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Hi @esclyons - the new Service Metrics benchmark is evaluated monthly with the rest of your account (on the 20th).
If an account is considered 'very high' for Not as Described requests and incurs the 4% additional Final Value Fee it would stay on the account until it is no longer considered 'very high' which at the soonest would be the next month's evaluation.
I hope that helps clear things up @sylviebee!
@hlmacdon wrote:
tyler@ebay wrote:
Hi @esclyons - the new Service Metrics benchmark is evaluated monthly with the rest of your account (on the 20th).
If an account is considered 'very high' for Not as Described requests and incurs the 4% additional Final Value Fee it would stay on the account until it is no longer considered 'very high' which at the soonest would be the next month's evaluation.
I hope that helps clear things up @sylviebee!
What, if any progress, is being made regarding the removal of defects for sellers in cases where they have objectively done nothing wrong. Case in point the one not received defect I have is from a buyer not entering their address correctly. At the moment we are being told tough luck, which is a bit ridiculous.
Hi @hlmacdon - all opened Item not Received requests are counted in your Service Metrics - regardless of outcome. If valid tracking is uploaded your seller performance won't be impacted.
There are processes in place to protect member accounts in situations such as carrier disruption, eBay site issues, natural disaster, severe weather, etc. Any blanket protections like this will be posted as an Announcement. If you do run across a situation you think merits a site-wide adjustment please contact CS to report it.
Because Service Metrics are a peer benchmark, we don't remove questionable returns on a case by case basis. This helps maintain the integrity of the data we gather, as all members have returns that could be argued to be questionable. If we find that a buyer has a history of questionable returns our Buyer Abuse team is able to automatically remove their return requests from all impacted sellers' Service Metrics.
@hlmacdon wrote:
tyler@ebay wrote:
Hi @hlmacdon - all opened Item not Received requests are counted in your Service Metrics - regardless of outcome. If valid tracking is uploaded your seller performance won't be impacted.
There are processes in place to protect member accounts in situations such as carrier disruption, eBay site issues, natural disaster, severe weather, etc. Any blanket protections like this will be posted as an Announcement. If you do run across a situation you think merits a site-wide adjustment please contact CS to report it.
Because Service Metrics are a peer benchmark, we don't remove questionable returns on a case by case basis. This helps maintain the integrity of the data we gather, as all members have returns that could be argued to be questionable. If we find that a buyer has a history of questionable returns our Buyer Abuse team is able to automatically remove their return requests from all impacted sellers' Service Metrics.
These are not questionable situations. A buyer enters their address incomplete or incorrect and tracking shows the item as returned to sender. This is clear objective data which is independently verifiable by any customer service representative. If a buyer subsequently closes a request indicating the item has been received after a replacement shipment is sent to a corrected address and the messages exchanged in the request demonstrably show the buyer was in error by entering an incorrect address there is no rational objective reason why you would associate a defect with that.
No seller should be put into a situation where they are paying Ebay penalty fees for situations which they 100% have no control over. This is precisely why as you mention there are major disruptions for which ebay provides seller immunity from. Instead of worrying about data integrity the product manager in charge of this and the associated executives approving this implementation should be worrying about the integrity of their business.
Just want to clarify that the Item Not Received service metric does not lead to higher fees for you. The consequence for being 'Very High' in that situation would be additional time added to estimated delivery dates.
Buyers do make mistakes as you mention, and it happens broadly enough that it is factored into the thresholds for service metrics. If someone is considered Very High in Not Received claims and every single one of them is similar to your example, that would be something we'd want to review manually and get to the teams in charge of metrics to review as an outlier case.
For the vast majority of everyone else these types of situations should be unusual, and the parameters have been set to prevent a single case, transaction or buyer from pushing anyone over the edge.
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