Service Metrics Clarification

[siliconalleyelectronics]

Hello I'm looking to hear feedback from others regarding their experiences with eBay's service metrics reporting as I have been seeing some odd behavior lately from reviewing the downloadable csv's which I'll just list off:

1. They are counting currently open but not closed or shipped returns in the current rate report. I have several INAD returns that buyers have not shipped that are showing up in the current rate report. It was my understanding that only closed returns should be in the current report and anything else is projected.

2. Returns with cases with cases closed in my favor, typically from deductions are counted in the report. This is not always the case, some are not counted but some are. I don't see any rhyme or reason for why some are and some are not though the case outcome always states that "this case won't be included when we evaluate seller performance".

3. Returns with deductions that are not disputed by the buyer therefore not escalated to cases are counted in the report. So if a buyer returns a damaged item as INAD but doesn't dispute the deduction then the return is counted negatively. Returns are only not counted if the buyer disputes a deduction but even then only sometimes. This seems like a bad incentive in which sellers will deduct from returns just to reduce service metric impact (I never do this incase it needs to be said)

Does all of this seem normal in everyone's experience?

[mam98031]

@siliconalleyelectronics 

The Service Metrics can be very confusing to understand.  Please know I'm answering your questions or observations does not mean that I agree with this policy, I'm simply trying to help you and maybe others better understand how it works so you can deal with this policy.

All INADs are counted the moment they get opened for ANY reason.  The outcome of the INAD has no bearing on this policy.  Just the simple fact the return was opened.  The ONLY ones that do not count are properly filed Buyer Remorse return requests.

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/service-metrics-policy...

Service metrics and peer benchmark

For your service metrics, we count how many times your buyers have either:

• Reported that an item hasn't arrived
• Requested a return because an item doesn't match the listing

Peer benchmarking means we look at how your rates compare with those of other sellers who have similar sales activity, items and business policies.

Service metric	What it means	Who we compare against
'Item not received' rate	The percentage of your transactions where a buyer reported that the item didn't arrive or was not available for collection	Other sellers who: Have a comparable volume of transactions, with the same evaluation period Sell items on the same eBay site with a similar price Ship to the same destinations with similar expected delivery timeframes
'Item not as described' return rate	The percentage of your transactions where a buyer requested a return because the item doesn't match the listing description	Other sellers who: Have a comparable volume of transactions, with the same evaluation period Sell items in the same categories as you with a similar price and item condition Have similar return policies and delivery time frames

[siliconalleyelectronics]

I appreciate the clarification, that would explain the open returns showing up in the report however it doesn't explain the returns with cases closed showing up in the report. When the case outcome states this case won't be included when we evaluate seller performance, are they referring to something else?

[mam98031]

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@siliconalleyelectronics wrote:

I appreciate the clarification, that would explain the open returns showing up in the report however it doesn't explain the returns with cases closed showing up in the report. When the case outcome states this case won't be included when we evaluate seller performance, are they referring to something else?

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Yes it does.  ALL INADS, no matter the reason it was opened or the outcome of the claim when it closes, counts against sellers in the SM.

Where are you seeing that statement?  Can you give me a screen shot so I can try to give you the best information I can.

[siliconalleyelectronics]

Here's a screenshot as an example. I have to say that's a very odd policy as it is also including returns that were closed because the buyer never sent back the product which is common once I have the opportunity to provide troubleshooting tips with the customer. I hadn't realized that closed returns from my own customer support were still being counted against my service metrics.

[mam98031]

Thank you for the added information.  This helped to jog my memory on something.  Was this an INAD or an INR.  They are accounted for differently in the SM.

If it is an INAD, then it appears they are not going to hold this as an unresolved case by the seller, so there will be no defect on your Seller Dashboard.

In the SM, check the count between the detailed report and the numbers showing on the Chart.  It is the Chart numbers that are important, so if it appears on the detailed report, but NOT the chart, then it is not being counted against you.  

[siliconalleyelectronics]

This is an INAD return, the .CSV has a yes/no column indicating if any line item is counted in the report. The total yes's match with the number on the SM page and this particular case is among them. Around 20% of the returns counted in the report are returns that were not returned or cases such as this.

[mam98031]

You may need to contact Ebay on this.  Keep in mind, that just because a case closes in your favor does NOT mean it gets removed from the SM numbers, unless Ebay tells you that it is.

Just to make sure we are looking at the same things.  This link is from the Seller Hub where sellers can track their SM numbers.

https://www.ebay.com/sh/performance/service-metrics

Is this where you got to review your numbers and look at the details?

****************************************************************

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[siliconalleyelectronics]

Thank you, I'll get in contact with customer support for this. Yes we're looking at the same web page, the .CSV is also on that page through a link on the bottom left. All of the cases have the same outcome but only some of them are counted in SM while others are not. My return rates have been stable for years however SM performance fluctuates by sometimes quite a lot depending on what they decide does and doesn't count.

[mam98031]

Please come back and share what you learn.

[siliconalleyelectronics]

So I've spoken with CS and got some clarification on how the system works. Firstly, it is as you had mentioned that all INAD returns are filed into service metrics performance from the moment they are filed regardless of outcome. If the buyer made a mistake, changed their mind, didn't return the product for whatever reason, gets stolen, damaged, or has a case filed it doesn't matter they're all counted. The message I was getting regarding cases not counting in performance evaluation is only referring to seller performance level, not service metrics they are two totally separate things. I was told that the only reason that INAD returns are not counted in service metrics are if the buyer has had enough reports filed against their account so as to result in loss of buyer protections or removal from the platform. I was also told that the system is entirely automated, nothing is done manually and there is no option to appeal anything at any point.

I did ask what the best course of action is for better SM performance and was told to include notes advising the customer to contact me for assistance before filing a return request. Otherwise there really isn't anything that can be done, customer support after a request has been filed to reach a resolution has absolutely no bearing on this metric even if it reduces your actual return rate to 0. It is technically possible to have 0 returns and a very high INAD return service metric.

[tobaccocardyahoo]

Complicating matters is the fact that there is a delay in when the service metrics are updated.

They are not updated as a result of any realtime event as far as I can tell.

[mam98031]

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@siliconalleyelectronics wrote:

So I've spoken with CS and got some clarification on how the system works. Firstly, it is as you had mentioned that all INAD returns are filed into service metrics performance from the moment they are filed regardless of outcome. If the buyer made a mistake, changed their mind, didn't return the product for whatever reason, gets stolen, damaged, or has a case filed it doesn't matter they're all counted. The message I was getting regarding cases not counting in performance evaluation is only referring to seller performance level, not service metrics they are two totally separate things. I was told that the only reason that INAD returns are not counted in service metrics are if the buyer has had enough reports filed against their account so as to result in loss of buyer protections or removal from the platform. I was also told that the system is entirely automated, nothing is done manually and there is no option to appeal anything at any point.

I did ask what the best course of action is for better SM performance and was told to include notes advising the customer to contact me for assistance before filing a return request. Otherwise there really isn't anything that can be done, customer support after a request has been filed to reach a resolution has absolutely no bearing on this metric even if it reduces your actual return rate to 0. It is technically possible to have 0 returns and a very high INAD return service metric.

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Part of this is not correct information that they gave you.  "If the buyer made a mistake, changed their mind..."  either of those reasons means it is a properly filed Buyer Remorse claim NOT an INAD.  Properly filed Buyer Remorse claims do NOT count in the Service Metrics numbers.

Yes, The Seller Dashboard is where you see Defects and is one of the two ways Ebay evals us on the 20th of each month.  The other is the Service Metrics.  I mentioned in an earlier post that it sounded to me like they were talking about the Seller Dashboard defects.

[siliconalleyelectronics]

Perhaps I worded it incorrectly, if the buyer filed and INAD return by mistake then it is counted in service metrics regardless of outcome. The buyer may have made a mistake while generating the return, pressed the wrong button, changed their mind afterward ect. For example, I sell electronics which rely heavily on parts compatibility of a dozen or so other components and incompatibility is a very common reason for returns. When generating a return, the closest reason to "incompatible" for most people is "not working" and I see this a lot. From their perspective the computer just doesn't work so I'd probably do the same thing. Buyers open a return for doesn't work or defective, I'll ask what the issue is and they'll say the computer doesn't work because the motherboard isn't compatible with some other part they purchased. Buyers cannot change their return reason so those are counted in SM. 

Ebay's catch-all reasoning with the system is that you're compared against peers so all of these variances are accounted for but that's not really true. The problem here is the outliers in statistics which are averaged out when compared against an aggregate but not at an individual level. This is compounded by the fact that the performance assessment can be quite narrow. For many sellers an "outlier" stat can be as small as 5-10 errant returns within a 90 day period to put them in the red. I think this is why the system causes a lot of grief for sellers, one quarter everything is fine and the next it's not for seemingly nebulous reasons as overall return rates may have stayed the same. My own experience sees SM fluctuating based on how many buyers were or weren't reported for misusing returns or how many opened a return but changed their mind.

I don't disagree with having a system to monitor return rates and INRs however it wouldn't be difficult for eBay to implement a system that filters out returns from SM that have reached a conclusion without an actual return or full refund of the product. This would be both easily automated as well as incentivize sellers to provide support to their customers after the sale has been made.