Service Metrics Penalty - ebay needs to rethink this

[banana*shoe*boutique]

I don't know what's going on lately but my returns have all been false SNAD and it's going against my service metrics.  I'm scared I'm going to be paying the 4% penalty come Oct and ebay is useless to help.

So a buyer recently did a return for "doesn't seem authentic" and for the reason they put "I wanted real leather and these are not"

The Birkenstocks were made of Birki's own material, Birko-Flor, and it said that 3 times in the listing.  CS agreed that it was not opened right and advised me to close it and then said they'd request a credit for the label (one way) but said they couldn't do anything about the metrics???  And I doubt the buyer got a strike for the false claim.

Today I called again to have the service metrics fixed.  A buyer opened a SNAD because the shoes were not comfortable.  Is this the future for shoes/clothing??? If it's not comfortable then it's defective.  Again, I am out shipping both ways and this CS said he can't do anything about metrics.

Lastly, I'm in a third SNAD because the buyer chose "Doesn't work or defective"  She's super nice and admitted she didn't understand the difference these choices made for the seller.  She said she chose that reason because "the shoes don't work for me, as in I don't care for them"  She calls CS to change it and they said nothing will happen to my metrics.  I mean why do they say this nonsense?  I can clearly see these types of returns do and soon I'll be punished for it.

eBay needs to rethink this.  It's bad enough we get the false snads and the loss of shipping but now we're going to get hit with a huge penalty to sting worse.

[mokagroup]

Yes, Yes, Yes, this is exactly how it plays out. I'm also a shoe seller and I got SNADs for "not comfortable", "must be mismarked because they don't fit", "wrong shade of green", "I didn't think they were shiny", “not real leather” (even though they are marked as such) etc. There is no way to dispute these claims anymore, the only thing you can do to take your merchandise elsewhere or pay the 14%. This is eBay's way to try to push us into submission to offer free shipping and free returns. As for myself, even with the 14% final value fee, I'm not out of as much money as I would be if I had to foot shipping both ways all the time. I think the days of casual sellers are numbered, nobody will put up with this who just wants to get rid of a few unwanted items. Also, heavy and expensive items are out too, as the return shipping fraud and theft risk is just too big. It really feels like an insult to injury, not only are buyers lying to save a few bucks but we get even penalized for it. Lovely.

[missjen831]

I think they need to get rid of just for the simple fact that.....they know returns are part of the business and they are encouraging 30 day returns! It’s disgusting to encourage sellers to offer a return policy and then punish them for too many returns! 

[twnpopcards]

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@missjen831 wrote:

I think they need to get rid of just for the simple fact that.....they know returns are part of the business and they are encouraging 30 day returns! It’s disgusting to encourage sellers to offer a return policy and then punish them for too many returns! 

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This is nothing more than another money grab by Ebay as they are not showing the growth that the other ecommerce sites are.  If you look at what happens in reality, every seller that gets hit with this takes a 40% increase in FVF which will go along ways in helping Ebay finally show some double digit growth like the other companies have been.  With the constant daily glitches it was difficult for Ebay to pass on an across the board FVF increase, so they came up with a huge increase where they can blame the seller for causing their own problems, at least that is the spin that will be put on it to Wall Street and the shareholders, none of who have to deal with the realities of selling on Ebay.

What I think will wind up happening though is most will take their listings elsewhere or will jack the prices up so high on Ebay that nothing sells on here and Ebay will still not show the growth they are trying so desperately to produce.  If Ebay would stop hiding listings and allow sellers to actually show what they have available and stop the constant punishments of sellers I think they would start to show some of that growth they so badly want as Sellers really are trying to make a living on here.  But it seems that Ebay feels that the Sellers make to much money and should continue to drop their prices no matter what they had to pay for the inventory as Ebay management does not understand the retail industry unfortunately.

Eventually something is going to buckle and break and it will be interesting to see if its the Sellers leaving or Ebay going into business for themselves and buying their own inventory to give away.

[hioctane62]

Ebay is really pushing the envelope of legality by imposing this additional fee on sellers for situations that they themselves create. It's THEIR policies that cause most of these types of returns. 

THIS will be the policy that causes a challenge to ebay's stance that sellers cannot participate in a class action against ebay. It's blatant fraud being committed by ebay. 

The real losers in all of this? The BUYERS that ebay has left. They will see higher prices and fewer selection as sellers dump ebay, and the sellers that remain raise prices.

Ebay's vision of showing growth from this will not happen. In fact, it will likely have the opposite effect and ebay will not be able to continue to appease shareholders as their numbers continue to slide.

[ted_200]

I don't know what's going on lately but my returns have all been false SNAD...

What's going on is word is spreading about how eBay really works...

[ted_200]

Ebay's vision of showing growth from this will not happen. In fact, it will likely have the opposite effect...

Of course it will.  Not only will this cause higher prices (which drives buyers away), good sellers have choices and will tire of being abused and then charged more for the privilege, and will leave.  Lower quality sellers + higher prices is not a growth strategy. 

[jasoheat_0]

odd how this discussion is still open( as it is older than others that are similar )  while others are closed for length of time since they have begun .... odd things are happening 

[kh-jenn]

Hello Everyone,

Due to the age of the thread, it has been closed to further replies.  Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thanks for understanding!​​​​​​​