Buyer-Requested Cancellations Counted as Seller Fault Unfulfilled in BBE – Is This Correct?
Summary: khan_watches seeks clarification on eBay's Cross-Border BBE policy, specifically regarding how buyer-requested cancellations impact the Seller Fault Unfulfilled metric. They question if such transactions should count as Seller Fault Unfulfilled when a buyer requests a cancellation and receives a refund. Additionally, there is confusion over the clarity of reports and the process for disputing incorrect classifications. They request insights from eBay representatives or other sellers with similar experiences.
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.
idealgems1
·1 month agoI can't help you on whether this is the way it works, but that sure doesn't seem fair to me.
Kind of like the return we just had to accept on a diamond the buyer claimed wasn't genuine...even though it was AUTHENTICATED BY GIA (and came with our own signed appraisal by our Graduate Gemologist), but that the clerk at a North Dakota mall jewelry store told her was a moissanite.