high item not as described

[june_bay]

Every month I receive a very high not as described rating. Would it be possible for me to see the items? My seller lever is top rated plus with trans defect rate of .09%. My return rate is 3.36% however I always resolve and provide complete refund. I don't know how to fix this because I don't understand.

[ebooksdiva]

You would be able to see your opened and closed cases in Manage requests and disputes page in your seller hub. 
I’ve provided a link but you can find it in your seller hub by click on the “Orders” tab 

[reallynicestamps]

If you are getting Not As Described complaints perhaps you are not describing very well?

I looked at the snakeskin Coach bag.

You mention that there is a tiny pen mark on the back, but although you have two pictures (good ones!)of the back, you don't specifically show the pen mark.

Your Item Specifics are thorough, but your Description basically repeats the title and has no further information about the bag.

Your returns are higher than industry standard (one percent) but you are in a picky category. You may also be running into "renters" rather than buyers.

Do you send a Return Shipping Label and/or request return of the disputed item BEFORE the problem goes to eBay?

If you can settle without drawing eBay into the transaction, you won't have those(settled) Disputes giving you Defects.

I agree that it is very unfair of eBay to hold settled Disputes against the seller.

As things stand, your only hope is to settle with the buyer/renter/fussbudget before they go to eBay.

[showmecurrency4u]

ebay want you to accept   returns but punishes sellers.  emay should allow sellers to auto block buyers with more than a certain number of returns as well as with 0  or whatever feedback. to people who dont want blocks don't have them but if some sellers that want to block let them block 

[yuzuha]

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@reallynicestamps wrote:

If you are getting Not As Described complaints perhaps you are not describing very well?

I looked at the snakeskin Coach bag.

You mention that there is a tiny pen mark on the back, but although you have two pictures (good ones!)of the back, you don't specifically show the pen mark.

Your Item Specifics are thorough, but your Description basically repeats the title and has no further information about the bag.

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I agree with this. If you're selling an item that has a flaw, you need to make a point of highlighting that flaw as many ways as possible (both in photos and in writing) so that potential buyers know exactly what they'll be getting instead of being surprised.

[wastingtime101]

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@june_bay wrote:

Every month I receive a very high not as described rating. Would it be possible for me to see the items?

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From seller hub, under the performance tab, go to seller metrics @june_bay 

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

On that page look at the bottom left and click the download report button.

[wastingtime101]

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@reallynicestamps wrote:

If you are getting Not As Described complaints perhaps you are not describing very well?

I looked at the snakeskin Coach bag.

You mention that there is a tiny pen mark on the back, but although you have two pictures (good ones!)of the back, you don't specifically show the pen mark.

Your Item Specifics are thorough, but your Description basically repeats the title and has no further information about the bag.

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- The photo of the bag with the flap up shows some stains and dirt.

- The photo of the back shows a stain on the lower left and the pen mark on the bottom center near the strap.

- The first photo of the side shows noticeable wear to the bottom corner.

- The photo of the interior isn't open that wide but it looks like it might be dirty inside.

- The photo of the bottom I can't tell if that's an issue with the leather or a reflection from the lighting on the bottom right.

In other words: I agree with femmefan that the item needs a beefier description (there is currently zero description other than the seller's TOS) and items need to be carefully inspected with all flaws clearly disclosed in the description.

That could help to avoid some of the not as described claims.

[mam98031]

Took me a minute @june_bay but I think what you are talking about is your numbers in the Service Metrics, which has nothing to do with if you resolve a request for return or not.

Your seller level is Top Rated [TRS]

A seller that is Top Rated can have some or none of their listing qualify for TRS+.  TRS+ is NOT a "level", it is a status of a listing if the seller meets certain criteria.

1.  Be TRS

2. Have a one day handling time

3.  Have a 30 or 60 day return policy with seller pays shipping [there are some categories that have different rules on the return policy].

https://www.ebay.com/sh/performance/service-metrics?src=filters&metric_type=SNAD&evaluated_site=EBAY...

[slippinjimmy · Accepted solution]

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@showmecurrency4u wrote:

ebay want you to accept   returns but punishes sellers.  emay should allow sellers to auto block buyers with more than a certain number of returns as well as with 0  or whatever feedback. to people who dont want blocks don't have them but if some sellers that want to block let them block 

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eBay wants you to OFFER returns AND they want you to avoid having returns in the first place. Nobody, eBay, sellers or buyers want to deal with returns, they are universally despised by all. Returns are a waste of time and/or money for all parties.

[june_bay]

I do have quite a few returns because I offer them for free.  Sometimes they don't fit or they changed their mind and it sucks that I am responsible for that.  I don't have a single negative feedback or return I haven't resolved with the customer.  I think ebay just wants to charge another fee.  

[buyselljack2016]

eBay compares your return rate to that of your "peers".

eBay's contention is that you and your "peers" are all subject to the same possibilities of a return, and if you are at a higher % than your "peers" that you are the issue that is causing discord on the platform and assess a penalty fee to compensate for your downgrading of the overall buyer experience on the eBay platform.

(ebay's contention, not mine)

[ittybitnot]

Every month I receive a very high not as described rating.

@june_bay 

This happens because your buyers file the claim.  It does not matter how it is settled, if it is returned for a refund,  you refund your buyer and let them keep them for free, or it was filed against you by mistake.  They are counted simply because they happen. Ebay will not remove these. 

[mam98031]

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@june_bay wrote:

I do have quite a few returns because I offer them for free.  Sometimes they don't fit or they changed their mind and it sucks that I am responsible for that.  I don't have a single negative feedback or return I haven't resolved with the customer.  I think ebay just wants to charge another fee.  

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That is going to be problematic for you if your high return rate continues. 

Lots of sellers offer Free Returns, that in and of itself does not increase your return rate.  The vast majority of buyers don't purchase items to just to return them.  

I think you need to read up on how the Service Metrics works and how it affects you as it appears you don't know.

If your account falls below standard because of too many INADs filed [for any reason or any outcome] you will become responsible to pay an additional fee on top of your regular fees until you get your status raised.

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

[gurlcat]

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@june_bay wrote:

Every month I receive a very high not as described rating. Would it be possible for me to see the items? My seller lever is top rated plus with trans defect rate of .09%. My return rate is 3.36% however I always resolve and provide complete refund. I don't know how to fix this because I don't understand.

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It's pretty confusing for lots of people how Service Metrics is separate from Seller Performance, when some of the criteria overlaps.  But rather than trying to understand why eBay might start charging you higher fees because of your SM's, you would be better off improving them for your OWN good, because returns suck, and dissatisfied buyers don't become repeat buyers.  Fix that, and the eBay judgement/consequence stuff fixes itself. 

Here's a question -when you look at your Item Not As Described (INAD) cases, is it usually flaws in the item that you knew about (whether you described or showed them close-up or not) .... or is it usually other reasons, like damages that weren't there when you sent them, claims of "odors", etc?  -If it's those suspicious reasons that you know were not your fault or untrue, then it's likely you are unwillingly "renting" stuff for people to show off at events or whatever, which is a messed up unfortunate reality with fashion, and you may want to try branching out into other categories.  

But if it's the first reason, actual flaws that you did know about, the best way to avoid those INADS is to make the flaws UNMISTAKABLE in your listings.  Others already mentioned describing the items more clearly.  My only beef with that suggestion is that lots of buyers don't bother reading descriptions .... and here's what really sucks .... they don't have to.  They can file INAD for the VERY THINGS you described "wrong" with the item, and automatically get their return shipping label, and you automatically get another INAD on your SM's.  So sometimes I will go ahead and take the step that technically violates eBay policy, but makes it impossible for buyers to be unaware of what they're getting.  That is, I edit one of the photos to show and say exactly what the flaws are, because even people who don't read descriptions look at all the photos.  The way I see it, the worst that can happen is eBay might somehow find out about the photo with text in it and delete the listing, whereas the worst that can happen with a buyer not knowing about item flaws is .... well you know by now.  I'm not suggesting you do this or any other tactic that violates eBay policy.  But I will say "No text in photos" is a stupidly blunt policy.  I know why it exists but if it's at the expense of buyer satisfaction, I personally feel that .... let's call it civil disobedience ... is worth it for ME.  


Oh by the way I also offer free returns.  I don't recommend changing that at all.  Just make returns unnecessary for your buyers.