Very High Item Not As Described

[1stcameragear]

Hello eBay community, first time poster here. Figure I’d give the forums a try, I can not for the life of me get an eBay representative to understand my question; per usual.

I’m a low volume, high ticket seller and am in the cusp of crossing to the “Very High INAD” category vs my current “High INAD” standing. I sell used photography equipment and buyers open cases simply because they may or may not have read the listing description. As you all know, even if a seller wins the case, the metric goes against sellers simply because a buyer opens a return request. 

As a low volume seller and someone who’s been in the VHINAD category, paying an extra 5% in FVF is brutal, and in my case accumulates to several thousands a month. I do not want to go back to this category. I figure the only way to combat this before the next evaluation period is to have as many “good sales” as possible. 

I want to list around 100 accessories (All separate listings) at an extremely low price so that it will sell within the day. What I’m worried about is if one person looks through my eBay listings and purchases every of the 100 listings, would it count towards “100 good sales” or just “1 good sale” (because it’s only one person who purchased rather than 100 individuals purchasing 1 each.) Similar to the feedback system, if one buyer purchases 10 items and leaves 10 positive reviews, only 1 is counted toward your metric.

Thank you in advance and any expertise is warmly welcomed 🙏🏼

[eunster1313 · Accepted solution]

@1stcameragear 

(I want to list around 100 accessories (All separate listings) at an extremely low price

so that it will sell within the day. What I’m worried about is if one person looks through

my eBay listings and purchases every of the 100 listings, would it count towards “100

good sales” or just “1 good sale” (because it’s only one person who purchased rather

than 100 individuals purchasing 1 each.) Similar to the feedback system, if one buyer

purchases 10 items and leaves 10 positive reviews, only 1 is counted toward your metric.

Thank you in advance and any expertise is warmly welcomed)

You might want to take this into consideration.

Seller performance manipulation policy

https://www.ebay.com/help/policies/prohibited-restricted-items/seller-performance-manipulation-polic... 

[hurryagain]

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@eunster1313 wrote:

@1stcameragear 

(I want to list around 100 accessories (All separate listings) at an extremely low price

so that it will sell within the day. What I’m worried about is if one person looks through

my eBay listings and purchases every of the 100 listings, would it count towards “100

good sales” or just “1 good sale” (because it’s only one person who purchased rather

than 100 individuals purchasing 1 each.) Similar to the feedback system, if one buyer

purchases 10 items and leaves 10 positive reviews, only 1 is counted toward your metric.

Thank you in advance and any expertise is warmly welcomed)

You might want to take this into consideration.

Seller performance manipulation policy

https://www.ebay.com/help/policies/prohibited-restricted-items/seller-performance-manipulation-polic... 

---

@eunster1313 

OP does not have any negative feedback and only has one neutral so they are not trying to hide buyer's complaints. OP is a low volume seller that sells high valued items and it only takes a few INAD complaints from a buyer to put him in a standing where eBay punishes the account by raising their fees. 

It does not matter whether the buyer is right or wrong - whether or not the seller resolves the situation to the satisfaction of the buyer or not...seller still gets a ding on their sellers account even when they do a good job of resolving the situation.

[1stcameragear]

Thank you for noting this!!!!! 

[1stcameragear]

OP does not have any negative feedback and only has one neutral so they are not trying to hide buyer's complaints. OP is a low volume seller that sells high valued items and it only takes a few INAD complaints from a buyer to put him in a standing where eBay punishes the account by raising their fees. 

It does not matter whether the buyer is right or wrong - whether or not the seller resolves the situation to the satisfaction of the buyer or not...seller still gets a ding on their sellers account even when they do a good job of resolving the situation.

---

@hurryagain wrote:

---

@eunster1313 wrote:

@1stcameragear 

(I want to list around 100 accessories (All separate listings) at an extremely low price

so that it will sell within the day. What I’m worried about is if one person looks through

my eBay listings and purchases every of the 100 listings, would it count towards “100

good sales” or just “1 good sale” (because it’s only one person who purchased rather

than 100 individuals purchasing 1 each.) Similar to the feedback system, if one buyer

purchases 10 items and leaves 10 positive reviews, only 1 is counted toward your metric.

Thank you in advance and any expertise is warmly welcomed)

You might want to take this into consideration.

Seller performance manipulation policy

https://www.ebay.com/help/policies/prohibited-restricted-items/seller-performance-manipulation-polic... 

---

@eunster1313 

OP does not have any negative feedback and only has one neutral so they are not trying to hide buyer's complaints. OP is a low volume seller that sells high valued items and it only takes a few INAD complaints from a buyer to put him in a standing where eBay punishes the account by raising their fees. 

It does not matter whether the buyer is right or wrong - whether or not the seller resolves the situation to the satisfaction of the buyer or not...seller still gets a ding on their sellers account even when they do a good job of resolving the situation.

---

Absolutely, the INAD metrics work against sellers and more harshly for sellers in my situation. I am however going to pin @eunster1313's post as an answer as I don't want any future sellers to deter from eBay's guidelines, no matter how vaguely it can be interpreted. Wouldn't put it past eBay to be so lenient where their fees are involved. Hopefully future frustrated sellers can see this thread and act upon their own discretion upon the advice given! 🙂

[1stcameragear]

Also I want to note that the eBay rep I spoke to on the phone had no issue with creating a "buffer" via low cost items. I explained my plan to offer 100 low cost items, and she did not mention the guideline.

[bimmerpc1]

Apologies if someone's already suggested this: your listings look fantastic but don't offer returns.  If a buyer wants to return something, they'll find a way to do it and eBay will help them.

You may want to consider turning on returns - even offering free returns.  We've found that buyers are a lot more honest about the reason for a return when they don't think they'll be penalized.  Right now your buyer's don't have a choice - they're cornered into claiming INAD if they don't want the thing.  Additionally, offering returns gives you eBay's only method of recourse for an expensive item that is returned damaged - the partial refund.

[1stcameragear]

That’s super good perspective and insight I will seriously consider after weighing the pros and cons. 

Originally the psyche behind my no return policy was so that buyers would do their utmost diligence when purchasing used photography equipment. I.E they would ask me more questions. It was to weed out the bad seed buyers who would “rent out” gear for free knowing they would have a long grace period to return the item. Or to the problem buyers who would nit pick at the smallest issue. 

But you’re saying even if they had any ill intentions of renting out, they could still file for a refund and would get their money back one way or another. And the nit picking buyer would still receive their refund back as well.

It’s in my best interest to recover a partial refund when an item is damaged upon return. I’ll have to organize my thoughts out a bit more, but I’m seriously considering this. Thank you.

[px_455]

I get tired of it, doing the homework and properly researching the product about to be purchased is the BUYER's responsibility.

What lowers return rates?

What is the real problem, buyers are creatures of convenience, they follow the path of least resistance.

So, is it easier to return the item than it is to read the description?

If that is so perhaps it is time to make it INCONVENIENT.

Think RMA numbers.

Doesn't do the solo seller a whole lot of good, it adds a step to each return...

But when it's more inconvenient to return the item than it is to do the proper research?

It might just force buyers to do their homework.

[eunster1313]

(Absolutely, the INAD metrics work against sellers and more harshly for sellers in my situation.

I am however going to pin @eunster1313's post as an answer as I don't want any future sellers

to deter from eBay's guidelines, no matter how vaguely it can be interpreted. Wouldn't put it

past eBay to be so lenient where their fees are involved. Hopefully future frustrated sellers can

see this thread and act upon their own discretion upon the advice given!)

Although Feedback is mentioned in the policy I referenced. 

Bad feedback is no longer part of the seller performance standards

and you don't get any defects for it.

People often confuse this policy with the one I referenced.

Feedback manipulation policy

https://www.ebay.com/help/policies/feedback-policies/feedback-manipulation-policy?id=4231#origin 

[katzrul15]

@eunster1313 

Thank you!!  Have bookmarked this!!

[juju_poca]

Yes, this "item not as described" ratio is a serious issue.
But I still don't have a clear picture about what contributes to this "item not as described" ?
For insance ....
Buyer filed eBay dispute for item not received, but traking shows delivered, but buyer intentionally not close the dispute.
Buyer filed payment dispute for "buyer does not recognize transaction" but item was delivered

Will the above 2 scenarios contributes to "item not as described" ratio ?

[budgetcues]

How is this fair or right? I have buyers I have reported. How does shipping damage, wrong item (in which I sent correct item, they selected similar but wrong item). Return used item claimed damage after product was very clearly used, Color hue difference from monitor, etc, etc. 

One buyer demanded a freebie (service request customization of a product) I reported them...then I gave the freebie anyway and sent it. Buyer thought I didn't do the customization, they opened a case. When they realized I did the custom work, they closed the case and did not return. Now I find months later that eBay dings me for that one too and suddenly started charging me 5% additional.

In addition, if you offer free returns and get a discount as a top rated seller (1%)...it seems to encourage returns and eBay wants to exact that miniscule discount with charging sellers 5% as a high not as described! I even found a return in which a customer put that he just didn't like, but when the return was slow reaching us, he put in a claim and the eBay rep CHANGED the reason for return as not as described!

I am so frustrated. How does one get eBay to remove this fee once they have started extracting???

[kh-gary]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.