Service Metrics a journey through eBay fantasy land

[vintagechinashop]

I’ve long thought these metrics are absolutely unfair but I thought I’d check mine as a top rated seller with 100% feedback (at least for now but who knows). I have zero late deliveries in 12 months and no cases closed in the buyers favour

so looking good so far. Well not so if you believe the service metrics because in both categories  returns and items not received I’m in the very high category   10 item not received cases out of 412 sales  and 6 returns so could eBay tell me why or how this could be. All I can say is there must be a lot of perfect sellers out there somewhere. Of course eBay can’t substantiate these figures.  I know I shouldn’t get annoyed by these but it just does because since they were brought in I have never managed to get out of this very high category and I really object to the emails each month   Does anyone else feel like this 

[typo_lee]

If your in the very high category then they also extend your delivery dates. We are now in the very high category and simply cannot get out of it due to the 2nd class royal mail service being so poor and taking over a week to get delivered! And we cant simply afford to send everything tracked as tracked post costs more than some of our items! I cant see being able to continue selling on ebay. Selling on amazon in comparison to ebay is a doddle because if you buy all your postage through amazon (which we do) amazon protects you against things like late deliveries and bad feedback. Bad feedback is automatically removed on amazon if its regarding late delivery. 

[direct.gifts]

I don't think any seller is perfect, we all have issues with returns and items not being received.  For most it doesn't push them into the very high category.

Your number of not received items is a fairly high percentage at around 2.4% of orders. Mine sits at 0.55% currently which according to eBay is around the same percentage as my peers.  You may want to look into why this is so high. 

[fatbobfan]

Me being a bit twp, apologies if Im missing something

'zero late deliveries' yet 10 INR cases? How does the system alow that? if its showing delivered

If the tracking shows on time, can you ask for it to be removed?

On the subject of removal, buyers have a wide choice of acceptable returns reasons, 3 of my 4 reasons were 'changed my mind' Ive not challenged them as my return rate is low, but if your reasons are not of your service and quality can these be removed? thats if they are included, not sure

If it helps I jump on delivery issues within minutes (app helps) even if its just to say, 'I'll be home later and will investigate then', opening comms seems (yup thats a curse if Ive ever typed one) to prevent INR cases being opened, thats if the buyer chooses to communicate of course. An acknowledgement of an issue and sincere apolgy straight away can go along way

[5216elisabeth]

For what it's worth I have been told several times over the years by different CS that change of mind returns aren't included in the service metrics calculation.  It is only the reasons shown on the service metrics page - damaged, not as described, not working, missing parts, wrong item or not authentic.  Looking at that the change of mind returns I have had haven't been included in my returns rate for the service metrics.

I too find making contact with a buyer quickly if I spot a delivery problem seems to help.