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Buyer-Requested Cancellations Counted as Seller Fault Unfulfilled in BBE – Is This Correct?
Summary: khan_watches seeks clarification on whether buyer-requested cancellations should contribute to the 'Seller Fault Unfulfilled' metric under eBay's Cross-Border BBE policy. They explain that certain cancellations appear misclassified, complicating the tracking of specific transactions in the report. profitweb responds, confirming that buyer-requested cancellations should not be counted against the seller. They offer a step-by-step guide to locate affected transactions and suggest checking the Seller Hub for more details.
Hello,
I am looking for clarification regarding the Seller Fault Unfulfilled metric under eBay's Cross-Border BBE policy.
It appears that some orders where the buyer explicitly requested cancellation may be contributing to the seller's Seller Fault Unfulfilled BBE rate.
I am trying to understand whether this is intended behavior or a possible classification issue.
Specifically, if the sequence is:
Buyer places order → Buyer requests cancellation → Seller accepts the buyer's request → Buyer receives a full refund
should that transaction be classified as Seller Fault Unfulfilled?
This seems different from a situation where the seller cancels because an item is out of stock or because the seller is unable to fulfill the order.
Another concern is that the BBE dashboard may show a number of Seller Fault Unfulfilled transactions, while the downloadable BBE Transactions report does not clearly identify the individual transactions responsible for that metric. This makes it difficult for a seller to determine which transactions are being counted and provide evidence if a transaction has been incorrectly classified.
Could someone familiar with Cross-Border BBE please clarify:
Are buyer-requested cancellations supposed to count as Seller Fault Unfulfilled?
Does BBE distinguish between buyer-requested cancellations and seller-initiated/unfulfilled cancellations?
How can a seller obtain the Transaction IDs being counted under Seller Fault Unfulfilled if they are not identified in the downloadable BBE report?
Is there a specific process for requesting a manual review of an incorrectly classified BBE transaction?
I would especially appreciate clarification from an eBay representative or sellers who have encountered the same issue.
Thank you.
comics-scifi-collectibles
Mentor3 weeks ago@khan_watches I just wanted to add that I see you are located in Pakistan. International Sellers do have a bit a different rules. I recommend you refer to the BBE policy> https://export.ebay.com/en/fees-regulations-policies/ebay-policies/bber-2025/
You are evaluated every Wednesday. While non HIPO sellers are evaluated on the 20th of each month.
arraus
MentorAug 9, 2026 at 12:40 PM · Edited@khan_watches
No, Buyer requested cancellations are not supposed to be part of the count against a seller.
Yes
Try to find the transactions:
1. From eBay.com (not the phone app), can you go to Seller Hub's Overview page, scroll down to Seller Level section, and click the >
2. Find the section with issue, click the arrow to expand and click See cases:
Hopefully, that will show you the exact transactions your being defected for. Does that work?