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Need Help Getting Unfair Defect Removed – Shipped On Time, Carrier Lost Package
Hi everyone,
Looking for advice or insight from fellow sellers and any eBay reps.
I recently received a defect for a transaction that I shipped on time using FedEx. The buyer opened a case claiming they didn’t receive the item, and although tracking showed the item was picked up by FedEx and in transit, it unfortunately went missing somewhere in the system.
Here’s the key info:
- Tracking: Was uploaded before the case
Carrier: FedEx (confirmed they had it, then it got lost)
- Result: eBay ruled in favor of buyer and applied a defect to my account
My concern: I did everything right—shipped on time, uploaded tracking, communicated, and the issue was completely out of my control.
I contacted FedEx and they confirmed it was lost in transit. I also asked eBay to remove the defect since it was carrier-related, and per eBay’s Seller Protection Policy, sellers shouldn’t be penalized when a package is delayed or lost after proper shipping.
eBay has responded saying that because they had to “step in,†the defect stays, but that doesn’t seem consistent with policy.
My Questions:
Has anyone had success getting a defect removed in a similar situation?
Is there another channel (email, escalation team, social media) that worked for you?
Any advice on how to clearly demonstrate that I met all seller requirements?
Thanks in advance. I’ve been working hard to maintain my seller metrics and really feel this is unfair. Any help is appreciated.
