Service Metrics

[redstarrobot_vintage_toys]

Anyone have had good results removing defects due to discrepancy with returns etc due to incorrect return category choosen or buyer never returned? I am getting an additional service charge and I am not seeing the same amount of returns vs what the performance chart is showing. 

[mtgraves7984]

By "due to incorrect return category choosen", do you mean you've not been addressing the Returns? Confused...

[redstarrobot_vintage_toys]

When a buyer has a remorse return and instead label it as Not as Described so they do not have to pay the return label cost. Also dings you on the service metrics. You can report the buyer for return abuse but still hits you with a defect. 

[mtgraves7984]

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@redstarrobot_vintage_toys wrote:

When a buyer has a remorse return and instead label it as Not as Described so they do not have to pay the return label cost. Also dings you on the service metrics. You can report the buyer for return abuse but still hits you with a defect. 

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@redstarrobot_vintage_toys 

Got it. But if you handle the Returns (whatever reason is given), you'll not get a 'ding' for those.

As to the buyer not returning an item... when the timeline allows you to, request that those Returns be closed.

[mtgraves7984]

"Anyone have had good results removing defects..."

@redstarrobot_vintage_toys 

I just realized that I hadn't addressed ^^^ this part. I've not had to try it, but I've read that chances are slim to none.

[mtgraves7984]

@redstarrobot_vintage_toys 

Just wondering if you'd been able to make any leeway with your issue. News??? 🤔

[pjcdn2005]

Your probably already know this but since you are a top rated seller and offer returns, if you report the buyer because they used the wrong reason for a return, they are not supposed to ding your metrics.  But once you are at the 'very high' percentage, you don't qualify for the same seller protections.  I don't know if you reported those buyers before you reached the very high rate or not but you might want to contact ebay customer service or Facebook or Twitter and see if those reps will help you.

Protections for Top Rated Sellers

Top Rated Sellers sellers are eligible for these protections when all the following criteria are met:

• Your seller performance level is Top Rated Seller at the time of the protection
• You reside in the US (including US territories) or Canada
• You don't have a "Very High" rating in any of your service metrics
• The item was listed on eBay.com
• The listing offered 30-day or longer returns

A buyer falsely claims an item was not as described

When you report the buyer - opens in new window or tab and we determine the buyer made a false claim:

• We will subsidize the return shipping label cost up to $6.00 per return. It may take up to 60 days for this amount to be credited to your account
• We'll automatically remove any related negative or neutral feedback
• The return won't be counted in your "Not as described" rate in service metrics

Ensure you have completed the return and issued a refund to the buyer. You can also use the Report buyer option within the return request.

[mam98031]

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@redstarrobot_vintage_toys wrote:

When a buyer has a remorse return and instead label it as Not as Described so they do not have to pay the return label cost. Also dings you on the service metrics. You can report the buyer for return abuse but still hits you with a defect. 

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Since you are TRS, you'd need to PROVE this to Ebay.  They won't go off of what you think happened, they will need proof by way of an email or something from your buyer saying they were returning it due to a buyer remorse reason.

One of the tricky things about reviewing the Service Metrics data, is the report you can get to give you the details of each case filed may not agree with the number used on the Graphic.  This happens when there is a claim removed.  It stays on the report, but the numbers on your Graphic has it subtracted.