Service Metrics **bleep**

[fatgrandmafinds]

I'd like to know why something completely out of my control that was completely resolved is still showing up on my service metrics?

I sold an item on 3/23/24. The item was shipped on 3/24/24. The wonderful folks at USPS managed to misplace the item and it went into a black hole there for 3 weeks. I usually check my shipped items a couple of times a week to be sure things are being delivered but I missed this one. The buyer contacted me and I immediately filed a missing package claim with USPS. The Buyer agreed to wait a few more days to see if my claim might wake things up and when the item still hadn't been found 3 days later the customer requested a refund, which I immediately gave them. I spoke to someone at USPS and told them to return the package to me if it was ever found. They agreed to this and supposedly put a note on the missing package report. As luck would have it the item reappeared in the USPS tracking the very next day. I contacted USPS again to reiterate the package needed to come back to me. USPS of course delivered the package to the customer 2 days later. So the customer got a refund and then received the item. I contacted eBay and they put the funds back in my account (which I was grateful for) and they told me the negative mark on my service metrics would be removed but it was not. I waited but it's been a month now so I contacted eBay and found out they will not remove the item not received ding from my account even though eBay's own report from the metrics page states the item was delivered to the customer on 4/23/24. This is not okay. If USPS happens to lose another item I'll get another ding and that will hurt my seller status when I've done absolutely ZERO wrong.

Do better, eBay. Sellers have options now and you're not the only platform out there. You're a big one but you're not the only one and some of the other selling platforms are starting to gain traction.

[ten_o_nine]

I do not check tracking numbers. When a customer inquires about a package, I will go to tracking and take the appropriate action. You do not need to refund right away, one call or an online service request to USPS will usually resolve the issue within 3 days.

[lakefor94]

True, eBay does not remove any dings in Seller Metrics no matter how the INR or INAD turns out. Type of resolution does not matter. Been that way since they rolled out Seller Metrics several years ago.

Any INR or INAD ding sticks.

Nice that you received a courtesy refund for the refund. That don't happen often. Go buy a lottery ticket, you are a winner.

[fashunu4eeuh]

@fatgrandmafinds wrote:

”I'd like to know why something completely out of my control that was completely resolved is still showing up on my service metrics?”

It is because, on their platform, eBay holds the seller accountable for the carrier’s actions, as it is the seller who engages the shipping service as his/her agent. The shipping company is acting on behalf of the seller.

The seller’s responsibility—to get the purchased item to the buyer in as-described condition—-only ends upon verifiable delivery. Up to that point, anything that happens to the package or its contents remains the purview of the seller.

[fatgrandmafinds]

eBay can throw all the mumbo jumbo out there they want, but it doesn't make it right. We have limited options for shipping and it is not our fault if a carrier misplaces an item. Delivery was verified and the verification is in the service metrics report for this sale. When a seller does everything right, to the point eBay reimburses the seller for the shipper's mistake, there should be no negative mark for that transaction on the seller's metrics.

[rugerskick]

Not if the buyer gets to pick what shipping option they want.  If there are several choices then its the buyer who decides who the carrier is.

[luckythewinner]

I spoke to someone at USPS and told them to return the package to me if it was ever found. They agreed to this and supposedly put a note on the missing package report

You got bad advice from "someone at the USPS". If you want a USPS package returned, you must file an intercept and pay the intercept fee and the applicable return postage. 

https://www.usps.com/manage/package-intercept.htm

[luckythewinner]

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@rugerskick wrote:

Not if the buyer gets to pick what shipping option they want.  If there are several choices then its the buyer who decides who the carrier is.

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Yes, but the buyer can only choose from the shipping carriers that the seller decides to offer. 

[fashunu4eeuh]

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@fatgrandmafinds wrote:

eBay can throw all the mumbo jumbo out there they want, but it doesn't make it right. We have limited options for shipping and it is not our fault if a carrier misplaces an item. Delivery was verified and the verification is in the service metrics report for this sale. When a seller does everything right, to the point eBay reimburses the seller for the shipper's mistake, there should be no negative mark for that transaction on the seller's metrics.

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Since they refunded you, i agree.

[gamersbaystore]

Why should sellers be held accountable for ebay's negligence? ebay is the one lying to buyers with unrealistic expectations, such as junk delivery estimates that the US Postal Service does NOT honor. I get tired of having to repeat the fact that USPS does NOT guarantee delivery dates.

ebay is the one guaranteeing buyers will receive their orders by a certain date, they should be the ones held liable, not sellers.

This whole service metric thing is a giant fraud and another greedy money grab by ebay. Get enough of those dings on your service metrics and you're charged inflated fees. Any cases opened automatically count against you, regardless of how they're resolved. ebay is intentionally defrauding its sellers, they dont even try to hide it, and of course lawmakers do not care.

[inhawaii]

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@gamersbaystore wrote:

Why should sellers be held accountable for ebay's negligence? ebay is the one lying to buyers with unrealistic expectations, such as junk delivery estimates that the US Postal Service does NOT honor. I get tired of having to repeat the fact that USPS does NOT guarantee delivery dates.

ebay is the one guaranteeing buyers will receive their orders by a certain date, they should be the ones held liable, not sellers.

This whole service metric thing is a giant fraud and another greedy money grab by ebay. Get enough of those dings on your service metrics and you're charged inflated fees. Any cases opened automatically count against you, regardless of how they're resolved. ebay is intentionally defrauding its sellers, they dont even try to hide it, and of course lawmakers do not care.

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You seem to have so much animosity towards ebay.

Just curious why you sell here?

[fatgrandmafinds]

A person can have animosity and continue working for an employer and it's the same for resellers. If something isn't fair we have the right to our opinions and as "partners" with eBay (that's how they used to refer to sellers) we need to have a good working relationship. When one "partner" slaps the other one in the face with something ridiculous we have a right to be annoyed and speak our minds. I'm speaking for myself here. eBay is (for now) the biggest selling platform and the one most widely known but they need to treat sellers fairly and if they are making unrealistic promises to buyers the sellers should not have to pay the price.

[fatgrandmafinds]

And no matter which carrier the buyer chooses, eBay will still promise an expected delivery date. It is not our fault if the carrier loses the package or delivers it 3 weeks after the date eBay promised. If we get it scanned within our promised shipping time and have proof the carrier has the item it is no longer our responsibility to get that package to our customer and we shouldn't be penalized if the carrier is the one who drops the ball.

[lakefor94]

@fatgrandmafinds  folks upthread have probably already stated that the seller hires the carrier that is offered in the listing and buys the shipping label. The seller is always responsible for the delivery. Always has been. 

[fatgrandmafinds]

That's like saying eBay is responsible if the seller doesn't ship the item. That is out of eBay's control just like it's out of our control if the carrier doesn't deliver the item. If we do everything we're supposed to do and hold up our end of the deal by shipping on time and we have proof of such, how can eBay hold us responsible if the carrier fails? I know they do, but again, that is not fair and we should not be penalized with some arbitrary scoring system that benefits no one but eBay.