The new service metric for Item not received cases

[sweilems]

i have received an email stating that my metrics for item not received are not looking good, and that if this continues for the next month then certain actions will be taken against my account, then i have checked the report and the cases counted in this, and found that the cases go back to Sep 2022, and most of them were closed as i immediatly issued a refund to the buyer, but still they are counted in the report, i spoke with customer service representative and said this is calculated automatically by the system,  i even checked one case where the delivery date was showing to the customer as 4 to 5 days, while i set all the delivery to 15 to 21 days as i ship from outside of the USA, and i spoke with ebay at that time and they confirmed its a glitch, but still it was counted against me and included in the metrics, i think there has to be something done about this, there is even a case for item not as described where the buyer made a false claim, i sent a message to the buyer and gave a resolution and was waiting for his answer, but they the third day passed and he was refunded without a return for the goods, and was also counted against me, so when i spoke with an ebay representative they told me that i should first accept the return and then discuss with the buyer, i said what if a customer buys a tv and the remote of the tv needs new batteries, and i sent a message informing the customer to change the batteries and check, isnt this more logical than accepting the return for a small issue which could be solved on the spot???? to be honest im so upset and scared of this system calculated metrics, as im doing my best here and refunding immediatly and solving the buyer's issues without delay but still this will be leading to nothing if ebay doesnt investigate on case by case bases and check if they are valid or not to be counted in the metrics... whats your thoughts?

[robbie31415]

Many are against it.

If an INR is opened and you have Delivered tracking and eBay closes in seller favor.

It still counts against the seller. The metrics where is purely based on how many INRs are opened, seems unfair.

[sweilems]

there was two cases opened and the next day were closed automatically as the item was delivered, and they were included and counted against me, something has to be done about those new metrics

[12345jamesstamps]

So the basic statement is : seller "works" with the buyer...so eBay doesn't have to get involved.

I understand being in another country and shipping can be slow as a turtle.

Refunding the buyer before eBay gets involves helps a lot...even though you know the buyer is wrong.

Arguing with a buyer doesn't help...especially with emails.

Here's a few suggestions: Photo package and send it in an email to the buyer stating item is in the mail and mention sometimes the mail system can be slow. Just a friendly email with photo of package can put a buyer as ease. I do this sometimes with International Buyers.

eBay usually always agree with a buyer...so why contest it? 

I have lost a few good sales refunding the buyer...but feedback is rather important to me.

Have to remember, you are a business and there is profit and loss. I really hate loss(funds) but it is what it is.

Good luck.

Keeping in touch with a buyer businesslike is also important.

[sweilems]

yes i do agree with you, i can handle the profit vs loss, but the metrics are threatening my existance on the platform, this is whats bothering me most.

[robbie31415]

You do know the new metrics are purely based on being opened. Has nothing to do with resolution.

If a buyer prematurely opens an INR and closes it themselves because they found their package.

It still counts against the sellers metrics because it's purely based on opening of INRs and INAD.

[12345jamesstamps]

I have refunded buyers knowing very well items received after refunding them. I think I had a few reverse the refunds by the buyers.

eBay actually puts an estimated date of delivery of 2 weeks on some of my items in the USA to the USA. And usually anything in the USA takes only 4 days to be mailed. Impossible for me to correct for I have a lot of items.

Check your "estimated delivery dates" on everything you sell as well....especially what will be recently sold. Never assume the "estimated delivery date is the same on all your items"....mine are not.

[12345jamesstamps]

Yes.

So emailing the buyer first before an INR is opened does help.

I told seller to respond to buyer of any problems...most buyers will email a seller first before opening a claim from what I see in me selling items ...I have no idea what your metrics are as a seller.

I gave seller options....email and photo of package in the mail.

[rugerskick]

Its just one of so many ways Ebay is unnecessarily adversarial and punitive towards sellers.

[ebeths_eclectic_collectibles]

Probably there is not much you can do about the past but you can make sure you cross all your T’s and dot all your i’s going forward. Some things you can do would be make sure you accept returns as not accepting returns opens you up to cases filed.
Unfortunately too many posters here ignore all the warning signs and start complaining after they have been banned from selling.  Reminds me of people used to write checks to buy stuff. Customers check isn’t approved and they start complaining you cannot accept their check. Of course they never admit the issue is they passed bad checks in the past.

[wastingtime101]

There are a lot of recent discussion threads about this new policy affecting international sellers if you want to scroll through this forum to read them @sweilems .

Here's one with some good info and participation from an eBay rep:

https://community.ebay.com/t5/Selling/INR/m-p/33862091#M2242045

[dbfolks166mt]

Many are against it.

If an INR is opened and you have Delivered tracking and eBay closes in seller favor.

It still counts against the seller. The metrics where is purely based on how many INRs are opened, seems unfair.

     Totally agree. It is not that the metric is a bad measure it's just the broad stroke with which eBay has applied and is measuring it based on some situations where this is out of the sellers total control. There is a huge difference between a seller who never initially ships an item, or their drop shipping supplier never sends it, and those where the carrier has lost the package and the seller has worked and resolved the issue with the buyer. 

     The EIS program is apparently experiencing some shipping delays and while I am not sure of how many INR's they are dealing with I doubt eBay is going to shutdown the EIS program based on a INR metric that is skewed. EBay needs to adjust the new policy to better reflect what it is they are trying to accomplish before they suspend too many sellers in error.