Service Metrics - outside MBG window

[wastingtime101]

Trinton from the eBay team said in this post:

I can confirm that a return request or item not received request should not count against a seller' service metrics if the request was made outside of the 30 day protection time frame. These kinds of requests are solely for communication purposes and will have no impact on a seller's account. If you see something recorded on your service metrics that should not be recorded, this would be a technical issue we can investigate for a fix.

Does this hold true today devon@ebay, velvet@ebay? If the answer is yes, what's the timeframe we have to appeal items erroneously showing up on service metrics because the claims were filed several months beyond the 30 day MBG window?

[devon@ebay · Accepted solution]

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@wastingtime101 wrote:

Trinton from the eBay team said in this post:

I can confirm that a return request or item not received request should not count against a seller' service metrics if the request was made outside of the 30 day protection time frame. These kinds of requests are solely for communication purposes and will have no impact on a seller's account. If you see something recorded on your service metrics that should not be recorded, this would be a technical issue we can investigate for a fix.

Does this hold true today devon@ebay, velvet@ebay? If the answer is yes, what's the timeframe we have to appeal items erroneously showing up on service metrics because the claims were filed several months beyond the 30 day MBG window?

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Hey @wastingtime101! Yes this still holds true today and the timeframe to be able to appeal any defects that could occur on a sellers account would be appealable within 90 days of the transaction.

[stainlessenginecovers]

devon@ebay

Can you tell us 'where/how' or give a 'link' to be able to "Appeal" metrics? (please, not a phone call to CSR)

[wastingtime101]

Since Service Metric hits are not Seller Performance defects, they are (unfortunately) not appealable through the Seller Help page as I had hoped.

I plan to go to CS on social and ask them to remove these INRs from my metrics count because they were filed several months after the MBG windows closed. The Service Metrics report shows they are being counted against my total.

Other than social CS, the only way I know of to appeal Service Metrics is to use either the chat or phone option at the bottom of this page or this page.

[wastingtime101]

Aw, man! I just re-read devon@ebay's post. Is it really within 90 days of the transaction?

These INRs were filed within the last couple of weeks but are well past 90 days from the transaction date. So this is a tech error and I can't even appeal it because the buyers filed them more than 90 days past the transaction? Is that accurate?

What a rotten way to begin my day.

[stainlessenginecovers]

I don't understand your first sentence.

What's the difference between a 'Service Metric Hit' and a 'Seller Performance Defect'?? 

A 'Performance Defect' HITS your Service Metrics-no?

[wastingtime101]

No, not the same. A performance defect is a case closed without seller resolution or an out of stock cancellation. Those can be found on your seller dashboard and can be appealed through the seller help page I linked to above.

A service metric hit/mark/ding/whatever you call it is a totally different system for measuring a seller and you can read more about it at the 2 service metric links I posted above.

Edit:

Service Metrics found here.

Seller Performance defects found here.

[glasser]

Part of the issue is that sellers no longer see items after 90 days but buyers can see items much further back at least a yea r maybe more. when the click on that item from say 6 months ago they still get a pull down with options like not received or INAD.

Don't know what happens if the select one. Why is that even possible. If the window for a return or dispute has past there should be no ability to file for one. /fullstop

Something easily fixed on eBay's end

[stainlessenginecovers]

So when I sell something on May 7; have 5 days handling time and should 'ship by' May 14, but ship on May 11 and the 'scan' proves' it; and then that transaction winds up on my 'performance' now going from 100% to 99.5% or whatever, I have no way of appealing that mistake? 

[devon@ebay]

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@wastingtime101 wrote:

Aw, man! I just re-read devon@ebay's post. Is it really within 90 days of the transaction?

These INRs were filed within the last couple of weeks but are well past 90 days from the transaction date. So this is a tech error and I can't even appeal it because the buyers filed them more than 90 days past the transaction? Is that accurate?

What a rotten way to begin my day.

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Hey @wastingtime101. Just to get some more clarification on this, were the INRs filled within the 30 day window of the latest estimated delivery date? Or were there filled outside of this timeframe?

[wastingtime101]

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devon@ebay wrote:

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Hey @wastingtime101. Just to get some more clarification on this, were the INRs filled within the 30 day window of the latest estimated delivery date? Or were there filled outside of this timeframe?

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devon@ebay 

Both were filed well outside of the 30 day window.

One was filed 11 weeks + 5 days past the 30 day window.

One was filed 8 weeks + 4 days past the 30 day window.

Both were filed more than 90 days past the transaction date.

[devon@ebay]

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@wastingtime101 wrote:

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devon@ebay wrote:

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Hey @wastingtime101. Just to get some more clarification on this, were the INRs filled within the 30 day window of the latest estimated delivery date? Or were there filled outside of this timeframe?

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devon@ebay 

Both were filed well outside of the 30 day window.

One was filed 11 weeks + 5 days past the 30 day window.

One was filed 8 weeks + 4 days past the 30 day window.

Both were filed more than 90 days past the transaction date.

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Thank you for that @wastingtime101! For these you will want to reach out to customer care and there is a unique process in order to have these submitted for an appeal. Since they were outside of eMBG it is not the same process as the appeals process for defects.

[wastingtime101]

Will do devon@ebay, so the fact that they were opened more than 90 days after the transaction date does not prevent me from appealing these? I'll reach out to CS anyway and I'll try to remember to come back and post here to let others know if the appeal is put through and if it's successful.

[pjcdn2005]

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@stainlessenginecovers wrote:

So when I sell something on May 7; have 5 days handling time and should 'ship by' May 14, but ship on May 11 and the 'scan' proves' it; and then that transaction winds up on my 'performance' now going from 100% to 99.5% or whatever, I have no way of appealing that mistake? 

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If you are appealing a late shipment mark than you can do that on the sellers help page that @wastingtime101 posted earlier.  I don't think that you can appeal a ding on your uploaded on time metrics unless that particular transaction is going to drop your seller level from top rated.

The seller metrics that he is referring to are INR and NAD metrics.  AFAIK they normally can't be appealed. The only exception is if they occur outside of the MBG 30 days.

[wastingtime101]

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devon@ebay wrote:

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@wastingtime101 wrote:

Both were filed well outside of the 30 day window.

One was filed 11 weeks + 5 days past the 30 day window.

One was filed 8 weeks + 4 days past the 30 day window.

Both were filed more than 90 days past the transaction date.

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Thank you for that @wastingtime101! For these you will want to reach out to customer care and there is a unique process in order to have these submitted for an appeal. Since they were outside of eMBG it is not the same process as the appeals process for defects.

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Hey devon@ebay. CS on social media said they have no ability to appeal Service Metrics. They directed me to Seller Help to appeal since that goes to a "back office," but as we already know, these are not standard defects so there is no way to appeal them through Seller Help.

How do I appeal these erroneous hits to my Service Metrics? If the US-based CS on social is powerless, then what CS channel can look at this?