I had a buyer open THREE INADs on 3 items she bought.
She refused to send pictures proving her case and made some statements that I was able to prove as false with pictures myself, so I called her out on her false claims.
Even so, of course, I approved the returns and provided a shipping label.
She never returned anything so eBay's system timed the return out and closed it in my favor since nothing was ever returned. Pretty sure she was just trying to scam me & realized I wasn't having it, so she went ahead and kept the items that she knew were better than fine.
Anyway, eBay's system didn't give her any money and did remove her negative feedback, so that's not an issue.
My issue is that eBay's system DID count ALL THREE of those return requests separately against me in my
Service Metrics so it puts me in the "high" rate at 98% for the first time I've ever been above 50% since that
Service Metrics program began. I'm normally way below 50% but have been there a couple of times.
I called CS and couldn't get it through to the guy that I was talking about my Service Metrics rate NOT
my Seller Level. He just couldn't get that they are 2 different things.
He told me to file appeals which I knew wouldn't work, but he insisted so I followed his instructions while he held on the phone. And as I knew would happen, I got an error on them that said
"This case is closed and can't be appealed."
I knew I couldn't appeal a case that was found in my favor and told him so from the beginning but the CS guy didn't know that so he was NO help.
If it's eBay's policy to count EVERY return request against our Service Metrics even when the case is found in your favor or the customer decides not to go through with it, then that policy is WRONG.
As soon as a case is found in the seller's favor or a buyer doesn't follow through or changes their mind,
eBay's system should deduct that from the ding on our Service Metrics, just like they remove any negative
feedback or anything else associated with it that affects our standing.
