topic Re: DSR rating- Item not received in Selling

DSR rating- Item not received

rocket2retro — Mon, 26 Jan 2015 11:45:32 GMT

I recently had a buyer who did not receive item (after 1 week from me posting the next business day) Without going into the intricacies his first point of contact was to open an 'Item Not Received' case

I've managed to resolve the issue to his satisfaction (again long story) and he has subsequently closed the case

However I'm now left with a DSR defect How can this be fair when I was given no opportunity to address the issue and wasn't even aware of it prior to it becoming a dispute?

The timing may have been within the delivery window (but I can't say for sure as it was a multiple listing & I can't retrieve the relevant info)

My questiion is -Am I stuck with this defect? Also would there be any point arguing the point with eBay?

Re: DSR rating- Item not received

cherry*135 — Mon, 26 Jan 2015 11:59:11 GMT

Yes, stuck with defect.

It is in eBay's policy that if an item not received case is opened, the defect stays... even if a refund is given asap. Therefore no point in challenging it.

If case opened by buyer, isn't resolved by the seller, then the seller gets more black marks... and only a limited amount of cases not resolved by seller, before account restrictions etc.

Re: DSR rating- Item not received

robinsonmarineparts — Mon, 26 Jan 2015 12:05:15 GMT

Fight it, you won't win, but still fight it.

I'm fighting a couple myself at the moment.

Re: DSR rating- Item not received

cherry*135 — Mon, 26 Jan 2015 12:06:20 GMT

eBay Money Back Guarantee

How eBay Money Back Guarantee affects your defect rate (from November 2014)

Buyers can open a "request" if they haven't received an item, or didn't get what they ordered. Sellers are responsible for responding to requests and trying to reach a resolution. Once a request is open, either party can ask eBay to step in and help – at which point it becomes a "case".

Here's how requests and cases affect your seller performance under eBay Money Back Guarantee:

An open request is counted as a defect (remember you can only receive one defect per transaction).
If the buyer closes the request (or it closes automatically), the defect will remain.
If eBay is asked to step in and help, and the case is decided in your favour, the defect and any related Feedback will be removed.
If eBay finds the seller responsible, the defect will remain and the case will also be counted as 'closed without seller resolution'.

Re: DSR rating- Item not received

cherry*135 — Mon, 26 Jan 2015 12:10:21 GMT

Best to try and resolve issue before asking eBay to step in, depending on the case. If it is for an item not received, and seller has tracking number/delivery confirmation then would be worth it having eBay step in, if looks likely case will be solved in sellers favour.

Cases closed without seller resolution

A case closed without seller resolution means the buyer reported they didn't receive an item, asked to return an item, or opened a PayPal Buyer Protection case, you weren't able to resolve it, the buyer asked us to step in and help (or escalated the case to PayPal for review), and eBay or PayPal found you responsible.

To meet our minimum standards, you can only have 2 transactions (or 0.3% of transactions) resulting in cases closed without seller resolution over the most recent evaluation period. The percentage requirement applies after the account has exceeded the maximum number of occurrences.

Re: DSR rating- Item not received

saarzi — Mon, 26 Jan 2015 12:13:10 GMT

Sucks. This happened to me recently.

Giving a seller a defect that adds up to restrict sellers ability to sell, for something outside of their control that they are forced by Ebay to rectify to their own financial disadvantage (while ALSO paying Ebay to list and sell to begin with!) is completely unethical.

Many of Ebays policies disadvantage smaller sellers, I suspect this isnt because Ebay is stupid. In another 5 years itll be an auction house for brand names and large companies.

While sellers are too lazy or uninformed to do anything about it (like make formal complaints to the ACCC, FO etc.) its not going to change.

Re: DSR rating- Item not received

horizon1907 — Mon, 26 Jan 2015 12:13:39 GMT

@am*3 wrote:
eBay Money Back Guarantee

How eBay Money Back Guarantee affects your defect rate (from November 2014)

Buyers can open a "request" if they haven't received an item, or didn't get what they ordered. Sellers are responsible for responding to requests and trying to reach a resolution. Once a request is open, either party can ask eBay to step in and help – at which point it becomes a "case".

Here's how requests and cases affect your seller performance under eBay Money Back Guarantee:

An open request is counted as a defect (remember you can only receive one defect per transaction).
If the buyer closes the request (or it closes automatically), the defect will remain.

If eBay is asked to step in and help, and the case is decided in your favour, the defect and any related Feedback will be removed.
If eBay finds the seller responsible, the defect will remain and the case will also be counted as 'closed without seller resolution'.

am* I know this topic has been bashed around for quite a while on here now, so your damned if you do & damned if you don't. My question is, why is there "Grey Area" ? Its sole purpose IMO is to defect you off here if you cannot fight it !

Re: DSR rating- Item not received

zelly888 — Mon, 26 Jan 2015 12:23:28 GMT

I received too many defects just recently for items not received on one of my selling accounts and that account was immediately suspended without any warning,heck I even had items listed with bidders and the whole lot just ended.

I had no chance of even trying to resolve the issue as the buyers went straight for my jugular instead of letting me know that they never received the items.

Re: DSR rating- Item not received

rocket2retro — Mon, 26 Jan 2015 21:57:16 GMT

Thanks for all of your replies Certainly is an unjust system that effectively hangs a person without a trial!

Re: DSR rating- Item not received

horizon1907 — Mon, 26 Jan 2015 22:44:04 GMT

rocket, I don't think there would be 1 Seller who would disagree with you wholeheartedly !

Re: DSR rating- Item not received

tstore — Mon, 26 Jan 2015 23:07:57 GMT

Thanks for working to resolve this issue. The buyer has closedthis request. You don't need to do anything else.

This request won't count against you when determining your seller standing.You can view the details of this request in the Resolution Centre."

This is the email I got after a buyer closed a case for item not received. The defect showed on the 23rd and then disappeared the same day ...

Re: DSR rating- Item not received

robinsonmarineparts — Tue, 27 Jan 2015 02:13:11 GMT

That's exactly my argument with ebay, they judge, convict and sentence you without a trail.

Re: DSR rating- Item not received

amazonchicky — Tue, 27 Jan 2015 02:27:27 GMT

Contact them and appeal it. Give them all the details. We've had two removed because we could prove with online tracking they received it, they had left us positive feedback, and messaged to confirm receipt.

Re: DSR rating- Item not received

robinsonmarineparts — Wed, 28 Jan 2015 04:56:54 GMT

Yeah, i am fighting it, but....................it takes a couple of hundred emails to get it thru there heads. lol

I'll keep at it.

Re: DSR rating- Item not received

lane-ends — Wed, 28 Jan 2015 08:29:24 GMT

Was it recieved or refunded?

I had one that was received and quoted Ebays policy about dispute was raised if item was not received. Tracking showed it was therefore by defintion dispute was not valid. Ebay removed defect,

Re: DSR rating- Item not received

lizzy6107 — Thu, 29 Jan 2015 06:41:13 GMT

I can not believe another seller actually opened an inr case against me without emailing me first!

Its been one week since she bought it, Australia post were down Friday night till Monday night!

My question is ... if it should show up, and she closes the case, will the defect remain?

I have emailed her asking her to at least wait till tomorrow, and if it hasn't shown I will refund.

This is so wrong.

Bloody Australia Post have a lot to answer for.

Re: DSR rating- Item not received

cherry*135 — Thu, 29 Jan 2015 07:37:18 GMT

My question is ... if it should show up, and she closes the case, will the defect remain?

Good question. Was your item sent with tracking? I presume if it was, would be much easier to prove when it was sent and delivered and easier make a case to have defect removed. Also taking into account the long weekend.

My item not as received was for a UK buyer, I refunded them straight away as it was sent as large letter, no tracking. I still think it may turn up though, as it was posted late December.

Re: DSR rating- Item not received

cherry*135 — Thu, 29 Jan 2015 07:39:13 GMT

@tstore wrote:
"

Thanks for working to resolve this issue. The buyer has closedthis request. You don't need to do anything else.
This request won't count against you when determining your seller standing.You can view the details of this request in the Resolution Centre."
This is the email I got after a buyer closed a case for item not received. The defect showed on the 23rd and then disappeared the same day ...

Are your the OP? Just trying to work out which issue this resolved.

Re: DSR rating- Item not received

lizzy6107 — Thu, 29 Jan 2015 08:07:19 GMT

Sent in an envelope, no tracking. Just a $10 item...

I figured if I simply refund it's an immediate defect, and fingers crossed it shows up tomorrow, and perhaps I can avoid the defect!

Most annoying is that she herself is a seller. Would think she would know better.

And so close to getting tsr back, and a little breathing space.

Re: DSR rating- Item not received

cherry*135 — Thu, 29 Jan 2015 08:20:18 GMT

Ok, I just felt with no tracking there isn't any avenues open really after item not received case is opened.

Yes, it is annoying opening up a case in that short time frame for domestic delivery, with a long weekend thrown in. Hopefully it does turn up soon.

Some people have no patience!