Seller Protections impacted by Hurricane Beryl not being honored.
I received a late shipment defect for dropping off a package the day after the hurricane which was quite the challenge itself as most ups locations were closed. When I messaged eBay about removing the defect this was the response I received...
Thank you for reaching eBay Customer Service regarding the defect for the item IKEA GODMORGON Leg, round/stainless steel (305623144857). I understand that you want this defect to be removed because tis was delayed due to hurricane. My name is Chaldean and it is my pleasure to check on this matter and provide you with an update and a resolution to your concern.
I'm actually aware of the hurricane that affect your place to be specific this is the hurricane Beryl that affect Texas on the first week of July. No as I checked this defect it was from "tracking uploaded on time an validated†bucket of your seller dashboard.
Please be informed that the defect that we can only remove are cancelled transaction, close case without seller resolution and late shipment. For tracking uploaded on time and validated, we don’t have an option to remove individual defects but if we can see that it’s the only requirement that was not met to be a top rated seller and the defect should be counted, we are overriding the seller status of the member.
The great thing here I can see that the tracking uploaded on time and validated defect as it shows 98.94%. I assure that if you were able to maintain this until the evaluation period, you will maintain your selling Top rated performance as the target is only for 95%.
Moving if you want to still sustain this, what I would advise is for you to sell more items so that it will be able to compensate the tracking uploaded on time and validated defect.
Thank you for reaching eBay Customer Service, we appreciate your business with us.
All the best,
Chaldean
eBay Customer Service
retrospin
OP2 years agoHis advice is to sell more items to compensate for the defect?
mam98031
·2 years agoDiluting the numbers is a viable option. It helps with the percentages. The more transaction the smaller the percentage of defects would be.
Sadly sometimes CSRs get things wrong. I would suggest you contact Ebay again.
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On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
ezstocklocker
·2 years agoI have also found this to be the case. Ebay really just does not care about the seller.
retrospin
OP2 years agoIt certainly does feel that way sometimes. I was able to reach them by phone and the rep informed me that after the next evaluation on the 20th I would be able to appeal it from the seller help page. https://www.ebay.com/sellerhelp/defect
I told her the defect was not showing in that area and she said it may have already been removed and if so the performance report should update on the next review but to keep an eye on it just in case.
brightlightbookseller
·2 years agoThat actually sounds like good advice/answer from a rep for once. If it doesn't show there, it probably isn't being counted against you for the evaluation.
mam98031
·2 years agoThe only thing you can do is contact Ebay. Ebay is the one that has to fix it. No one here can. My post gave you all the options you have to contact Ebay customer Service.
I sincerely hope you get the help you deserve.