Below-average seller, a single shipment rated as 3 transactions with defects
Summary: The discussion concerns a problem with a seller whose shipment was considered as three separate defective transactions. videogamesitalia opens the conversation expressing concern and receives replies from sika700 and heavenwelkin. The interactions continue between videogamesitalia and heavenwelkin, with multiple exchanges trying to clarify or resolve the situation. mocer-75 finally chimes in, with no further replies.
Hi, I find myself with seller status below average because of a shipment with 3 items that got lost and was refunded after eBay intervention.
Why is a single shipment counted as 3 defects?
now the complaint period has also expired and I find myself having to wait at least 6-7 months before getting back above average.
I think this is unfair and eBay should reconsider certain decisions regardless of the appeal deadline, but I can't find a way to ask for the decision to be corrected
mocer-75
·1 year agoLook on the bright side, use these days to get yourself sorted and sell with the professional account instead of using the private one 😉
heavenwelkin
·1 year agoYou set the shipping to 1 or 2 days, so then eBay puts the delivery estimates at 5 or 6 days.
If a parcel is not delivered by that date, the buyer, according to eBay rules, can open a claim for item not received.
In the meantime, though, eBay gives a few more days, after which the seller should refund.
Question: Why did you wait for eBay's decision instead of refunding the buyer?
Maybe because you were hoping that in the meantime the parcel would be delivered?
Try extending the delivery times to 3 ~ 5 days or more, or try changing courier.
Unfortunately, during holiday periods some shipping services may not work as they should.
Unfortunately, it is the seller who has to take responsibility for these unforeseen events.
Sorry for the inconvenience
Kind regards.
videogamesitalia
OP1 year agoHello and thanks for the reply, having so many shipments in progress I hadn't noticed the delay. The buyer warned me almost at the end of the 30 days. At that point I wasn't able to recover the shipping insurance because by the time I called the post office and by the time they replied, the 30 days had passed. But I don't care about having lost the money and having had the defect. What I don't accept is having had 3 defects for a single shipment. How is it mathematically possible to compare the total number of orders and assign 3 defects for a single order? It's obvious that this way the seller reliability percentage drops a lot, but in math you can't compare two different figures, the number of orders with the number of items, Ebay is wrong to calculate the percentage this way
heavenwelkin
·1 year agoGood morning videogamesitalia
As for the shipping issue, I’m aware that a seller who does a lot of shipping certainly can’t sit there manually checking whether a package has been delivered or whether it’s delayed or has other problems.
I’m aware that statistically most shipments go through fine, so it doesn’t make sense to pay someone to do this service.
You should find some shipping service that also provides shipment tracking quickly, such as eBay’s shipping manager, which has this function built in.
As for the defects, you can appeal; maybe it’s an eBay bug
https://www.ebay.it/help/policies/selling-policies/seller-performance-policy/seller-performance-defect-removal-policy?id=4352
Here it talks about "Defect rate per TRANSACTION"
https://www.ebay.it/help/policies/selling-policies/regole-sugli-standard-per-i-venditori?id=4347#defects
As I interpret it, you made one transaction with a buyer who bought 3 items.
Appeal and let us know if they remove the 2 extra defects.
Best regards
videogamesitalia
OP1 year agoUnfortunately, the appeal can be made within 30 days.
This is another mistake. If Ebay gets it wrong, and the seller doesn’t notice (the seller status doesn’t change right away; in my case I realized it when, after 3 months, because of another defect I dropped below the standard), why shouldn’t I be able to recover the correct status? If the error is eBay’s, why compromise the account for a whole year?
In any case, I asked for action to be taken but they replied that no favors can be made in this regard. I still think it’s very serious to compromise an eBay shop in this way.
I’m writing here in the hope that this has happened to someone else and that they were able to solve it
videogamesitalia
OP1 year agoheavenwelkin thanks for the link
I actually think eBay should take into account that it's still a single seller, as explained in this table too
Percentage of defects per transaction
2.5%
(25 transactions out of 1,000)
Unique buyers: 2
Although this is over 2% of transactions, this percentage does not affect the seller rating because fewer than 4 buyers are involved
Unfortunately I haven't found an eBay representative who clearly and definitively resolved my issue, but I'm sure there's a mistake.
In the last month I appealed two other errors that were actually acknowledged, but this one, since it's expired, is hard to contest and so I'm stuck with sales being blocked, also because last year I started selling again in June and the sales percentage is quite high (about 300 in 6 months). Now it's impossible for me until July, with only a few monthly sales, to bring the status down again because it's calculated over a one-year period but I started back less than
videogamesitalia
OP1 year agoAlso I found this other eBay rule:
so based on this I asked for the issue to be reviewed again.
heavenwelkin
·1 year agoIf the buyer opens a dispute after 29 days from the latest estimated delivery date, it is NORMAL that you can't appeal within 30 days.
On top of that, there's also the issue of 3 defects instead of 1
So I hope someone from eBay reads this and takes care of your case because at the call center you don't always find the operator who understands the problem right away.
If in doubt, I'd keep pushing by contacting support and explaining the problem briefly and clearly to the operator.
Good luck 👍
videogamesitalia
OP1 year agoI contacted support again, basically the answer was that 90 days have passed and even if they wanted to, eBay’s system has now archived the defects and they can no longer intervene to remove them.
I managed to get another defect I’d been unfairly given removed, but only on paper; after 10 days it still hadn’t been removed. They tell me I have to wait for the system to update, meanwhile I’ve been left blameless for months with below-standard performance, when in fact I wouldn’t have gone over 2% with the correct evaluation.
Now after how many days will the system remove the defect as promised?
10 days already seem like way too many to me...
sika700
·1 year agoBecause they are three items... obviously in three different listings... and they count as three.
You shouldn’t have waited for eBay to issue the refund, but done it yourself independently.
Kind regards.
videogamesitalia
OP1 year agoWhat I don’t accept is having 3 defects for a single shipment. How is it mathematically possible to compare the total number of orders and assign 3 defects to a single order? It’s obvious that this way the seller reliability percentage drops a lot, but in mathematics you can’t compare two different data points, the number of orders with the number of items, Ebay is wrong to calculate the percentage this way.
I mean, if I place 30 orders in a year and one order containing 20 items is disputed 20 times, it’s obvious that I’ll no longer be able to have a reliability percentage below 2%
If these calculation errors are made, sellers are irreparably harmed.
If the total orders are 30 and one had a defect, regardless of the number of disputed items, the order is one and it must be calculated as one defective order compared to the total number of orders. Otherwise, eBay, to make the percentage evaluation, should base it on the number of items sold and not on orders.
In my opinion this is a very serious mathematical calculation error that absolutely needs to be fixed