Interesting Defect

[crowsman53]

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

[everard6920]

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@crowsman53 wrote:

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@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.

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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

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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.

[jensmanchester-australia]

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.

[i-love-my-sheep]

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.

[crazyplacecostumes]

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-love-my-sheep]

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@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?

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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?

[crazyplacecostumes]

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