@praktek69 wrote:
Recently eBay has added extra fees if you have X number of cases posted against your account. It doesn't seem to matter if these are valid cases or not. Example---USPS loses a package! Customer reports a case.
Example---Customer says package didn't arrive even though sent out on normal schedule===sent a replacement! Both arrived, however still have a "case". Example---customer says missing part and files a "case". Later finds the part in the box. All these and other similar result in cases being filed and eBay increasing fees. How many others are running into this same situation????
This isn't exactly recent, it's been happening for a few years now.
That said, the entire Service Metrics system is ABSOLUTELY unfair.
Half of it for the reason you say, SNAD metrics are based on CASES being opened, and not on DECIDED cases!
The other parts that are unfair:
- Categories are not treated equally. The entire eBay Motors SITE is considered 1 big category! This means items with a high failure rate (such as spark plugs, ignition coils, etc) are being compared for returns to items such a body parts which DO NOT have a failure rate! It's impossible to sell certain categories without receiving the penalty!
- Protections are not always granted when promised. INR's from Feb 10-24th were supposed to be protected, and we have 16 that were NOT even though they fit the eligibility.
- INR's are making sellers responsible for carrier problems. If your local PO loses items? It's your fault.
- There's nothing sellers could really do to fight INR's, as it is 100% out of their hands. What could you possibly due these days to reduce them? USPS, FedEx, and UPS all have had high rates of delayed/lost items lately.
- These systems are not transparent at all. Supposedly only "5% of sellers are effected by these at any given time", but speaking to other sellers, this seems to be FAR from the truth!
- The penalties could literally drive stores out of business. 5% FVF off of your margin is often profits for many product lines. And the shipping penalty from INR's literally cuts your sales in half by more than 50% (We were IMPROPERLY targeted with this penalty a month ago according to eBay - we weren't eligible for the penalty since we had < 1% defect rate, but the shipping penalty STILL happened to us - so we have evidence of how much it hurts sales!)
- These penalties do nothing for buyers. All they do is hurt sellers. It doesn't improve the buyer experience. It makes things more UNFAIR rather than fair. It causes sellers to potentially raise their prices if FVF goes up. There's absolutely nothing "constructive" about these penalties.
- There's no way to fight these penalties. You have proof the cases weren't your fault? Too bad. INR's being unfairly held against you? "Sorry, CS can't adjust them, I wish we could!".
