Service Metrics

[drivinsales]

I was just told by eBay costumer service that if a buyer opens a Item Not As Described return and never returns the item or closes it minuets later that they still count against the sellers service metrics. I'm currently being charged an extra 5% final value fee on every transaction for this exact reason. I have 3 returns that were opened and never returned that has pushed me to the "Very High" region. eBay is stealing from me with every transaction. I have also asked for the policy in writing that states this, Still waiting. Was also told a "manager" would call me back in 24 to 36 hours, that was 8 days ago. Will eBay  confirm that this is correct? Sellers can be punished and stolen from because a buyer made a mistake?

[the_beezwing]

I would contact eBay for business on Facebook.  They are located in the U.S. and will get back to you pretty quickly.  Just send them a direct message with your situation and concerns.

Hope this helps!

[drivinsales]

Thanks for the reply but I've already done that. The reply they sent me was a customer satisfaction survey link. I'm afraid this is actually eBay policy on the issue and they simply don't want to admit it. Or it's not a they don't no how to fix it. 

[lakefor94]

I have had the same scenario happen. INAD opened, buyer never returns item. Ebay closes the return case. The INAD sticks on Service Metrics.

Contacted CS via Facebook. They won't remove the INAD from Service Metrics. Or they are not allowed to remove it. Might not even be an option for them.

We are stuck with the INAD'S in Service Metrics. 

[gstage1]

I have the exact same problem..buyers are screwing sellers and Ebay doesn't listen...what will

happen...enough sellers have to get together and start a class-action lawsuit...they are ripping

off sellers with a 50% increase in fees for a very high(less than 3% of transactions....really....3% is very

high???) for INAD....total **bleep**.

[gstage1]

Why Facebook???? Seems totally stupid...you have a business and customers contact you directly..not through some other business....would be the same as going to Lowe's to return a HomeDepot item?? Right??? 

[ebooksdiva]

@gstage1 

Why facebook you ask?

eBay for Business on Facebook is run by experienced CS reps who can answer your questions a lot faster and with more accuracy than waiting around for a call back for CS reps who are scripted and uninformed.

[nanniestreasurechest]

Why Facebook???? Seems totally stupid...you have a business and customers contact you directly..not through some other business....would be the same as going to Lowe's to return a HomeDepot item?? Right???

@gstage1  ebay for Business on Facebook are actual employees of the company who can help sellers with some of the problems they encounter.  They've helped many. 

[stuff4divas]

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@gstage1 wrote:

Why Facebook???? Seems totally stupid...you have a business and customers contact you directly..not through some other business....would be the same as going to Lowe's to return a HomeDepot item?? Right??? 

---

@gstage1   Unless u go face to face with an eBay employee, all contact systems have a middle man>

phone companies, social media, email, etc. So no, not the same.

[evry1nositswindy]

Yes, that is true.  I had a buyer open a return, changed his mind after a few minutes, and closed it.  It counted against me for one year.  

[stuff4divas]

@drivinsales 

I had a few similar scenarios years ago.

Customer chose the incorrect reason, not as described as opposed to doesn't fit, she admitted she did not 'read' the measurements, but eBay would not remove it.
 
Another case, customer changed their mind after we settled on me issuing a discount, so the case was closed by the customer.

Another customer opened an INR, it was lost by USPS, but counted against me even tho I refunded the customer in full within the case time frame.
 
I jumped thru a million hoops and the metrics stuck. I was told not to worry bc I was in the Average category. I told them true for now, but if another 'mistake' is made, it would put me in the High category.
 
Nothing was done.
 
Here is the eBay policy link should u be interested to read> 

https://www.ebay.com/help/policies/selling-policies/seller-standards-policy/service-metrics-policy?i...

This doesn't mean to stop trying  if u have the energy and desire. Plz, carry on, we root for u. Maybe your case can be a path forward for all of us if u win. Good Luck.

[craft-stash]

I don't Trust Facebook!

It just a way for the world to spy on me!

No thanks!

[craft-stash]

Get real.

It's just a place to hide out!

[gurlcat]

Ohhh, did we continue Saturday night drinking into Sunday morning?  

[nuclearomen]

anything goes on the metrics and stays for 1 yr, after 1 yr it should come off the metrics. Ebay will not remove any marks on the metrics, only on the seller level stats.