Service metrics unfair

[diamondshoppingltd]

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 faulty
• The buyer acknowledged that the item was working
• No return was completed
• No resolution was required from my side

I 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.

[podlingsmum]

You have reached the community forum. We are just buyers and sellers like yourself. This is not eBay customer support. 

[diamondshoppingltd]

I am fully aware of this, and I have posted this message across all possible eBay sections and forums, as well as submitted an inquiry to Customer Service regarding this issue. I want to reach as many eBay users as possible who are experiencing the same problem, so that they can also file a complaint if they are affected by this unfair practice that eBay is imposing on us.

[sml192]

What you have outlined shouldn't have resulted in any 'transaction defect' or 'case closed without seller resolution'.  It will still be recorded s a return request against your service metrics though.

Transaction defects are only received for seller initiated cancellations and cases closed without seller resolution. 

A return request is only classed as a 'case closed without seller resolution' if it is escalated to eBay and they find you responsible:

Cases closed without seller resolution

What this means

When a buyer reports that an item hasn't arrived or requests a return, the seller is responsible for providing a resolution. A case closed without seller resolution means that the seller didn't resolve the buyer's issue, eBay stepped in to review the case, and the seller was found responsible

[diamondshoppingltd]

Maybe you didn’t understand my issue. I’m talking about the Service Metrics.
When a buyer decides to return a product claiming that it doesn’t work, but then never actually sends it back—for unknown reasons, possibly because they realized it does work—that return still remains in the Service Metrics and increases the percentage. It can reach “Very High,” and additional fees may be applied for an entire month based on the full price of the sold product.
The Seller Level does not take this into account, but the Service Metrics still do, which is illogical in this case. If it is supposed to be removed from the Seller Level, it should also be removed from the Service Metrics.

[super_universe]

I’ve been selling here for 26 years with Top Rated Seller status and 100% positive feedback. Recently I had three fraudulent buyers: two INR cases despite full tracking and proven delivery, and one “not as described” claim from a US buyer who refused to pay return postage. eBay closed all three cases in my favour, but my sales dropped to almost nothing afterward.

A month later I received a message saying my service metrics were high because of those cases — even though they were resolved in my favour. eBay has become expensive, sales are low, and scams are increasing.
At the end of last month my fees amounted to 54% of sales, not including postage or product costs. That was the final straw, so I closed the store and left.