Below rated from a seller mistake - FYI SELLERS SHOULD READ TO KNOW INCASE!
We had about 7 packages go missing through fedex, over the course of about a month, a few deliverd, 4 were still completely missing. I called eBay, talked to reps, and we figured the best course of action was to: Place a 10 day hold on order, place claims with Fedex, and if there was no update on the 10-day held items, we planned to send refunds. After the 10 day hold, all 3 had no updated tracking and the refunds were automatically refunded from eBay.
Since eBay sent those refunds through the automated system, these are marked as defects! I had no idea, I could have informed myself better, but I clearly made a mistake. Throughout the year we've had 7 defects, 6 being this automated refund deal! PLEASE SELLERS, PAY ATTENTION TO THIS! If a case is asked for eBay to step in, it's literally better to refund right away and handle losses/claims forms later.
I'm not blaming eBay, we've been selling for 2 years and with trials and tribulations - I hope this helps someone, it may be obvious to others. Best of luck and happy selling!
wastingtime101
·1 year agoHi @mcgurgs-sells sorry this happened but yeah, that's how it works. The 10 day extension is considered a case escalation and if the package isn't delivered then you're in a tough spot because the system will close it out against you with an unresolved case defect. The other tough part is once escalated, you lose all ability to manually refund, so if day 9 comes around and there's no tracking update and you want to manually refund to avoid the defect, you can't.
You could, on day 9, contact eBay CS and say there's no movement and you want to refund. They can force the refund and appeal the defect, but you have to contact them before the 10 day hold expires to make sure they can help.
Having said that - was this on the account you're posting with? I'm asking because all of your sales from the past month advertised USPS Ground Adv. Why are you switching carriers?
The other question is whether you're shipping FedEx Ground, or FedEx Ground Economy (aka Smartpost)?
If you're shipping FedEx Ground Economy, are you dropping those packages off at FedEx or USPS? If you're dropping FedEx Ground Economy packages at USPS, there is a good chance they will be confiscated and you'll be responsible for refunding buyers. Read more here.
If these were regular FedEx Ground shipments then FedEx should pay out on your insurance claims for lost packages so at least you'll have some coverage there.
Hopefully you'll climb out of Below Standard rating soon. Good luck to you.
Also thanks for posting the warning! A lot of sellers are not aware how the 10 day hold works, and that it's a formal case escalation. Hopefully your experience will save other sellers from the same fate. Great of you to share the info. ðŸ‘
slippinjimmy
·1 year agoYour mistake was waiting out the full 10 days, When eBay told you the hold would be for 10 days they meant it....exactly! If you had refunded on your own on day 9 there would be no defect and you would have been credited your fees.
This is the same as it works with a regular Not Received request, as long as you handle it within the 3 days given by eBay there are no defects, if you miss and the buyer escalates you get an unresolved defect.
mam98031
·1 year ago@mcgurgs-sells
I'm sorry you found yourself in this position. Fedex seems to be a big problem for many sellers. Do you have any viable alternatives to use as your shipper?
I am surprised that you were not aware that if Ebay rules on a claim it causes a defect. You have some really good selling experience and for quite a period of time. For most it is generally known that if Ebay steps in and rules on an INAD or INR in favor of the buyer, it creates a defect.
https://www.ebay.com/help/policies/selling-policies/seller-standards-policy?id=4347
I sincerely hope your future is brighter.
https://sellerstandards.ebay.com/dashboard?region=US
To work your way out of being below standard, there is only a two step way to do it. Do you very best not to allow any more defects. And increase your transaction count. You need to dilute the numbers. Run a Discount sale and send as many offers as you can. Draw in those transactions.
tobaccocardyahoo
·1 year agoYou have been very fortunate, you have sold 2.9k items without making the mistake of calling Ebay customer service.
Hopefully, you will not make that mistake again.
reallynicestamps
·1 year agoThere are so many reports of bad outcomes when dealing with FedEx, it would make sense for eBay to drop them as an option for shipping.
pikabo-icu
·1 year ago@mcgurgs-sells
Really sorry this happened.
eBay phone reps are NOT the ones to listen to on things like this, they are notorious for terrible advice.
If you have issues in the future, you are much better off coming here to ask for advice, on how to proceed.
There are a LOT of members here that can help you figure out the best thing to do to protect your account.
Very sorry..
bashort
·1 year agoebay "customer service" is notoriously incompetent, they will tell you whatever that they think you want to hear to end the call
kensgiftshop
·1 year agoWhen you get Ebay involved, it never turns out good for the seller.