Service Metrics item not as describe is very high

[gorgeous4u]

Received a report that item not as described is very high today.

Downloaded the report, total 15 return as item not as described.

Checked each one and found out there're 8 returns buyer abused this return reason - cases was opened and closed on my favor, however this defect mark is not able to remove from the metric report.

Contacted ebay immedately, they said sorry, even if the case is close on your favor which is because buyer abusing the return reason, we are not able to take if off from metric report.

The consequence would be - seller need to pay 4% more FVF for something which we didn't do anything wrong, simply because ebay can't find out a solution to remove those abusing defects out from report? Excuse me, are we living in 2021 or 0122?

For such mega company can't find a solution keep a fair deal in this market, more than that - the cost of this bugs are all in ebay's pocket... i wonder if it's because ebay really live in 0122 or they are just so smart to play dumb and do this on purpose?

Any idea?

[gorgeous4u]

for example, one buyer request item not received - but tracking says it's delivered. She first open an item not received case. Case was closed in my favor. Then immediately she opened item not as described case - accusing me item not received in the case detail. So it's closed as well. However, this was counted in metric service report.

Other similar cases - buyer opened case but in detail says she bought a wrong size and just want to exchange., after exchange completed, buyer closed the case themselves, etc, etc.

[frugality_inc]

eBay associates that told you that they cannot are not following eBay policy. Many of these associates do not have training, nor even know about the policy. 

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html#m22_tb_a1_4

"Top Rated Sellers who offer 30-day-or-longer returns will receive a return shipping label subsidy for item not as described claims on eligible transactions. If a buyer makes a false claim, please accept the return and report the buyer to us. You will receive a shipping label credit to your monthly invoice and we will automatically remove any negative and neutral feedback, defects, and open cases in service metrics."

Ever since the program was initiated in 2019, zero shipping label credits issued, zero cases removed, zero fees credited from invalid 'Very High' ratings. Completely unreasonable peer levels as demonstrated below. Categories lumped together that give a erroneous peer level calculation.

eBay punishes sellers for offering free returns and taking care of customers. Returns are part of eCommerce and eBay wants to nickel and dime you to death in every single corner.

eBay knows they have to abuse service metrics and promoted listings to make up for the lack of growth on the platform. Sinking ship and funding the life rafts with your hard earned money. 

Ironic how eBay boasts being 'Champion for small business', yet has garbage policies like this that hurt sellers. You know why they get away with it? Because the overwhelming majority of this platform likes getting screwed with no lube. They chalk it up as cost of doing business instead of standing up for fair policies and holding eBay accountable. 

[this*old*attic]

Well, your items are beautiful and high quality.

Seriously, drop the paragraphs of nonsense.

Put a super brief general description first. (I.e. “Adorable summer sheath by Xxxx! Slinky poly, cap sleeves, back zipper closure. Perfect for patio dining.”)

Then measurements for every size as the second item.

Last, condition: “Brand new, no flaws found, tags will generally be snipped/removed.”

Then allow 30 day returns, buyer pays.

Seriously, everyone knows why tags are snipped and nothing you say about feedback will make them leave anything other than what they feel - or even just act as an invitation to negotiate or argue.

[gorgeous4u]

third one, buyer opens item not as described case, i asked for her detail concerns, then she said she just want to return nothing wrong with the item but she doesn't like it. So she choose a reason by random.

Forth, buyer opened item not as described case even before she receives it - contacted her, she said she doesn't want it anymore and don't know how to cancel. After she received the item, she decided to keep it, and closed the case.

Fifth, cased opened as buyer says item is a bit tight for her on hip - even detail measurements are listed in description. Waited for 20 days, no return received, case closed.

Sixth, buyer wanted to exchange size, but choose randomly by item not as described, apologized to me, we completed the exchange, she closed the case.

Seventh, similar as sixth.

Eighth, cased opened buyer says size is wrong. Asked for her picture, size matches with item she bought, then she asked ok can we exchage. Exchange agreed, case closed.

We are doing our best to provide all real item photos and detail measurements in the listing, and ebay let us to choose if we accept return or not. There's nothing wrong with that.

How to control buyer not to abuse return reason, and remove unfair defect on metric report, this is what ebay should do, instead of put 5% more FVF on this kind of bugs. It doesn't bring any benefit for buyer nor seller but ebay itself.

[gorgeous4u]

Well said. I have many similar stories can share together.

As i said, they are not playing a fair deal anymore.

[buyselljack2016]

For such mega company can't find a solution keep a fair deal in this market

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@gorgeous4u 

eBay takes the stance that sellers are evaluated against the performance of their peers.  Their thoughts, and such has been posted by eBay,  is that if a seller has an inordinate # of return requests that it is possible that there is a problem with that seller, as all sellers are subject to returns for the same reasons, therefore anyone over the peer average is under performing.  They feel that presents a level playing field.

They have a solution. It does not involve eBay spending time weeding out the defects that should not count against the seller.

Solution is based on the above peer performance comparison , and the seller is given the opportunity to improve while paying extra fees for disappointing buyers.

In days gone by that was not an option. Below standard was shown the door.

[forward-motion]

@ittybitnot

 It is my understanding as well that once you are inducted, they lower your visibility in search as well to ensure a longer stay in 'camp'. 

And just how do you come to this understanding?? I've hit it a couple times, adjusted what I do and moved on. But during the time I was in as you call it, the camp I had some of my best selling months. I call fake news. 

[this*old*attic]

OK, then keep doing the same things and get the same result.

Just because you CAN do something doesn’t mean it’s a wise business decision.

Its rather like clothing itself, LOL.

Just because they made it in someone’s size, doesn’t mean the person ought to WEAR it!!!

[ittybitnot]

I call fake news. 

@forward-motion 

Since a "very high" rating in a seller's snad service metrics can cause them to become "below standard" I was likely thinking of this:  

What happens if your seller level is Below Standard?

If you don't meet our minimum performance standards, we may put limits on your selling activity until your performance improves.

The consequences of falling Below Standard can include:

Your items may be placed lower in search results

We may limit or restrict you from selling on your account and related accounts, or from registering a new account

You'll be charged a higher percentage rate for final value fees

You will be blocked from using the Promoted Listings tool, and will not be able to create new campaigns or edit existing campaigns

We may downgrade your eBay Store to the Basic level if you've been Below Standard for more than 60 days
You'll be unable to access the partial refund tool

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347

Personally, I have never heard of eBay "downgrading your store"...that would cost them money.  

[chapeau-noir]

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@postingid7659 wrote:

eBay no-help forums strikes again.

More than half of his returns are ONE buyer abusing the process.  All of that buyer's claims the OP WON.  Why do people choose to ignore this?

---

Nobody is ignoring this.  There ARE ways to deal with the situation until eBay wakes up and changes their stupid policy.  Why do people choose to ignore this?

[flyingmvp]

The system is rigged,  when you lose, Ebay benefits, simple.

[flyingmvp]

The system is rigged,  you will incur a defect due to opening of cases, not due to the outcome of those cases , Ebay benefits by increasing their slice of the FVF by 50%.

When you lose a charge back case Ebay gains additional is $20 out of your pocket.

Seller is hurting, Ebay benefits.

[albany_sellers]

With respect, you have no idea what this seller sells and how it might affect returns. One category is not equal to others.

[gorgeous4u]

Sure, but if they don't agree with no return, they can simply walk away.

And in most cases, if item is still new never worn, i always offer free exchange to buyers when they choose wrong size.

Eventually we are here talking about ebay sum up all the cases opened by mistake or closed in my favor, to charge extra 5% FVF, this is not fair.

[this*old*attic]

How do they even find “no return” in that novel pretending to be a listing?