Transaction Defect?

[rhlargent5uog]

Doesn't make a lot of sense, upon picking the unit for shipping, employee dropped the unit and broke it.

I immediately notified the buyer and issued a full refund!

Why would this count as a Defect?

[lady_madonna]

@rhlargent5uog 

You received a defect because you did not fulfill your requirement as a seller. Buyers expect to receive their items, not have the transaction cancelled and refunded.

When you cancel/refund a buyer without the buyer requesting it, it will result in a defect on your account.

PER EBAY:

Sellers are obligated to complete the sale when a buyer makes a purchase.

Canceling an order because the item is out of stock will result in a transaction defect, as sellers are responsible for fulfilling the items they've sold. Learn more about the factors that affect a seller's performance level

[gosimus]

@rhlargent5uog 

< Why would this count as a Defect? >      

Because you didn't get the buyer's item to him intact.  

[rhlargent5uog]

I fully understand that however things happen things are going to break as long as I do a timely refund it should not count against me

[rhlargent5uog]

That’s really kind of the point the item is not out of stock it was damaged and I was being honest about it so gave a full refund should not count as a defect

[lady_madonna]

@rhlargent5uog 

Same difference. The point is that you did not fulfill your requirements as the seller.

Hopefully your employee will reimburse you the same amount as you had to refund the Ebay buyer.

[tenbigdogs]

Hi @rhlargent5uog I'm a little late to this party, but I agree with you.  Things happen.  The eBay system cannot be so unforgiving.  Have you tried calling customer service to get the defect removed?  They're inconsistent, but we often hear of telephone customer service reps performing acts of actual customer service.  It's worth a try.  Your problem here may have been the option you chose as the reason for the cancel/refund.  If you chose out of stock, that always results in a defect.  It wasn't really the most honest choice, either.  Out of stock indicates to eBay that you're a haphazard seller with lose inventory control, or sold it on another platform.  I can't remember what the other cancellation options are, but I know that the best one is at buyer's request.  With at buyer's request, the seller fees are refunded and no defect.  If something like this ever happens again, contact your buyer FIRST and get a conversation going about how they'd like you to handle it.  If they don't outright request a cancellation, they may at least agree to one and you can select that option with a clear conscience.  Good luck!

[gosimus]

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@rhlargent5uog wrote:

things happen things are going to break 

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It's the seller's responsibility to pack the item well enough to survive everything the post office can do to the parcel.  Well, maybe not being driven over by a Caterpillar D10 ... but anything short of that.