What the?

[iamalwaysright]

I got a "wrong item sent" return filed from a buyer for an item that they bought. My order details shows that they clearly bought a Blue item.

Buyer says in the comment of the dinged return "Nice item, but I ordered black, not blue. You don't need a picture. It's blue, I want to exchange for black."

And they attached this photo onto the return

I checked and this guy writes novels in his feedbacks left for sellers. Many of them are false positives tho. Few neutrals and negs.

[wastingtime101]

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@iamalwaysright wrote:

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Really? I always thought the false positive policy was only for sellers leaving the feedback for buyers.

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That's how it used to work, but not since eBay changed the FB policies and beefed them up - was it 2 summers ago or last summer? Can't remember.

Anyway yeah, I asked eBay to remove a buyer's FB recently. It was a neg comment with a pos rating. It actually violated a different FB rule, but when eBay removed it they immediately cited the rating/comment don't match policy. They left the rating (pos) but replaced the comment with --.

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@iamalwaysright wrote:

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I actually don’t. But now I do, lol. I shoulda started this awhile ago. 😀

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You'll probably find it funny that I have a few of your weird return pics in my folder because they were that notable. 😂

[wastingtime101]

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@iamalwaysright wrote:

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I was just told by eBay that the ding on my seller metrics can be removed once the return closes. We’ll just have to see about that, I’ll probably follow up on it just to confirm if that’s possible.

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eBay can't remove service metrics manually in my experience, BUT if they determine the buyer was abusive it will be removed automatically.

Technically it won't be removed, but when you generate the report there's a column that says something like "counted" and it'll say yes or no. So it would appear on your metrics, but would say "no" and not be counted.

This is one of those times I'd use the eBay return label because I'd be confident in eBay determining buyer abuse and issuing the up-to-$6 return ship credit. (Edit: if the account qualifies for TRS protections.)

[mamacassidy]

@wastingtime101 

Where can I find the report that shows the dings?

[iamalwaysright]

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@wastingtime101 wrote:

This is one of those times I'd use the eBay return label because I'd be confident in eBay determining buyer abuse and issuing the up-to-$6 return ship credit. (Edit: if the account qualifies for TRS protections.)

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Good looking out, thanks for the reminder. I’ll definitely do this. Honestly I never even think about using eBay anymore as these types of cases are so few and far away. Or because I’m too lazy to remember.

BTW, don’t you think eBay should raise that $6 limit to a higher number by now? I mean like how many times did USPS raise their prices since that $6 limit was put into place?

[mam98031]

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@mamacassidy wrote:

You mentioned getting dinged for the INAD. Is there a place on your dashboard where you can see these dings, or are these ebay's behind-the-scene metrics? If these are behind-the-scene, is there any way for us to know where we stand on this 'naughty list'?

I had an INAD return request a couple of weeks ago, but then the buyer decided they wanted to keep the item, so they closed the return (I didn't refund or do anything, I was just waiting for the item to be shipped back).

Does anyone know if a ding like that stays on your account? And how long do these dings get held against us? 

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You aren't aware of how to track the health of your account?  I would encourage you to stay on top of this so that you can be proactive if you see a problem coming instead of waiting to be reactive.

Here is a link to your Seller Dashboard.  This is where you track Defects.

https://sellerstandards.ebay.com/dashboard?region=US

Here is a link to your status with the Service Metrics.  The INAD you noted above would be represented in these numbers.

https://www.ebay.com/sh/performance/service-metrics

[mam98031]

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@a_c_green wrote:

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@iamalwaysright wrote:
Trusting my gut tho, even if this guy didn’t file a return yet I probably won’t try to point out his mistake. I’m basing this judgement on three things. 1) His slew of lengthy complaints on his feedbacks left. He obviously has no problem telling people how he feels, 2) the fact that he said I don’t need a photo and his refusal to provide a valid one, and 3) that crazy whacko photo he actually did provide.

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Somebody correct me if I'm wrong, but doesn't eBay require a photo from the buyer for some categories of return request? This buyer probably keeps that image on hand for just such an occasion.

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Yes.  I really like this change.

If you get a buyer that insists they can't or don't know how to upload a picture, have them contact Ebay.  They will help them through the process.

[wastingtime101]

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@iamalwaysright wrote:

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BTW, don’t you think eBay should raise that $6 limit to a higher number by now? I mean like how many times did USPS raise their prices since that $6 limit was put into place?

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haha you took the thought right out of my head.

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@mamacassidy - Seller Hub > Performance > Service Metrics

[mam98031]

"That's how it used to work, but not since eBay changed the FB policies and beefed them up - was it 2 summers ago or last summer? Can't remember."

That shows us how fast time moves.  Early last year they made awful changes and made it next to impossible to get FB removed.  We all raised a whole lot of noise over this and finally they revised the policy and beefed it up as you stated.  There was some direct work with Ebay as well.  Fortunately for all of us we ended up with some significant improvements.

[mamacassidy]

@mam98031 

Thank you!

I was aware of the dashboard and the defects, but I wasn't aware of the service metrics link.

I appreciate it!

[mam98031]

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@mamacassidy wrote:

@wastingtime101 

Where can I find the report that shows the dings?

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Dings are in the Service Metrics.

https://www.ebay.com/sh/performance/service-metrics

[mam98031]

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@mamacassidy wrote:

@mam98031 

Thank you!

I was aware of the dashboard and the defects, but I wasn't aware of the service metrics link.

I appreciate it!

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Glad I could help !!!

[gloryglorygifts]

What in the freaking he** is that? Yikes and double yikes! You know what to do. Too bad you can't share a name so we can all block them.

[chapeau-noir]

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@mamacassidy wrote:

You mentioned getting dinged for the INAD. Is there a place on your dashboard where you can see these dings, or are these ebay's behind-the-scene metrics? If these are behind-the-scene, is there any way for us to know where we stand on this 'naughty list'?

I had an INAD return request a couple of weeks ago, but then the buyer decided they wanted to keep the item, so they closed the return (I didn't refund or do anything, I was just waiting for the item to be shipped back).

Does anyone know if a ding like that stays on your account? And how long do these dings get held against us? 

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The ding stays no matter what. 

[mam98031]

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@mamacassidy wrote:

You mentioned getting dinged for the INAD. Is there a place on your dashboard where you can see these dings, or are these ebay's behind-the-scene metrics? If these are behind-the-scene, is there any way for us to know where we stand on this 'naughty list'?

I had an INAD return request a couple of weeks ago, but then the buyer decided they wanted to keep the item, so they closed the return (I didn't refund or do anything, I was just waiting for the item to be shipped back).

Does anyone know if a ding like that stays on your account? And how long do these dings get held against us? 

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Occasionally they do allow a ding for an INAD to get removed from the Service Metrics.  But it is rare.

It is likely 12 months for you like your other stats.

You really should read the policy on the Service Metrics as it is an important policy that only benefits you to understand.

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

[iamalwaysright]

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@mam98031 wrote:

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@a_c_green wrote:

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@iamalwaysright wrote:
Trusting my gut tho, even if this guy didn’t file a return yet I probably won’t try to point out his mistake. I’m basing this judgement on three things. 1) His slew of lengthy complaints on his feedbacks left. He obviously has no problem telling people how he feels, 2) the fact that he said I don’t need a photo and his refusal to provide a valid one, and 3) that crazy whacko photo he actually did provide.

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Somebody correct me if I'm wrong, but doesn't eBay require a photo from the buyer for some categories of return request? This buyer probably keeps that image on hand for just such an occasion.

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Yes.  I really like this change.

If you get a buyer that insists they can't or don't know how to upload a picture, have them contact Ebay.  They will help them through the process.

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If this change is site wide, every seller should be able to start a folder of weird return pics sooner or later lol.