Service Metrics & Item Not Received Requests

[tmtreas30]

I had a buyer open an item not received request this morning. Item was shipped the very next day after purchase which tracking info shows. Shipping label was purchased thru ebay as well. After taking a look at the tracking info for the item it has been updated 2x stating item is on its way to next facility & will be arriving late. This was right in the tracking info for buyer to see & yet they still opened the INR request. In addition they left a message stating I needed to update an expected delivery date & that it was supposed to be there 4 days ago. I have done everything correct at my end...the issue is clearly with USPS. I updated the tracking info and sent a msg to buyer apologizing for the delay on USPS's part....My question is this, will this INR show up on my service metrics page even though this issue was not my fault. Also, does ebay combine INAD & INR cases together in your service metrics assessment or are they counted separately? 

[lakefor94]

---

@wastingtime101 wrote:

---

@lakefor94 wrote:

---

@brightlightbookseller wrote:

That is only true for overseas sellers, not for US sellers (for now at least).  Since @tmtreas30  is registered in the US, this shouldn't count against them unless it's decided in the buyer's favor, which is rare for INR cases.

---

All INAD cases stick in "Service Metrics" for USA sellers, no matter what the outcome.  

Again, my understanding is INR'S do not get removed from USA "service metrics." No matter what the outcome.

@wastingtime101  Are you familiar with INR's and service metrics?

---

The original poster's INR service metrics will be impacted regardless of outcome.  INRs do count against us even when there's confirmed delivery, unless seller protections come in to play for something like weather or eIS.

This is a screenshot from my own INR metrics. First one did not count against me because buyer provided wrong address at checkout, and eBay determined filing a claim in that situation was abusive behavior.

@wastingtime101 

Was this "No" determination done by bot? 

The other 2 were regular INRs that were found in my favor with tracking confirming delivery.

Your statement about not as described claims is not accurate. They will appear on service metrics, but if eBay determines there was buyer abuse they will not include it in the rate calculation.

I take it that a seller has to appeal through Social Media to get a INAD Service Metrics hit removed if deemed "Buyer Abuse" in a INAD case?

Because it does not sound like something a bot would determine and remove. 

Or was this part of a 50% refund and/or reporting the buyer for abuse?

Hope that helps @lakefor94 .  Yes, very helpful, thank you. 

The reason I am digging into this is because I appealed something several years ago and the USA CS Rep told me that "my service metrics were in great shape and not to be concerned about it". They were not removing it. (Can't remember exactly what the scenario was)

Back then, the word that was going around here on the boards was that they did not remove any service metrics hits for any reason. 

---

[wastingtime101]

Sorry it's nearly impossible to read your post @lakefor94 . Don't know if you used colors or not to distinguish your comments, but in dark mode there are no colors so it all blends in.

>>I take it that a seller has to appeal through Social Media to get a INAD Service Metrics hit removed if deemed "Buyer Abuse" in a INAD case?

No, not at all. The social teams cannot do anything to appeal service metrics.

What happens is you report abusive buyer behavior. eBay reviews reports of abusive buyer behavior. If they determine the buyer was abusive, it will automatically apply protections to your service metrics. The hit to metrics will still be there, but the "included in rate calculation" will say no as shown above.

[lakefor94]

---

@wastingtime101 wrote:

Sorry it's nearly impossible to read your post @lakefor94 . Don't know if you used colors or not to distinguish your comments, but in dark mode there are no colors so it all blends in.

>>I take it that a seller has to appeal through Social Media to get a INAD Service Metrics hit removed if deemed "Buyer Abuse" in a INAD case?

No, not at all. The social teams cannot do anything to appeal service metrics.

What happens is you report abusive buyer behavior. eBay reviews reports of abusive buyer behavior. If they determine the buyer was abusive, it will automatically apply protections to your service metrics. The hit to metrics will still be there, but the "included in rate calculation" will say no as shown above.

---

@wastingtime101 

That is interesting. I would not have thought eBay would actually review a abusive buyer report unless there was significant money involved. I can't imagine how many abusive buyer reports are filed on a daily basis. Could it be thousands? Wonder how they would determine which reports to review?

I am probably thinking too deep into this........

[wastingtime101]

---

@lakefor94 wrote:

---

I am probably thinking too deep into this........

---

I concur.