service metric counting is just so NOT FAIR!

[alittlepanda]

ebay, you should NOT use service metrics to determine your seller performances, including applying a penalty. 

You are well known that scammers are all over eBay now, they will use "does not work and defective" "wrong item sent" and any related reasons to get away with return shipping even though it is NOT true!  They do not READ what we listed, they just claim whatever they want to claim, what can we do about it? we advanced our listing, title, images, and description and tried to let the buyer know what they are buying, they simply DO NOT READ. 

and EbAY burns us with these, by taking away our partial refund tools and adding additional fees. 

eBay, in this economy, you can kick out more and more sellers. 

[luckythewinner]

eBay did not observe the item being shipped or received, so they are not in a position to pass judgement on who is telling the truth in a dispute. 

eBay cares THAT a seller is attracting dispute; they do not care WHY the seller is attracting disputes. And they are very clearly expecting the seller to either figure it out and fix it, or be encouraged to leave. 

It's not fair, but that is just the way it is. 

[tobaccocardyahoo]

Seller level is only affected by bad transactions the seller cannot resolve with the buyer, which require Ebay to step in.

Failure to ship on time is objective and not subject to your objections.

Ebay's criteria are pretty rational, the only major flaw is defects being kept for a one year period.

BBE for overseas sellers is deliberately more punitive.

[lakefor94]

@alittlepanda 

Even considering that car parts are a tough online sales category for returns, you have a lot of unhappy customers. 

Service Metrics have been around for 4 years or thereabouts. Is this the 1st time you have been hit with the extra fees?

You can work your way back as the Service Metrics hits fall off as long as you don't take on too many more. I am sure you have run the reports available to see the dates of the cases. If not, do so and keep a closer eye on every sale going out the door.

Good luck moving forward.

[m60driver]

If it bothers you so much then stop selling auto parts, one of the most scammed items out there.  One needs both high margins and high volume to cover the cost of returns with auto parts.

[mam98031]

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@tobaccocardyahoo wrote:

Seller level is only affected by bad transactions the seller cannot resolve with the buyer, which require Ebay to step in.

Failure to ship on time is objective and not subject to your objections.

Ebay's criteria are pretty rational, the only major flaw is defects being kept for a one year period.

BBE for overseas sellers is deliberately more punitive.

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Service Metrics is different and separate from the defects on a sellers Dashboard.

[mam98031]

@alittlepanda 

I've never been a fan of the Service Metrics either.  But it is still something we all have to deal with.  

It is important to understand how the Service Metrics works.  Properly filed Buyer Remorse Claims do not count in the Service Metrics.

INRs and INADs filed for any reason, regardless of the outcome of them counts against the seller in the Service Metrics.

In regards to INADs, you have to get 10+ in ONE category Before Ebay will start comparing you to your Peers.  And if you are deemed to be too high, it can cause you to have the Penalty fee to be charged on any sales you might get in this specific category until you can work yourself out of the problem.  

Keep in mind because you might be in trouble in one category doesn't mean you are in trouble with all categories.  

The Seller Hub has a great screen you can track your Service Metrics numbers.

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

[alittlepanda]

we surely understand, we have been selling auto parts on eBay for 8 years, and it is going downhill, like bad now, we do 30k/month down to now 5k, and more and more scammers these days, eBay is done. 

[rugerskick]

Being targeted by scam buyers, or even malicious other sellers trying to hurt their competiton, is not something a typical seller can simply "fix".  They actually have to receive cooperation, assistance and help from ebay to correct and eliminate such problems on the ebay web site.

[tobaccocardyahoo]

@mam98031 

Where are those service metrics tied to higher fees or any punishment?

They state on the page their purpose to be seller self-help.

I could be ignorant of some other fee penalty, but the only one I know of is a Seller Level of below standard.

An auto parts seller would have to be mighty confident to choose to earn the Top Rated Plus badge and discount. I do not see very many who are offering the required shipment and returns polices for that.

[alittlepanda]

when the return defective is stated as "very high"

eBay adds a 2% penalty on the FFV and takes away your partial refund tools. 

We are complaining because a group of people from NJ has recently been buying similar items from our accounts, filing defective returns, and returning an empty envelope to claim a full refund.  

the way they work is they register a new ebay ID, with a random email, buy stuff off our account, and return immediately once delivered, no matter where the shipping address is, the return is always scanned off NJ, 

eBay has been helpful, we disputed nearly 10-12 such returns in the past 3 months with eBay all granted with full refund. However, our metric is seriously hit, and this is why we calling it NOT FAIR. 

[mam98031]

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@tobaccocardyahoo wrote:

@mam98031 

Where are those service metrics tied to higher fees or any punishment?

They state on the page their purpose to be seller self-help.

I could be ignorant of some other fee penalty, but the only one I know of is a Seller Level of below standard.

An auto parts seller would have to be mighty confident to choose to earn the Top Rated Plus badge and discount. I do not see very many who are offering the required shipment and returns polices for that.

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Have you ever read the policy?  I encourage everyone to do so that hasn't.

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/service-metrics-policy...

Sellers not meeting performance expectations

Additional final value fees may apply on sales in the following circumstances:

• If your account doesn't meet our minimum seller performance standards for the US in the evaluation on the 20th of the month, you'll be charged an additional 6% on the final value fees applicable to sales in the following calendar month. Go to your Seller Dashboard to check your current seller level. This fee does not apply to Above Standard and eBay Top-rated Sellers
• If your rate of 'Item not as described' return requests is evaluated in your service metrics as Very High in the evaluation on the 20th of the month in one or more categories, you will be charged an additional 5% on the final value fees for sales in those categories in the following calendar month. You can view your personalized service metrics on your Service Metrics dashboard in Seller Hub.

Any additional final value fees will be calculated as a percentage of the total amount of the sale. We'll indicate which listings are subject to additional fees on your Account Summary.

Note: If your account isn't meeting our minimum seller performance standards and you're rated Very High in your rate of 'Item not as described' return requests, you'll only be charged the additional final value fee for not meeting our minimum seller performance standards.

[inhawaii]

I agree.

Ebay should not use a sellers performance rating to determine sanctions.

That's ridiculous.

If it were up to me, I would rate sellers by their looks.

[mam98031]

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@inhawaii wrote:

I agree.

Ebay should not use a sellers performance rating to determine sanctions.

That's ridiculous.

If it were up to me, I would rate sellers by their looks.

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OMG, say it isn't so!!!  Now I'd pass the test when I was a young woman, as an old broad, not so much.  LOL

[iamalwaysright]

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@mam98031 wrote:

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@inhawaii wrote:

I agree.

Ebay should not use a sellers performance rating to determine sanctions.

That's ridiculous.

If it were up to me, I would rate sellers by their looks.

---

OMG, say it isn't so!!!  Now I'd pass the test when I was a young woman, as an old broad, not so much.  LOL

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Beauty is in the eye of the beholder 😀