BAD BUYER EXPIRIENCES BBE EBAY TROUBLES
I have been selling through eBay for over 25 years in Germany. Three years ago I moved to Bulgaria.
I had to make a new account and start from scratch, because for some reason I couldn't sell from my German account in Bulgaria.
Well, I had to start from scratch... I still have 100% positive feedback, not one unresolved conflict and not one package not shipped on time. and with all this, I am now standing with one foot in bankruptcy....
With my small sales I will never be able to keep 2% of dissatisfied customers. as an example: a week ago a customer from Germany ordered two items. i shipped both items in one package and uploaded the tracking number. I asked him to open his package and make sure that both items were in the package. The customer did so and wrote me that everything was fine, both items were in the package. Even though I did everything right, it did not save me from 5% BBE for one single mistake, the customer's mistake.
I can understand why such rules are needed for Southeast Asia, but I can't understand why they are needed for EU sellers? For example for Portugal, Sweden, Bulgaria, Slovenia and so on.
I'm standing one step away from bankruptcy, don't know what to do now. It's very sad that eBay penalize an honest seller with 25 years sales experience, 100% positive feedback, with top status and 0% unresolved issues...
mam98031
·1 year ago"Germany ordered two items. i shipped both items in one package and uploaded the tracking number. I asked him to open his package and make sure that both items were in the package. The customer did so and wrote me that everything was fine, both items were in the package. Even though I did everything right, it did not save me from 5% BBE for one single mistake, the customer's mistake."
I'm not sure that any of us understands what the problem is with this transaction. If the buyer received what they ordered and acknowledged this, what mistake the the buyer make???? And how did it affect you??
The rules for international sellers was changed a while back. They are stiff and tricker to comply with for sure. However one buyer could not have gotten you into trouble in which you were sanctioned. There would have to be other problematic transactions.
printout24_de
OP1 year agoYou didn't read carefully.
The customer, without opening the package, immediately opened a conflict in eBay, thinking he had only received one item. It was only after I asked him to open the package and he did, that the customer realized that he got everything he ordered. And even after the conflict was closed, my defect still remained. And since 24 parcels were sent to Germany and they are counted separately by Germany, I now have about 5% BBE.
mam98031
·1 year agoNo I didn't. You may not agree with me, but I read it just fine. When the buyer closes an INAD, then it closes in your favor and does not create a Defect. Defects are seen on your Seller Dashboard.
https://sellerstandards.ebay.com/dashboard?region=GLOBAL
https://export.ebay.com/en/seller-performance/seller-level-and-sales/seller-performance-policy/
Your Defects would be from other transactions.
printout24_de
OP1 year agoSo please check. Only 1 case, but almost fatal. The next mistake by a customer will ruin my ebay business.... I deeply regret wasting so much time on ebay and not looking after my own business....
 
lacemaker3
·1 year ago@printout24_de, thanks for sharing more information with us.
At this point, all that you can do is continue to provide good customer service. Make sure that you upload tracking numbers when you ship, and make sure that you let customers know when you are combining shipping. Do anything you can to avoid having any more transactions with issues.
Don't be discouraged. I can tell you that you are in much better shape, at this time, than most of the sellers who run into trouble on their CBT dashboards. Most of them were not checking their dashboards, and did not even know there were warnings, or that they were getting into trouble. until it was too late. There was a post recently from a seller who ignored the warnings because they thought their CBT dashboard had a glitch (it probably didn't) and that that would negate the warnings on the dashboard.
You can get through this. Try to keep your sales up, and avoid any further issues. Other sellers have been able to recover from this. You can too.
lacemaker3
·1 year ago@mam98031, I'm sorry, but you are mistaken with regards to the CBT standards that are applied to export sellers.
As OP said, it was an INR case, not an INAD. And it is still counted on the INR section of the CBT Seller Dashboard, even if the buyer closes the case later.
https://export.ebay.com/en/seller-performance/seller-level-and-sales/cbt-seller-dashboard/
https://export.ebay.com/en/regulations/ebay-policies/shipping-performance-policy-item-not-received-rate/
mam98031
·1 year agoThank you, but one transaction like this will not cause the seller to get sanctioned.
inhawaii
·1 year ago2 orders need 2 tracking numbers.
printout24_de
OP1 year agosure, I granted him the smaller combine shipping cost and uploaded the tracking number on the both items.
kensgiftshop
·1 year agoWhat mistake did the customer make?
Did they file an INR on one of the items?
Was the tracking number added to both items?
printout24_de
OP1 year agoAs I wrote before, the customer without opening the package thought he had only received one item and opened a conflict in eBay. after I asked him to open the package and make sure both items were inside, he did so, then apologized and closed the conflict.
Yes, he opened a claim by on one of the items he felt I had not sent him, even though of course both items were in the package.
Yes, I uploaded the tracking number for both items.