Large Letter INR - Defect Incoming?

[everard6920]

Sent an order via large letter (so no tracking) worth under $20.

Buyer says they didn't receive it. Ordinarily, I'd send a replacement, but she bought the last one in stock.

So, I need to refund my buyer. Questions:

Should I ask her to open an INR case, and then refund, and by doing this, will I receive a defect?

Alternatively, I was just going to refund her payment directly from Paypal (she's a repeat buyer and I trust her) - but I remember I did this a LONG time ago for another buyer, and I THINK I received an automatic "out of stock" defect on eBay because I refunded the payment. Has anyone refunded a buyer's payment in full any time lately, and did you get a defect?

If I get a defect then so be it, but I'd like to avoid it if possible.

Thanks.

[digital*ghost]

I would just cancel. Normally I advise the buyer I can send replacements or cancel the transaction for a full refund, so if they choose refund it's at their request. In this case you could offer something of equal value or ro cancel, just to have it on record they preferred cancellation.

If there's been direct messages between buyer and seller, generally a full refund direct from PayPal won't trigger a defect, but I couldn't 100% guarantee it.

[digital*ghost · Accepted solution]

Forgot to say.. You won't get a defect if you instruct them to open a request and then process the refund that way. You only get a defect from a request if it's escalated to ebay and found in the buyer's favour.

Unlike a direct PP refund, an eBay cancellation / request that is refunded will generally result in your fees being credited, but not if escalated. 

[chameleon54]

I,ve just refunded buyers for INR in the last few months and havnt recieved any defects. Others may know more, but my understanding was that ebay has wound its defect scheme right back. After it was introduced it caused mayhem for sellers and A LOT of complaints to CS, with sellers trying to get defects removed etc.

I know you can still get a defect for buyer resolution claims that are not resolved and the buyer asks ebay to step in. Any more than two of those in a 12 month period and you can say bye bye to selling. You can also recieve a late postage defect where tracking shows the item was not mailed on time, or the buyer marks the item as received after ebays postal estimate. These are not as serious and from memory you can have up to 5% of transactions with these defects before it starts to hurt.

They are the biggies that I look out for. Can you still get a defect for selling an item that is out of stock, or for any other purpose ???    

DG ???? sounds like one you would know.....

[imastawka]

Yes, you get a defect for choosing Out of stock

https://www.ebay.com.au/help/policies/selling-policies/seller-performance-policy?id=4347

Click on 'read our full policy' for defects

[chameleon54]

Thanks stawka, reading that it looks like there are 3 issues that currently acrue defects.

1) cancelling a sale due to item being out of stock, or sold to another buyer

2) Not resolving a problem in the resolution centre and the buyer asks ebay to step in. Ebay finds in buyers favour. ( only 2 allowed in 12 month period )

3) Late shipment defects. ( 5% allowed for top rated sellers, 10% allowed for others )