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Transaction Defect Rate - Help?
Summary: weaselbacon is facing issues with a high transaction defect rate caused by a single buyer. This buyer repeatedly negotiated prices and eventually led to a cancelled sale, negatively impacting the seller's rating. The defective transaction rate is affecting their standard rating and sales, and they are unable to dispute it through regular channels due to the age of the transaction. They are seeking advice on how to resolve this situation, but are having difficulty reaching someone for assistance.
Is there any way to correct this? I am sitting just above the limit on transaction defects because of a SINGLE BUYER. This buyer had a feedback of 1 and purchased 4 of my items and then messaged me back and forth trying to barter on price. I combined shipping for them and went out of my way to make the sale but they kept pushing and pushing for more discounts. I finally cancelled the sale (which I now know was a mistake) because I didn't want bad feedback from them.
Now these sales are pushing my Transaction defect rates and putting me Below Standard which is killing my sales.
Anything I can do? Unfortunately, it is just affecting my rating now and the sales/cancels are from April so I cannot use the normal process for disputing. And it seems impossible to chat or talk to an actual person about this.
eastlaneave
Mentor2 weeks ago@weaselbacon
I'm sorry that happened. Defects are worse than bad feedback.
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%
Defects stay on for 12 months, maybe you have another defect that's rolling off?
The consequences of falling Below Standard can include:
- Your items may be placed lower in search results
- eBay may limit or restrict you from selling on your account and related accounts, or from registering a new account
- Funds from your sales may be held
- You'll be charged a higher percentage rate for final value fees
--- You will be blocked from using the Promoted Listings tool, and will not be able to create new campaigns or edit existing campaigns
- eBay may downgrade your eBay Store to the Basic level if you've been Below Standard for more than 60 days
- You'll be unable to access the partial refund tool
Please check here for your seller level
https://sellerstandards.ebay.com/dashboard
and your Service Metrics are here
https://www.ebay.com/sh/performance/service-metrics
You will be able to see the overview of any issues, and can pull a report to see details.
Please read these pages carefully
https://www.ebay.com/help/selling/selling/seller-levels-performance-standards?id=4080#section6
https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347
https://www.ebay.com/help/selling/fees-credits-invoices/selling-fees?id=4822#section6