eBay

alittlepanda · ‎09-27-2018

Recently the Service metrics is being launched, one of the added performance standard.

I am having a lot of trouble of it, as charted, within the valid period, I had 13 returns. I checked my history, 11 out of

13 request was OPENED before even contact us. Also, 7 out of those 11 requests, was closed by buyer after we asked what was going on and solved by simply send missing parts/replace damaged parts. And all of those counts against us????

If this is an standard eBay added in just to squeeze more money out of seller, by raising FVF fees, why dont just raise the fees? now eBay just gonna say" it is not me, itz those seller not meeting the standard, so I have to charge them more money.

Is it me , a small seller, the only one have problem with this ridiclous service metric?

myboardid · ‎09-27-2018

They are not ridiculous - you did a poor job of shipping to buyers, so they got broken items, damaged items, missing parts, probably completely wrong items. You will have to suffer the consequences of bad service.

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Successful and experienced seller since 1997, over 70,000 feedback, boardie since the boards were begun.

orangehound · ‎09-28-2018

@alittlepanda wrote:
Recently the Service metrics is being launched, one of the added performance standard.

I am having a lot of trouble of it, as charted, within the valid period, I had 13 returns. I checked my history, 11 out of 13 request was OPENED before even contact us. Also, 7 out of those 11 requests, was closed by buyer after we asked what was going on and solved by simply send missing parts/replace damaged parts. And all of those counts against us????

A buyer does not have to contact you before opening a return request. And, yes, it is my understanding that eBay still counts these against your account even if the buyer closed the request ... eBay assumes that the original complaint was correct, but that you solved it outside of the returns process.

@alittlepanda wrote:
If this is an standard eBay added in just to squeeze more money out of seller, by raising FVF fees, why dont just raise the fees? now eBay just gonna say" it is not me, itz those seller not meeting the standard, so I have to charge them more money.

Yes, eBay is doing this specifically to increase their profits. It is sort of like a town installing a red-light or speed camera ... that is, their primary agenda is to increase profits, and not to change behavior.

@alittlepanda wrote:
Is it me , a small seller, the only one have problem with this ridiclous service metric?

I know that eBay motors has a lot of returns, but some of the reasons you have for returns could be reduced by ...

Packing better
Come up with improved logistics so as to avoid shipping the wrong part.

sonoranboutique · ‎09-28-2018

The problem is that buyers often lie about return reasons, and there's no way to remove it from your Service Metrics page once the case has been opened. Even if the buyer lied. Many sellers around the forums also believe that the so-called "averages" are completely wrong. 13 returns out of 1200+ does not seem unreasonable to me, especially since in the Motors category buyers often order the wrong part or mess up the part during installation, and either don't know they made a mistake or claim it wasn't their fault. One seller even showed that the so-called "average" return rate for what he sells was more than twice as good as the manufacturer's advised defect rate.

Does anyone that actually has more than 800 sales or so in the past three months actually have a "Low" rating on the Service Metrics page? I've never seen a single screenshot of someone with a return rate lower than average. If that actually is the "average", then half of people should have a "Low" return rate. But I've never seen anyone here have one.

Service Metrics page link: https://www.ebay.com/sh/prf/service-metrics

alittlepanda · ‎10-01-2018

Thanks but no thanks. We do know how to package and ship item. If you are not in auto parts industry , please do not speak for them. Each of our package comes with cusion and durable factory box and on top of that, we putting the whole unit into USPS supplied shipping box, that is like 3 times protection. However, sometime when customer submitted picture of the damage, we have seen box cut in half; or something run over the box. Anything can happen. My point is , when handling damage case, we never delay. As soon as customer provide pictures, we issue immediate refund. Missing parts sometime caused by damaged as well, and part falls out. We never ship completely wrong item to customer. so please assue us while you have no idea what exactly is going on. If you shipping books, of course, you will not get any damage I suppose.

alittlepanda · ‎10-01-2018

exactly, I do not mind eBay counting this return metric BUT for those is the closed, or resolved return request, it should NOT be counted. Same as eBay dispute, Amazon A-Z claim, negative feedback, as long as we resolve with the customer, it should not be counted. The problem is now, eBay COUNTS every return request that customer opened even though sometime when they are NOT intended to open. I have seen my customer opened & closed return request within seconds, and now get counted as well? ridiclous.

terrycanarsky · ‎10-02-2018

To sum up an answer to most/all your questions: eBay (corporate/whomever makes these policy changes) does not give a fat rat's patoot about a seller providing good customer service even in the face of an issue. All that matters is an increase in revenue --- which is accomplished by the new metrics system which specifically disregards either successful negotiation of a solution or less-than-integrity by a buyer, specifically "blames" the seller for a "poor buyer experience" regardless of reality, and potentially charges the seller a higher fee.

All you can do is describe your items correctly, pack your items well, and hope your buyers are on the up-and-up.

~M

noodlevette · ‎10-02-2018

I don't have anywhere near 800 sales in the last three months, but just looked at my service metrics thanks to your provided link. I don't have any returns or return requests in the last three months in any category and I have nothing on the graph. I do have sales, so I think I should be one of those "low" return rates you are wondering about, but it is blank, no rate at all. And - my peers- it just says "You don't have any peer benchmarks."