INR Report

tka

Hi , looking for some general advice or info here , just received a report from Ebay stating my INR cases have been very high......
Email from Ebay states consequences will be applied and I will need to check service dashboard for more details. However  I am unable to access the dashboard due to some technical problems (Not you,it's us ,server down webpage) can anyone can give me a hint of what the consequences will be, so far from what I've gathered it will be a increase on the Final Value fees........  Will my account be put on hold?or even suspended!? 

soolin

tka said:

Hi , looking for some general advice or info here , just received a report from Ebay stating my INR cases have been very high......
Email from Ebay states consequences will be applied and I will need to check service dashboard for more details. However  I am unable to access the dashboard due to some technical problems (Not you,it's us ,server down webpage) can anyone can give me a hint of what the consequences will be, so far from what I've gathered it will be a increase on the Final Value fees........  Will my account be put on hold?or even suspended!? 

Keep trying your dashboard, ebay is very glitchy for me at the moment and my dahboard comes and goes with tedious regularity .
Once you can see what it says you can check what penalties they are, usually falling below standard gives you a 4% surcharge on FVFs until you get it sorted- and if you don't sort it then it will lead to restriction or suspension. I think it also depends on whether you are a business or private seller , another penalty for private sellers can be th eloss of free listings.

INRs are not by themselves a defect though- only those you fight and lose so how exactly are you dealing with INR claims at the moment? Obviously if you have proof of delivery and any tracking numbers were added at point of dispatch you should not be losing a claim, and cannot therefore be penalised. If you don't have proof of delivery then the only recourse is to refund before ebay do it, are you allowing ebay to refund? If so not only do you get a defect but you also don't get your FVFs refunded.

soolin

In case the defects are an error on ebay's part, this is th ebit you need to read about appealing:
https://www.ebay.co.uk/help/selling/selling/seller-levels-performance-standards/transaction-defect-rate?id=4871&st=3&pos=1&query=Appeal%20a%20defect&intent=INR%20defect&lucenceai=lucenceai

This page explains about standards

https://www.ebay.co.uk/help/selling/selling/seller-levels-performance-standards?id=4080&st=3&pos=1&query=Seller%20levels%20and%20performance%20standards&intent=below%20standard&lucenceai=lucenceai

This bit also covers actual figures and it is notes that as few as 2 INR lost cases can cause a seller to go below standard

https://www.ebay.co.uk/help/selling/selling/seller-levels-performance-standards?id=4080&st=3&pos=1&query=Seller%20levels%20and%20performance%20standards&intent=below%20standard&lucenceai=lucenceai#section1

The issue here is that you will be expected to show a marked increase in behaviour getting back towards standard and in this climate of few sales and slow delivery you might struggle with that. 

tka

Seems the technical issues is still ongoing, tried accessing it a few times and just then now, still no luck .Been sending refunds    through Paypal and opened cases by customers. Responded  and refund promptly(within 48 hours) but I guess doesn't change the fact I was getting many INR cases. Was having to deal with at  least 1-2 INR claims everyday..........on the decrease now, purely because I ended some listings and also due to current low sales. RM delivery confirmations has been a disaster(at least for me) since first use(February) only approx 60% of my LL were getting any updates.....Unfortunately couldn't consider any tracking services or courier alternatives ,because most items I sell are of low price value (under £5) also seems like RM is the only one in the market which offers the lowest prices for letter sized mail . I agree, difficult now to make or show any improvements for my Ebay account . I'll give the dashboard a few tries again or will need to contact Ebay and see what happens from there. Many Thanks again.

soolin

Just to clarify, have you been refunding via the eBay INR case as that shouldn’t be giving you a defect? 

tka

Yes, refunding via the Ebay INR opened cases  and Paypal (if buyer msgs me) I've read as long as a case is opened you will receive some defect and higher if Ebay had to step in? ......or did I mis-read or mis-understood something(?!) 

soolin

tka said:

Yes, refunding via the Ebay INR opened cases  and Paypal (if buyer msgs me) I've read as long as a case is opened you will receive some defect and higher if Ebay had to step in? ......or did I mis-read or mis-understood something(?!) 

If you refund on eBay within the case while an INR case is open then there is no defect at all, and you get your FVFs back. The case shows, ‘message buyer’ (which does nothing, ‘add tracking’ or ‘refund’, if you hit refund then the PayPal payment is refunded and case automatically closes. 

tka

Pretty much done exactly the same as what you've mentioned above- hit refund button for Paypal or close cases via Ebay             Just received a reply from Ebay this morning stating amount of INR cases initiated by customer has been very high and consequences will apply if  my performance does not improve.  Sounds like as long as there is a high amount of refunds sent/ or cases opened against you, it will be taken as a defect ......on my account. For time being there seems to be no increase for my FvFs or limits set on my listing.  But as you've said difficult to make any improvements for now due to the the current CoVid-19 situation. Think best to stick with what  you've advised and I have done so far(Quick response and refund) if more INR cases are to flood in.