@nevillesdaughter wrote:
@am*3 wrote:
Qutie:In the past I have given people their money back for whatever reason, just to keep the peace and my feedback intact but right now I don't know what to do. If someone asks me to cancel a transaction - I'm damned if I do and damned if I don't....
From the seller dashboard - new seller performance standards
"Cancelled transactions (out of stock or sold to someone else)
This refers to any transactions you have cancelled - either on eBay or through Paypal - because you don't have the item anymore or you chose not to post the item after it is sold."
Nowhere does it say this applies to the buyer reason options for cancelling a transaction, e.g. Buyer bought item by mistake.
Which makes sense, it is disappointing to buyers to be told after the sale..item isn't avail now..it was sold elsewhere, stock levels were wrong.The point I am trying to make is that regardless of what eBay says in its seller guides, the system is (at present) AUTOMATICALLY imposing a "defect" for any partial or full refund put through Paypal. This is backed up by what I was told by customer service yesterday, 2 weeks ago, and by the fact that I have 4 defect notices for "item out of stock or sold to someone else".
I don't have stock lines - I sell new oddments and used items - virtually every refund I have ever given has been for a sizing issue (customer didn't check measurements given, or for the usual excuses for buyer's remorse) - the customer service rep even checked my defects and said "oh yes, they are all about sizes - the system has marked them automatically as defects and there is no work around to fix that".
The other issue was the so-called "open, unresolved case" against me, about which I was totally unaware. A year ago, a buyer contacted me about a problem with her purchase and apparently opened a case for "item not as described" at the same time. I immediately offered her apartial refund to cover repairs, or a full refund which she accepted. I processed the refund on the same day and was never advised about the case, presumably because the refund had gone through. Yet it sits there as another "defect" as unresolved case.
I'm also very concerned about the fact that I have lately been giving partial refunds to people who have made multiple purchases and therefore paid too much postage (I have done free post for quite a while now). Sounds like these are all going to be logged as "defects" too, even though I was prepared to wear the extra FVF on the postage cost.
Again, according to what I was told yesterday, the system is AUTOMATICALLY logging "defects' and there is nothing you can do about it, regardless of what the seller guidelines say. I have always worked very hard at customer service, and it now seems that everything I have previously done to keep the customer happy is going to go against me. This was confirmed by 2 different eBay customer service reps.
Marina.
Mine was showing the same defects for refunding when the new dashboard came out, but not any longer and I usually do a handful of refunds each week so my guess is that they are fixing this.
