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Additional Fees for Technical Issue
Have any other sellers been charged additional 6% final value fees (on every sale) for defects that weren't their fault?
I'm curious as to what the norms are in this situation. Long story short, the system allowed 20 items that we had previously sold to be purchased a second time even though their quantity available was showing as zero. We did not relist the items and did not have multiple quantities available. It has since been determined and acknowledged by Ebay that a glitch happened in there system and allowed these items to be sold for whatever reason. Due to this issue, it caused our transaction defect rate to drop to below standard. They have since removed 10 of the defects, again acknowledging that it was a system issue and we were not at fault. Our rating immediately improved to Above Standard with just the 10 defects removed so far. However, we are still being charged an additional 6% on every sale. We asked for this fee to be removed since our "Below Standard" rating is not indicative of our performance and was directly caused by the system issue. They stated that regardless of fault, there was still a bad client experience so we needed to pay for it.
Has this happened to anyone else? How did your experience go with customer service? Were you given any advice on how to avoid it happening? We are trying to ensure we keep our prices as low as possible for our buyers, but this is hard to do when paying eBay an extra 6% for their own system issues.
