Service metrics

[properthreadz]

I'm just out here trying to get opinions from others. I'm a top rated seller and have been for a long time being that I always go out of my way to make things right with customers in cases where I may have made a mistake. With that being said I'm not a fan of service metrics and believe it is extortion by eBay since they don't share any ranges for the categories "very high", "high", "average", "low". I understand that when they use this they compare you to others in the same selling category of peers. With that being said I'm going to share 3 images my past period which shows as adjusted average. My current period that shows "very high" and my projected period which shows "very high". Both the current and the projected are lower than my previous which is why I'm confused. I haven't been able to get any clarification from calling eBay so I figured I'd come here and see if anyone else is experiencing anything like this as well. 

PastCurrentProjected

[jonathanbrightlight]

All those details are actually quite clearly explained, much of it on that page, and the rest in the "Learn More" link, which leads to this page: https://www.ebay.com/help/policies/selling-policies/service-metrics-policy?id=4769

Projected rates are just guesses, and are not used to evaluate your account, so they're relatively meaningless.

[tobaccocardyahoo]

You have presented data for a category which is well know for having many high maintenance buyers. 

Your NAD number is high for your peers which can either be due to problems with your descriptions or returns policies which encourage buyers to choose NAD as a return reason to avoid paying for return shipping.

You should weigh the option to offer free returns to see whether that might reduce the risk of crappy metrics. But it is not clear when those metrics might cause disciplinary action.

I am old, cranky and lazy. I avoid all categories which draw high maintenance buyers - not only clothing but auto parts as well. Not everyone has that option, but those who have alternatives should probably consider doing the same. There is no shortage of competitive listings in these categories.

[frugalmarketplace]

@tobaccocardyahoo 

I have one NAD where the customer said the purse was brown not grey…and a few more choice differences. 

People do not read!

[mam98031]

@properthreadz 

I don't particularly like the Service Metrics either.  I've never liked it since it was implemented.  But it is still something that we have to deal with.

To be honest, I would have thought that the average of your peers in this category would have been higher.  So I'm a little surprised.  But even at that, you do appear to get quite a few INADs.  

The best thing IMHO that you can do for yourself is take a close look at your previous 90 days worth of INADs.  Try to keep an open mind and see if you can pick up on something that you could actually correct in your listings to prevent them from happening.  You will never be able to give enough information that will get rid of the problem of INADs, but there is likely something you can do to reduce them.

I do understand how frustrating this is because often an INAD does not allow you to learn from it because it is nonsense.  But give it a try.  Some of them may give you some good ideas on how to better protect yourself.

I wish you the best !!!

[properthreadz]

I just wish eBay was cut and clear about it especially being that this can make it to where they charge an extra 5% fee. I allow free returns and have free shipping as well as being a top rated seller. Just wish they gave you more of the data to be able to give the sellers a chance to understand the metrics.

[properthreadz]

The example shown below from the policy description is an extremely gross misrepresentation of what would be considered very high. My projected is considered very high at 16/882=1.88%. I personally would consider 3% or higher "very high" but who knows what eBay considers very high because they don't provide that data.

Example

[mam98031]

The policy is very clear.

https://www.ebay.com/help/policies/selling-policies/service-metrics-policy?id=4769

[stainlessenginecovers]

Metrics is better than 'stars' or 'feedback' which any yahoo can/will destroy you. 

Returns you know are a tangible thing you can count. 

Just have to either 'do free returns' (which for clothing, should be an automatic anyway as everyone knows that 

a.) a picture may NOT really 'reflect what it is

b.) sizes vary per manufacturer and most NOBODY runs around using a 'tape' measure.

They go to Kohls or Macys or Walmart and buy clothes, shoes- and return like crazy. 

How they measure your peers? Sellers sell 5000 items a month so their numbers in the 'returns' (percentage wise) can be much lower than you.

Just figure the 'new' fee and use that 'increase' in your pricing. You have a $130 Jacket on sale for $104, then another 20% off coupon for $84. Would anyone miss a thing if that were 89? (covering that additional 5%). 

The answer is NO. 

I seriously doubt anyone wanting a Plaid Size 46 Jacket will know the difference if you were 5% higher than you 'might've' been. 

[mam98031]

One of the things that I do not like about this is that they count ALL INADs.  Ones the seller wins and ones that a buyer may have opened by mistake.  

They say they have this all built into their calculations when they compare us to our peers.  But that is something we will never see as they can't let that be public info.

[chariot_badges]

Ebay doesn't want small sellers.  They're not efficient to 'manage'.

Ebay is not not on your side.

[properthreadz]

The policy isn't clear whatsoever if it was they would give us the figures of what the levels are.

[mam98031]

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@properthreadz wrote:

The policy isn't clear whatsoever if it was they would give us the figures of what the levels are.

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They can't, it would vary by what is going on with your peers.  You are asking for something that can not be provided on some schedule, it is constantly changing.