Service metrics in seller hub performance section - We see cases we won reflected as defects.

[oldedale]

Service metrics in seller hub performance section - We see cases we won reflected as defects. Chart shows us much higher defect rate than competitors, yet we won the cases. INAD - reported buyer, no defects noted, won and removed. Shows as a defect. Another INAD - opened in error by buyer, (opened before shipment arrived) states this in case, we won. Also shows as defect. Damaged item - drop shipper involved, buyer in Russia (we don't sell to Russia). Won case, reported buyer, shows still as a defect.

3 out of 4 defects were all resolved in our favor - yet all 4 reflect as defects. IS THIS CORRECT? ETHICAL?

[ed8108]

Correct ,  but Unjust

[fern*wood]

It is my understanding that all cases/returns are tracked under service metrics, regardless of their outcome.  If they are opened, they are counted, but not all are actual defects.  This is a different rating.

True defects are tracked on the dashboard under "Transaction Defect Rate" where only out of stock or unresolved by seller cases count. 

[esg-enterprises]

I currently have 5 shady on my metrics, one guy opened INAD and then told me he was wrong his mechanic figured it out. Another guy ordered set of windows for the wrong model when it was clearly stated what it was, he replied, my mistake but opened INAD, and I have 3 that opened and never returned, closed out by ebay.

But they all count as long as the buyer says so.

[dasarock]

@oldedale 

same, I had one case, inad, guy's mechanic told him part didn't work (tested wrong part).  buyer msg'd back via ebay (and closed the case) telling me what happened and apologized).  ebay gave defect and metrics -- had had to call to get defect removed -- all good so I thought.  look at metrics and called, they would not remove it, regardless of the buyer's statement that it was his error and part was good.  I was just happy to have him 'fess up!

as far as I am concerned ebay metrics are totally unethical and unjust in implementation …. just part of eBay's "SCHEME" to garner higher fees.

[oldedale]

We feel eBay's system uses this info in listing placement. We think competitors do this to improve their listing placement. We consider it unethical, uncool. Fosters or promotes a combative selling environment. Disreputable sellers use this to hinder competitors. Similar policy - the Free returns, now allows bad sellers to drain decent seller s funds. (buy&return, a cost burden to good sellers).

[pjcdn2005]

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@fern*wood wrote:

It is my understanding that all cases/returns are tracked under service metrics, regardless of their outcome.  If they are opened, they are counted, but not all are actual defects.  This is a different rating.

True defects are tracked on the dashboard under "Transaction Defect Rate" where only out of stock or unresolved by seller cases count. 

---

All snad cases are tracked under service metrics, remorse returns are not taken into account in that area.

However, If I'm reading this right the  fall update states that TRS will be able to have some of those false snad's taken off of their metrics.

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html

[uniwarehousewares]

wait by october 1st and get it fixed, ebay is aware of this issue that is reason they are going to protection to seller on this from oct 1st.

[earlyant-77]

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@uniwarehousewares wrote:
wait by october 1st and get it fixed, ebay is aware of this issue that is reason they are going to protection to seller on this from oct 1st.

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But not all sellers.

[cashvaluerecovery2011]

You have it right. Unethical as heck. The metrics comparison number to your peers is completely hidden so you have no idea how you compare. Many of us believe there is no actual number. You get a few metric hits you can count on magically seeing higher fees. Which is the whole idea behind it anyway.

[calntom]

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@pjcdn2005 wrote:

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@fern*wood wrote:

It is my understanding that all cases/returns are tracked under service metrics, regardless of their outcome.  If they are opened, they are counted, but not all are actual defects.  This is a different rating.

True defects are tracked on the dashboard under "Transaction Defect Rate" where only out of stock or unresolved by seller cases count. 

---

All snad cases are tracked under service metrics, remorse returns are not taken into account in that area.

However, If I'm reading this right the  fall update states that TRS will be able to have some of those false snad's taken off of their metrics.

https://pages.ebay.com/seller-center/seller-updates/2019-fall/seller-protections.html

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That is how I have been reading it as well.