" You Still Have Time to Avoid Fees" New fees that kill TRS

[highlido]

So I just got an email from ebay telling me that if I dont act now I am going to be hit with an additional 4% final value fees on ALL my sales because I have high "item not as described" returns.

But this is on the heals of them dropping my 20% discount down to 10% and taking that away if I dont offer free returns. 

Most of these returns are because the buyer does not want to pay the return shipping but I get more returns if I offer free returns. 

The rest of my returns are "not as described" because they were sold AS IS and the only way a buyer can return an item (that they did not read) that was sold AS IS is to open a "item not as described" return.

Earlier this year ebay took away the ability to despute a buyers reason for return, because "they had to many desputes"... Duh!

So what am I to do now? My sales have been steadly dropping they started implementing all this in Feb and now they want to charge me more for less? 

It seams that ebay just wants to get rid of all the small business that have made up the backbone of their bussiness for years

[meltedicecubes]

I'm so confused and nervous about this upcoming change. It states under the Service metrics and competitive insights FAQs "What are the consequences of having very high rates of "item not as described" or "item not received?"

For most sellers, these metrics may help reduce after-sale buyer requests, which are time-consuming, costly to service, and often result in refunded sales. Starting September 2018, for a small group of sellers who have very high rates of after-sale requests the following consequences may apply:

Item not as described     An additional 4% fee in affected categories

Item not received            Time added to buyer-facing delivery estimates for affected shipping destinations

You will only experience consequences if you have at least ten requests in the line of business and your "item not described" or "item not received" rate is greater than 1 percent."

But earlier in the seller update it states:

Starting in July 2018, we will provide competitive insights with service metrics and peer benchmarks that will help you assess your performance. You can find the insights in a new section in Seller Hub called Service Metrics. 

The metrics will show you:

• How often you receive return requests for "items not as described."
• How often you receive buyer requests for "items not received."
• Peer benchmarks—comparisons to sellers of similar items.
• Insights into why buyers are making after-sale requests, and tips to reduce requests.

So will the comparison be by peer benchmarks percentages (if they are very high in the selling category compared to your peers) or by 10 or more request in the last 12 or 3 months (according to your sales level) with more than 1% NSAD.  I sell used clothing/shoes so you know what my returns can look like even though I have 100% feedback and always take care of my customers.   Also, will it be NSAD return request or NSAD completed returns...since we know a percentage of NSAD request are just buyers "fishing" for a refund or at least a partial refund (hoping we will cut our loss and refund to keep from losing more money paying the shipping back) and do not intend to ever send the item back because there is nothing wrong with the item they bought. Additionally, will it be any "Item not received" request opened (even though the item shows delivered on the tracking)?

So I guess ebay has figured out that all buyers never lie when opening up NSAD return request or INR request and that the problem is with the sellers and this will help us sellers do a better job not having NSAD/INR requests.

Does anyone know how the service metric "penalty" will actually be figured or when the consequenses will kick in for a seller?

[rslking]

My email said that eBay motors average is 2.54....can you check it yourself or do you have to take their word for it

[swappart]

I got it too. I sell used TV parts and almost all of my returns are "not as described." I know what I sell works before I list it. Buyers want to guess and buy a part, then use snad to get a free return. Or, they just have no clue what they are doing or how a TV works and just think the part must be bad because it didn't fix their TV. I'm certain every other seller who sells used TV parts has a similar snad rate. This is about like bringing the old defect system back. Earlier this month, I switched to free returns to keep my TRS. I figured I'm paying either way so I might as well, but they still claim snad. If I have to pay another 4%, I'm done. I barely make a profit as it is.

[coffeebean832]

---

@dtexley3 wrote:

---

@d.clawed wrote:

There are some interesting posts on the eBay Facebook page.  Check this out....

So, eBay, what exactly is the “peer average” for clothing, shoes, & accessories...is it .87% or 1.05%? 

How on earth can we defend ourselves against seemingly arbitrary, concealed numbers? 

---

tyler@ebay  So yes, Tyler, which is it?  Two sellers, same generalized category, different AVERAGES?   Smells like someone is cooking the data.

---

There isn't a standard percent for a category. There are a lot of factors that determine what rate is high for a seller.

The examples above could be from sellers who have different shipping times, lookback periods, average selling price, item condition, or return policy.

Two sellers could have all the same criteria except one offers returns and one doesn't - that means they will each be compared to a different set of peers with a different rate of SNADs.

How are my benchmarks determined?

To determine your "item not as described" peer benchmark, we group you with sellers that:

• List on the same eBay site and in the same category.
• Share the same assessment lookback period (3 or 12 months), as determined by transaction volume.
• Have a similar "average selling price."
• Sell items with similar item conditions—generally new or not-new conditions.
• Offer a similar return policy—usually returns accepted or returns not accepted policies.
• Sell items with similar buyer-facing delivery estimates.

To determine your "item not received" peer benchmark, we group you with sellers that:

• List on the same eBay site and to ship to the same destination.
• Share the same assessment lookback period, as determined by transaction volume.
• Have a similar average selling price.
• Sell items with similar buyer-facing delivery estimates.

[mrv71]

Of course, these average return percentages will be bogus!!! Nobody will really spend time and money to really calculate all this data - it is too expensive, so it will be arbitrarily decided by bots, as usual. For example, if your return percentage is 2.35%, the bot automatically will tell you the average is 1.85%. It's much easier and faster to write up a computer program that automatically gives you some semi-random number (for example, the number will be 23 1/2% less than your number), and then sent it out to random people. Obviously, this is all just a money grab form eBay to raise fees, because they know that nobody will be able to check if their numbers are correct and dispute them. And because the sales are down dramatically for almost everybody and returns are up, it may keep the company afloat for another quarter or so. But sellers will simply leave if they will not be making any money, and with less sellers eBay will have to invent another trick to charge others even more. Another cirle in a death spiral, business as usual...

[owerstokdeel]

Sold item on Sunday.Shipped wia USPS next day,Monday.Got return request (item not as described) next day,Tuesday. Did check tracking.The package still on the way to destination....Got same email from eBay....called costumer servise.Not resolved.

[thebohemianbird]

That's my dilemma right now...I didn't realize you need to offer Free Returns to keep TRS...I changed to 30 day returns, and then have gradually have lowered some prices while adding in s&h as an experiment more or less to see if FS really makes a difference.  Often people just search for ' lowest price with shipping' anyway.

I think,  however, I will go back to Free Shipping, because I forgot that you don't get the TRS discount on S&H. So 6 of one, half dozen another. ...I guess.  I have had only 2 returns in years of selling - one legit, one scammer...so can't really complain, and probably shouldn't worry so much about the change lol....

[thebohemianbird]

wow! I hope Ebay does the right thing here for you.

[jordiegreenberg]

---

@highlido wrote:

So I just got an email from ebay telling me that if I dont act now I am going to be hit with an additional 4% final value fees on ALL my sales because I have high "item not as described" returns.

But this is on the heals of them dropping my 20% discount down to 10% and taking that away if I dont offer free returns. 

Most of these returns are because the buyer does not want to pay the return shipping but I get more returns if I offer free returns. 

The rest of my returns are "not as described" because they were sold AS IS and the only way a buyer can return an item (that they did not read) that was sold AS IS is to open a "item not as described" return.

Earlier this year ebay took away the ability to despute a buyers reason for return, because "they had to many desputes"... Duh!

So what am I to do now? My sales have been steadly dropping they started implementing all this in Feb and now they want to charge me more for less? 

It seams that ebay just wants to get rid of all the small business that have made up the backbone of their bussiness for years

---

@highlido

Hi @highlido if you don't have any categories that have "very high" item not as described return rates, then you don't have to worry about incurring additonal listing fees starting Oct 1.  The email was sent to all sellers with high & very high 'item not as described' return rates in one or more categories to give sellers time to make improvements to their listings, before the new fees go into effect. By sharing insights about these metrics can help sellers prevent returns in the future & it can help you retain more revenue.  If you haven't had a chance already, I would encourage you to check out the "item not as described" returns tips and guidance page & the "Service Metrics Policy Help page".  

Tips & guidance on how to reduce "item not as described" returns 

New Service Metrics Policy Help Page

[slippinjimmy]

---

@thebohemianbird wrote:

That's my dilemma right now...I didn't realize you need to offer Free Returns to keep TRS...

---

You didn't realize it because you don't have to offer Free Returns to be TRS.

You have to offer Free Returns (and 1 day handling) to have any of your LISTINGS show the TRS Plus badge and get the discount on fees.

TRS,  TRS Plus are two different things, you need the former to qualify for the latter but you can be TRS with an extended handling time and any return policy you like.

[penguins_dont_fly]

---

@dtexley3 wrote:

---

@buyselljack2016 wrote:

@highlido

"Unresolved by seller" returns is one of the biggest factors in falling below standard resulting in 4% increased FVF, followed  by suspension.

Did you have "unresolved by seller" (eBay had to step in) cases.

---

This has nothing to do with unresolved by seller.  This coming Oct, sellers will be penalized 4% if their RETURN RATE (not unresolved returns) is above what eBay has calculated as the "average" return rate for "similar" items.  I received the same email.  I'm at 1.27%, but I sell fragile porcelain items and no matter how well you pack them, occasionally an item gets broken.  In collectibles I'm being compared to people shipping all manner of non-breakables, they are NOT similar in the least.  The average return rate eBay "calculated" for collectibles is 0.17%.  Yea right.  These "averages" are likely heavily weighted to bring them as low as possible.  It's all about the benjamins.

---

I sell china and crystal and other fragile porcelain and glass objects. It is all that I sell.

I have a return rate of 0.25%. That is 1 return (remorse) out of just under 400 transactions in a year. I average 2 per year for the past 5 years. And ... I have had free 60 Day Returns for almost a year now.

I have had ZERO breakage claims in the past 12 months and I can count on one hand my total 5 year breakages.

So ... don't blame your inventory.

[jordiegreenberg]

@the_fancy_fox

To confirm additional fees for 'very high' item not as described return rates will apply at the category level. Details can be found in the Service Metrics Policy page under the section 'consequences of very high rates'.

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

[highlido]

I am VERY well aware that it only effects peopel with "very high" rates which are dictated on the rates of other selling in the same catagory. So me who sells used and AS IS items is always going to have a high rate than someone who sells only new. Any buyer who does not want to pay for return shipping will say one of the 6 reasons that count as item not described (also the only 6 reasons they dont have to pay shipping) also the only 6 reasons that they can open a return request on something that is sold AS IS.

Have you read any of the "tips"? 

"Ensure items are described accuratly"

So when I have a listing that says item will not power on sold as is for parts or repair and get a buy who opens a return item not as described it will not power on and ebay makes me take it back and counts it against me, you tell me how to describe it more accuratly?!?

"Inspect refurbished and used items more closely for hidden defects and damage. Call these out clearly in your listing description and photos" 

Again I do the best to describe my items well and still have buyers open returns for items the resons that are listed in the TITLE. 

You all also took away the ability to even contest a buyers reason so it really does not matter what I do you are cultivating a customer base that knows that they can lie about what ever and you will always side with them 100% of the time

I get that this is part of doing business online and I resolve EVERY one of my return requests even the ones that i have recieved empty boxes back I give full refunds

But now you are going to charge me more for it?

The only bussness that can sustatin something like this long term is the big business that you all are more and more cultivating to trying to be another amazon. 

You had a nitch market of used and new items you cant beat amazon at there own game so stop trying too. you are killing your small bussiness!

[highlido]

Exactly it has nothing to do with how we are preforming as sellers. It is the same as them taking the 20% TRS discount down to 10% and now taking it away from all but the "big boys" who can afford to do free returns and now are charging extra fees "for the good of the customers" to the rest of us. Who have been obviously taking good care of our customers, so... 

[sonoranboutique]

Yeah I sell used items, and comparing my return rates to the ENTIRE clothing category which is mostly NEW items is ridiculous.

I can see the news articles already.  "EBay Initiates 4% Tariff on Used Items".  If you have to meet an average based on NEW items and you sell USED items, it is essentially a tariff on used items.

Also, the "Free Returns" thing is completely stupid.  In case you guys didn't notice, 99% of online retailers DO NOT offer free returns.  Best Buy, J. Crew, even high end stuff like Ted Baker has return fees.  I think Amazon might not, but they experiment a lot.  They got scammed for millions on their lenient return policy, in the past they've lost money on overly customer-friendly practices and backpedaled aftewards, and they now punish buyers who return too many items.