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? 

[robbie31415]

It will depend on what happens.

Where is the package going? Doral / Miami ?

If it doesn't show delivery they will win the INR and it will count on your service metrics.

If you win (will require delivered tracking) then it won't count on your service metrics.

[tmtreas30]

It was shipped from NY and it was going to OH...It was scanned at the Columbus OH USPS Distribution Center last Friday 10/18...It was purchased Monday night 10/14 & I shipped it Tuesday am 10/15. So it's not like it's been "lost" or missing for weeks. 

[lakefor94]

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@robbie31415 wrote:

It will depend on what happens.

Where is the package going? Doral / Miami ?

If it doesn't show delivery they will win the INR and it will count on your service metrics.

If you win (will require delivered tracking) then it won't count on your service metrics.

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I was under the impression that any INAD or INR opened, regardless of outcome, counts against "Service Metrics".

[tmtreas30]

This was my understanding as well...which is why I was asking. So because USPS didn't deliver an item by the expected delivery date eBay puts in my listing, it's my fault? There's so many things that seem completely backwards for sellers on eBay but this is up near the top. 

[hartungcards]

"It was scanned at the Columbus OH USPS Distribution Center..."

This is a well-known USPS black hole.  File a Missing Mail search request at usps.com, which usually wakes up these clowns.  Your shipment is probably in the refrigerator in the break room.

[brightlightbookseller]

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.

[bgt_masters_of_tiki_d]

If you contact ebay they should put the INR case on hold for at least 10 days giving it time to get there. If it shows any movement after that time period they may place another hold on the INR case. The buyer might leave a negative because it took so long, if they do it is supposed to be removeable. If it is scanned into the system I don't believe it counts against you, however I am not 100% certain on that. 

[lakefor94]

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@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.

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

I don't have any INR cases to confirm one way or the other. 

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?

Addendum-- changed to Service Metrics 

[lakefor94]

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@lakefor94 wrote:

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@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.

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

I don't have any INR cases to confirm one way or the other. 

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?

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Addendum--- I said seller metrics originally.   I meant Service Metrics. 

My apologies......

[kabilab]

tmt, I had a situation last week that was similar to yours'. I am only addressing the below clause from your post:

....the issue is clearly with USPS.

While the issue may be with the USPS, it is the seller's responsibility to deliver an item in the manner and by whom they choose.

[brightlightbookseller]

Oh, Service Metrics are a different thing.  You're right, but they have very little impact on a seller. It's the Transaction defect rate that matters, on your Seller Dashboard.  There are a few times when they won't even show in your Service Metrics, too:

We have safeguards in place to protect your ratings and help you in case you have a problem.

For example:

If we determine that a buyer has violated our Abusive buyer policy, we'll automatically remove any 'Item not received' reports or 'Item not as described' return requests they had filed from service metrics

We may extend expected delivery dates and/or remove 'Item not received' reports from service metrics when things happen that cause widespread delays, such as severe weather or carrier disruptions

https://www.ebay.com/help/policies/selling-policies/service-metrics-policy?id=4769#section5

[lakefor94]

I never have had a Transaction Defect that effects my seller rating.

Sooo,  Service Metrics is the only thing I keep a close eye on because they can hit you with an extra 6% FVF there as well.

Anyone out there on .com have any INR's that they won that show up in Service Metrics? 

[brightlightbookseller]

You'll never be charged higher fees for Item Not Received requests.  That's only for Item Not As Described:

What happens if your rating is Very High

Very High 'Item not received' rate

Directly after the evaluation:

For the shipping categories where you are currently evaluated as Very High, we may add extra time when showing buyers an expected delivery date for your items
Funds from your orders may be placed on hold until tracking information shows that the item is on its way to the buyer
You may be unable to deduct an amount from the buyer's refund if an item is returned used or damaged

Very High 'Item not as described' rate

Directly after the evaluation:

You may be unable to deduct an amount from the buyer's refund if an item is returned used or damaged

From the 1st day of the month following the evaluation:

You may be charged higher final value fees. For full details, please see our fees pages:
Selling fees
Store selling fees

[wastingtime101]

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@lakefor94 wrote:

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@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.

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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?

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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.

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.

Hope that helps @lakefor94 .