Home › Forums › Buying and Selling › Selling on eBay › Service Metrics Tab (Your INAD Return Rate)
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T-Satt.
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08/05/2018 at 11:39 am #46843
FYI that the Service Metrics Tab is now on Seller Hub. Under Performance, the bottom item is Service Metrics.
This shows a meter on where your INAD returns are compared to your peers. This is by eBay category.
Still a bit unclear, as there is some conflicting metrics. For example, we are 1.95% INAD returns for Clothing for June (this was when we suddenly had more INAD on clothing for some reason), which they show 1.95% as Low for the category, but high compared to our peers (average of 0.81%). From what I can read though, how we do compared to our peers is the key metric.
You can read the policy online to see more info…
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08/05/2018 at 12:54 pm #46848
They really expect me to click a drop-down with 14 categories and couldn’t even do me the service of showing “Consumer Electronics (2 returns)” or something? I really gotta click each one?
What is a peer? All sellers who sold in that category over the last 12 month/3 month period? Is it segmented via Feedback amount? Seller level? TRS vs. non-TRS? Why would I be compared against someone who has just sold 1 item ever? And if the page as I see it right now can be believed, I have NO peers regardless of having dozens of sales in some of the listed categories.
Worth noting is that this page shows all of my returns as “item arrived damaged”, whereas the return reason I was given for my last batch of returns was “not working or defective”, another metric on the page.
I like giving eBay a chance with stuff like this, but with higher fees on the line I’m not going to settle with weak, half-baked features that aren’t actually functioning as intended.
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This reply was modified 3 years, 1 month ago by
IndySales.
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This reply was modified 3 years, 1 month ago by
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08/05/2018 at 1:13 pm #46850
Yes, this still needs some work. I have no returns in the last 90 days, which is confirmed elsewhere, but this report inexplicably shows me with one “not working or defective” return in clothing & shoes.
It appears they intend to forecast your projected return rate in some fashion (although the dates given for the projected period are June 1 – July 31, which I feel compelled to point out are already in the past so actual numbers are, in fact, available). How to they intend to use this projected metric?
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08/06/2018 at 9:18 am #46895
I see this but mine is not accurate at all. I’ve had two INADS in the past 30 days for bogus reasons and my return rate is at an all time high of 5% due to free returns over fit and buyer’s remorse. According to the graph I’ve had no returns or INADS in the clothing category. I’m not going to correct them.
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08/06/2018 at 9:31 am #46896
And one more thing. I don’t believe that the rate of INAD is only .81 for my peers. There’s just no way. I’m meticulous about my inventory. I’d like to think I’m in the top percentage of sellers who go above and beyond. And if I have a personal INAD rate of around 1 item per 100, there is NO way the bulk of fashion sellers are getting less than 1 INAD per 100 sold. I just don’t see that as possible. I know that sounds holier than thou, but I really take this business seriously while I see a ton of half hearted competitors shooting images on their bathroom floor. I’m sure my fashion selling friends know what I’m talking about here.
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08/06/2018 at 9:52 am #46898
AtomicStar: Now, this is supposed to just be INAD cases, not overall returns. So for INAD, that may be a bit on point. But yeah, I know the sellers you are talking about….
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08/06/2018 at 10:03 am #46899
T-Satt right. Just INADS. There are too many crappy fashion sellers out there for the INAD rate to be that low. Under 1 per 100 orders? I doubt it.
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08/06/2018 at 10:08 am #46900
Yeah, interesting to see how they calculate the metric. If it is your ranking across all sellers, then yeah, I’m betting that folks like you and me are in the top tier. But if they are mixing us with the sellers of New as well as Pre-owned, and also calculating by volume (all items together), then we are also thrown in with the BHFO and the like. That would push us down…
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08/06/2018 at 10:19 am #46903
BHFO…. I’d love to see their INADS. Have you checked out their feedback? I’m not sure they even have a peer due to their size. I also think they would never be subject to financial penalty due to how much money eBay makes off of that store.
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08/06/2018 at 10:29 am #46905
Yeah, 99.4% feedback. Interesting though. Check out the negative reviews and see how many repeat bad reviews this month. Looks like some trolls….
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08/06/2018 at 10:42 am #46909
Some people buy multiple items when shopping BHFO. They auction some of their stuff and it goes very low. It could be trolls, but there are consistent negatives on a regular basis in volume.
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08/06/2018 at 11:19 am #46919
Atomic: Yeah, at their scale, I think 100% would be very tough to get to (but a goal they should look at.) But 99.4% I think is also something they should improve upon.
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08/06/2018 at 11:04 am #46917
Atomic Star, I agree with T Satt….this is INAD only, which lowers the return percentage, AND it depends on who your “peers” are. We don’t know all the factors involved in determining your peers, but we know (per eBay) item price, estimated delivery dates, item condition, and return policy all play a part.
So, my guess is, YOU are comparing yourself to ALL clothing sellers, including crappy ones, but ebay is comparing you to clothing sellers more LIKE you, good sellers.
As I mentioned on another thread, the average return rate (ALL returns, not just INADs) for the 2000 sellers attending ebay Open, a mix of veterans and newbies, large and small sellers, was 1.7. So that percentage you quoted doesn’t sound out of line to me. (As I recall, the 1.7 broke down as .9 INAD, .8 remorse, but I’d have to double check that.)
I have long thought that as sellers we tend to believe the return rate on ebay is much higher than it actually is.
I also think that for sellers offering free return shipping, the INAD rate will decline over time because ebay will be communicating to buyers that they get free return shipping on the item regardless of the reason they choose for the return…which will reduce the rate of FINADs as buyers realize there’s no longer an advantage in claiming a fake INAD.
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08/06/2018 at 11:22 am #46920
MyCottage: I hope so on the lower FINAD rate. It was weird that after we went to Free Returns, our FINAD rate goes up. In all cases, they were not really INAD, but I really don’t have a recourse to fight the INAD, so I just have to eat it.
That was my ask to eBay that if I offer Free Returns on a sale, if the buyer wants to return, take them down a different path to deemphasize the possibility for INAD since I’m ALREADY providing Free Returns.
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08/06/2018 at 11:33 am #46922
When I was offering free returns on everything, my INAD rate went up. And all the INADS were due to fit or color.
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08/06/2018 at 11:45 pm #47004
TSatt, Atomic,
I don’t know exactly what change they are making, but my understanding from ebay open is that the return flow will include a message along the lines of This seller offers free return shipping on all returns, regardless of reason. Please choose the reason which best describes your reason for returning the item….they seemed to acknowledge that some buyers have been using FINAD on all their returns to get the free shipping, and ebay’s impression is that these buyers may be doing it on free return shipping listings because they haven’t been noticing that they don’t need to do it.
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08/07/2018 at 3:18 pm #47044
MyCottage: I hope so…🤞🤞🤞
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