Has anyone else copped this 4% surcharge for Very High SNAD rate ?

[dontmissthese]

Since 21st January this little charmer has dropped in my lap.

Additional 4% fee for Very High Item not as described rates

Thing is, according to the metric break down, my rate is NOT Very High.

Called ebay and it is being rectified.

Seems like a money grab because ebay has specified 0.40% as a return rate

based on a 'peer' group yet they have provided no details about what this

peer group is.

[davewil1964]

I don't get SNADs; I describe my items properly. I also, on the odd occasion there is a problem, have had the buyer voluntarily contact me first, at which time an amicable solution is reached. Without any involvement from eBay, or need for formal procedures.

[dontmissthese]

It's just as well that you don't get SNADs.

Given your level of sales then just one would be enough to put you in the sin bin

and it would take forever for you to climb back out again.

[lyndal1838]

Don't believe everything you think you see on the boards.

Dave does not use his main selling accounts on the boards.....not many posters do.

[dontmissthese]

I guess I have grown intolerant of posters who take the high ground.

Saying, essentially,  "I don't get SNADs because my listings are perfect"

was a red flag because there is simply no such thing as a SNAD proof listing.

I am surprised that ANYONE would use any of their selling accounts to post here.

[*tippy*toes*]

In 10 years and over 10,000 sales, I have had 1 SNAD. The buyer contacted me, we chatted, I realised that they were genuine, so I refunded them immediately and sent the correct item (there was a gouge on something that I didn't notice and thankfully had another). That buyer went on to buy quite a few other items, and they still do buy the occasional one now. 

I don't know what you're doing that you would be getting so many. Even when the defective defect system first came in, I had a defect for a neutral feedback and someone left me 1 star for something. That was it. Since they removed the defects for negs and stars, my defect rate has remained at zero. Even for postage.

Instead of abusing people, maybe have a look at what's wrong with your items/listings. It's not our fault you are constantly stuffing up. It's yours. I don't care about the rate going from 4 ro 5% because it's not something I ever need to worry about. Ever.

[dontmissthese]

I am not quite sure why 'something must be wrong with your listings' is popping up.

Some ebay sellers are fortunate to sell items in categories that are almost

SNAD proof. Most other sellers are not.

How can you 'prevent' a SNAD dispute from being opened ??

A 'perfect' listing is absolutely no guarantee.

[*tippy*toes*]

I sell in a category that could easily attract a high rate of SNAD because I sell very fragile items, that could very easily break in transit. They are also items where buyers could easily nit pick and find fault if they wanted to.

I describe my items accurately, often to the point of going overboard. If there's a tiny chip, crack or scratch, I mention it. I also photograph everything, including showing any of those things. For that reason, buyers don't need to go the SNAD route, because they know exactly what they are getting from my descriptions and photos.

I also package in a way whereby the parcel could be used for the local under 16s football match and not get damaged.

I understand that you don't want people to see your listings as you are posting with a posting ID, and that is absolutely fine, but if you could give us a hint as to what category you sell in, it could give us an idea of what might be going on. Some categories attract way more scammers than others. Clothing being a big one.

[dontmissthese]

Bingo!!

Clothing ( although thankfully not my account ).

You can describe an item as a 'rag' only suitable to wash a car with

and you will get a buyer raising a SNAD ( without seller contact ) because the material wasn't absorbant enough.

From that point on the outcome is simply not relevant. A SNAD is added to the tally and there is no mechanism

for it's removal. Yes and there are the 'wardrobers' to consider.

Ebay's advice about clear photos etc may help a seller win a case but can't prevent a SNAD dispute being initiated.

[*tippy*toes*]

Somehow I had a feeling you were going to say clothing, or DVDs. In regards to DVDs, buyers will open an SNAD because they didn't enjoy the movie.....and they win.

I don't sell clothes, but advice I have given before is describe, describe, describe. If there is a tiny lose thread in the hem, mention it. If there is a single pill ball on the sleeve, mention it. A bit of crooked stitching, or something hasn't been ended properly, mention it. Plus take lots and lots and lots of photos.

I know you can only upload 12, but you can store as many as you like on your hard drive. Photograph every square inch of the garment, inside and out. Believe me, buyers have claimed SNAD because of a tiny thread on the hem.....and won. The brand label not quite straight, SNAD.

As you would well know, most of the time, the buyers are screaming SNAD because they have worn the garment and no longer have a use for it. Some have even gone so far as to damage it. 

Then you get a savvy seller here that had a buyer claim SNAD for multiple issues with the garment. So, they stalked the buyers Facebook page and there were numerous photos of her wearing the garmet at some event. 

If you can prove a buyer is trying to scam you, you need to keep hounding eBay. Don't bother with email (despite the fact I have always had good results that way). Don't bother with live chat. Use the call me back option and then ask to speak to a supervisor. Explain to them, calmly and politely, that you have a LOT of evidence to prove that the buyer is lying. If they then agree, then you really need to push them hard to remove any resulting defects. Sometimes it could take many calls, always asking to speak to a supervisor. Most of the time one will say they can't do it, only for the next one to turn around and say no probs, it will be gone inside 48 hours.

If all else fails, and you don't have a huge amount of seller feedback, create a new selling account and keep your existing account as a buying account. Or, if you don't want to do that, pull your listings for 12 months until your defects drop off the radar.

There are lots of very experienced sellers here, including clothing sellers, so if you need help or advice, or suggestions, stick around and become familiar with the group. Everyone here is more than happy to help those who ask (nicely) for it. There are also plenty of very experienced buyers, who are also great for offering advice on what they like to see in an ad as a buyer.

[dontmissthese]

Thanks for the advice but when you are up against a buyer who isn't

honest enough to say 'I changed my mind' a SNAD is unavoidable and

also the buyer who won't bother discussing remedies and immediately

opens a SNAD dispute.

Win, lose or draw the SNAD stays because there is simply no ebay

mechanism for removal of a claim once it's lodged.

There are not many buyers like that out there but it doesn't take that

many to place a seller in the 4% ( soon to be 5% ) penalty zone.

A spurt in sales over the last month watered the rate from 'Very High'

to 'High' so no penalty for a while.

Funny thing is that since June 18 ( the count back start point ) ebay

has advised us to get buyers to open an ebay dispute to facilitate

easy returns. I guess CS were on a learning curve as well.

At one stage CS were advising that we needed to be equal to or under

the peer group % to avoid the 4% penalty. I had to dig deep into the UA

to point out that CS advice was totally incorrect.