topic Re: eBay's automated defect removal - completely useless. in Selling

eBay's automated defect removal - completely useless.

pokemonshall — Mon, 18 Dec 2023 19:43:03 GMT

So.

A buyer bought an item, to which, it was returned to sender about 3 weeks later. I then messaged said buyer, never got a response so, cancelled the order and sent a full refund. No worries.

Ebay decides to give me a transaction defect for this for "being out of stock", I then use the automated removal system and explain the situation as I just did above and receive the following (surely AI response).

"Hello pokemonshall,

Thanks for your request to remove a defect you received for the following transaction:

Transaction ID: 3058060571015
Item: (256277412598) Luigis Mansion 2 - Nintendo 3DS Cartridge *AUS PAL - Free Tracking*

Type of Defect:
cancelled transaction defect
We've reviewed your request to remove the defect related to this transaction.

In principle, a defect can only be removed if one of the reasons named on our help pages is present:
https://www.ebay.com.au/help/selling/selling/seller-levels-performance-standards/appeal-defect?id=4871

In this case we are unable to remove the defect.

Here’s some tips on how to avoid issues like this in the future

- Make sure your items are in stock so you won’t have to cancel any orders.
- If issues come up during a transaction, send a message to your buyer to try and find a resolution.

Please note that this decision is final and cannot be changed or escalated.

For more information on our seller performance and Feedback policy, visit
https://www.ebay.com.au/help/policies/selling-policies/seller-performance-policy/seller-performance-defect-removal-policy?id=4352

We appreciate your understanding and wish you the best on eBay in the future.

Regards,

eBay

Please don't reply to this message. It was sent from an address that doesn't accept incoming email."

Are these emails even read? How on earth can this be a response to what I've said? Not to mention, it's completely ignored everything written in my email, it's also given the same "you're out of stock" bottom line.

This is shocking customer service, and I'd urge everybody to not waste their time on this. Call eBay, get them actually working, as these bot responses aren't good enough.

Re: eBay's automated defect removal - completely useless.

sugar249 — Mon, 18 Dec 2023 20:28:41 GMT

I guess what reason did you use for the cancellation, should have used at buyers request.

Re: eBay's automated defect removal - completely useless.

gutterpunkz05 — Tue, 19 Dec 2023 01:59:58 GMT

There are only three options to select from when cancelling.

Out of stock - damaged. is the only one that incurs a defect.

Should have selected, something wrong with delivery address. (No defect)

or as per sugar, buyer request (No defect)

Re: eBay's automated defect removal - completely useless.

gutterpunkz05 — Tue, 19 Dec 2023 02:22:04 GMT

Just to add, as the defect for out of stock is valid, there is no reason for it to be auto removed.

Contact ebay CS via live chat, enter talk to an agent, and then explain what happened. If your lucky ebay might possibly remove the defect.

Never hurts to ask.

Re: eBay's automated defect removal - completely useless.

springyzone — Tue, 19 Dec 2023 04:47:43 GMT

I think you're quite right about it being an automated response.

I know from past experience how surreal it is if you try emailing a question as the auto response rarely addresses the issue at all.

Everything is fairly automated. I'd be interested to know what reason you gave for the cancellation. Did you tick the box to say it was 'out of stock'?

Gutterpunkz is right and contacting ebay via chat is your best option, it may not get you anywhere but it can't harm to give it a try.

Re: eBay's automated defect removal - completely useless.

danieh_6 — Tue, 19 Dec 2023 10:00:30 GMT

Contact customer service, seller help is not very helpful