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Service Metrics item not as describe is very high

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?

Message 1 of 54
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53 REPLIES 53

Re: Service Metrics item not as describe is very high


@albany_sellers wrote:

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


You are correct about different categories, but of course we can all see what the OP sells.  

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I have been imported from Australia and this is my posting ID
Message 31 of 54
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Re: Service Metrics item not as describe is very high


@this*old*attic wrote:

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


No kidding - my eyes were glazing over.


Hell is empty. And all the devils are here.
Message 32 of 54
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Re: Service Metrics item not as describe is very high

I think there are several actions you could take to minimize the risk of getting cases opened against you. As eBay is unlikely to change their policies anytime soon, it would be in your interests to avoid cases getting opened  in the first place. Even with the 8 bogus cases, that still leaves 7 cases opened against your account. That is too many. At this point, your selling privileges are at risk. Ebay policy may be grossly unfair, but right now you don't have the luxury of arguing the point with the platform. On some level eBay will require your cooperation to limit cases in the future. 

 

The most expedient change would be to accept returns, buyer pays return shipping. Ebay may offer No Returns as a choice still, but the reality is you could be getting penalized for saying you do not accept them. It makes good business sense to state you will take returns since you do anyway. In your terms of service, you encourage buyers to reach out to you if there is a problem, and you mention returns. I imagine you have accepted your share of returns to satisfy a customer with an issue. By having returns, this does not necessarily mean your return rate will escalate to some scary level. I offer free returns for many years now, and my rate has not increased an iota. I very rarely get one. But I have also never had a case opened against me in over 10 years of selling.

 

Another action would be to drop the entirely unenforceable, long-winded terms of service, and put the item details first in the description field, as another poster advised. I would also omit any references to feedback as eBay considers such references in the description as feedback manipulation, and it is against policy. (Many sellers are unaware of this rule. See Feedback Manipulation policy.)

 

I also noted this phrase in your condition field, "Please read item description carefully before purchasing. Please note as per resale law the label on this item has been snipped / removed. This is to avoid fraudulent store returns.  It is important to mention the delabeling to buyers, but what law are you referring to? It can be a requirement by certain retailers when selling shelf-pulls or overstocks to resellers, but I could find no federal or state law that mandates this.  

 

You mention restocking fees in some of your listings. These are not allowed anymore on eBay. Sellers also cannot withhold shipping costs on returns when it is a free shipping listing.

 

Adding basic measurements to clothing listings can help minimize customer issues. This is a time-consuming  task, but I also would absolutely give such measurements in inches as well as centimeters.

 

From your descriptions: "I don’t provide free return. As a single mother work full time in a daily office, I use a warehouse supplier to handle all my dispatch and return, they charge me 5% on each return for re packing and re stocking. Thus your refunds will be given less all postage charges and 5% return handling fee."  This phrase alone could be responsible for cases getting opened. It is not enforceable, and as mentioned, sellers cannot withhold restocking fees from refunds. A buyer with an issue will bypass a recalcitrant seller and go straight to eBay's Money Back Guarantee.

 

It is not a good reflection on you to have policy errors in your listings. Nor having suggestions urging buyers to not buy from you. It does not build buyer confidence, and does not protect you in any way either. Right now your listings sound fear-based. Long tedious lists of terms do not protect you. Ebay's Money Back Guarantee trumps all seller terms and renders all your many warnings and threats to report moot.

 

Consider instead doing a complete overhaul of your listing terms, replacing them with buyer-friendly conditions. Use a little shopper psychology and a change of attitude to encourage your shoppers to buy, without the fear-based rhetoric lacing the description field. You are a successful and active seller with great items. Your listings should project that reality instead.

 

Message 33 of 54
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Re: Service Metrics item not as describe is very high

You don't need to. No return or return acceptable are always on top of the listing, this is ebay item setting, easy for buyer to read.

 

Buyer can easily find all information they need - what type of shipment, how much to be charged, when you can receive, if it's returnable or not.

 

I also sell in UK. For example, in UK by trading law, you have to accept return, so yes I need to apply with this policy, no argument. But the metric records are the same with how it is in US. You have to understand, a lot of buyers they don't understand how much important it is to choose the right reason for return.

 

This is the bug ebay needs to change.

 

Screen Shot 2021-08-28 at 9.59.56 AM.png

Message 34 of 54
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Re: Service Metrics item not as describe is very high

Thank you for the suggestion, but i'm here not to seek help of lower that rate. The rate doesn't mean anything to me, but i'm here to discuss it's unfair to charge 5% FVF for the wrong return opened and closed on my favor or simply just opened by random, or simply just buyer abusing.

Message 35 of 54
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Re: Service Metrics item not as describe is very high

I'm not intend on selling more items or attract more buyers. On the opposite, I would rather to just keep a few repeated buyers and stay away from those customers like to purchase impulsively.

 

I know my long shopping terms would keep away a lot of buyers - which is totally no problem and in somehow way I would rather to have fewer business as my other daily works keep myself too busy.

 

I didn't have any problems in the past when ebay play the fair game, they only counts the case lost in defect and if i'm not reach that limit, lower my store as below standard - which it is never happened because usually I always offer help to buyers doesn't matter whatever the reason they want to request for return. Even just changed mind.

 

But I'm here discussing this new policy which completely changed the game to be unfair now - and the only one who can get the benefit is not seller or buyers. Seller would still be able to get traffic and buyer would still get bunches of **bleep** products - if the seller sells craps. Only ebay gets more profit.

 

 

Message 36 of 54
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Re: Service Metrics item not as describe is very high

@ittybitnot 

 

You are talking about two different things. 

Message 37 of 54
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Re: Service Metrics item not as describe is very high

Really your selling privileges are going to be suspended because of dishonest buyers making false claims.

Message 38 of 54
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Re: Service Metrics item not as describe is very high

Its a Total Ripoff!

I had a return yesterday...reason...

"I just didn't like it".

WTH!!!!

🇺🇸

Message 39 of 54
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Re: Service Metrics item not as describe is very high

They don't always.  I've won every case I haves contested.  I've conceded the ones where the buyer is very clearly right and I was the one who screwed up.  But the obvious fraud and abuse cases?  As long as you're prepared with actual evidence, Ebay will take your side.

 

It helps having at least 30 day returns, though.  That way they won't have to be deceptive in order to return.

Message 40 of 54
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Re: Service Metrics item not as describe is very high

Yes, and listing placement is dependent on the service metric data not the seller performance data. We are penalized by bad placement for cases we won in performance.

Message 41 of 54
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Re: Service Metrics item not as describe is very high

We received a NOT RECIEVED case. USPS tracking shows delivery. We won case. Defect was removed from seller performance data. Service Metrics still shows ITEM NOT RECEIVED defect, (worse infraction there is), sales and traffic decreased over 50%.  One case opened, scammer buyer trying to get free items. This is a unfair practice and shows the 2 different ways eBay evaluates sellers. Two...

 

Message 42 of 54
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Re: Service Metrics item not as describe is very high

@gorgeous4u 

 

OMG, didn't ever hear the old saying?

 

"If you insist on winning the battle, you've already lost the war."

 

Strategy.

 

Everyone AGREES WITH YOU that service metrics are frustrating and not always "fair."

 

How does post after post, and multiple calls to eBay CS change that?

 

On the other hand, you have been given really simple, takes no time, pretty soft advice.

 

Take all that extra stuff, paragraph after paragraph, out of your listings and try short-but-sweet for a month or so. It doesn't hurt to experiment with different business practices, and you never know unless you try.

 

What's the harm?

Message 43 of 54
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Re: Service Metrics item not as describe is very high


@oldedale wrote:

Service Metrics still shows ITEM NOT RECEIVED defect, (worse infraction there is), sales and traffic decreased over 50%.  One case opened, scammer buyer trying to get free items. This is a unfair practice and shows the 2 different ways eBay evaluates sellers. Two...

 


In this case, "Unfair" is a washed phrase to Thievery, fraudulent behavior that describes this well known situation.

When  "someone" is collecting more FVF from a seller  based on the fact that a buyer opened a case, right or wrong is a plain robbery.

 

Message 44 of 54
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Re: Service Metrics item not as describe is very high

Still you don't get me. I don't care the rate, but here i'm discussing the ebay behavior to charge 5% extra FVF for the issue not on sellers.

 

Hope you get the point. (my point) here.

Message 45 of 54
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