topic Re: New seller performance standards - Defects in Selling

New seller performance standards - Defects

dealuxe_store — Tue, 19 Aug 2014 05:54:25 GMT

Hi All,

Just wondering if anyone can clarify the defect rating due to roll out tomorrow.

Let's say a buyer purchases an item by mistake and the seller initiates the cancel transaction request. Does this still count as a defect?

Thanks in advance

Re: New seller performance standards - Defects

ydgonline06 — Tue, 19 Aug 2014 06:02:44 GMT

I asked eBay the same question recently and got back this answer.

We`ll have to wait and see I guess.

Hello Margaret, Thanks for writing about defects on cancelled transactions. I understand the confusion. Margaret, first, please know that transactions prior to May 1, 2014 will not count against your defect. It may be reflected in your dashboard but it will not count when evaluating your performance. Not all cancelled transactions will count against you especially if it's not your fault or it's the buyer requesting for the cancellation. Unfortunately at the moment, it's only sellers who can initiate cancellation of the sale. The following reasons for a cancelled transaction won't count against your seller performance: ◦Buyer purchased item by mistake or changed mind ◦Buyer is returning item for refund ◦You and buyer disagreed over terms ◦Buyer is unresponsive ◦Buyer's payment hasn't been received or hasn't cleared ◦Buyer requested shipment to an unconfirmed address ◦eBay notified you to cancel ◦Global Shipping Program order Let us know if you have questions. Regards, Jacklyn Mae M. eBay Customer Support : CC: Subject:

Appealing a case Sent: 2014-08-06 18:09:49.0 Subject: I understand that I have received a defect because of a cancelled transaction back in March 2014. I think it was for some cutlery which the purchaser no longer wanted to purchase. I cancelled this because the purchaser no longer wanted to complete the sale and they requested that I instigate a cancellation, which I did. I have done this on a number of occasions and not received a defect. Now in future am I not able to ever instigate a cancellation of a sale without receiving a defect? Is a purchaser able to instigate a cancellation, or would they always need me to start the process? I am confused. Please help. Kind regards Margaret

Re: New seller performance standards - Defects

dealuxe_store — Tue, 19 Aug 2014 06:07:24 GMT

Thanks for your quick reply. So in this instance did you have to get ebay to manually remove those defects?

Re: New seller performance standards - Defects

ydgonline06 — Tue, 19 Aug 2014 06:17:23 GMT

Well, no, I just received a low DSR which I had to live with. Goodness knows how I got a low DSR for something that was not of my doing...apparently it was listed by someone (not me) as `running out of stock` or `sold to someone else`. Neither of these were correct.

I am very wary of instigating a cancellation now.

Re: New seller performance standards - Defects

dealuxe_store — Tue, 19 Aug 2014 06:24:15 GMT

So to clarify, you recieved a low DSR which would have counted as a defect despite Ebay stating in your first post that "the buyer changing their mind or purchasing the item by mistake" would NOT result in a defect?

Re: New seller performance standards - Defects

2011.narelle — Tue, 19 Aug 2014 06:29:33 GMT

Read the au phone crazy's thread on defect removal policy & don't count on eBay to stick to any of it or apply it uniformly.

Best you can do if a buyer wants to cancel,since the seller has to initiate that,is to mark it as buyer change of mind otherwise you will get a defect.

Re: New seller performance standards - Defects

ydgonline06 — Tue, 19 Aug 2014 06:55:32 GMT

I did, but it was somehow labelled `sold to someone else` or `ran out of stock`. Not by me.

I was able to get the `list` with this news by downloadind a report on that new page they are showing now to do with seller standards.

Re: New seller performance standards - Defects

bigbrickshop — Tue, 19 Aug 2014 07:03:08 GMT

If you have a message from the buyer asking you to cancel the transaction you may be able to get the defect removed. Give eBay a call and try. Apparently the eBay CS reps are now able to remove defects if the buyer has contacted you prior to issuing the cancellation request and you used the reason 'buyer changed mind'.

http://pages.ebay.com.au/help/policies/defect-removal.html

On ebay.com buyers will soon be able to initiate cancellations which should reduce the number of unwarranted cancellation defects.

Re: New seller performance standards - Defects

2011.narelle — Tue, 19 Aug 2014 07:05:14 GMT

Yes i got a defect from March for the same reason which comes up out of stock.You can try to ring eBay,better still to request a call back & you may get that removed.Don't hold your breath on that.

This ridiculous policy was placed without thought to details & takes effect retrospectively.Customer service is ill informed about eBay policies,so you ask 5 different reps a question & will get 5 different answers.This is why many sellers will be doing UPI disputes instead of cancelling a transaction,to avoid an unfair defect & annoying the customer.

Re: New seller performance standards - Defects

cmcoins2000 — Tue, 19 Aug 2014 07:05:22 GMT

And we 'reckon' this ain't 'Flawed'.

Re: New seller performance standards - Defects

cmcoins2000 — Tue, 19 Aug 2014 07:08:25 GMT

I have a 'defect' for +++++ glowing feedback - then the star rating of 'item not as described'.

See page 23 - Sellers " Gain a Voice

Re: New seller performance standards - Defects

dealuxe_store — Tue, 19 Aug 2014 09:27:10 GMT

So let's say the customer purchases 2 of an item but only meant to purchase 1.

If we cancel the transaction then we risk receiving a defect even though the buyer requested it.

If we open up a UPI, the buyer may get annoyed and then leave a negative feedback anyway.

Lose lose

Re: New seller performance standards - Defects

i-love-my-sheep — Tue, 19 Aug 2014 09:40:36 GMT

@isus_store wrote:
So let's say the customer purchases 2 of an item but only meant to purchase 1.

If we cancel the transaction then we risk receiving a defect even though the buyer requested it.

If we open up a UPI, the buyer may get annoyed and then leave a negative feedback anyway.

Lose lose

If they leave a negative for an UPI, eBay will remove it if the case is closed without payment.

Re: New seller performance standards - Defects

black*poppy — Tue, 19 Aug 2014 09:54:11 GMT

You won't get a defect if you open a cancel transaction at the buyer's request - just be careful when selecting the reason for cancellation (ie use "buyer changed mind" option)

Ebay has list of resons when it is ok to cancel a transaction and not receive a defect. The reason for receiving a defect is:

Transaction cancellation by the seller when the item was out of stock, or sold to another buyer

If a UPI case is closed without payment, the buyer receives a UPI strike and CANNOT leave feedback.

Re: New seller performance standards - Defects

i-love-my-sheep — Tue, 19 Aug 2014 10:50:46 GMT

Unless the seller uses the Unpaid Assistant, the buyer can still leave feedback while the case is open....and some do. EBay will remove that feedback when the case is closed without payment.

Some people have been getting defects for using the buyer changed mind option and other options that don't involve the one you listed. It is for that reason, sellers are worried that it might happen to them, regardless of the reason given for the cancellation.

Hopefully eBay will soon let buyers initiate cancellations, which will hopefully prevent the seller getting a defect for that transaction.

Re: New seller performance standards - Defects

black*poppy — Tue, 19 Aug 2014 11:26:13 GMT

I finally found the whole list given by a CS rep:

The following reasons for a cancelled transaction won't count against your seller performance:

◦Buyer purchased item by mistake or changed mind

◦Buyer is returning item for refund ◦You and buyer disagreed over terms

◦Buyer is unresponsive

◦Buyer's payment hasn't been received or hasn't cleared

◦Buyer requested shipment to an unconfirmed address

◦eBay notified you to cancel

◦Global Shipping Program order

Let us know if you have questions.

Regards, Jacklyn Mae M. eBay Customer Support

I'd be very suprised if others are getting defects for buyer changed mind, they might be accidently selecting the wrong option.

I agree about feedback and UPI case - you repeated exactly what I said.

Re: New seller performance standards - Defects

i-love-my-sheep — Tue, 19 Aug 2014 12:25:57 GMT

Over the last few months there have been a number of experienced sellers who received defects for selecting buyer changed mind. They wouldn't all have accidenally selected the wrong option. I don't know how far in the messages you would need to go back, but it's all there.