BBE metrics are being conducted wrongly

[kalondro]

As per ebay policy, penalty on "Out of stock" cancelations cant be applied on cancelations by motif "issue with buyers address", but the truth is that , at least in my case, they are!!!

This past week, i had to cancel 2 orders that presented contradictory elements on shipping addresses . Prior to cancel them ive contacted buyers but they didnt answer in usefull time (i have same day shipping policy and if i dont ship with that timeframe i also get penalty on "late shipment").

I had to cancel those orders by motif "issue with buyers address" and NOT by "out of stock".

And now i stated that these 2 orders were placed in the category of "cancelled for motif out of stock" wich is not legal since the reason is real issue with buyers address.

Also i have messages exchanged (in this case, only sent because i received no reply in usefull time) that make proof that i cancelled not for being out of stock.

On the other hand, cancelations by motif "buyer asked to cancel", even if buyer didnt contacted to cancel the order, those are not counted as penalty!

This is completely insane!

Iam going to contact ebay team (by chat, since iam at Portugal) and a long battle will begin, because most of ebay agents dont even know the "new" BBE program....

[robbie31415]

Ebay probably thinks you are doing cancellation abuse with too many issues with buyers address.

I'd be careful you don't push your luck being a foreign seller.

[kalondro]

Whenever i do cancelation regarding "issue with buyers address" i always have messages sent to buyers and also the shipping address itself can be checked.

Ebay "thinking" without doing the checking is kind of a dangerous way.

I dont have to be carefull when the situation is indeed "issue with buyers address", dont you think?

[luckythewinner]

This past week, i had to cancel 2 orders that presented contradictory elements on shipping addresses

Can you give a specific example of the "contradictory elements" in the shipping address? 

[fashunu4eeuh]

At what point are you cancelling?

You may have gotten caught in the recently updated rules for international sellers regarding Bad Buying Experiences (BBE).

In eBay’s estimation, seller-initiated cancellations can create BBEs. Too many instances may impact selling metrics and reflect badly on the seller. Below is the link to the new rules:

https://export.ebay.com/en/regulations/ebay-policies/bber/

[kalondro]

For instance,  "building A, builiding B". This is contradictory. Iam not going to place here where this contradiction appears because i cant publish buyer address but its equivalent to that designation.

[kalondro]

As i said, iam cancelling due to issue with shipping address (for instance zip code doesnt match with street or area or for instance contradictory elements like "building A, builing B") .

And yes, iam aware of the BBE rules.

But the point is that ebay codes "issue with buyers address" like if it was "out of stock". Thats what iam reporting.

[klhmdg]

Most seller have never canceled because of an issue with a buyers address.

If you are doing this often -2 times in a week that is excessive.

You are setting yourself up to lose your selling privileges.

BBE is finally a real thing for foreign sellers.

Buyers can leave Negative FB for what you are doing.

You should stop canceling for this reason and ship to the address the buyer requested.

[kalondro]

Mate, iam powerseller and i have a lot of sales. Some buyer define their address with wrong elements. The analysis of 2 cancelations in a "absolute" way is incorrect.  2 cancelations in 10 sales is high,  2 cancelations in 100 sales is not excessiv, correct?

Also i have concrete reasons for cancelation, othwerise i would never cancel orders without valid reason, ok?

I do know the BBE program and iam making public some issues with their metrics.

[albertabrightalberta]

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@kalondro wrote:

For instance,  "building A, builiding B". This is contradictory. Iam not going to place here where this contradiction appears because i cant publish buyer address but its equivalent to that designation.

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It's not up to you to decide if there's an error on the shipping address. 

If you ship to the address on the order that ebay tells you to ship to, you have protection against INR or RTS. 

[kalondro]

If i receive an address when postal zip code doesnt match the city ot street area, iam sorry, i have enough elements to conclude that buyers shipping address have an issue. Or not?

In fact, postal zip codes are public and i can check if there is a mismatch between zip code and street /area/city.

Otherwise why should appear an "issue with buyers shipping address" as an option to cancel?? Why that option is an option?

[orangehound]

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@kalondro wrote:

Whenever i do cancelation regarding "issue with buyers address" i always have messages sent to buyers and also the shipping address itself can be checked.

Ebay "thinking" without doing the checking is kind of a dangerous way.

I dont have to be carefull when the situation is indeed "issue with buyers address", dont you think?

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eBay is not going to look at messages between you and the buyer.   Most actions are done by automated software, and not humans.

I don't know if what I am about to write is true, but consider this:

1. Many dishonest sellers use the "problem with buyers address" to avoid a seller defect ... I'm not saying you are dishonest, but only that this is a reality.
2. If you choose "problem with buyers address" to cancel a sale, and other sellers have successfully shipped to that address, what is eBay to conclude?  The circumstantial evidence appears that you are dishonest ... and they may turn your cancellation into a seller defect.

When I have a problem with a buyer's address, I look up the correctly formatted address (on government postal systems), I correct it if it is a minor change, and then I ship it.

(But I only change an address if the eBay system won't process it ... otherwise, I ship it as presented to me by eBay, and not try to do the job of the shipping service).

[kalondro]

I know that, but for instance if you receive an order with shipping address stating like Name, street, Building A, Builing B, floor 3, Door 15, etc, etc.

And you contact buyer with "hi, it is building A or B? And you dont receive answers in 2 days, and you are going to check buyers profile and you see that buyer made purchase in same day that opened ebay account are you going to wait forever and get a defect on "late shipment" ? No , you have an issue with buyers address , buyer didnt answer you, then you use the option "issue with buyers address", or what is the motif for such an option???

I think that i explained quite well the situation: based on a real situation of real problem in shipping address, ebay is coding the cancelation with "out of stock", even with messages from seller to buyer asking clarification about address

[kalondro]

"I ship it as presented to me by eBay, and not try to do the job of the shipping service)"

I dont have to do the job of others, no, i have to do my job: if i detect if a shipping address have faults i contact buyer to clarify.

If buyer dont answer me in a reasonable time, i use the option cancel due to issue with buyers shipping adress, or for what purposes was created that option? Can you explain me?

Shipping knowing that shipping address have problems its buying problems.

There is an option called "issue with buyers shipping address" and if used legit (like i did) doesnt have to count as "out of stock"

[funfactorychannel]

How do you know that theirs a building A or B?

That doesnt make sense, I always assume the address is correct. I don't have the time to google map every single customer. how is that efficient use of time?