Service Metrics

[uniqueautodepot]

Wanting to hear what the community has to say about this new service metric eBay has going ? And how are you paying the 4% extortion fee as I call it ? 

[castlemagicmemories]

Just a few:

https://community.ebay.com/t5/Selling/Seller-Quality-Service-Metrics/m-p/28982551

https://community.ebay.com/t5/Selling/Shipping-Metrics-Have-Real-Life-Impact-on-Top-Rated-Sellers/m-...

https://community.ebay.com/t5/Selling/Why-EBay-will-have-to-cancel-the-quot-Service-Metrics-quot-4-f...

[castlemagicmemories]

As a reminder, starting October 1, 2018, if you have very high rates of "item not as described" returns you may be subject to additional 4% final value fee in affected categories based on the Service Metrics policy. Maximum fee caps do not apply to the additional 4% final value fees. See our selling fees article for more information on how final value fees are calculated.

The additional fee is levied only if you have very high rates of SNADs.

[gamersbaystore]

Its flat out wrong is what it is! Its mainly sellers of clothing that are being hit the hardest. Sellers have zero control over buyers decisions to return items. Naturally, anyone who sells clothing is going to get a lot of returns for the simple fact that buyers can't try on clothes over the internet.

Ebay is making the assumption that a high rate of returns is the fault of the seller, when the facts prove otherwise.

Even an ebay rep I spoke with last week agreed it was wrong and those policies should be changed. 

Its obvious this is a greedy money grab by ebay to screw sellers out of their hard earned money.

Those being affected should file a class-action lawsuit against ebay for unfair and discriminatory business practices, and if they pull this **bleep** on me, I will gladly join in.

[castlemagicmemories]

In the 2018 Summer Seller Update, we announced new competitive insights with service metrics and peer benchmarks that give you additional visibility into the status of your buyers' "item not as described" and "item not received" requests.

You're right, clothing sellers would be hit hard because of the nature of that category~things not fitting people.  But they say that they build that into the benchmark as you are measured against your peers, other clothing sellers.

YMMV  Just stating what has been said.  Some have taken issue with the whole peer benchmark process.

[juststuffisell]

I have not had to pay an additional 4%. I believe if I understand correctly, it is category based and applies to below standard sellers. If I did have to pay the fee, my solution would be to not sell in that category anymore - if category based. If it is account based, I would simply not sell on eBay. @4% additional fees, I might as well sell on the River. Granted, I've not had to make that decision, so when faced with the actual issue, decisions are subject to change 🙂

Everyones circumstances are different so someone else may just eat the added fees as a cost of doing business. If facing that delima, I might eat them as well.

Cheers

[goodluckselling]

There was a big uproar about when it got announced and started but the complaints about it are not heard very often any longer because, well most sellers do not seem to fall in the very high categories so it has not affected them.

I will say though of all the sellers who seems to be still upset about it are auto parts sellers?  Probably among the most popular categories here at eBay.

I am not sure that means for the sellers in this category?

Good Luck Selling!

[luckythewinner]

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@uniqueautodepot wrote:

And how are you paying the 4% extortion fee as I call it ? 

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I would assume that the vast majority of sellers are paying it the same way they pay their other eBay fees - once a month when their eBay invoice is due. 

[mam98031]

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@goodluckselling wrote:

There was a big uproar about when it got announced and started but the complaints about it are not heard very often any longer because, well most sellers do not seem to fall in the very high categories so it has not affected them.

I will say though of all the sellers who seems to be still upset about it are auto parts sellers?  Probably among the most popular categories here at eBay.

I am not sure that means for the sellers in this category?

Good Luck Selling!

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I'l love to see some actual stats on that.  

Stuff like this should never be gauged from what we see on the threads as the threads only represent an extremely small fraction of total sellers on Ebay.  

So the actual stats could look very different from what we may see on the threads. 

[mam98031]

When the Service Metrics was announced there was a whole lot of uproar regarding the policy.  And justifiably so.  In it's original form, small sellers could be hurt.  But through discussions on this thread and elsewhere Ebay added that the Service Metrics will NOT start to apply to any given seller in any category until they have at least 10 SNADS in that category.  That was a fantastic relief to many and a very good change that Ebay made rather quickly to the program from the time they announced it.

The policy currently reads:  If you are rated Very High in a category, but you had fewer than 10 'Item not as described' returns or your 'Item not as described' rate is under 1% in a specific category during the evaluation period, you will not be subject to consequences

So there are many sellers that won't be affected by the Service metrics, but there are many that could be too.  Watching where your account stands from your Seller Hub is a very important thing to do.  Stay informed so you don't get unwelcome surprises.

As to the 40% penalty fee.  That will be charged if your get in the high risk area in a specific category you sell in.  It will apply to all sales in that specific category but no other category you sell in will be affected.  This policy is category specific.  

[18704d]

" And how are you paying the 4% extortion fee as I call it ? "

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Well, if possible .. and if everything else fails..

smart sellers would find a way to pass that extra cost onto their buyers.

fwiw,

Lynn

[goodluckselling · Accepted solution]

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@mam98031 wrote:

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@goodluckselling wrote:

There was a big uproar about when it got announced and started but the complaints about it are not heard very often any longer because, well most sellers do not seem to fall in the very high categories so it has not affected them.

I will say though of all the sellers who seems to be still upset about it are auto parts sellers?  Probably among the most popular categories here at eBay.

I am not sure that means for the sellers in this category?

Good Luck Selling!

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I'l love to see some actual stats on that.  

Stuff like this should never be gauged from what we see on the threads as the threads only represent an extremely small fraction of total sellers on Ebay.  

So the actual stats could look very different from what we may see on the threads. 

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Stuff like what?  It was only an observation that I shared which seems to me that auto parts sellers are being affected at a noticeable number.  Auto parts sellers are among the most successful sellers on eBay and one of the best turn over rates on eBay. 

Since many of them are reporting the very high ratings and higher FVF makes a bit of sense since they also have a higher rate of returns (buying the wrong part and returning), and service metrics is largely geared on INAD requests.  We all know how some things are misused and or abused?

Good Luck Selling!

[uniqueautodepot]

We have been laying the 4 % for 6 months now we are always 1 or 2 returns over to get us into the very high this is nothing but a scam ! 

[uniqueautodepot]

Yes eBay motor is the worse they have to change this policy !

[uniqueautodepot]

What if you can’t afford it 6 months later cause ebay has taken 26k extra ?