trinton@ebay .. do you have any word on when and if ebay plans to correct this??
@Anonymous
I'm reposting this , because It is a major problem and I think more sellers will see it here.! Has anyone talked to customer service lately about this? has there been any hint that they realize it's screwed up??please post if you have been assessed the additional 4% final value fees recently?..
the new service metrics system is majorly flawed. the system penalizes sellers even when the situation is clear that the seller had no way to do anything differently.. sellers have complied with everything ebay has instructed us to do(with the promise of never being penalized, if we handled the returns) and now we are being penalized.
The penalty for going above the return threshold is a 4% additional final value fee (around a 40% fee increase in many categories). Therefore, allowing accidentally inaccurate or even intentionally false reasons for return by buyers looking to recoup a few shipping dollars to count against the service metric could be quite costly to sellers who provide a top rated experience.
Example 1: A buyer recently opened a return for a pair of eyeglasses frames, as “item doesn’t work/defective”. In her return notes, she stated that the “Frames were darling, but were too small to fit my prescription.” The return was automatically accepted and the buyer received a full refund, even though the original shipping technically should not be refunded.
Example 2: A buyer opened a return for a high end business suit, as “Wrong Item Sent”. In the return notes, the buyer stated “You sent 58 not a 54, please refund my money and shipping”. The listing photo and descriptions clearly showed that the suit was size 58. The return was automatically accepted and the buyer will receive a full refund once the item arrives, even though the original shipping technically should not be refunded.
In both instances eBay anchor support was contacted to inquire about the affect of the questionable returns on the new service metric. In both cases the customer service representatives informed me that while they agreed that the returns were both opened incorrectly and should have been ‘buyer remorse' returns, the incorrect defect on the service metrics could not be reversed.
If this is allowed to continue, it is quite possible that these false returns could cause a significant increase in final value fees for sellers who provide a top rated experience, and by no fault of the seller. It would be grossly unethical for eBay to make a profit off honest sellers due to buyer dishonesty, negligence or ignorance.
It is quite obvious that a defect appeal system needs to work hand in hand with the new service metrics system, in order to assure that quality sellers are not needlessly penalized.
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
