topic Re: Defect for refund ??? in Selling

Defect for refund ???

chameleon54 — Mon, 30 Jun 2014 10:12:13 GMT

I,m still trying to get my head around this "fantastic defect idea" that ebay has come up with. I have a customer who has purchased and paid for an item. He has now decided it wont suit him and wants a refund. Before the defect system, I would just refund him and not worry anymore about it. I,m wondering if I refund him now will I cop a defect ?

Re: Defect for refund ???

clarry100 — Mon, 30 Jun 2014 10:17:56 GMT

I called ebay CS on this exact topic last week.

I was categorically assured that when the buyer requests the cancellation that there will be no defect issued by ebay.

And if there is then call them and they will reverse it after reviewing the messages between you.

So it seems it's very important to get your buyer to write in words that they are requesting the cancellation.

Defects are only issued where its the fault of the seller that the cancellation is made. This was made very clear to me.

Re: Defect for refund ???

beach_and_home — Mon, 30 Jun 2014 10:26:33 GMT

When you put in the mutual cancellation just make sure you choose the reason "buyer changed their mind". That's all you need to to, and there will be no defect.

Re: Defect for refund ???

digital*ghost — Mon, 30 Jun 2014 10:29:55 GMT

Some sellers have reported getting a defect for issuing a refund, and/or cancelling a transaction, even when selecting the correct reason (buyer purchased in error or changed mind) - I can only say I have cancelled a few transactions with that reason and as yet have not been classified as defective, so I presume it could be hit n' miss, sadly.

Re: Defect for refund ???

thecatspjs — Mon, 30 Jun 2014 12:12:09 GMT

Not yet had a defect for change of mind cancellations or partial refunds for post overpaid..... yet.....

eBays DEFECTIVE DEFECT system seems a bit RANDOM among other things - notwithstanding the whole DEFECT system reflects more negatively on eBay itself, than any seller it seeks to control

Re: Defect for refund ???

digital*ghost — Mon, 30 Jun 2014 12:52:34 GMT

@thecatspjs wrote:

eBays DEFECTIVE DEFECT system seems a bit RANDOM among other things - notwithstanding the whole DEFECT system reflects more negatively on eBay itself, than any seller it seeks to control

Yes, the joke's on them... I was uncontrollable and oddly random way before eBay learned how to pick up sticks.

Defects.... I laugh in the face of defects*

*.....at least until I get one / some worth worrying about.

Re: Defect for refund ???

thecatspjs — Mon, 30 Jun 2014 13:19:54 GMT

Buyers buy cause they want the goods, and the price is right.

Buyers return because they get a good deal and the service is good.

Top rated seller, feedback percentage, free post, DEFECTS .... what ever ..............*rolls eyes*

Nothing eBay does will change the fundamentals for the majority of buyers IMO

Re: Defect for refund ???

tonalidesigns — Mon, 30 Jun 2014 14:27:46 GMT

its really important to submit the cancellation at the same time, with the right option.

We inadvertently gave a buyer a 100% refund instead of a partial refund for overpaid postage - we put the actual amount of the refund in the invoice number section on the Paypal screen. Because we had fully refunded without also submitting a cancellation its automatically assumed that this is a seller initiated refund because we couldn't supply.

The buyer actually resent the payment directly and we didn't think any more about it until we noticed the defect. It was just after the whole thing was announced.

So, we have a defect and Ebay were unable to (or wouldn't) reverse it.

Re: Defect for refund ???

chameleon54 — Mon, 30 Jun 2014 22:43:21 GMT

Thanks everyone, one more question, If I cancel and refund all money paid, do I still loose the FVF or are they refunded to my account. I have had another identical request this morning, and both are overseas buyers so the FVF on postage is a bit of money, Thanks.

Re: Defect for refund ???

ambridgebuckskins — Mon, 30 Jun 2014 23:21:53 GMT

No more refunds from eBay on the postage charge. Their view is now 'get it right the first time'. (Which isn't that easy as it sounds).

The Cancel Transaction solution is coming up a defect for some sellers. l have two where l have cancelled a double purchase for two buyers. Messages show the request and 'oops' messages from the buyers. So far, eBay have not removed them as they are still working on the defect issue.

They agree that Cancellation due to the buyer should not be a defect but they have no answers as to why it shows as such for some sellers. They have had many complaints but their hands are tied for now. (so they say).

I so dislike the word 'defect'. Makes the lot of us sound like scammers.

Re: Defect for refund ???

chameleon54 — Wed, 02 Jul 2014 00:22:05 GMT

Thanks everyone for the advice.

I checked my defects and had five on one account for sale cancelled due to "item not being in stock or chose not to ship it". or words to that effect. I knew this was not right as I have only cancelled one item ever for this reason ( after searching for two hours and yes it turned up a week later pushed in behind something else ) I contacted CS about this and after a bit of argy bargy and transfer to different department, convinced them to check the records. When they did this they found only one item cancelled for the stated reason. Another of the five was for refunding the customer without going through ebay ( new ebayer purchased duplicate items by mistake ) and the other three where for "purchased by a buyer from a country I dont ship too ". All of these where because after the buyer found out the shipping cost they wanted to cancel the transaction, and that was the button I chose. It didnt matter back then what button you clicked and that seemed reasonable. I also had two dodgy neutral feedbacks that I had tried to have removed before.

THE IMPORTANT BITS OF INFORMATION the CS person gave me where

1) Ebay HAVE been experiencing a lot of problems with defects showing when they are not supposed too, for things such as partial refunds for combined post and different reasons to those stated in defect system.

2) Ebay WILL NOT BE BACKDATING defects for the last twelve months ( as planned ) but base it on seller faults from 1/5/14

3) Listing "item purchased by a buyer from a country I dont sell too" as a a reason for cancellation IS REGARDED AS A DEFECT

The CS person who I spoke to was in a different department to front line staff and seemed to know a lot more than the normal CS people. She immediatly removed the Neutral feedbacks I had tried several times to have removed so knew how to kick but...t when needed. This all leads me to think the above info may be correct.

Re: Defect for refund ???

bigbrickshop — Wed, 02 Jul 2014 00:24:17 GMT

@chameleon54 wrote:

3) Listing "item purchased by a buyer from a country I dont sell too" as a a reason for cancellation IS REGARDED AS A DEFECT

That is correct. Which just shows how defective the system is!

I posted this on another thread yesterday:

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.