topic Re: avoid defects - send money in Selling

avoid defects - send money

stampingpaws — Mon, 30 Jun 2014 15:17:49 GMT

Rather than refund money from the payment made why not just send money to the buyer. This would use a completely different transaction.

Should work til they change the rules AGAIN!

Re: avoid defects - send money

cq_tech — Mon, 30 Jun 2014 15:42:35 GMT

Nice one, paws. A really logical and sensible suggestion at last. 🙂

Re: avoid defects - send money

diecastcarsvicki — Mon, 30 Jun 2014 20:07:51 GMT

ok till buyers says they havent recived refund and you will be forced by paypal to refund a second time.

Re: avoid defects - send money

lyndal1838 — Mon, 30 Jun 2014 20:59:39 GMT

Your buyers will be mighty unhappy when they have to pay fees on the money you send them.

Re: avoid defects - send money

harley_babes_hoard — Mon, 30 Jun 2014 21:06:09 GMT

Bad move--- if something should go wrong you will not have a leg to stand on. What's to say you send buyer money for some reason instead of refunding, The transaction does not correspond with any ebay transaction. The buyer opens a item not described or not received and claims a refund. Because you don't have proof of the send money being for that ebay transaction paypal would most likely refund the buyer. You are then out of 2 lots of funds.

Re: avoid defects - send money

harley_babes_hoard — Mon, 30 Jun 2014 21:13:01 GMT

Re: avoid defects - send money

nevillesdaughter — Mon, 30 Jun 2014 21:25:26 GMT

I received 4 defect strikes because I had refunded excess postage where people had made multiple purchases (I do free postage listings). The defects showed up as "refunds for run out of stock or item sold to someone else" on my seller dashboard. I had a hell of a fight with eBay to have them removed (and won) but was told that any refunded amount would be logged as a defect.

I know people have been told different stories about this by different eBay reps, but I now send any refund or discount as a "send money" transaction rather than a refund. I put on the message section what it is and if I ever found myself accused of not sending it would expect to be able to point Paypal to the transaction as proof.

I would still rather risk doing it this way than copping a heap of defects again for trying to do the right thing by my customers.

Marina.

Re: avoid defects - send money

harley_babes_hoard — Mon, 30 Jun 2014 22:11:53 GMT

I have done plenty of partial refunds without defects.

Re: avoid defects - send money

beach_and_home — Mon, 30 Jun 2014 22:45:58 GMT

@harley_babes_hoard wrote:
I have done plenty of partial refunds without defects.

yes, me too. I don't understand/believe that people are saying they are getting defects for these partial refunds. They must be doing something different to the way I do it. Or perhaps they are seeing a defect for something else and just assuming it is for the partial refund? For those that say they have had it happen, have you actually checked the 'downloaded report' which lists the actual item number that the defect is for? And are you sure that the defect is for the refund and not for another different buyer?

Re: avoid defects - send money

ambridgebuckskins — Mon, 30 Jun 2014 23:15:21 GMT

Beach - yes, l have defects for refunding the postage part of a payment when a buyer has purchased more than one item and paid (without waiting for a combined invoice).

For example - one buyer purchased and paid for 5 items, each with a postage of $8.90. Those items could be combined for a postage cost of $15.05 instead of the $44.50 they paid.

l knew if l returned all her payments so l could issue a new invoice - that would be a defect and there is not longer a refund on the eBay postage fee.

No way could l let the payments all go through and pocket the extra $29.45.

So l returned just the postage part on as many transactions as it took to pay back her money. Each one of those refunds shows as a defect on the report.

Where eBay say only one defect per transaction, it shows (at the moment) as 4 defects - exactly the amount of postage payments l refunded.

I've spoken to eBay three times over it. They cannot do anything about it until their 'dedicated' team works out some finer points.

At the moment, this stands:

Thanks for contacting eBay about the defect rating.
As of now we dont have a way to remove a defect rating, since this is not yet final, this will take effect by August. We are still working on ways to help out our sellers, and thanks for letting us know. We will update all our sellers as soon as we have means to remove a defect rating.

Do you think that enhances the buyer experience? The buyer dosen't want to know about defects or anything, they want to buy, pay and receive which is the general idea of selling online.

But eBay have now bought in this big stick that hits us with defects - our buyer won't have the smaller seller to purchase from as we will have been downrated so far, we vanish.

It all needs fixing.

Re: avoid defects - send money

jensmanchester-australia — Mon, 30 Jun 2014 23:24:10 GMT

I was talking with my Account Manager last week and there have been some problems with how defects are applied which I was told they are currently working on to try and fix the issues.

For partial refunds defects are not supposed to show but the system is not working correctly at the moment. Hopefully they will have it sorted out before the changeover next month.

Re: avoid defects - send money

nevillesdaughter — Mon, 30 Jun 2014 23:27:33 GMT

When I say my number of defects I phoned eBay because the reason on the dashboard stated "run out of stock or item sold to someone else". I asked where that came from because I don't have stock as such - I sell second hand items and new oddments - and when she checked cancelled trransactions, she aknowledged that the only reasons given for those were when people changed their mind or items didn't fit etc. The defects weren't from those, and I have no low dsr's for anything..

She then asked if I had given refunds for anything else other than cancelled transactions and I told her about refunding excess postage and the said that was what the defects were - if a refund was given (even partial) without a cancelled transaction , it would be a defect. As I said, The defects were removed, but I was told I would continue to accrue them if I kept doing it that way, and the only way to give my customers a refund for postage according to her (with free postage listings) was way too complicated for me. She said the only thing the defects could have come from was the refunds (without a mutual cancellation), and she understood that that was how the system worked.

I know that this is not everyone's experience, but this is my point. Different people are being told different things, and indeed it seems as if the system is not functioning uniformly. So I pay the extra fvf on the postage, fees on the Paypal transactions, and give the customer back what I think is fair. I have accrued no defects since I started doing it this way. If I needed to refund someone for a fauly item or similar, I would definitely do it via the whole cancelled transaction process though.

Marina.

Re: avoid defects - send money

nevillesdaughter — Mon, 30 Jun 2014 23:32:53 GMT

Your experience highlights exactly what I am saying about how eBay operates (or doesn't). I was told exactly the same thing about there being "no facility" for the removal of defects, or unfair dsr's. I pushed the matter, and have had both defects and an unfair dsr removed.

In my experience, an awful lot depends on who you get to talk to.

Marina.

Re: avoid defects - send money

diecastcarsvicki — Mon, 30 Jun 2014 23:36:32 GMT

so in terms this is just another way of ebay forcing the free postage thing.

one wonders to oneself when is ebay going to relize that there rules are only giving more and more sellers a reason to stop or slow down on selling.

Re: avoid defects - send money

beach_and_home — Tue, 01 Jul 2014 00:23:05 GMT

yes but ambridge, or someone else, can you please confirm that the defect shows on the report against the right item number? I'm talking about on the detailed report.

No one is confirming this fact, all the are saying is they have 'defects'. Anyone? anyone???

Re: avoid defects - send money

dylan11235813 — Tue, 01 Jul 2014 00:39:15 GMT

I have given partial refunds (about 5) and a full refund, none have counted as a defect.

Re: avoid defects - send money

nevillesdaughter — Tue, 01 Jul 2014 01:36:10 GMT

It's no good my running a report because the defects were removed and I have no low dsr's - it was the eBay rep that told me what they were for, and as I had no low dsr's, and the few cancelled transactions were NOT marked as defects, they were the only things it could be for. I had 4 partial refunds of $10 each for overpaid postage and 4 defect strikes. All I had done was bring up the original Paypal transaction, click on "refund", write "partial refund for overpaid postage" in the message column, and send it off.

Marina.

Re: avoid defects - send money

clarry100 — Tue, 01 Jul 2014 02:15:35 GMT

We had almost exactly this happen to us last week where a buyre purchased 5-items and selected Express Post at checkout.

The system billed her for 5 lots of express when all 5 items would fit into a single package.

So we refunded her thru PayPal for the extra 4 she had paid for. $42.20

We were NOT issued (well not yet anyway) any defects for this paypal refund.

The only thing that has happened is that the FVF on the postage was charged at what she had originally paid rather than after we had refunded.

I called CS about it. They agreed and could see the problem and agreed to credit the FVFs so that we only paid on the one lot of Express Post fees.

Re: avoid defects - send money

bigbrickshop — Tue, 01 Jul 2014 02:22:01 GMT

I have done a couple of partial refunds recently and there are no defects showing as cancellations.

According to eBay this ID is defective though for cancelling a purchase when a buyer wanted an item shipped overseas. I know now not to select the reason for cancellation "buyer requested shipment to a country I don't post to" or whatever. Instead I have to select "buyer changed mind". If an item is listed as No International shipping and the block is in place for overseas addresses, why does the system allow buyers to then add an international address in checkout? And then when the buyer does not want to proceed with the transaction and the seller selects the appropriate reason for the cancellation, eBay labels them as defective! hmpf.

Re: avoid defects - send money

ambridgebuckskins — Tue, 01 Jul 2014 02:56:39 GMT

Beach - no. Cancelled transactions do not show on the report beside an item number.

They appear on the main rating page beside 'Cancelled Transaction (no stock, sold to someone elseb blah blah blah). The number and defect % increases. You have to work out what it is for.

When you have never ran out of stock, the only 'cancelled transaction' figure went up by one as soon as a partial refund was made. It wasn't that hard to work it out.

Next time l made a excess postae refund, checked again - yeppers. Another cancelled transaction.