Hi fellow eBay sellers,
I’m reaching out for some advice or suggestions regarding the Service Metrics policy eBay has implemented. My business is getting hit really hard by this, and I’m struggling to stay profitable. After fees and shipping, my profit margin is only around 3–8%, and the extra 5% penalty for "High Item Not as Described" return rates could wipe out an entire month of profit.
I completely understand and take responsibility when I make a mistake—like sending the wrong item—but in several cases, I’ve been penalized due to buyer misuse of the return system:
A customer bought a fog light from me that is clearly listed as only compatible with Toyota. He tried to fit it on a Ford with a Range Rover bumper. It obviously didn’t work, and he opened a return request as “Item Not As Described.” I contacted eBay and they thankfully closed the return in my favor, but it still counted negatively against my service metrics. I also reported the buyer for return misuse, but it’s been over 3 weeks and I’ve heard nothing back. eBay won’t disclose any outcome of that case.
Another buyer bought a part from my store and Amazon to test which one fit his aftermarket headlights. Neither worked, and he started a return under "Not as Described." When I got the return back, it wasn’t even the part I sold. Again, I reported this, but nothing seems to come from it.
From what I understand, these defects are not removable, even when eBay rules in my favor or the buyer clearly misuses the return process.
Has anyone had any success getting defects removed in these kinds of cases? Any tips on how to better protect my account or challenge unfair return claims? I can’t afford the 5% extra fee — it would wipe out my already small profit margins.
Any input or suggestions are truly appreciated. Thanks in advance!
