Why is a return for "changed my mind" counting against me?....

[lamber9347]

I have my first return in years so I'm confused about this. I sold a DVD, buyer started a return before movie was even delivered. Reason they put down is- changed my mind. As I have free returns eBay immediately accepted the return on my behalf, I get that. 

As I understood the return policies, only items not as described, or something wrong with my listing was counted against the seller. Yet I see this return already on my dashboard, lowering my return rate to .36%. I presume it will stay on my record for a full year too. 

So am I misreading this? I realize it is only one return but I could have more at any time so this will impact me if this stays on my record. Should I just ignore this? Hoping to get some actual advice and not a bunch of anti eBay posts....thank you. 

[pjcdn2005]

You're saying that it showing near the bottom of your dashboard under return rate?

That is a 'for info' only category so all returns go there. It isn't counted in our service metrics or defects etc.

[mtgraves7984]

Don't confuse a return with the metric for "Cases closed without seller resolution"... you're still okay!

[lamber9347]

Okay thank you.

[lamber9347]

Okay but to clarify the case is still open as I haven't received the movie back yet. Buyer has until Tuesday to return and it's on the way still. I haven't refunded any money yet because I'm waiting for the movie to come back to me. I will refund after I receive it back. However yes it is already listed as a return on my account and the percentage is now at .36%.

[tdumonde2014]

As others have stated, this is information is provided to you so that you may track your returns and perhaps make business decisions based on those returns. It has nothing to do with your metrics. Nothing.

[chapeau-noir]

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@lamber9347 wrote:
Okay but to clarify the case is still open as I haven't received the movie back yet. Buyer has until Tuesday to return and it's on the way still. I haven't refunded any money yet because I'm waiting for the movie to come back to me. I will refund after I receive it back. However yes it is already listed as a return on my account and the percentage is now at .36%.

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Any return is recorded on your account when it's opened.  It's how it's closed that makes all the difference. In your case, as you will refund upon receipt of the DVD, as a remorse return it's just a metric for your own purposes. Mine is about 3.5%.

[bigdeals.etc]

Yes as others have stated, it's just an FYI for your own purposes. Any time a buyer opens a return request, it goes up on that percentage. It doesn't matter if it's a SNAD, or remorse, or they never returned it back, or the buyer's cat opened it by accident.

It's just a number... kinda like how many views your listing gets. Doesn't really mean all that much.

[csbbct · Accepted solution]

If you go into the Seller Hub and look at Performance/Service Metrics, any returns showing there are the ones you need to be concerned about not the Dashboard returns you mention.

eBay's Service Metrics policy:

Sellers who have an evaluation rate as Very High (meaning a very high percentage of transactions result in 'item not as described' return requests and 'item not received' requests) might be subject to increased final value fees or time automatically added to delivery estimates.

[lamber9347]

Thank you, this was the info I was hoping for. Thanks for taking the time to write directions for me, appreciate that....