SELLER DASHBOARD – NEW LOOK

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Stock outs and eRC SNAD Returns

• Stock outs measures how often the buyer does not receive the item because the seller cancelled the transaction:– Cancelled transactions where the seller selects a reason code that indicates the

cancellation is “seller fault”– Refund transactions where:

• no M2M message is sent by the buyer to the seller between the payment and refund; and• no claim is filed by the buyer; and• no eRC return is initiated by the buyer; and• the refund is a voluntary (not forced by eBay) full refund of purchase price (including shipping)

• eRC SNADS measures how often the buyer is using eBay Returns Center to return the item because it was “not as described”

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WHEN IS A RETURN COUNTED AS A DEFECT?(HASSLE-FREE RETURNS)

 In the Hassle-Free Returns flows, where the buyer has selected the following returns reasons when

initiating a return, we will count the transaction as an ‘Item not as Described Return’: 

– Missing parts or pieces– Damaged during shipment– Not as picture or described– Item defective– Item expired

The following reasons will NOT be considered a SNAD return via the Managed Returns flow:

– No longer want item– Found better price– Wrong size or doesn’t fit

 

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WHEN IS AN ESCALATED RETURN COUNTED?(HASSLE-FREE RETURNS)

In the Hassle-Free Returns flow today, only buyer can escalate the return for eBay to review. Seller escalations generate a ‘report a buyer’ referral. Starting in Q2 2014, seller escalations will result in CS review.

Outcome Count as escalated return? Descore from defect rate?

Seller fault Yes No

Buyer fault No Yes

No fault No Yes

Third-party fault No Yes

Flow Seller can escalate for eBay review?

Buyer can escalate for eBay review?

Hassle-Free Returns No Yes

eBay Buyer Protection Yes Yes

Thank You !!

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