eBay customer service metric STINKS

[allkindsofcards]

Any intelligent seller that has to deal with customer NO SERVICE needs to realize the eBay brand selling things but the company only is interested in MONEY.  They offer sellers philippine support empowering those that they FORCE to answer calls to be polite however ALWAYS "say no" or " that is policy".  The computers and GEEDY management only interested in trying to get more and more MONEY.

eBay has a company offers ZERO level of anything like customer serice

[mam98031]

@kabilab 

They are still an active seller.

[mam98031]

@lakefor94 

I enjoy your posts as you often give great advice and share very good insight to a given issue.  This is one of the very few times that I see things a bit differently than you on a couple of points, for what that is worth.  😀

"The 5% additional fees accomplished what it was intended to do. Forced a below average seller off the site for awhile as they contemplate how to get back to above average and stay there thus providing a better customer experience. "

First as a little housekeeping the fee was raised to 6% a year or so ago.  But the real difference is that I do not believe this program was meant to "force" below standard sellers off the site.  For most that would mean they would have to stay off for up to a year before their stats regained being positive.  

What it is meant to do is get sellers to pay more attention to what is going on and work towards correcting what they can to improve there ranking as quickly as possible.  The way to do that is to dilute the numbers.  Do whatever you can to increase your transactions while working hard to do what you can to decrease the number of INADs you get, when this is related to the Service Metrics.  When it is related to the Sellers Dashboard then different reasons are to blame for the downgrade in ranking and usually easier to work out of the penalty fees.

"I will share what keeps my INAD returns down. I have free returns ..."

I think this is fabulous that it works for you.  For whatever reason there was it didn't work well for me.  I tested it for almost and entire year.  And while I had Free Returns my INADs were much higher than they are now with buyer pays shipping.  Besides, buyers only pay shipping if they properly file a Buyer's Remorse claim.  All sellers have to pay return shipping on an INAD no matter what their return policy is.

Most buyers are good honest people and most transactions go off without any problems whatsoever.  But we do have a growing number of buyers that actively look for ways to get the product for free.  Sometimes they use the claims system to accomplish this.  I've had a few of these myself.  Buyers try to bully you into giving the a full or partial refund and allow them to keep the product.  It happens more often that I'd like for sure.

[allkindsofcards]

My listings are not sports cards. eBay only chooses to STEAL on sport card sales.

The system is FLAUD. By not selling cards since Jan5 2023 my service metric has gotten WORST as the same issues stay for a year while less sales increase  the the %.

Any company that penalizes a customer for uncontrollable  issues is just PLAIN STUPID. When items are damaged in the mail and 100% refund is give immediately  what else can a seller do? When buyers state something is wrong with the purchase and the seller allows them to keep the purchase and gives 100% refund what else can be done.

When I as a TOP RATED SELLERS with 100% positive feedback and 25 years selling in 2022 has 11 issues totaling $275 while selling over $70,000 paying over $9000 to eBay in fees is told his metrics are bad and the company/eBay will now charge an addition fee about $3600 I say HORSE CRAP and it will not happen. The very STUPIDEST RULE shows me either no one with a functioning brain is employees and can over rule a bad program or the program is truly designed  to STEAL.

I assure you 1 issue out of 1100 sales which is the metric is **bleep** I assure you there are sellers compling without knowing or out of need. For me their are plenty of platforms harder but do able.

eBay ever gets a real competitor  and they and their Phillipino customer service goes the wayside. Stupidity CAN NEVER RULE long term

[lakefor94]

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@allkindsofcards wrote:

My listings are not sports cards. eBay only chooses to STEAL on sport card sales.

I suppose they are hitting you with the 6% in just one category? Better than all categories if that is the case

The system is FLAUD. By not selling cards since Jan5 2023 my service metric has gotten WORST as the same issues stay for a year while less sales increase  the the %.

So what is the plan to get out of the 6% hole? Surely not to continue to drown in your own ch!tt. 

Any company that penalizes a customer for uncontrollable  issues is just PLAIN STUPID. When items are damaged in the mail

Sellers are not customers. Buyers are customers. Sellers are independent contractors paying to sell their wares here. That is why we get 1099s. Sellers that don't take responsibility for problems are hard headed.

and 100% refund is give immediately  what else can a seller do? When buyers state something is wrong with the purchase and the seller allows them to keep the purchase and gives 100% refund what else can be done.

eBay Does NOT want buyers filing cases and getting 100% refunds. They want pleased customers, the 1st time around. Transactions that need refunds are NOT a good buying experience. 

When I as a TOP RATED SELLERS with 100% positive feedback and 25 years selling in 2022 has 11 issues totaling $275 while selling over $70,000 paying over $9000 to eBay in fees is told his metrics are bad and the company/eBay will now charge an addition fee about $3600 I say HORSE CRAP and it will not happen. The very STUPIDEST RULE shows me either no one with a functioning brain is employees and can over rule a bad program or the program is truly designed  to STEAL.

We all knew this 5%-6% increase was about to begin hitting sellers, about 4 years or so ago. I have been keeping a close eye on seller metrics for years. I get a INAD return on an item and I fix the problem with the product going forward or just plain do away with that product. No messin' around. 

I assure you 1 issue out of 1100 sales which is the metric is **bleep** I assure you there are sellers compling without knowing or out of need. For me their are plenty of platforms harder but do able.

eBay ever gets a real competitor  and they and their Phillipino customer service goes the wayside. Stupidity CAN NEVER RULE long term

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[mam98031]

The Service Metrics is by Category not overall performance.  So if they are only being penalized in Sports Cards, then that is the category they have too many INADs compared to their peers.  And before this comparison even happens, they must have at least 10 INADs [no Buyer Remorse claims].

The OP Does have a few active listings for some sports cards.

Just judging from the Community postings, very few sellers end up with a Service Metrics problem.