topic Re: New Seller Dashboard in Selling

New Seller Dashboard

nevillesdaughter — Mon, 12 May 2014 05:02:44 GMT

I just spent a reasonable amount of time with eBay's customer service department attempting to clarify how the new seller dashboard will operate and was told some things I didn't understand before.

On looking at the pop-up page i was surprised so see that I had an open case against me that I had never been aware of. I was told it was from May 2013 and which sale it related to. The sale in question related to a new garment which the seller found had a damaged press stud. She contacted me, I immediately offered a partial refund to have it repaired, or an immediate full refund. She chose the full refund which I processed immediately through Paypal, and posted her an addressed pre-paid satchel to return the item, which she did. Apparantly she also opened an item not as described case (which I was never informed about - possibly because the money had already been refunded), and the record remains against my account as an "unresolved case". When I complained about this I was told to talk to Paypal.

My next question was about the defect rate for "items out of stock or sold to someone else". I had already spoken to them about this because I had some recorded, when I had never given this reason for refunding, mainly because I don't carry lines of stock, or sell anywhere else.

It was explained to me that from now on, ANY refund through Paypal will automatically count as a defect against the seller, ANY case open against a seller - no matter whose favour the dispute is resolved in - will be counted as a defect against the seller, AND the buyer can still go on and leave negative feedback. The person I spoke to could not give me an example of a case where such a dispute would NOT count as a defect against the seller.

I was told this system was to encourage sellers and buyers to resolve issues themselves. I said "But if I do that and refund all or part of a buyer's money, I still get a defect for processing a refund through Paypal, and if I don't refund and the buyer opens a case, I get a defect automatically - regardless of the outcome". CORRECT.

She also told me that there was no "work around" of this in a case where the seller is not at all at fault.

In the past I have given people their money back for whatever reason, just to keep the peace and my feedback intact but right now I don't know what to do. If someone asks me to cancel a transaction - I'm damned if I do and damned if I don't....

I don't know about the rest of my fellow travellers in the selling game, but this scares the bejesus out of me....

Marina.

Re: New Seller Dashboard

go-tazz — Mon, 12 May 2014 05:46:48 GMT

If they bring that in they will lose the majority of their sellers,(Chinese sellers should all be gone within the first

month),

Re: New Seller Dashboard

horizon1907 — Mon, 12 May 2014 06:32:57 GMT

Agree with you entirely on your post I also have tried to untwist the information and am more confused. The word "DEFECT" is just bizarre to say the least.

Anyone else have a clearer view than I ?

Re: New Seller Dashboard

digital*ghost — Mon, 12 May 2014 06:52:49 GMT

If that is true, their TRS+ standards are setting sellers up to be defective... (wherein you have to provide 30-day money back returns).

To be honest, I think (make that I hope like heck) come August 20, some of these things will be ironed out properly and eBay staff will be comprehensively informed, and in turn, so will we...

Re: New Seller Dashboard

go-tazz — Mon, 12 May 2014 07:05:07 GMT

@digital*ghost wrote:
If that is true, their TRS+ standards are setting sellers up to be defective... (wherein you have to provide 30-day money back returns).

To be honest, I think (make that I hope like heck) come August 20, some of these things will be ironed out properly and eBay staff will be comprehensively informed, and in turn, so will we...

Hopefully they will see that it just wont work the way they plan to set it up,

Re: New Seller Dashboard

nevillesdaughter — Mon, 12 May 2014 07:06:30 GMT

Me too - because right this minute I've received and email from a buyer who bought a snowboard glove/neckwarmer set - both items listed and tagged asXL with measurements included in the listing.

She says the gloves sre too big - do I have them in Medium? I don't, and in the past I would have taken them back and refunded if a customer was willing to cover the return post, and I would have sent a cancellation request with "sizing issue" as the reason and we all could have gone on with our lives.

Now I find myself trying to word a response that basically says "Tough luck, love" and hope I don't get dinged, for something that is in no way my fault....

Here's hoping,

Marina.

Re: New Seller Dashboard

cq_tech — Mon, 12 May 2014 08:53:27 GMT

Marina, I'd be far more concerned about the possibility that the buyer will leave negative feedback if you don't replace the gloves with the size she really needs. I know it's not your fault as the measurements were in the listing, but an unhappy (and therefore angry) buyer is the last thing you need.

Anyway, as this ridiculously thought out "defect"system doesn't come into effect until August, there's no reason not to treat this buyer as you would have in the past, thereby guaranteeing a happy customer and positive feedback.

Re: New Seller Dashboard

nevillesdaughter — Mon, 12 May 2014 09:11:58 GMT

@cq_tech wrote:
Marina, I'd be far more concerned about the possibility that the buyer will leave negative feedback if you don't replace the gloves with the size she really needs. I know it's not your fault as the measurements were in the listing, but an unhappy (and therefore angry) buyer is the last thing you need.

Anyway, as this ridiculously thought out "defect"system doesn't come into effect until August, there's no reason not to treat this buyer as you would have in the past, thereby guaranteeing a happy customer and positive feedback.

But my understanding is that the "statistics" for the new dashboard are being accrued and compiled now, and will be quoted for the 12 months leading up to August 2014 - it's not like we'll all start with a clean slate from August onwards. The same story applies to a rating of 3 in the stars now being considered a low rating.

If I refund this lady anything, I will receive a "defect" - even though the XL on my listing was in the Title, Item Specifics, and the Item description, along with actual measurements.

If I cop a negative, I will be on the phone to do my best to have it removed, whereas if I refund or send a mutual cancellation, there's nothing I can do to have an automatic "defect" removed - that's what they told me today.

Marina.

Re: New Seller Dashboard

cq_tech — Mon, 12 May 2014 09:36:21 GMT

That's precisely the reason I called it a ridiculously thought out system. Seems that your dammed if you do, and dammed if you don't (I had to spell it as 'mm' or else ebay would have childishly bleeped it). 😞

Re: New Seller Dashboard

go-tazz — Mon, 12 May 2014 09:50:42 GMT

@nevillesdaughter wrote:
@cq_tech wrote:
Marina, I'd be far more concerned about the possibility that the buyer will leave negative feedback if you don't replace the gloves with the size she really needs. I know it's not your fault as the measurements were in the listing, but an unhappy (and therefore angry) buyer is the last thing you need.

Anyway, as this ridiculously thought out "defect"system doesn't come into effect until August, there's no reason not to treat this buyer as you would have in the past, thereby guaranteeing a happy customer and positive feedback.
But my understanding is that the "statistics" for the new dashboard are being accrued and compiled now, and will be quoted for the 12 months leading up to August 2014 - it's not like we'll all start with a clean slate from August onwards. The same story applies to a rating of 3 in the stars now being considered a low rating.

If I refund this lady anything, I will receive a "defect" - even though the XL on my listing was in the Title, Item Specifics, and the Item description, along with actual measurements.

If I cop a negative, I will be on the phone to do my best to have it removed, whereas if I refund or send a mutual cancellation, there's nothing I can do to have an automatic "defect" removed - that's what they told me today.

Marina.

Re: New Seller Dashboard

nevillesdaughter — Mon, 12 May 2014 10:01:14 GMT

That's why I've decided to abandon my previous "refund for any reason to keep everyone happy" policy in favour of a "If I haven't done anything wrong - no refunds" policy. At least if I phone eBay I have some chance of having an unfair negative removed.

I honestly wish that if eBay want to get rid of smaller sellers like myself, that they would just say so or give us 6 months notice to quit. Anything would be better than this death of a thousand cuts! Damm you eBay.....

Cheers,

Marina.

Re: New Seller Dashboard

thecatspjs — Mon, 12 May 2014 12:32:15 GMT

IMO making such decisions that will significantly lower your customer service standard based on advice provided by an eBay customer service rep that is inconsistent with any published information is highly risky and IMO foolish.

Re: New Seller Dashboard

cherry*135 — Mon, 12 May 2014 12:42:45 GMT

Quote: ANY case open against a seller - no matter whose favour the dispute is resolved in - will be counted as a defect against the seller,

To the OP - Have you read this?

http://sellercentre.ebay.com.au/ebay-for-business/seller-performance-standards

Note this part:

Cases found in your favour don't count. Buyer protection cases are used for the US, UK and German seller standards programs. Any case that escalates to eBay or PayPal for review and is found in your favour, or found to be no fault of the buyer or seller, won't count against your performance rating. It won't be counted as a defect and it won't count toward your percentage of cases closed without seller resolution.

Re: New Seller Dashboard

thecatspjs — Mon, 12 May 2014 12:53:06 GMT

eBay reps on the US boards have confirmed numerous times that items cancelled and refunded at buyers request should not count as defects.

Re: New Seller Dashboard

cherry*135 — Mon, 12 May 2014 12:56:26 GMT

Qutie:In the past I have given people their money back for whatever reason, just to keep the peace and my feedback intact but right now I don't know what to do. If someone asks me to cancel a transaction - I'm damned if I do and damned if I don't....

From the seller dashboard - new seller performance standards
"Cancelled transactions (out of stock or sold to someone else)

This refers to any transactions you have cancelled - either on eBay or through Paypal - because you don't have the item anymore or you chose not to post the item after it is sold."

Nowhere does it say this applies to the buyer reason options for cancelling a transaction, e.g. Buyer bought item by mistake.

Which makes sense, it is disappointing to buyers to be told after the sale..item isn't avail now..it was sold elsewhere, stock levels were wrong.

Re: New Seller Dashboard

asporty — Mon, 12 May 2014 21:15:05 GMT

And I discovered another ebay/paypal scam:

YOU DON'T GET YOUR FVF BACK FROM EBAY, AND DO NOT GET A FEE REFUND FROM PAYPAL, ONCE A CASE HAS BEEN DECIDED AGAINST YOU.

So I lose money out because the post office lost my item, and then ebay jumps in to grab their share of the booty.

Off now to Financial Ombudsman office to get my money back. You will be surprised how quickly things are rectified once the notice from FOE office goes to Paypal. Try that 🙂

Re: New Seller Dashboard

nevillesdaughter — Mon, 12 May 2014 23:24:54 GMT

@am*3 wrote:
Qutie:In the past I have given people their money back for whatever reason, just to keep the peace and my feedback intact but right now I don't know what to do. If someone asks me to cancel a transaction - I'm damned if I do and damned if I don't....

From the seller dashboard - new seller performance standards
"Cancelled transactions (out of stock or sold to someone else)

This refers to any transactions you have cancelled - either on eBay or through Paypal - because you don't have the item anymore or you chose not to post the item after it is sold."

Nowhere does it say this applies to the buyer reason options for cancelling a transaction, e.g. Buyer bought item by mistake.

Which makes sense, it is disappointing to buyers to be told after the sale..item isn't avail now..it was sold elsewhere, stock levels were wrong.

The point I am trying to make is that regardless of what eBay says in its seller guides, the system is (at present) AUTOMATICALLY imposing a "defect" for any partial or full refund put through Paypal. This is backed up by what I was told by customer service yesterday, 2 weeks ago, and by the fact that I have 4 defect notices for "item out of stock or sold to someone else".

I don't have stock lines - I sell new oddments and used items - virtually every refund I have ever given has been for a sizing issue (customer didn't check measurements given, or for the usual excuses for buyer's remorse) - the customer service rep even checked my defects and said "oh yes, they are all about sizes - the system has marked them automatically as defects and there is no work around to fix that".

The other issue was the so-called "open, unresolved case" against me, about which I was totally unaware. A year ago, a buyer contacted me about a problem with her purchase and apparently opened a case for "item not as described" at the same time. I immediately offered her apartial refund to cover repairs, or a full refund which she accepted. I processed the refund on the same day and was never advised about the case, presumably because the refund had gone through. Yet it sits there as another "defect" as unresolved case.

I'm also very concerned about the fact that I have lately been giving partial refunds to people who have made multiple purchases and therefore paid too much postage (I have done free post for quite a while now). Sounds like these are all going to be logged as "defects" too, even though I was prepared to wear the extra FVF on the postage cost.

Again, according to what I was told yesterday, the system is AUTOMATICALLY logging "defects' and there is nothing you can do about it, regardless of what the seller guidelines say. I have always worked very hard at customer service, and it now seems that everything I have previously done to keep the customer happy is going to go against me. This was confirmed by 2 different eBay customer service reps.

Marina.

Re: New Seller Dashboard

camelot_rose — Mon, 12 May 2014 23:57:18 GMT

Very alarming. I often do partial refunds for overpaid postage or for bulk pricing discounts and am also concerned that these customer service oriented business practices may actually be punished under the new defect system. It's just counter intuitive, damaging to sellers and I can't see how it can be any help to buyers either if it results in sellers feeling reluctant to provide refunds/ returns etc to avoid a defect. I did a partial refund today and I'm just waiting to see if it shows up as a defect.

Re: New Seller Dashboard

donnashuggy — Tue, 13 May 2014 00:45:25 GMT

@nevillesdaughter wrote:
@am*3 wrote:
Qutie:In the past I have given people their money back for whatever reason, just to keep the peace and my feedback intact but right now I don't know what to do. If someone asks me to cancel a transaction - I'm damned if I do and damned if I don't....

From the seller dashboard - new seller performance standards
"Cancelled transactions (out of stock or sold to someone else)

This refers to any transactions you have cancelled - either on eBay or through Paypal - because you don't have the item anymore or you chose not to post the item after it is sold."

Nowhere does it say this applies to the buyer reason options for cancelling a transaction, e.g. Buyer bought item by mistake.

Which makes sense, it is disappointing to buyers to be told after the sale..item isn't avail now..it was sold elsewhere, stock levels were wrong.
The point I am trying to make is that regardless of what eBay says in its seller guides, the system is (at present) AUTOMATICALLY imposing a "defect" for any partial or full refund put through Paypal. This is backed up by what I was told by customer service yesterday, 2 weeks ago, and by the fact that I have 4 defect notices for "item out of stock or sold to someone else".

I don't have stock lines - I sell new oddments and used items - virtually every refund I have ever given has been for a sizing issue (customer didn't check measurements given, or for the usual excuses for buyer's remorse) - the customer service rep even checked my defects and said "oh yes, they are all about sizes - the system has marked them automatically as defects and there is no work around to fix that".

The other issue was the so-called "open, unresolved case" against me, about which I was totally unaware. A year ago, a buyer contacted me about a problem with her purchase and apparently opened a case for "item not as described" at the same time. I immediately offered her apartial refund to cover repairs, or a full refund which she accepted. I processed the refund on the same day and was never advised about the case, presumably because the refund had gone through. Yet it sits there as another "defect" as unresolved case.

I'm also very concerned about the fact that I have lately been giving partial refunds to people who have made multiple purchases and therefore paid too much postage (I have done free post for quite a while now). Sounds like these are all going to be logged as "defects" too, even though I was prepared to wear the extra FVF on the postage cost.

Again, according to what I was told yesterday, the system is AUTOMATICALLY logging "defects' and there is nothing you can do about it, regardless of what the seller guidelines say. I have always worked very hard at customer service, and it now seems that everything I have previously done to keep the customer happy is going to go against me. This was confirmed by 2 different eBay customer service reps.

Marina.

Mine was showing the same defects for refunding when the new dashboard came out, but not any longer and I usually do a handful of refunds each week so my guess is that they are fixing this.

Re: New Seller Dashboard

nevillesdaughter — Tue, 13 May 2014 01:31:46 GMT

I really hope so because this bothers me way more than the FVF issues - in 10 years on eBay I have NEVER told a buyer that I don't have their purchase item for ANY reason, but according to my dashboard I've done it 4 times in the last year!

Cheers,

Marina.