Service metrics unfair | Technical Issues

diamondshoppingltd · 2026-04-13T15:33:39.557000Z

Dear eBay Customer Support,I am writing to formally raise a complaint regarding an issue with my service metrics, which I believe is unfairly affecting my seller performance.I have been an active seller on eBay for over 6 years, consistently maintaining high standards of service. However, I have encountered a recurring issue that I believe requires your urgent attention.In a recent case, a buyer opened a return request claiming that the item was not working. Shortly after—within approximately 10 minutes—the buyer realized that the item was functioning correctly and decided not to proceed with the return. Despite this, the case remained open and was automatically closed by eBay after 30 days.Although I understand that this case does not impact my seller level, it has still been recorded within my service metrics as a defect. This has caused my defect rate to increase, which I believe is unjustified given that:The item was not faultyThe buyer acknowledged that the item was workingNo return was completedNo resolution was required from my sideI find it unreasonable that such cases are still counted against sellers in service metrics. This creates an inaccurate reflection of seller performance and unfairly penalizes sellers for situations beyond their control.I kindly request a manual review of this case and the removal of the associated defect from my service metrics. Furthermore, I urge eBay to reconsider this policy to ensure fair treatment of sellers in similar situations.This issue is not only affecting me personally but also impacts the broader seller community. I believe addressing this would be in the best interest of both sellers and the platform as a whole.Thank you for your time and consideration. I look forward to your response.

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Service metrics unfair | Technical Issues | eBay UK