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]

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@wastingtime101 wrote:

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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?

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Hey @wastingtime101! For this type of appeal it would need to go through our customer service team that is over the phones. If you ask for the trust and safety team they will be able to best assist with the appeal.

[wastingtime101]

Thanks. I used the call back link on one of the Service Metrics pages that I linked to above in post 4 and the rep said she was from Trust & Safety so the appeals were filed.

[wastingtime101]

In case anybody is wondering what happened, the CS rep on 6/28 told me I'd hear back from eBay by Friday 7/1. I did not hear back and my metrics (current and projected) have not changed.

I haven't had the time to deal with it so that's where it currently stands.

It shouldn't be such a difficult process when this was eBay's error, but we all know this is par for the course.

[partfinds]

I had those kinds counted against me in December of 2021 and this year too. When I reached out on FB about that, first was told they don’t count but then when I provided reports with prove they did count, it turned out they confused service metrics to seller performance defects . And they said no metrics are not corrected and there is nothing they can do about those cases.

[partfinds]

When I appealed I received standard response “good news defects were removed”. Problem was that those are not defects (seller performance; I never had defect”. And these cases were not removed from metrics. Then when I called again I was told that these are not removed and that I should report buyer. I did and no it didn’t solve problem. So the issue is that the customers service is not properly trained to handle that and to even know the difference.

[wastingtime101]

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@partfinds wrote:

When I reached out on FB about that [...] And they said no metrics are not corrected and there is nothing they can do about those cases.

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Were yours opened after the MBG window expired @partfinds? That's the key point here.

Social CS told me the same thing they told you, but that's not what devon@ebay is advising.

I'm not surprised, but I am pretty annoyed that I never heard back from eBay on the ticket that was opened.

[partfinds]

@wastingtime101 Yes. After. I wrote about that in community —2 months past delivery and something else in december  both I had service metrics count against me. Both were not as described -false.
In my view buyers shouldn’t be allowed to open  return past 30 day deadline without prior authorization from seller, if Ebay has trouble with preventing those from being counted against seller in metrics.

[partfinds]

devon@ebay 

I just had 2 of such returns opened. It seems that buyers are not allowed to open returns past 30 days except „NOT AS DESCRIBED”.  So if you work out some agreement with buyer in messages, they will only be able to open not as described which hits sellers service metrics. Also buyer wanting to return item (especially for free or if they have just one and only option) will always be lying it is not as described to force seller to accept it. 

Ebay,  you could do better for your sellers - maybe you made that policy without thinking how harming and unfair it is to your sellers. I have generous policy of 30 days. You give buyers no options for other reasons for returns past Money Back, you make buyers be dishonest and sellers punished. Not only that but if you allow buyer to open not as described return past 30 days (past Money Back Guarantee) then why seller is forced to pay for the label? You have to disallow retuns past 30 days to prevent false claims and racking up service metrics. This System is broken and unjust. 

i sell used items , sensitive discontinued electrinics , computers that need special handling and reprogramming and not brand new so I can’t be warranting it for life or year. That system is not good for sellers like me.

[handsonthewatch]

Problem is, you ebay people don't understand the different between defects and service metrics. There is no appeal button for service metrics. 

[handsonthewatch]

Devon is not talking about service metrics. Ebay doesn't care about service metrics. most agents have no clue about them. Just as devon doesn't. 

[handsonthewatch]

LOL I've had so many agents say they will call me back after fixing the metrics. It's all a lie. There is no appeal. You can only report the buyer. That's it. That is how they see an appeal. 

[handsonthewatch]

See? Agents are clueless about metrics. They aren't taught about them. You can waste half an hour on the phone, only to find out that they were talking about seller performance. It's absurd. The worse part is, when service metrics came out, they didn't count. They told us it didn't matter . Just to show us how we are doing. THen bam, one day it counts, AND it counts for an entire year back.  And once you have that, you can never get out of that hole. Especially when peers average is a lie. 

[handsonthewatch]

notice how after Devon gave you wrong information, he never actually responded to you when you told him that he gave you false information? 

[handsonthewatch]

Hey devon@ebay.  Can you please reply to this and correct the erroneous information you provided? service metrics don't have an appeal, and there is no customer service team that does it. Let alone over the phone. Trust and safety team also has nothing to do with it. Only a back end team has any access to them, and they " don't have phones".  Funny how it's always the departments that are in charge of things that have the most power over sellers accounts, have no phones. They can't talk to real human beings, because then they themselves would have to feel and act like human beings. They aren't allowed to listen to our stories and real life explanations, because that might actually make them feel something and realize that life isn't black and white.  Ebay has enough literal robots making most of the decisions. Can we really not be allowed to deal with real human beings when our livelihoods are on the line? 

[wastingtime101]

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@handsonthewatch wrote:

Hey devon@ebay.  Can you please reply to this and correct the erroneous information you provided? service metrics don't have an appeal, and there is no customer service team that does it. Let alone over the phone. Trust and safety team also has nothing to do with it. Only a back end team has any access to them, and they " don't have phones".

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Yeah, I don't know what to think here. T&S did tell me that they could appeal metrics, but no (visible to me) action was ever taken on my account even though Devon's responses above indicated I was within the guidelines to have those INRs not counted on my metrics. I could give devon@ebay the SR# if he wants to see what happened.