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My usual return rate is 2.5% which is pretty decent for a clothing seller. Last week alone I lost $200 to returns due to fit. I woke up this morning to a return of a brand new bra being sent back as INAD because supposedly the strap is broken. I might’ve noticed that while listing, lol. The strap was fine. Tis the season I suppose. Always keep a couple hundred bucks at the very least in Paypal as a cushion.
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Yep, we mentioned on the podcast that we had several big returns and two lost USPS packages without insurance. At least a couple hundred dollars going out the opposite way than we’d like.
What do your Service Metrics say?
https://www.ebay.com/sh/prf/service-metrics?src=filters&metric_type=SNAD
We just learned of this screen and we are at 1.6% for INADs.
4 INADS in 3 months our of 250 clothing items sold.I have no idea how this metric affects us.
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Jay – is your 1.6% marked as average or high or low?
Just curious how the benchmark differs for high volume sellers. -
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Jay,
In terms of how this metric affects you/us, ebay documentation says:What happens if I’m not performing as well as my peers?
Sellers who have an evaluation rate as Very High (meaning a very high percentage of transactions result in ‘item not as described’ returns and ‘item not received’ requests) might be subject to increased final value fees or time automatically added to delivery estimates.https://www.ebay.com/help/policies/selling-policies/service-metrics-policy?id=4769
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I don’t think these service metrics are correct, as a small seller I can remember all my returns or INADs.
It says I don’t have a clothing return when I know in fact I had more than one. -
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I have NO Idea how these INADS affect us. I think the prompts for the buyer are poor as well. Now if a buyer messages me before starting a return I tell them “Please open a return for FIT (or for didn’t like)..” It gives them some direction.
I almost dodged a return this week on a size fit by getting more bold about my responses. Buyer “This is a 10 not an 8.” I respond “The tag says 8, can you confirm the item you have is the one in photo that says 8?” Buyer” Oh yeah, I guess it’s an 8. I guess I will keep it.” -
The service metrics page is confusing and largely just appears to be a scare tactic. I only saw people getting the “your INAD return rate is too high” message from eBay when the page first rolled out. Since then, nothing.
Furthermore, the page only starts tracking your peer performance when you hit 100 transactions in that category. Good news for volume sellers, bad news for those of us who aren’t.
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IndySales,
I actually think it’s a good thing for low volume sellers when there are no peer benchmarks – then everything is greyed out, and they can’t say whether my rate is average or very high or low. So no risk of punishment. That’s just how I’m interpreting the UI, though – who really knows for sure?
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For those selling a variety of types of items (ie not just clothing), note that the INAD rate is *per category* (I didn’t see this at first, and almost missed a high INAD rate in home & garden). There’s a category dropdown menu to choose from. Luckily I don’t seem to have any “peer benchmarks” in any category except clothing, but who knows when that will change. (What do they consider a “peer”?) From a UI standpoint it’s a bit annoying to have to select each category one by one to see how I’m doing in each one – hopefully they will improve the UI at some point if they plan on keeping this functionality.
One thing I seem to benefit from as a low volume seller is that they have adjusted my 1.47% rate, which is considered “average”, down to “low,” because my total number of inads is <10 (I only had 2).
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I forgot about the adjustment – good to see they’re looking out for low-volume sellers after all.
As for peers: “Your peers are sellers who list on the same listing site as yours, sell items in the same category and have similar listing attributes such as item price, estimated delivery dates, item condition, and return policy.”
So a pretty good list of criteria, I’d say. This info is tucked away next to an “i” icon after “See how you compare to your peers”, by the way. Took me a while to find it.
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Does anybody have any peers (or a colored (non-greyed-out) chart) in any category besides clothing? Maybe they just haven’t gotten around to doing the peer calculations for other categories?
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Yup – consumer electronics for me.
“You must have at least 30 peers in your group, and at least 100 transactions or 10 item not as described returns, to see peer benchmarks in a particular category. Peer benchmarks are not available otherwise.”
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