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?

[dentalrprtek2012]

I would not worry so much on the metrics report, I would keep a eye out as the buyer is probably now going to file a NAD with CC company if they do that Ebay will give them a full refund and let the keep the merchandise. 

[ittybitnot]

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.

@gorgeous4u 

That would be correct.  The snad claims 'make the list' and are counted simply because they happen.   It is your ticket to final value fee punnishment camp which I believe was increased to an additional 5% fvf.   This punnishment doesn't make the place safer for buyers, it simply makes more money for eBay.   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'. 

[gorgeous4u]

oh yes, it happened to me couple of times, in that case, ebay just tell you, hey buddy you are on your own, it's completely different than paypal.

Paypal step in, hold the funds, ask buyer to return, when item received returned, seller informed to paypal and paypal refund to buyer. All sides are protected.

It's becoming more and more a joke for this market place here.

[gorgeous4u]

exactly.

They are acting like mafia now.

[jda15121]

15 instances. That's way too many for a seller with your feedback numbers, regardless of how they turned out. I have not had anywhere near that amount in over 20 years.

[pjcdn2005]

It’s likely that the buyers chose not as described because you don’t offer returns and they thought you would refuse the return otherwise.  I think that when selling clothing you have to expect that a certain number of people will to want to return because of fit and since that’s a remorse reason, they probably lie because they don’t want to keep an item that they can’t wear.  I’m not saying that is right for them to do but it might help cut down on not as described claims if you offered 30 day returns

[kensgiftshop]

@gorgeous4u 

It might help to put the details about the item first in the descriptions.

No one is going to read through all that to find information about the item.

[gorgeous4u]

Correct, that's because 8 of them are buyer abusing it and cases opened then closed on my favour.

[chapeau-noir]

I agree that counting cases closed in your favour is unfair and eBay needs to step up and change this policy.  Until they do this (if they ever do), if it were me, I would try to mitigate these cases.  You have so many of them open against you because of lack of description (few if any are going to read all that verbiage, and telling the buyer to try the dress or whatever on in the store to see if it fits is unrealistic), no measurements and lack of return policy (I use 30 days buyer pays).  At the price point you're selling, many will not to keep something that doesn't fit and say "oh well".  I think you can fix most of this problem yourself.

Hopefully eBay will wake up and get fix that ridiculous policy.

[pjcdn2005]

I’m just curious, why were they closed in your favor?   Normally sellers don’t win item not as described cases.

[this*old*attic]

You might want to self reflect on why you have 15 returns. I’ve only had 2? 3? in twenty years.

Also, I’m questioning whether you did, indeed, “win” half of them.

EBay ALWAYS lets the buyer return the item in a SNAD claim. Your only available response is to file an abusive buyer complaint after receiving the item back.

Just how much unpaid time and energy did you spend arguing these, rather than just listing more items and making more money, or even thinking about what in your own business practices might be causing this high return rate?

[chapeau-noir]

I'm small potatoes and have about 10 returns a year - it's part of being a clothing reseller.  If you sell a lot, you get more.  Very few of mine are SNADs, though.  Over and above the fact that I have brilliant, honest buyers, I provide enough information to see if the garment will fit as well as a description of the fabric content.  AND my descriptions are short - I have a large monitor and gave up on reading all the OP's verbiage after too much scrolling.  It takes me maybe a minute to write a description - it's not onerous.

This is fixable.

[this*old*attic]

Exactly.

I give measurements, the description is detailed but to the point, and I dropped rules and disclaimers years ago (and they were only like 2 sentences and super friendly when I did have them).

[postingid7659]

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?