mam98031 • Volunteer Community Member • Buyer/Seller since 1999
With the Service Metrics, the outcome of any given case whether a SNAD or an INR does not matter. It is the mere fact they were opened in the first place. So trying to justify some of these because they closed in your favor or were filed by accident by the buyer does not matter. The only thing that matters is that the case was opened in the first place. And you do get a whole lot of INRs. That you need to find a way to resolve.
@mam98031 wrote:
The OP said the buyer requested it.
The email by the buyer's admission was a problem with the carrier not re-delivering the item. That could have been that the buyer didn't understand that signing to have the item re-delivered doesn't mean they are signing for the item. And the carrier may have tried to re-deliver as the buyer asked, but no one was there to sign. Likely some confusion with the process.
It doesn't make any difference if the buyer asked to have the signature delivery or not.
They buyer said they signed the notice, and were expecting the item to be redelivered. @sharp.shooter.ser was trying to say that the buyer had not taken the appropriate steps, because they should either have picked the item up at the post office, or been there to sign for it when it was delivered.
That is not necessarily true, with the USPS. The recipient can sign the notice form, to request the post office to redeliver the package without any need for another signature other than the one on the notice form.
There's a space on the notice-left form, where the recipient can sign for the delivery, and in that case the item should have been delivered without any more requirement for signatures. I assumed that was what the buyer meant. They may not have been specific, but it's a reasonable assumption.
https://www.nalc.org/workplace-issues/resources/manuals/PO-610-November-2014.pdf
See page 4:
I have to say this thread is a bit confusing. @sharp.shooter.ser are you the OP but using a different user ID?
The Service Metrics doesn't have multiple ways to look at it. The rules for that program are simply the rules. While you may not find yourself responsible, Ebay does. And Ebay will do as Ebay wants to do. The Service Metrics is as I explained earlier. It doesn't matter what reason a SNAD or INR is opened for nor does it matter who wins the claim. The mere fact it was opened counts in the Service Metrics.
You can try to justify the number of INRs you have and you may not feel some should could count, but the fact remains if they get opened for any reason they count. Ebay has never required we agree with them on anything. And this is no exception.
There are NO "defects" in the Service Metrics. "Defects" only happen on items represented on our Seller Dashboard. These are two completely different things.
You really should read this policy closely.
1) Now I talked to customer service again. They said I could appeal against this restriction after 30 days.
2) I also told them that; ebay says this in their policy statement on their site.
Evaluation result
Action taken: INR% of window1 or INR% of window2 is higher than corresponding market average INR% and eBay decides to take action.
Non-compliant: INR% of window1 or INR% of window2 is higher than corresponding market average INR% but eBay will hold action this cycle.
Compliant: Both INR% of window1 and INR% of window2 are lower than corresponding market average INR%.
Please note that eBay will start implementing the above evaluation from July 24, 2023. Transactions before July 2, 2023 will not be subject to the evaluation."
- Accordingly, I said that this evaluation should not take into account the transactions before July 2. The customer suport asked where it was written and I said it was on eBay. He was very surprised and tried to say that export.ebay.com has nothing to do with ebay and he told his manager and transferred me to him. The manager informed me that he wrote it wrong here and that he would ask for the statement to be corrected. In other words, the information on the site that transactions before July 2 will not be considered in this policy statement is incorrect. Do you think eBay could fall into such a situation?
Why were transactions before July 2 considered for my results? Transactions in my account before July 2 should not be taken into account and should not affect my account. There is a mistake and the ebay robots are making a mistake.
This write on the eBay site, in the "Service metrics policy" section it says exactly: "If you are rated Very High for a shipping category, but you had fewer than 10 'Item not received' requests from unique buyers, or your 'Item not received' rate is under 1% in a specific shipping category during the evaluation period, you will not be subject to consequences."
In my evaluation period, my ratio in the service metric appears to be 2/105. So under 10 transactions. In this case, the result of this metric measurement cannot be applied to my account. Because the number in my account is under 10 transactions. You can see this in the service metrics section.
I also said that I only have 2 INR cases in 105 transactions and those packages reach their owners within a few days and I have no open cases. But in vain, they told me to reapply after 30 days and only then would they review it.
I'm really tired... I've been here for 13 years and this is the first time I've encountered a situation where no one knows anything.
Please isn't there a senior ebay official here? No eBay senior official sees what's going on here? Really good sellers are in trouble. Ebay is making a big mistake.
@sharp.shooter.ser You still didn't answer a question I asked. Are you the member that started this thread but using another ID to post with?
I don't dispute you have an issue. You are in the same position and many other foreign sellers. None of us here will be able to help you no matter how many times it gets explained. We are all just members of the site like you. Your only recourse is to talk or communicate with Ebay.
Thank you. I've tried to get the OP to join the conversation on the thread they started, but so far they haven't. It would be good to know more from the OP too.
Have a look at my INR report for "International - Matured Region" I think there is no need to attach anything else as a proof as the statement itself is self explanatory.
As I stated before, there is only one INR for me, rest are delivered items / closed requests. Look at the estimated delivery dates, then delivered date and case file date. Items were delivered even before the case file dates. Hence there should not have been any dispute requests. BTW the 4 items shown as delivered are all part of 1 order. Only the highlighted item is allegedly not delivered because as others (perhaps @sharp.shooter.ser ) mentioned, Royal Mail of Britain is not interested in updating tracking information thereby providing cover to scammers to do shopping on ebay and then file claims. It is for this very reason that we have decided to NOT sell to UK (by using only DHL or FedEx or UPS for 30 to 40 USD per shipment even if the item's price is just 1 USD)
Now let's have a look at another report for "International - Emerging Region". Everything in this report has been delivered items. These are actually 2 orders where items 2 and 3 belong to the same order. For Item # 2 & 3 I refunded the buyer but didn't give up on tracking the shipment which revealed that the item was sent back to origin country by the customs and it was then re-sent by the origin country and then the items were finally delivered to the buyer because I sent him/ her message through ebay to collect the items and pay us if s/he wishes so. It is for this reason that the buyer left positive feedback and callued us "honest seller" and
Now let's see the proof of delivery for Item # 1 in our 2nd list "Emerging Region". The tracking is bit longer than what I've attached. Anyway, the item was with the customs of the destination country from 8th May till 30th May, which seems to be the reason for late delivery. Ebay's estimated delivery date is 12th May, had it not been with the customs for so long time, it would've been delivered in time and there wouldn't have been a dispute request.
Therefore, I can say that for "International - Matured Region" we have only 1 "alleged" INR because Royal Mail is not interested in updating the tracking or interested only in giving benefits to scammers. And that's why we have decided not to use standard mail option for UK.
As far as "International - Emerging Region" is concerned, delays because of customs were not considered before opening a dispute request.
And before someone asks for proof if I am a dropshipper or not, so it may be suffice to say that each and every item we sell is unique. So it can't be outsourced from some vendor. We take pictures of envelope bearing the tracking number and customer information before sending to the post office and these pictures can be sent to ebay upon request.
