Anyone else being charged Additional 4% fee for Very High ‘Item not as described’ rates?

[electrinity]

Is anyone else getting charged "Additional 4% fee for Very High ‘Item not as described’ rates"?

This was because I had 3 returns in 8 months but each were as an act of goodwill - as the item itself just didn't fit the seller or they didn't read the description correctly. Seems unfair to me, apparently 'based on metrics against my peers'

[wendybing]

Hi yes same issue. This is ebays response to my recent email to them

Spoiler

Thank you for contacting eBay customer support regarding the extra fee which was charged. Please allow me to assist you further.

On checking your Seller metrics I can see you currently have 0.62% for item not as described cases which is relatively high than the competitors for this category but I am happy to see that service metric is still in average state. I have rechecked if there is any error in calculating the service metrics for opening the return request and found that they were calculated correctly. This is the reason you have been charged more fees.

In order to make you successful for future transaction, I would strongly recommend you to incorporate some of the below best practices and we'll have your back:

When the buyer makes an order you can simply communicate with them regarding the condition of the item so that they will get clear idea about the condition of item and this way the buyer will not file Item not described cases.

You can clearly mentioned in listings about the description of item so that the buyer can read it and on the basis of that they will make purchase on item.

I trust my communication was clear. I really respect your efforts which you have taken in this transaction responsibly. We value your experience and trading on eBay.

Kind Regards,

Pragati K.
eBay Customer Support

My NAD was because a buyer hadnt read the description properly and admitted this in an email but because cases are automated I had no way of disputing the claim. I am below the policy rating of 1% or 10 in the evaluation period but I still have been charged. 

[john1297576]

What absolutely unhelpful remarks. It seemsthat you are expected to tell he seller what your description already says, in case they didn't read it again first time.
Obviously written by someone who has never sold on ebay (I don't think staff are allowed to) but it would help if they had a bit of experience in dealing with buyers, who never read anything.

[electrinity]

I had a similar response: Service metrics doesn't recognize whether it was your fault or not because it only counts the case openings as compared to your selling items. hence if you increase your transactions it will impact less and ask your buyers to contact you first before opening any case because it gets counted in your service metrics.
Hence here you may send a message to your buyers after sending an item not to open a case and contact your first in this way it will help you a lot to improve your service metrics as it will not count anything if there will not be any cases and once there will be more transactions to reach your peers it will show you where you are as compared to your peers.
It seems so unfair when 3 returns I accepted were all done on a goodwill gesture as buyers had read the sizing correctly.