Anyone else out there thinks that eBay's "Open return defect" policy is unfair. 4% extra fees!!!

[pcexpert_1000]

I have been a seller on eBay for over 22 years now.  Every year it's gotten worse for sellers.  First buyers abuse the returns system because they are unwilling when they do not like an item, open returns using false reasons.  But eBays new "Open return defect" policy takes the cake.  Now not only as a seller you also have to pay for returns on "false reasons" but you also are getting a huge penalty for people that do this.  Any return in general.  I sell computers, complicated items that many people do not know how to operate.  At least 50% of returns open for "defect" reasons are not even returned, we resolve them yet we are penalized.  We cannot control people that open returns or the reasons they give.  I just think that this policy of the extra fees is unreasonable, unfair, and should be legally challenged.  I am tired of talking to ebay about it.  I like to know if anyone out there feels the same way, maybe we can ban together and suit ebay to change the policy and refund all the "penalty fees" they charge.  To me they are trying to strongarm sellers into FREE returns,  My systems are expensive to ship, I do not agree with Free returns as I believe that buyers must take responsibility for what they buy. 

[mam98031]

There is no policy on Ebay called the "open return defect".

The mere fact that a return gets opened does NOT cause a defect.  If you don't take care of the customer while the claim is in the request stage and the buyer then has to escalate it to Ebay.  Ebay will rule in favor of the buyer and then it does become a defect.

I think you may actually be talking about the Service Metrics.  That is a separate way to eval sellers completely separate from the Dashboard number eval that happens on the 20th of each month to determine your selling Status. 

The Service metrics is all about SNADs.  Correctly or incorrectly filed.  The mere fact the claim was opened will count in the Service Metrics.  If a seller has 10+ SNADs in any ONE category on Ebay, then the Service Metrics peer to peer evaluation kicks in.  

You can see your current standing on how you rate on the Seller Hub, under the Performance tab.

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

[tobytan2]

I agree with you. Everyone in the online world knows how to get out of paying for return shipping cost. It’s a joke. Also, eBay is an opinionated system. My advice when listing and describing what your selling is simple... say nothing. Pictures describe exactly what your selling. eBay will not be happy until they get 100% of your money. I sell used shoes. My running cost is 44%. I still have to buy items, pay taxes and pay myself. Now eBay wants sellers to buy tape and boxes when you get boxes for free. I love how duplicate listings are not allowed, but eBay will list your item, hidden of course, to collect on insertion fees.

[pcexpert_1000]

"open return defect" or "The Service metrics" whatever you want to call it. eBay is ripping seller off, even when the buyer themselves admit they make a mistake. With no right to appeal. To us is Double selling fees. We can control what buyers do. Is arbitrary and does not apply to the items we sell, the computer systems are complex and cannot be compared to something simple. Comparing to peers as an excuse to raise fees is absurd. They need to be sued to bring back fairness.

[mam98031]

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@pcexpert_1000 wrote:
"open return defect" or "The Service metrics" whatever you want to call it. eBay is ripping seller off, even when the buyer themselves admit they make a mistake. With no right to appeal. To us is Double selling fees. We can control what buyers do. Is arbitrary and does not apply to the items we sell, the computer systems are complex and cannot be compared to something simple. Comparing to peers as an excuse to raise fees is absurd. They need to be sued to bring back fairness.

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@pcexpert_1000 

Did you happen to review the Spring Seller Update released a few weeks back?

We can appeal / report a buyer for abusing the return system.  If we win that appeal, Ebay will now remove the SNAD from counting against us in the Service Metrics.  This they would not do before even upon winning an appeal, but now they will.

New abusive buyer protections and reporting feature update

We're implementing stronger measures against buyers who don't follow eBay's abusive buyer policy. We're introducing new measures to proactively find abusive buyers, prevent them from filing return requests, and in some cases suspend them. When we find that a buyer violated the policy, we will remove any feedback and defects, including opened cases in service metrics.

We've also made it easier for you to report buyers who violate eBay policies. Now when you report a buyer, you can more clearly describe what the buyer is doing to help us investigate potential policy violations and take actions to protect you.

https://pages.ebay.com/seller-center/seller-updates/2019-spring/seller-protections.html