Message on the eBay page.  They probably won't be able to do a darned thing either, but at least they'll have a record of a complaint for all the good it will do.  

[classical-lps]

Thanks, but they do actually, I was contacted through messages on a few occasions before and sometimes replies were posted directly here on boards. Not always or even often, but it happens. This was within last 4-5 years.

OK, this issues is not really critical and I don't have high hopes, but you never know. Point is, BBE system could be improved/streamlined to prevent recording BBE cases when there are none (and buyers are happy)

[animal-house-8]

Ebay considers shipping errors and mistakes are your shipping errors and mistakes, i'm not quite sure why they can't figure it out but they can't. A shipper loses your package or it takes a trip around the world like one of mine did and it's YOUR FAULT you will be dinged and if it happen too many times they shut you down. Ebay refunded a buyer 20 mins before a package was delivered, tracking showed out for delivery, I asked ebay if they even check the tracking before issuing refunds the person said no because the package is either delivered or not delivered. I had to go up the ladder a bit and took some time but I did get a courtesy refund from ebay but still had the INR ding which eventually goes away. Now they are using more AI (Artificial Ignorance) to do jobs as they lay off people, not sure if this is going to help but at least you can understand AI generated voice over the phone so maybe that would help if they get that far.