mam98031 • Volunteer Community Member • Buyer/Seller since 1999
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@gwzcomps wrote:
After weeks of complaining I have finally gotten hit with the thing I was worried about. As far as I can tell one INR due to eBay’s guaranteed delivery dates put me below standard. Now all my listings are showing 30-day handling times. I find it quite ridiculous that my peer group has 0% INRs even if it was pre pandemic. I have no recourse at this point and this is pretty much going to kill my sales for this month. I did everything I could to protect myself yet here I am.
@gwzcomps from what I can see you are still Top Rated, so everything looks fine there. Based on what you're post, it sounds like you are seeing the extended handling times we announced here.
tyler@ebay wrote:
@fern*wood wrote:I've been searching around the help pages and can no longer find a reference to the shipping supply quarterly coupon benefit for stores. Have there been any changes to those with the recent store updates?
tks
Hi @fern*wood - well that's got me stumped too. There have been no announced changes to the quarterly shipping supply coupon. I was able to find some oblique references to the coupon itself in the Seller Center (link here), but nothing on Help Pages that I can find. I'll see what I can find out and update you as I hear back!
@aldente28 wrote:
Hi -
Can you confirm whether or not INR Seller Metrics is (a) protected from USPS covid/political delays during the extended seller protection period (i believe through August), and (b) whether INR cases opened due to carrier delays during this period of seller protections will forever be removed from the metrics calculation, or if they will come back when the seller protection period expires.
I ask because I had one incident with USPS where they mis-delivered all orders dropped off one day, which unfortunately totaled 70 packages. This occurred during the first seller protection period, and my "projected" INR Metrics went straight to "very high", where they sit today. I don't know what if any protection I have from this.
Thanks.
Hi @aldente28 - this is actually a question we've been chasing for a bit and finally got a reply back:
The announced protections are for Seller Performance, and do not currently include Service Metrics. As far as Service Metrics are concerned, we are already comparing you to your peers (sellers that sell on the same site, with the same category, price, shipping and handling time, etc.) and so there are no new protections, as the design of Service Metrics already accounts for the increase of INRs across the board.
We are continuing to monitor the situation and may make further announcements regarding Seller Protection as appropriate.
brian@ebay wrote:
@gwzcomps wrote:
After weeks of complaining I have finally gotten hit with the thing I was worried about. As far as I can tell one INR due to eBay’s guaranteed delivery dates put me below standard. Now all my listings are showing 30-day handling times. I find it quite ridiculous that my peer group has 0% INRs even if it was pre pandemic. I have no recourse at this point and this is pretty much going to kill my sales for this month. I did everything I could to protect myself yet here I am.
@gwzcomps from what I can see you are still Top Rated, so everything looks fine there. Based on what you're post, it sounds like you are seeing the extended handling times we announced here.
I still don't think this is related to that update though. The site appears to have put my handling time to 30 days. It started doing this 2 days before that update was released. Unless you are taking specified handling times and multiplying them by 6?
Edit: Reply to this post can be viewed here
I don't know if my question got lost in the fray.
I'll try one more time, another way.
The issue is protection from INR Seller Metrics spikes due to USPS delays. I understand that Seller Metrics is a relative measure. There is a problem with it. It doesn't work 100% of the time, which makes sense due to the fact that it relies on averages.
I don't know how else to bring this to anyone's attention. I've been trying here for a few weeks.
I ship same day, 100% on time, 100% tracking uploaded. Here is an example of the system failing:
@2013fitzp wrote:So, I still have to add it all up myself?
Yes and no. Downloadable reports are going into a worksheet program. If you are familiar with worksheet programs, you tell the program to add up a column. You don't manually go and add things up.
If you don't have a worksheet program, wait until September. You will have access to the Month Financial Report then and it may work for you. That is a printable report only and it is a summary of things that transpired in MP for whatever month you run it for. However you can't run August or have access to the August report until September.
@glgenterprise wrote:
tyler@ebay wrote:
@gwzcomps wrote:
There is still limited customer support and buyers/sellers continue to be very unhappy about this. When is eBay going to stop hiding behind the pandemic as an excuse for not providing adequate customer service? Considering how eBay has been manipulating and disregarding our handling times it is quite clear eBay expects sellers to operate as though nothing is going on. Yes I am aware of the recent shipping changes that eBay FINALLY did, but it is too little too late. It is hypocritical to be fine with lowering your standards as a company while still expecting sellers to uphold pre-pandemic standards.
Hi @gwzcomps - customer support is available for callback ('Have us call you'), email and chat support through the Help & Contact links in the upper left hand corner of any eBay page. In addition, proactive calls ('Call Us') is available for certain categories.
You can also use social media to contact support on Twitter or Facebook, and they'll be able to assist with most topics.
Thanks!
I must beg to differ - there was multiple days last week when there was literally NO option in any format to contact customer service. The "Have Us Call You" option specified that it was unavailable when you clicked on it. No links available for email or chat.
This problem seems to be getting worse, not better.
Thanks for your input @glgenterprise - I'll get this feedback to the right teams.
@vrykalak wrote:
Every morning, I have to verify, log in, and verify again. Sometimes it happens more than once a day. Isn't that a bit excessive?
@vrykalak we definitely want to ensure the site and member accounts are safe and secure. However, it sounds like you need to log in and verify more than a typical amount so I'll be sure to pass this feedback along. Thanks!
@gwzcomps wrote:
@mam98031 wrote:
@gwzcomps wrote:
@mam98031 wrote:
@gwzcomps wrote:After weeks of complaining I have finally gotten hit with the thing I was worried about. As far as I can tell one INR due to eBay’s guaranteed delivery dates put me below standard. Now all my listings are showing 30-day handling times. I find it quite ridiculous that my peer group has 0% INRs even if it was pre pandemic. I have no recourse at this point and this is pretty much going to kill my sales for this month. I did everything I could to protect myself yet here I am.
One INR can't cause that. One can put you over the top, but it can't cause this by itself.
One INR can if the peer group is at 0%. It is the only thing I can figure is the problem at least. Next month I will be cutting it close.
You are saying that no one else sells the stuff you do on Ebay therefore you don't have a peer group??? That doesn't sound right to me as I know you don't make OOAK products.
The peer group I am in has 0% set for the acceptable threshold for INRs
Still only one does not kick you to the penalty phase of the Service Metrics. There are minimums. So if you are now in the penalty phase of the Service metrics, you have more than one INR. You have 10+
