Hello-
Okay, in a nutshell: 100% feedback, 5 star DSR seller, been on ebay forever.
Received an email from eBay on the 23rd of March saying that due to our perfect 1 day handling and shipping, we were being auto opt-in'd to the "eBay Guaranteed Delivery" thing. Okay, I guess...Seems like a good thing...
Sales tanked to zero right around that same time. We have had just a few sales here and there, but basically, we are dead in the water.
Upon researching what the trouble may be, we found a message, from eBay to us- in our messages- that was never delivered via email.
In that message, dated the 26th of march, eBay says we have a "very high" return rate, and that it would affect our listing visibility. They claim we had 6 returns in a 1 year period.
Here's where the problem comes in: we actually only had ONE return in that period, from a buyer who selected SNAD so they would not have to pay the return shipping themselves. We took that one on the chin, because we are aware that disputing such a thing is a lost cause.
Over the year span, 5 other buyers opened a "request", because they did not know how to properly use a product they purchased from us. We gave our buyers proper technical support, and within one to two emails, all of them realized that the product was fine, and none of them followed through with the return- they KEPT the product, because we gave them the support they needed. They are all quite happy with us and the product, as seen by our feedback and DSR's...
Somewhere, a mistake was made on the eBay end. Their system has us down for 6 returns, but only 1 item was ever returned to us, and it was under questionable circumstances.
Who do we need to contact to address this?
The 5 imaginary returns eBay has listed on our history has KILLED our sales!
Can anyone help???
Thanks in advance...
