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Seller Performance Help Cases Closed without seller resolution....
Summary: familyman-sc23 is facing challenges with their eBay seller performance rating, which remains at 'Below Standard' due to past shipment issues. Though they have improved their practices, their low sales volume hinders recovery of their rating. They're frustrated by the lack of direct communication with eBay to explain their situational improvements and seek advice from the community to resolve this issue. They believe an explanation to eBay about their efforts to resolve past issues could help improve their rating.
Good afternoon eBay community. I am not sure what to do here. When I started selling in October of last year I had 4 shipments that buys said they did not receive. I reached out and apologized to the buyers and asked for a few extra days and I followed up to see if they had received their sport cards with no response. I did not know at the time that eBay would automatically go in an solve the issue by issuing a refund. That was fine, but after the 4th time I realized that I needed to be doing this and have been ever since. My account is all good including reviews but I cannot get out of this "Below Standard" rating. I am at .49% and need to be below .30%. I don't do a lot of volume on eBay and I know if I was doing more that would help. I feel that if I can talk to someone to explain it could help get this issued resolved. I feel that eBay should be able to go back and see the messages I sent to buyers and that I was trying to resolve the issue. Any suggestions here, has anyone else run into this? It is frustrating as a seller that you can not talk to a live person. Any feedback would be greatly appreciated. Have a great day!
eastlaneave
Mentor2 weeks ago@familyman-sc23
I'm sorry that happened.
The biggest "sins" on eBay are
1) Seller canceling a sale against buyer's wishes
2) Not resolving a return case or an item not received case so that eBay has to step in to force a refund
3) Shipping late / not getting tracking uploaded and the first scan on time.
Cancelling a sale for being out of stock is one of the major defects on a seller's account.
You need fewer than 2% of your transactions to have defects, which are
✓ Transactions you canceled for being out of stock
✓ Cases closed without seller resolution
The only solution is to increase the denominator - the number of sales
One way to do that is to find something inexpensive to sell and list it very inexpensively so you sell a number of them quickly. That will raise the denominator and thus lower the percentage of defects.
Example
4 defects/ 100 sales = 4%
4 defects/200 sales = 2%
As long as eBay is not threatening your account, your cancellations will roll off 12 months after they occurred.
The only thing to do is to keep selling, shipping, and handling cases.
Calling eBay won't help, but a customer service rep may promise it will (it won't)
-- How to Have eBay Call You --
There is no incoming phone number for buyers or sellers. If you want a call back from eBay Customer Service, here is how to get a call:
Start here: https://www.ebay.com/help/home
Find a page similar to your question
Scroll to the Bottom of the page similar to your question
1) Click "Contact Us" or the ? then select choices until you see
2) Chat with our automated assistant (to the left), click that
In the CHAT WINDOW
3) Type "Agent"
4) Click Your topic
5) You may need to click "Something Else" or "More Options" or type "Agent" a few more times
6) Click “Have Us Call You” (or "Chat with an Agent")
-- If you use a call filter on your phone, turn it off temporarily, or it might block the incoming call.