Service Metrics - Returns

[chariot_badges]

Luck runs in streaks.

Hunters know this, salespeople know this, gamblers know this ... lovers know this.

Good luck - and bad luck ... runs in streaks.

For some reason (and I've really thought about this) I have had a streak of returns.

This is a portion of my returns analysis:

Item not as described returns

See how you compare to your peers.

eBay Motors

Rate: 1.15% (Adjusted: Average)

Adjustment reason:  Requests from less than 10 buyers

• Total transactions:             436
• Item not as described:         5
• 5 / 436 =                                 1.15%

As you can see, I am at 1.15% return rate, which is "HIGH".

My 'peers' are at   0.29%.  (must be the ones complaining about no sales). 

And, that was before I got THREE MORE THIS WEEK.  WTH?

After those three get in the mix it will be 8/436 or 1.83%!

I'm not blaming the buyers, if they don't want it they shouldn't pay for it.  These are all used items, and they are all different.  I really don't mind refunds.  Ebay sure does. 

And, I'm not training 'buyers' to scam, because I automatically block anyone who requests a refund.  

Since I am already shipping the best product, accurately described and well packed ... I really can't "do better".   No, I can't.  

It is what it is.

So, here are my question(s):  

- See where it says "Requests from less than 10 buyers"?  Does that mean that as long as I stay below 10 requests per year, I'm ok?

- What happens when I get up in the red area ... 2% or more?  

- If someone sends a refund request thru Ebay, can I send them a message offering to immediately refund in full without returning the item if they retract the refund?  or is that against TOS in some way?

- If we do arrive at that agreement, and seller withdraws the refund ... does it then not count against me?  

- Whatta ya think about putting a note in with the item, asking them to contact me before contacting Ebay with a problem - or will THAT get me in trouble with Ebay?

I will have returns ... I just gotta find a way not to have official returns.

I am purposefully a small seller, I do one or two sales a day ... if sales get too strong I raise prices a little and it slows down.   It pays for my boat moorage, bait, insurance, beer and gas.

Suggestions and comments gladly accepted.

[chariot_badges · Accepted solution]

No love, eh?

Oh well ...

[chariot_badges]

It's too long for ya'll to read, eh?

Should I have used more exclamation marks in the title?

[stainlessenginecovers]

Basically- gambling, luck, sales, love does NOT come in 'streaks' until a person happens to notice that 'this time' (key words...THIS TIME) that is the case.

Otherwise..

all those things happen when they happen and 99% of the time- It simply goes Unnoticed. 

[chapeau-noir]

@chariot_badges 

Dunno about anyone else, but I was working.

- If someone sends a refund request thru Ebay, can I send them a message offering to immediately refund in full without returning the item if they retract the refund? or is that against TOS in some way?

A refund request for INAD will count against you whether the buyer retracts it or not. I don't even bother fiddling with them but just have them automatically accepted like any other return and process them like any other return. Sometimes I just tell the buyer to keep the item but that's only because once in a while I don't want to pay for it to be returned, and if it's a mistake I did really make, don't want them to have to have the hassle of returning. It does nothing for my metrics, it's just how I do customer service.  

If someone contacts you via messages only, you can refund and you will not get a defect. It is opening the case that garners the defect, but you have to be careful about how you cancel the sale and do the refund.

- If we do arrive at that agreement, and seller withdraws the refund ... does it then not count against me?

It will, anyway if the buyer has already opened the INAD case. I had one where the buyer never returned the item (the colour had 'disappointed' them) and I still got the defect.

- Whatta ya think about putting a note in with the item, asking them to contact me before contacting Ebay with a problem - or will THAT get me in trouble with Ebay?

No, it won't. You can put what you want in the package.

Regular remorse returns and INRs do not count against you as long as you (the seller) resolves the case.

ETA: You chose your own answer as 'question answered' which will probably mean lots of people won't bother to look at this thread now, as they think the answer has been given. I'm not sure if you can revise that or not.

[chapeau-noir]

---

@stainlessenginecovers wrote:

Basically- gambling, luck, sales, love does NOT come in 'streaks' until a person happens to notice that 'this time' (key words...THIS TIME) that is the case.

Otherwise..

all those things happen when they happen and 99% of the time- It simply goes Unnoticed. 

---

But bacon comes in streaks, and now I'm hungry.

[ebooksdiva]

What most responders did not say is if you fall below what eBay deems as acceptable NAD returns you could face higher final value fees.  Restrictions on listing. Loss of TRS status to Below standard status. 
Doing returns outside of MBG is risky. Buyers like the protection eBay gives them with returns.
You can put notes in packages, but that won't guarantee that they will comply. 
You need to take a look at why your buyers are returning items for NAD . Look at your listings from a buyers point of view to see what you can do to prevent future NAD returns. 

Food for thought ...marking your own post as a best answer is truly not a best answer, when other sellers looking in this forum for answers to the same question you asked your best answer doesn't help . 

[asset_liquidators]

As soon as any request is open it affects your account. Doesn't matter if they close it or not. I had someone open a return and close it within minutes before I could even respond and I got a defect for it. That's the way eBay designed it. The more people they can "gotcha" the more fees they can collect when they throw your account into that higher fee bracket. It is a very disingenuous system designed to do exactly what it does, screw over the seller.

[kensgiftshop]

Maybe describing the item they are buying might help.

Looked at three of your listing and they all have the same description and nothing describing the actual item.