Below Standard due to 1 bad order that caused multiple strikes?
I had a buyer purchase multiple items from me MONTHS ago and they were all shipped together with the same tracking #.
The package was lost in transit and the insurance company eBay uses only covered 1 of the items shipped (despite them being in all the same package w/ tracking). EBay comes out later and tells me that each individual item will count as a negative strike to my seller performance (again, all same package/tracking)...and with that 1 lost transaction made me lose my 'Top Rated Seller' status and now I'm deemed below standard and I'm getting hit with emails from eBay threatening that if I don't improve my account will be hurt further. Problem is ever since that one bad mishap I've had essentially zero sales per week due to the algorithm. I'm now having to pay that hefty 'Below Standard fee' with each sale too.
All this and the [repeat] buyer in this incident was super kind, understanding, and still left me positive feedback...but eBay didn't care. What do I do?
reallynicestamps
·5 months agoThat you purchased insurance is irrelevant. It's between you and your shipper. The buyer is not involved.
They didn't get what they paid for in the time they were promised.
How many Item Not Received claims did the buyer open?
Did you refund immediately?
Sellers get Defects for not cooperating with Claims, and cooperating means sending return shipping and/or refunding promptly.
Did you cancel the transactions as Out Of Stock? Never do that.
the [repeat] buyer in this incident was super kind, understanding, and still left me positive feedback.
Cool.
Did they refund the refund you gave them? Or did you bill them through Paypal (for example) and did they pay?
Feedback is not used by eBay to assess member accounts.
lakefor94
·5 months ago@speedystarnotes
When you go below standard, there are two things that can get you there. One is canceling orders for Out Of Stock and the other would be cases closed without seller resolution (eBay having to refund a buyer in your behalf when you should have refunded on your own)
Those defects will stay on a seller account for 1 year from the date received before they fall off. End of Story for that.
The other thing that can hit you with extra fees are the Service Metrics.
You can find these in your Performance tab in Seller Hub. Look at your Transaction Defect Rate under Seller Level and then check Service Metrics.