Customer cancelled an INAD but still showing in Service Metric

[chicweb]

Another... weird thing. 

A customer made a INAD return request. She received my item. She ordered multiple items at the same time from multiple buyers, but, for a reason unkown to me, filled an INAD to me because she didn't received the other items yet from the other sellers...

1. It's not even an INAD...

2. I don't have control over other sellers

3. She even left a good comment saying she was happy with my item.

After talking with her, understanding she is new here, I explained to her how ebay work and how to cancel the return request.

She said she was sorry, and all that. All is fine, in the end... BUT.

That INAD still appears in the Service meters. Why?

I really hope I'm not being punished for this. That would be RIDICULOUS and highly wrong...

I hope this is a bug.

[msau4301]

I'm not sure what you mean by service meters but if you mean the Seller Dashboard I believe it is updated once a month (to show seller levels, etc.). You can check your dashboard under my account and it shows your seller level, how close you are to each level etc. Under defect rate it would show the percentage you're allowed to have etc. One defect would not do any harm but I can understand why you wouldn't want one there. Late shipments show up in there also (different place but still in dashboard) and it's based on a percentage of your sales. I know I would want one done in error removed too. You could contact customer service to check in with them but I think it's just that when something is removed it takes a bit for it to show it's gone. Your feedback shows 100% so that's what buyers would see. I think it's just a lag in updating.

[chicweb]

I think I will call monday morning.

I hope it's a lag in updating too. That would put me at ease with this problem.

What I'm talking about is the stats in Performance / Service Metrics. Then you choose the category to see the stats of the returns for that particular category.

[chicweb]

Note that I also see it calculated in the percent in Performance / Seller Level under Return rate. It shouldn't be there at all....

[reallynicestamps]

I think I will call monday morning.

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://www.instagram.com/ebayforsellers/


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.

The transcript can be useful when you have to continue the arguement discussion.
 

[recped]

@chicweb 

Nothing to call eBay about, INR and NAD requests/claims appear in your metrics the moment they are opened, they do not go away no matter how they are resolved (in your favor, in the buyers favor, withdrawn by the buyer etc.).

eBay provides wiggle room before these metrics have any effect on your seller status so a small number of these has no impact whatsoever.

[chicweb]

So, you are telling me that I'M being punished for a customer's mistake?

Wiggle room or not....

You can't be serious?!?!?!

What is the logic by still calculating the cancelled returns? Why are people even accepting this?

I will call them, believe me.

[chicweb]

Ok I will do that instead. Thank you.

[pjcdn2005]

As @recped said they don't usually remove a mark on a service metric once the claim has been opened.  If you have tracking showing the item was received and you won the claim, eBay still doesn't remove service metrics.   The system is all automated and there are only a few situations where a 'human' can make changed.

As far as getting 'punished'. I can understand why you are annoyed but the INR service metric doesnt affect you until you have a very  high rate compared to your 'peers'  AND you have more than 10 inr's opened.  So unless your rate is already high, one or two is not going to affect you.

[chicweb]

It's going to affect me eventually tho. That is the problem.

More than 10.. .Well I have already 1 for no valid reason. That's part of being punished.

The question is.... WHY? This is just plain unfair and bad business practice.

I can't understand why this is even a thing. Calculating cancelled returns... That's very dangerous. What if a competitor decide to hurt others? Would be SO easy to just destroy competition by just creating multiple accounts and fake INAD....

Unbelievable. I'm astonished by the flaws like this and how risky it is as a business perspective.

[pjcdn2005]

When they first brought in the service metrics I know some sellers were worried but I haven't noticed a lot of people posting about being affected by it, especialy the INR metrics. For most of us, the results are based on a 12 month lookback.  The 10 INR's have to be from 10 unique buyers, not just 1 or 2 buyers. There is also no effect  if the  inr's are from less than 1% of transactions.  

I don't agree that all INR's should be counted but eBay does not want customer service to be deciding if a specific one should be counted so they count them all (there are exceptions) and supposedly give us a lot of leeway in the numbers. There is more info about the exceptions etc on this page.   https://www.ebay.ca/help/policies/selling-policies/seller-standards-policy/service-metrics-policy?id...

Make sure that you note the penalty for very high INRs is different than the penalty for a lot of Not as described returns.

[ricarmic]

Something else to consider, depending on what identified the "count" getting the support staff to remove it, if they can may not work, it migjht just keep coming back.

I had one defect, can't remember what it was, but each time the support staff fixed as in got rid of it it came back 3 or 4 times (and stayed until the year was up when I gave up mentioning it). Each time I talked to them for different things I also mentioned the returning defect, which they fixed and voila a few days later the bots put it back again. 

[chicweb]

My problem is more with the cancelled one.

Calculating them is just plain wrong. It shouldn't be in their calculation at all, since it was cancelled.

It's very worying that ebay still count them... There's just not logical reason to do that. I'm trying to think of reasons why, and the only one I can think of is to make more money from fees. 

But that's just very very very bad business practice and hurting sellers (which are important for them as much as buyers).