I Need Clarification on Metrics

[gloryglorygifts]

How can I have a 100% rating on "tracking updated and validated on time" and a 1.15% rating on "late shipment rate". 

I've decaffeinated myself so be kind in your responses....

[valueaddedresource · Accepted solution]

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@gloryglorygifts wrote:

How can I have a 100% rating on "tracking updated and validated on time" and a 1.15% rating on "late shipment rate". 

I've decaffeinated myself so be kind in your responses....

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@gloryglorygifts tracking updated and validated on time doesn't count exactly the same things as late shipment rate does.

https://www.ebay.com/help/selling/seller-levels-performance-standards/seller-levels-performance-stan... 

Late shipment rates are determined by the percentage of transactions that you sent after the handling time stated in your listing or that were not delivered by the estimated delivery date.

We'll only consider a shipment late if:

• Tracking shows the item was delivered after the estimated delivery date, unless there's an acceptance scan within your dispatch time or there's confirmation from the buyer of on-time delivery
• The buyer confirms the item was delivered after the estimated delivery date, unless there's an acceptance scan within your handling time or there's delivery confirmation by the estimated delivery date

[ebooksdiva]

If you want to see your service matrics look at your Seller Dashboard | eBay  it will show you what transactions you shipped late. Click Get Full Report

[nobody*s_perfect]

One of the requirements for Top Rated Seller status is "Tracking uploaded on time and validated". You get credit for this as long as the tracking was uploaded within your handling time, even if the first scan is much later. So a transaction would meet the "Tracking uploaded on time and validated" while not meeting the late shipment requirement, if you printed the label within your handling time but then the first scan was not within your handling time.

https://www.ebay.com/help/selling/seller-levels-performance-standards/seller-levels-performance-stan...

The TRS requirement is less strict than the general performance standard.  It predates it by many years and goes back to the days when eBay was first using tracking to assess sellers' performance.  In fact, when it was first introduced there was no scan requirement at all, just uploading a tracking number so of course some unethical sellers just entered fake numbers.

[lightlily_arts]

Scratching my head as I can't think of any reason why these two figures don't match.  But it may be possible since the late shipment count covers the past twelve months, whereas the Tracking validation only covers the past three months.  Look at the detail reports for each category.

[gloryglorygifts]

Aha, I forgot about that! Thanks. They were all delivered late. 

[gloryglorygifts]

That estimated delivery date is the one that determined all of them. Thanks! 

[gloryglorygifts]

I always thought that validated meant that it was scanned by the postal carrier upon pick up or drop off at the p.o., but it doesn't. It's validating if it is an actual usps tracking number. I guess that came about because of all those unscrupulous sellers using the fake numbers. I am sure they found a way around it tho. 

[gloryglorygifts]

I did look at the full report from the dashboard and they are all late delivery. Too bad we are measured because of the slow postal deliveries. Maybe they should extend the estimated delivery dates since the p.o. has even extended it on their site. Even priority is now 3-5 days.

[nobody*s_perfect]

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@gloryglorygifts wrote:

I always thought that validated meant that it was scanned by the postal carrier upon pick up or drop off at the p.o., but it doesn't. It's validating if it is an actual usps tracking number...

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Yes, so it can be any scan, even the delivery scan.  In this context "validation"  just means "proof that you didn't make up the number."

[lightlily_arts]

A few years back I changed my handling time to 2 days so that I had more time to get my packages delivered as the post office had gotten so slow including Priority Mail packages.  I actually ship within one day and at  times the same day if the order comes in early enough as most of my stuff is prepackaged.  Changing to 2 day handling saved my metrics the two times I got hospitalized as it takes time to explain to my family how to print my labels and find my parcel.  Also when I've been hospitalized the first thing I did was use the bulk editor to revise all my listings to extend my handling time so I didn't have to worry about late packages.

[nobody*s_perfect]

You aren't penalized for late delivery IF you got a scan within your handling time. As noted in the above post that you selected as a solution:

We'll only consider a shipment late if:

• Tracking shows the item was delivered after the estimated delivery date, unless there's an acceptance scan within your dispatch time or there's confirmation from the buyer of on-time delivery
• The buyer confirms the item was delivered after the estimated delivery date, unless there's an acceptance scan within your handling time or there's delivery confirmation by the estimated delivery date

[richard1rst]

I recently contacted Customer Service about this very thing. I specifically reference 3 shipments that were shipped on time. But the tracking itself included notes by the carrier that between a variety of weather and mechanical problems the packages WILL (and in fact were) be delivered late. Follows is the reply I received. The added emphasis is mine to make the point.

QUOTE

We appreciate a valued member of our eBay Community reaching out to us today. I can certainly understand your concern with these 3 shipments on your Seller Dashboard.

To be completely transparent with you, I’m afraid we do not have a way to appeal these kinds of defects because they do not cause your account to fall to below standard. We provide that extra 5% wiggle room in your metrics for when these kinds of things happen, and thankfully these kinds of defects do not incur any additional selling fees.

 I know how this can be frustrating since the situation can feel outside of your control, but the best you can do is ensure your orders have tracking attached to them and that carriers scan them as soon as they receive them. The good news is these are not a threat to your top rated status, plus, the look-back if it is in 3-months, and you'll see them fall off in no time.

END QUOTE

Then I reviewed my defect page.

Despite the previous statement that they do not have a way to appeal the defects 5 of them were apparently reviewed and removed.

 

Essentially what they seem to be saying is that as long as it does drop your rating status they are not going to worry about - and you shouldn’t either.

[gloryglorygifts]

I'm like a frequent flier when it comes to ER trips and hospital stays. LOL. If I'm conscious enough in the ER, I'll just put the store on vacation mode. Many of my items have a 5-day handling period too, so that's a help. It takes the pressure off! 

I hope this is a healthy year for you!

[gloryglorygifts]

I get it now. Thanks!