Service Metrics TOTAL BULL!

[baydistributionllc]

So people abuse the return process. That is nothing new. I remember a time when there wasn't returns and the solution was feedback. The advent of returns has rendered feedback meaningless. Every sale should be counted to the positive if no FB left after 30 days to give it some meaning back. The bad people are in the vast minority. Even with the abuses the ability to block them so they can only fool me once makes it workable.

Service metrics on the other hand really grinds my gears. I am dealing with one jerk after another and being provided no real protection. Black and white abuse counts for service metrics. I get abused then ebay comes in to abuse me some more if I get abused too much. They kick you while your down. It is so incredibly disgusting. It is a poor concept and a poor policy. They need to proactively remove abuses. I still would think its **bleep** but it wouldn't be so disgusting. Here are my recent abuses. I haven't ventured into "very high" yet but I swear if I do I am going to remove all the items from the category. Home & Garden is like 4 categories in one because they are too lazy to break it out as would make sense. That doesn't help.

Faucet Cartridge New Sealed - Buyer messed up their address and opened an INAD return instead of an INR case. CS Says they will get it removed from service metrics. I recorded the phone call where they told me that because I fully expect to find it on service metrics later.

Tub Spout - Says "non-diverter" in the title and description and photo shows actual item. Return because they need one with diverter.

Toilet Tank Handle Brand New - Cannot figure out how to install it. Didn't even unwrap the instructions. Bogus INAD.

Stanley Door Hinge - Request to cancel after item shipped. Bogus INAD for free return.

Commercial Door Opener - Bogus INAD because it doesn't work with residential door.

New thermostat for electric heater - Bogus INAD because it doesn't fit their heater.

Used light fixture - Bogus INAD for claims related use. Listed as used. Clearly shown.

Bathroom faucet - Didn't like it. Bogus INAD just to make the return free. Didn't even bother claiming anything else in the text window. Just didn't like it reasons with INAD selected.

Kodak Pressure Tape - Used 90% of them and then returned the wrappers.

Cadillac wheel center - Bogus INAD because it doesn't fit what it doesn't claim to fit.

Moen Faucet - Armature install kinds a solid copper line and ruins. Bogus INAD to make return free.

This all for past 90 days. What kind of **bleep** are you putting up with? Have got bent over the Service Metrics policy yet? Rather than remove the asinine policy, or take steps to make the data accurate, they just doubled down on the fee by raising 1%. I sure wish we had some sellers running the company rather than lazy ignorant people.

[katzrul15]

Unfortunately, if the Buyer opens an INAD claim vs a remorse return, even when noted in emails it was an error - e-Bay will not remove/change it.

You can (and should) report your buyers from the transaction view if they abuse the return process.

Make sure you BBL your return abuse offenders.

[fern*wood · Accepted solution]

Have you ever tried having a return policy?  This allows buyers that buy in error or have remorse to return on their dime without filing a not as described return.  My returns are about 80% remorse, so they don't hurt me by forcing buyers, determined to return, into faking not as described returns. 

[1tuna]

I used to look at my dashboard all the time

my return rate is around 1.7% usually......about 2 returns a month maybe

I looked for years to see if they were SNAD...the dashboard is not where you look

I know where to look now and all of my retunrs are SNAD...every single one of them

I have 30 days free returns and love it

I really dont know why they dont hold those snad against me .

plenty of my lates get descored just like they say they will do

I have not had an unresolved defect for at least 5 years and the transaction defect rate is always on zero

I feel like they are lenient with me but are happy i have free returns for 30 days

i have always had the TRS badge and the +++ stuff

YMMV

[theteamsetguy]

As others have said I would suggest changing your return policy. I offer free returns for whatever reason. I also put a little note with my shipment to contact me if you are unhappy for any reason. Not everyone reads the note but a vast majority do. 

Once they contact me and they want to return an item I give them instructions on how to select the proper reason. I don’t care if they changed their mind. At the end of the day I want happy customers.

[stainlessenginecovers]

Average return rates for Brick/Mortar stores has lept from 10% to 16% last year. Online sales up to 30%.

You sold 300 items average a month. How many returned? 

[kensgiftshop]

Good descriptions might cut down on some of the returns.

When sellers don't accept returns, buyers will lie and file a false INAD when they are not happy with the item they received.

[onlinecentral]

If you operate with a No Returns Policy, your INAD/SNAD rate will be high. You are going to lose between $3.39 and $3.86 of original outgoing postage either way. Plus, you are Always paying the return postage. Not accepting returns 'forces' buyers to go the INAD route to get a refund. Reconsider your policy.

If you operate with buyer paid returns, your rate will be medium. I accept returns.
1.0% Honest returns, the buyer paid return postage.
0.4% Dishonest or incompetent returns, I paid return postage.
Some of those 0.4% drop off when I Report The Buyer for Return Abuse.

If you operate with Free Returns, your rate should be zero. See message 4.

[partfinds]

I completely agree. Service metrics have no purpose and are unfair to sellers. Why are we supposed to pay penalties when we are alreday enduring losses related to falsely filed claims? 
No notes put in box work. If you accept returns then all of requests  are approved automatically and so you don’t have a chance to guide buyer to choose different reason for return. If buyer wants full return (and all of them do) whether they deserve it or not, there is nothing you can do to get them to be honest. Ebay has no regard for seller and so the buyer.

Ebay encourages buyer fraud and unmotivates sellers with current policies or lack of them in place. 

[partfinds]

Not to mention that everytime you have 3-4 return requests the sales impressions and views are down for couple of weeks.

you can’t keep even couple bucks for original shipping because Ebay will keep your final value fees of 20%. Just more incentive given to buyer „friendly” fraud and discouragment for sellers. The process of reviewing reports of fraud is not working.

[baydistributionllc]

Yes. "Just Didn't Like It" and "Found Better Price" is just a bridge too far. When someone takes something back to Wal-Mart or abuses returns on an Amazon owned item, Amazon and Wal-Mart just send it back to the manufacturer or liquidate it and then they don't pay the manufacturer for it. They can have generous return policies because it doesn't cost them anything. We are shipping stuff here. If its genuinely not as described or doesn't work I can understand a mechanism for a return. Beyond that its silly. Having a small business eat the cost of sending something back and fourth simply because you didn't like it is disgusting and entitled. You can have those customers. I don't want them. Try too return something to a pawn shop, goodwill, a junk yard, a thrift store, a small local business, and you will get laughed out of town. Same thing should happen here.

I did have returns on so I could deduct for abuse. I can understand ebay siding with the buyer when there is doubt. They side with the buyer every time. When its black and white abuse. When the buyer boldly claims they are going to abuse it, then they abuse it, they still side with the buyer. I can deduct, but they can just call and get the money back. They win. They learn nothing. They come back and do it some more. Being able to deduct for abuse is not worth opening up to all the returns for nonsense reasons.

Tools - Lot of people use my tools and send them back like I am free tool rental.

Car Parts - People buy the parts just to check if maybe they will feet even though it clearly says they wont. They want to play parts darts on my shipping dime. I will order all five of these and then return the four that don't work.

So many good people. They people that do this kind of stuff are few. ebay ENCOURAGES them to do it. If I look at something that has free returns ebay will send me an email basically inviting me to use it and then send it back. It is so gross.

You are right in that having a return policy would mitigate the Service Metrics problem. Giving people the entitled choice instead of lying would have a positive effect. I am not willing to do that.

[mandisattictoyz]

Start the arbitration process, they will settle.  If not then when you file the paperwork after sending the 30 day notice they will pay up.  Because they don’t want to fork over the $10,000 fee to start it so they will pay.  They are just being really tight right now and need a nudge 

[texasgoldreserve]

Hope someone reads this dear Ebay , been here selling same location over 20 years , Ebay almost 18 years but metrics evaluation is FLAWED and unfair........we are top rated seller with ZERO in all  yes zero from tracking upload to delivery on time the perfect score !

 March 26/2022 we get email from ebay that our service metrics on item not received  are very high at 1.39 and we will suffer consequences of over 500 of our listings now have added delivery time up to a month delivery estimate in some cases ( april 28- may 3) sales went to almost zero on day taking affect , they arrived at latter by taking the 12 non reception request and devided it  by item sold last 90 days .

So we downloaded the 12 items to see what is going on .Below are details of tracking

** 8 of the items actually got delivered  in 4 to 12 days from payment day with all of them tracking  timely uploaded and USPS scan within 1 business day !

** 3 of them showing " in transit"probably loss due weather . again tracking uploaded and usps scan on time

** 1  vanished with  "out for delivery " as last entry. again tracking uploaded on time and usps scan on time

Called customer service spent over an our to be told not to worry she put this issue in a PRIORITY notes to be resolved by a superior.Told me they should not count the delivered ones at least specially after getting a nice letter from Ebay re everyone of these cases telling me that cases decided in my favor and will not affect seller performances etc..and any negative feedback will be removed.

Two days go by , nothing happens ..so called back CS ,  took over 20 minutes for this person to figure out what are service metrics...then on hold back and forth over an hour to be told that ALL  NON RECEIVED disputes count in the service metrics no matter delivered or not and under what excuse opened , scammer or not , irrelevant that you uploaded tracking and did all by the book ??????? she can not reverse them or not count them that simple , even in 2 cases same buyer who paid on 8th feb and got delivery on 14th feb PRIORITY mail with signature  that  same day this scammer opened 2 NON RECEIVED items dispute ! 

Please can someone explain what has gone wrong here ?

My husband is beside himself and its just sad.

[femmefan1946]

No returns does not mean No Refunds.

One of the many reasons eBay brought in BillPoint payments, and later bought Paypal, was  because electronic payment allowed them a way to prove delivery when customers complained that sellers had taken their money and shipped nothing (and sellers complained that buyers did not pay them) which gave the buyer the ability to get a refund.

Refunds for Not As Described goods were part of that.

[coolections]

When replying to all those negatives you may want to be careful as those replies can be removed by Ebay.