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

[lizzy6107]

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..

[thecatspjs]

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

[clarry100]

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.

[crowsman53]

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@thecatspjs wrote:

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

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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

[crowsman53]

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@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.

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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

[lizzy6107]

"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!!

[jensmanchester-australia]

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.

[crowsman53]

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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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[digital*ghost]

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.