topic Re: Ebay Seller Dashboard changes - Ebay gets it wrong! in Selling

Ebay Seller Dashboard changes - Ebay gets it wrong!

pick-up-parts — Tue, 23 Feb 2016 00:53:37 GMT

So, I sell a lot on Ebay. Over 1100 transactions, totalling $330k

Today I notice my last two sales are on delayed funding. I won't get the money until a month after the purchase. Ebay/Paypal are withholding it.

Their reason - a 3.75% Transaction Defect Rate has mysteriously appeared on my account. 5 of 145 transactions were cancelled without supply. All 5 were cancelled because buyers changed their mind, and I let them out of the transaction, but according to Ebay, they're assuming they were cancelled due to me not having stock of the item. Which is wrong.

So, their solution is to withhold my funds. Which means, I'm not going to ship the two items until the funds clear. They're not helping the buyer, they're hindering the buyer because they're inaccurately punishing the seller.

I can no longer do the online chat with an ebay representative (can't find it and they don't provide it as an option). I do not want to phone an offshore call centre. I will just close the store.

I have no idea why they've made these changes.....

And before the 'experts' come out and criticise....

All 5 cancellations were initiated by me, because the buyer would not do so, nor would they pay. All 5 were processed as "I have not received payment and wish to cancel an item" at least 3 weeks after the purchase was made, after waiting out the unpaid item dispute resolution. They were also initiated by me in order to get the seller fees refunded.

Ebay's practices had this being my only option.

I've sold over 1100 items on ebay, totalling $330k. 100% rating with excellent shipping performance. But today, they decided it wasn't good enough.

Sucks really. Just surprised. We had a good thing going, but I'm not waiting weeks for payments.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

pick-up-parts — Tue, 23 Feb 2016 01:08:30 GMT

This is all that happens when they do stuff like this..... Business cannot wait 21 days for payments.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

pennyforum14 — Tue, 23 Feb 2016 01:12:25 GMT

First of all I agree the new defect system is flawed and certainly not an improvement on the old one, however in your specific situation I can't see that this is really eBay's mistake. If you had followed the Unpaid Item Dispute procedure they would not have shown up as cancellations but NPBs. You don't get cancellation defects for NPBs. Or did you bypass the dispute process and just cancel? The only safe options with cancellations are "buyer wants to cancel" and "problem with address". If you choose anything else eBay assumes you cancelled without the buyer requesting it and that means "out of stock". If they don't pay you should always follow the UID process, otherwise how is eBay to know that the buyers didn't pay? I know eBay professes to know how buyers think and what they want, but really, they are not mindreaders. I'm no "expert" but I would have thought with so much experience as a seller you would have to know the proper procedures?

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

247newdeals — Tue, 23 Feb 2016 01:34:03 GMT

@pennyforum14 wrote:
All 5 cancellations were initiated by me, because the buyer would not do so, nor would they pay. All 5 were processed as "I have not received payment and wish to cancel an item" at least 3 weeks after the purchase was made, after waiting out the unpaid item dispute resolution. They were also initiated by me in order to get the seller fees refunded.

First of all I agree the new defect system is flawed and certainly not an improvement on the old one, however in your specific situation I can't see that this is really eBay's mistake. If you had followed the Unpaid Item Dispute procedure they would not have shown up as cancellations but NPBs. You don't get cancellation defects for NPBs. Or did you bypass the dispute process and just cancel? The only safe options with cancellations are "buyer wants to cancel" and "problem with address". If you choose anything else eBay assumes you cancelled without the buyer requesting it and that means "out of stock". If they don't pay you should always follow the UID process, otherwise how is eBay to know that the buyers didn't pay? I know eBay professes to know how buyers think and what they want, but really, they are not mindreaders. I'm no "expert" but I would have thought with so much experience as a seller you would have to know the proper procedures?

I was told if you cancel the order you want get a defect.

'I suggest that you initiate a proper cancellation to avoid any defect arising from an unsuccessful transaction. It's that simple'

complete with sarcasm 🙂

To me if you ask the buyer to cancel it will look like you are trying to put the blame on to them.We need to be able to cancel a transaction when needed, Also 'item not in stock' should mean 1 thing that you do not have the item to send anything else is wrong to me thet is simple 😉

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

kopenhagen5 — Tue, 23 Feb 2016 02:06:34 GMT

Selecting "buyer changed mind" should have avoided defects. (Unsure of new system)

However there have been some saying otherwise, whether it's correct or not, I can't confirm as I haven't done any in a long time.

But unless the buyer is requesting the cancellation (BTW, buyer cannot initiate a cancellation), always do an unpaid item case.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

247newdeals — Tue, 23 Feb 2016 02:38:24 GMT

@kopenhagen5 wrote:
Selecting "buyer changed mind" should have avoided defects. (Unsure of new system)
However there have been some saying otherwise, whether it's correct or not, I can't confirm as I haven't done any in a long time.

But unless the buyer is requesting the cancellation (BTW, buyer cannot initiate a cancellation), always do an unpaid item case.

the new system has only started though you could get a defect, on the new system, for a month now. Seems to be a fair few people getting defects for out of stock, when the items are in stock. I got my one overturned, after a LOT of nagging. Still not 100% up on the cancellation process, thankfully, have not used it much. It should not be as easy as it is to get a defect especially knowing how hard it is to have it removed

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

pick-up-parts — Tue, 23 Feb 2016 03:40:16 GMT

I followed their Unpaid Item Dispute procedure to the letter (this is me posting 'I have not received payment' part (I cannot recall the step verbatim). Waited their time, then ended it when I was cleared to do so, again using their time line.

ebay knows the buyer didn't pay because I told them, and filed the dispute in the first place.

This is why the defect is a surprise to me. I did it following their outlined procedures.

I've never sold an out of stock item. Which is the reasonsing for their restriction.

I've removed all my listings as a result. I'll sell it another way.

Their automated system is the problem. Not my level of experience or expectations. I've always worked within their framework.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

ausbargainbasement — Tue, 23 Feb 2016 04:17:07 GMT

Yes sounds like you did it correctly, so that sucks that they counted as defects, would ring not email Ebay CS, better still use the call back option (seem to get better service that way ) and explain the what happened, you might be suprised, have been able to get them to remove negs and defects on occasions.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

go-tazz — Tue, 23 Feb 2016 05:29:08 GMT

@pick-up-parts wrote:
So, I sell a lot on Ebay. Over 1100 transactions, totalling $330k

Today I notice my last two sales are on delayed funding. I won't get the money until a month after the purchase. Ebay/Paypal are withholding it.

So will it be put on the short term money market?,

So, their solution is to withhold my funds. Which means, I'm not going to ship the two items until the funds clear. They're not helping the buyer, they're hindering the buyer because they're inaccurately punishing the seller.

Which means more defects and more money for eBay/Paypal?

I can no longer do the online chat with an ebay representative (can't find it and they don't provide it as an option). I do not want to phone an offshore call centre. I will just close the store.

You just need to use the Help & Contact at the top and find the option that will work,(or use this):

http://ocsnext.ebay.com.au/ocs/cusr?query=1485

Sucks really. Just surprised. We had a good thing going, but I'm not waiting weeks for payments.

eBay's loss and others might follow due to eBay not being able to see things from a sellers perspective and

continually getting it wrong with new policies,

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

davewil1964 — Tue, 23 Feb 2016 07:14:09 GMT

Did you close the UPIs?

Seems you didn't otherwise the cancellation option would not have been available.

When you open a UPI, unless the buyer pays in the interim you need to CLOSE it, ticking the option that you still haven't been paid. If you don't manually close it, it will eventually time out and you will miss out on your credits. And get defects the way you have done it.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

robinsonmarineparts — Tue, 23 Feb 2016 07:55:19 GMT

My new dashboard reads .63% defects because items have been returned.

Not one return was my fault, some buyers can't or don't know how to read.

My neg feedback was for a buyer bought a part for his 2001 model engine and the listing clearing stated 'to suit 1984-1996' and when i pointed this out he said i was being aggressive.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

pick-up-parts — Tue, 23 Feb 2016 22:05:37 GMT

Yes, I closed the UPI's, they allowed me to close the dispute after waiting their mandatory time period. I always get the fee's credited so it's being done right.

Still no contact from Ebay.

And the two items I sold on Monday prior to removing all my listings (which made me notice the payments were being witheld for 21 days) are still witheld.

Ebay suggests in order to get the money released, to mark the items as shipped and provide tracking details. Well I've done that on both the myebay portal and on the paypal website... And guess what? Money still witheld.

It's all gone south.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

ausbargainbasement — Tue, 23 Feb 2016 22:22:56 GMT

Ring Paypal to get the payment released.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

*tippy*toes* — Wed, 24 Feb 2016 00:35:01 GMT

You can only request the money to be released after the tracking shows as delivered. As soon as you see that, get on the blower to PayPal and they will release while you are on the phone. If they don't, lodge a dispute with the FOS (Financial Ombudsman Services). If you upload your tracking numbers into PayPal as well as eBay, often they will release the funds automatically.

You can't hold off posting until the funds are released. It would be the quickest way to get more defects and bad feedback. It's not the buyers fault PayPal have decided to hold your funds.

If you have got defects for opening and closing an unpaid item dispute, then you need to speak to eBay on the phone as that shouldn't happen. Did you open an unpaid item dispute, or cancel (entirely different things)? Either way, you need to speak to eBay on the phone. Get them to call you back. If you have received enough defects to push you to below standard and none of them are your fault, they should remove them. If you have no luck with the first person you speak to, call back and ask to speak to a supervisor.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

ggearstore — Wed, 24 Feb 2016 01:29:21 GMT

@pick-up-parts wrote:

I have no idea why they've made these changes.....

I don't like where they are going with these changes. I spent years building my ebay accounts, it should not be as easy as getting a few items arriving late, out of stock items or refunds to have an account restricted. Holding funds is unacceptable to established accounts.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

go-tazz — Wed, 24 Feb 2016 07:17:35 GMT

@ggearstore wrote:
@pick-up-parts wrote:

I have no idea why they've made these changes.....

I don't like where they are going with these changes. I spent years building my ebay accounts, it should not be as easy as getting a few items arriving late, out of stock items or refunds to have an account restricted. Holding funds is unacceptable to established accounts.

I've had an item arrive a day late but marked it as received in time and notified the seller,(they post via letter

rate).

They replied and said that they will have to look at postage and may need to extend their handling time to

ensure items arrive on time.

I buy from them on a regular basis and all items have always arrived within their stated 5 day estimate except

for this one which took 6 days.

I bought on Friday evening and they posted on Monday morning,(the earliest they could do so).

So through no fault of theirs they would've received a defect because Australia Post took too long too

deliver it,(doesn't make sense to me)

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

toolman-online — Wed, 24 Feb 2016 09:33:06 GMT

I sell on 4 different platforms and would have a perfect DSR besides 6 'defects' for cancelling sales because i was out of stock.

I make no apologies for this..........

Today I made 2 small Ebay / Paypal sales only to find the funds withheld for up to 21 days when i tried to withdraw them.

I phoned Paypal and they told me that they wanted advice that the goods have been received before releasing the funds.

Thats simply unnaceptable !!!!!!

Who is profiting from the interest on the millions of dollars in witheld funds ?

My response to Paypal and Ebay was that i won't send the goods until the funds are available and in the meantime I will advise the customers why their goods havent been posted.

My opinion is that most changes that ebay initiate are aimed squarely at looking after buyers at the expense of sellers

Luckily I also take merchant credit card so if this isn't fixed quickly i will simply stop accepting paypal.

Re: Ebay Seller Dashboard changes - Ebay gets it wrong!

*tippy*toes* — Wed, 24 Feb 2016 23:04:34 GMT

If you wait until the funds are cleared before you post, expect negative feedback. It's not the buyers fault you cancelled orders for out of stock and got hit with a heap of defects, why should they be the ones punished? It was your stuff up that caused this, you need to wear the consequences. Don't list stuff you don't have.

Besides, sending the item when you should, you can get the funds released as soon as tracking shows delivered..........a lot less than 21 days (usually).