topic Re: Interesting Defect in Selling

Interesting Defect

crowsman53 — Tue, 13 Jan 2015 20:55:25 GMT

I had a lady who bought an item and left Excellent Feedback but she didn't do any stars and because of that I got a Defect for Item not as discribed. Here is a copy of the message I sent asking why, with name and item number blaked.

"Thank you for your message..Every couple of months I download reports from my seller dashboard to see how my sales are going and as to how to improve if I can. When I checked your purchase I noticed that you left Positive Feedback but when you rated the item for Item Description, Postage Costs and Delivery Time.. On the item description you left Star ratings between 1 and 3

Item ID Transaction ID Transaction Date Open Cases Item Not Received Returns Item Description Open Cases Item Description
000000000000 000000000000 00/00/2014

Neutral/Negative Feedback Cancelled Transaction Ratings 1,2,3 Item Description Rating of 1 Shipping Time
X

As you can see there is an X under the Item Description. Maybe you did it accidentally and I am not to worried I just like to know if there is a problem

Thank you again
Crowsman"

Now this lady buys from me quite often and because she didn't do the stars I get a defect... This shouldnt Be The Case Or Is It??

Crowsman

Re: Interesting Defect

lizzy6107 — Tue, 13 Jan 2015 21:10:12 GMT

surely not!

the stars are optional !

I rarely leave stars for my chinese purchases as the stuff is usually carp, but I know that before I buy...

No, if that were the case we would all be stuffed.

She must have left you a low star rating..

Re: Interesting Defect

thecatspjs — Tue, 13 Jan 2015 21:13:42 GMT

??? Have you double checked that she did not complete the DSR ratings for that item ?

Re: Interesting Defect

clarry100 — Tue, 13 Jan 2015 21:26:24 GMT

We got a defect recently for a 1-3 on as described.

I tracked down the buyer who left the Pos FB and stars and sent a politely worded message asking the buyer abou it.

She sent a friendly reply immediately stating that she had been over the moon with her purchase and could clearly recall leaving us all 5-stars across the board. She said she would be happy to support any request with ebay to have this defect corrected as it was certainly not her intent.

I double-checked that it could not have been another buyer and there had been nobody else who had bought that particular item number anywhere near the time frame stated on the report. So it had to be from her.

We have never chased it down with ebay as our ratings are pretty good and it will be gone in 3-months anyway. And I didn't want to suffer a headache over banging my head on a brick wall to have it removed.

But it certainly looks like this terrible system is randomly issuing false defects.

Re: Interesting Defect

crowsman53 — Tue, 13 Jan 2015 21:39:31 GMT

@thecatspjs wrote:
??? Have you double checked that she did not complete the DSR ratings for that item ?

How do you check that she did not complete the DSR Rating I am only going by the report and the email I received from her which is copied below.

Hi
I sorry about the confusion I may have accidentally didn't press all the stars and I am very sorry about that .
I can assure you that I am very happy and will do business with you again .

Sorry again
Kind regards

I cant believe that I received a defect as the item number was the item she bought and from her reply she was very happy with her item.

Crowsman

Re: Interesting Defect

crowsman53 — Tue, 13 Jan 2015 21:45:18 GMT

@clarry100 wrote:
We got a defect recently for a 1-3 on as described.

We have never chased it down with ebay as our ratings are pretty good and it will be gone in 3-months anyway. And I didn't want to suffer a headache over banging my head on a brick wall to have it removed.

But it certainly looks like this terrible system is randomly issuing false defects.

I dont intend chasing it up either and yes the system is very bad.. This lady would likely but about2 or 3 items per month ranging from $10.00 to $40.00 so I believe her ant the point is if she didn't leave a star why the defect?

Crowsman

Re: Interesting Defect

lizzy6107 — Wed, 14 Jan 2015 00:01:38 GMT

"I may have accidentally didn't press all the stars and I am very sorry about that"

Seems she accidently 'didn't press all the stars'

clearly buyers don't see the importance of the star system!!

Re: Interesting Defect

jensmanchester-australia — Wed, 14 Jan 2015 00:24:50 GMT

Crowsman - ebay don't issue defects if a buyer doesn't fill out the stars. Your buyer would have accidentally marked the description down.

I had a similar case recently when a regular buyer marked me down for item description which contradicted the feedback she had left - when I emailed her she said she was in a hurry when she left the feedback and didn't even look to see what star ratings she had left. She was very apologetic but unfortunately that doesn't help with ebay.

If your buyer has accidentally left low stars if she agrees to have the feedback removed you can ring ebay and they will consider removing the feedback and the ratings.

Re: Interesting Defect

crowsman53 — Wed, 14 Jan 2015 00:53:24 GMT

@jensmanchester-australia wrote:
Crowsman - ebay don't issue defects if a buyer doesn't fill out the stars. Your buyer would have accidentally marked the description down.

Well eBay did here.

If your buyer has accidentally left low stars if she agrees to have the feedback removed you can ring ebay and they will consider removing the feedback and the ratings.

Yes thats fine but I do not want the Feedback Removed but she told me she likely did not complete the star rating so why do eBay rate it as a 1 - 3 ?? if she did not complete the Stars. I believe her.. Is there anyway to check the actual stars that was left??

Thank You
Crowsman

Re: Interesting Defect

digital*ghost — Wed, 14 Jan 2015 01:15:08 GMT

When your buyer said she didn't click all the stars, I think she may have meant she did rate them, but didn't click all 5 stars for description.

Re: Interesting Defect

everard6920 — Wed, 14 Jan 2015 01:52:16 GMT

@crowsman53 wrote:
@jensmanchester-australia wrote:
Crowsman - ebay don't issue defects if a buyer doesn't fill out the stars. Your buyer would have accidentally marked the description down.

Well eBay did here.

If your buyer has accidentally left low stars if she agrees to have the feedback removed you can ring ebay and they will consider removing the feedback and the ratings.

Yes thats fine but I do not want the Feedback Removed but she told me she likely did not complete the star rating so why do eBay rate it as a 1 - 3 ?? if she did not complete the Stars. I believe her.. Is there anyway to check the actual stars that was left??

Thank You
Crowsman

You need to run reports . . . it's usually not too difficult to figure out who left what by doing so.

As I recall, the stars are greyed out until you actually click a rating. Furthermore, many of my buyers don't rate all four and I've never received a defect for that.

My guess is that your buyer has accidentally rated you.

Re: Interesting Defect

jensmanchester-australia — Wed, 14 Jan 2015 02:38:38 GMT

Yes - you can run a report to find out what stars a buyer has left.

I have a lot of buyers who don't complete the DSR's even though they have left feedback and not once has a defect been issued by ebay.

In actual fact these days it is of benefit to sellers for buyers not to complete the DSR's and leave feedback as the defect rate is based on total transactions, not just based on the number of feedback. By not leaving ratings, as far as the calculations go, it is the equivalent of receiving 5's across the board.

Re: Interesting Defect

i-love-my-sheep — Wed, 14 Jan 2015 09:31:57 GMT

As mentioned, the only way to find out is to run a dsr report from the link on the left of your screen in your seller dashboard. If you're not sure how to do that, keep reading.....

First off, you need to find 10 feedbacks where you KNOW you got 5 stars for each feedback left in the current reporting period. If your listings are public, then you can find the items numbers under each feedback, if not, go into your deleted sold items and get the item numbers from there. It helps if you have 2 tabs open for this.

In the Detailed Seller Rating Report link, click Create Reprt, then change the dropdown to Item Numbers. Give the report a name (I just use numbers e.g 1) and in the bottom box, put in those 10 item numbers separated by a comma. Then click run report. After a minute or so, refresh the page by clicking the refresh button. Using the F5 button to refresh doesn't always work with this page. Keep refreshing. When the report is ready to read, it will change to highlighted blue and say completed. If it says 'no report', it means that one of the numbers you put in didn't have a star rating attached to it, so you'll need to start again.

When you open the report, it will hopefully say that all those have 5.0 star rating. If they do, close the report. Next to the report link that you just opened, click the dropdown at the right and then 'run similar'. Remove the last number and insert the next item number you want to check. Give the report a new name, then run it.

If you keep doing this, you can eventually find out which buyer gave you which star rating and for what. It's a long drawn out process, but once you've checked all the numbers you can, you can then easily check any new feedback you receive as it comes in. BY just changing the last number, you know that if the report changes to less than 5.0, it was that transaction that did it.

You can delete all the reports once you've checked them, but I always keep one report there with 10 5 star ratings, so when I want to check the next lot of feedback, I have the 10 5 star numbers at the ready, and I will 'run similar' off that good report.

Re: Interesting Defect

crazyplacecostumes — Wed, 14 Jan 2015 09:59:08 GMT

Thank you

That is extremely helpful!!

Quick question - we are rebranding and have recently changed our user id. We get:

Congratulations! As of 14/01/2015, none of your transactions over the most recent evaluation period have defects.

with no report

Would that be due to the id change? We've had two neuts in the last month so I can't imagine we have zero defects?

Re: Interesting Defect

i-love-my-sheep — Wed, 14 Jan 2015 11:50:25 GMT

@crazyplacecostumes wrote:
Thank you

That is extremely helpful!!

Quick question - we are rebranding and have recently changed our user id. We get:

Congratulations! As of 14/01/2015, none of your transactions over the most recent evaluation period have defects.

with no report

Would that be due to the id change? We've had two neuts in the last month so I can't imagine we have zero defects?

I have no idea about that one. I know until a couple of months ago I would always get the same message, even when I had a few defects. A few other members reported the same issue. That was why I was running the DSR reports that I described above. It was the only way i could find out which transactions resulted in defects.

Could you download a report before you changed your ID?

Re: Interesting Defect

crazyplacecostumes — Wed, 14 Jan 2015 11:51:50 GMT

No idea - I'd never found that little 'dowload the report' button