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....

[albertabrightalberta]

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@kalondro wrote:

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 di

dnt 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

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NONE OF THIS MATTERS!!

Even if the buyer erred in their address, as long as you ship to the address to which ebay tells you, YOU have protection. 

Also even if the buyer erred and admits it, if you change the shipping address from what ebay tells you to ship to, YOU will lose protection. 

Your job is to ship to the buyer's address as it is shown on the order (without making assumptions or corrections)!

[kalondro]

Wow do i know?? Because i went to google maps and there are 2 different buildings : A and B.

If its to deliver in A its not deliverable in B, right? Wich he will choose to get in?

So, deliver man, from who i dont control on what he will do in that situation, can simply mark the shipment with "insuficient address" and return the package!  That is the matter!

I had , in the past some identical situations, and the outcome by the postal carrier was simply return to the origin. Since iam in Portugal and buyer was in USA, it took months to return (returns are not priority).

So that is why i cannot just ship to whatever appears.

[gone.c-33]

It’s not your job to validate buyers’ addresses and the BBE restriction is eBay’s way of telling you.

Stop doing it and get your account’s health back to 100% or keep doing it and lose it forever.

[kalondro]

I know that i will have protection but it will take time to answer to possible claims and chargebacks. Or do you think that buyers assume their errors smoothly??

Again, there is an option for cancelling order when the motif is "issue with buyers address", that option is to be used when there is an issue with addresses?

Or it makes sense to ship to buyers shipping address when you can easily see that there are issues with the address?

One thing its the buyers address have errror but you cant fugure it out. Then you ship to the exact address and you are protected.

Other story is when you see in the first moment that shipping address have errors.

What iam complaining here is the automatic coding to "out of stock".

[kalondro]

From January to June 2024 i had 0 cancelations. What it happens is that in only one week in the end of june i had 2 orders with problems on shipping address, from buyers with almost residual ebay activity (one is from China with only 3 purchases and another opened his account on same day of purchase, maybe he inserted an "easy" address just to open the account quickly).

So, i dont cancel 2 order per week, no, what happened is that in one week i had to cancel 2 orders. But in 6 months i never cancelled and i have so far 11k sales.

[orangehound]

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@kalondro wrote:

I had , in the past some identical situations, and the outcome by the postal carrier was simply return to the origin. Since iam in Portugal and buyer was in USA, it took months to return (returns are not priority).

So that is why i cannot just ship to whatever appears.

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I get that you've had a bad experience or two in the past ... but, it seems that your anxiety is now causing you to  cancel more sales for "bad buyers address" in the last week than I've cancelled in the last 5 years.

Consider that you have gotten yourself into a pattern of over-analyzing shipping addresses, nit-picking any small error, and then canceling a lot of orders that should not be cancelled.  It is like you have developed a case of shipping label OCD.  It isn't normal.

eBay noticed that your cancellation rate is well above normal, and they have now penalized you.

[kalondro]

"eBay noticed that your cancellation rate is well above normal, and they have now penalized you."

Where i stated that ebay penalyzed me??

I have my status to "compliant".

Iam not gettig your point and you are not getting my point, that was the reason of my post.

Why legit cancelations with motif "issue with buyers adress" are automatically coded as "out of stock" ?

Again, my status on the BBE program is compliant with my percentage at 0.6% and with the market average is 1.2% .

Can you explain me how you conclude that ebay penalyzed me? Are you guessing??

[funfactorychannel]

ebay is penalizing you cause they probably went in and check our buyer address issue and there wasnt an issue. 

They been cracking down on those reporting out of stock as buyer address issue which in your case is 100% the case.. Cause buyer never said there is an issue and their payment address matches that they used. So yes ebay will put this as an out of stock circumvented by using buyer address issue.

Your the only person that said address is wrong.. Not the buyer nor Ebay.

[kalondro]

"

I get that you've had a bad experience or two in the past ... but, it seems that your anxiety is now causing you to cancel more sales for "bad buyers address" in the last week than I've cancelled in the last 5 years.

"

Once again a bad reasoning:  You are at ebay since 1999, with 6.5 k sales  (number of sales)

Iam at ebay since 2013 with...11k sales.

How can you compare the  # of cancelations if we have completely different sales amount??

Its expected that if more sales, more likelyhood of cancelled orders, that is basic principle.

You are compairing what is not comparable.

It seems that you want, by all means, say that iam abusing system, but iam not.

You, want to plant the idea that i have a lot of cancelations but i dont have.

You must compare metrics in a relative way, not in absolute way, ok?

Thanks for your help but all that you done so far is questioning me as if i cancelled orders because its fun.

[buyselljack2016]

Your 0.6% should be 0.0%. That is how they are penalizing you.

If you exceed their set limit it will not be good, so their error is penalizing you

[robbie31415]

You are abusing the system and eBay apparently thinks so too.

I've cancelled many many with issue with buyers address and never gotten a defect.

Every single cancel it was blatantly obvious of an issue.

However eBay will mark issue with buyers address as OOS if it's believed abuse has occurred.

You mentioned buyer request, without actual request. This is another situation that eBay is cracking down on so beware using that aswell unless you have evidence of request.

Stop googling addresses for microscopic issues.

[albertabrightalberta]

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@kalondro wrote:

Iam at ebay since 2013 with...11k sales.

How can you compare the  # of cancelations if we have completely different sales amount??

Its expected that if more sales, more likelyhood of cancelled orders, that is basic principle.

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The number of sales has NOTHING to do with cancellations, especially for "problem with address!"

You are just making excuses and not accepting responsibility for your own errors. You cannot just assume that an address is bad. 

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@kalondro wrote:

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?

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It's not up to you to go down that rabbit hole. If you ship an item and there's a REAL problem with the address, you will have protection. But lying about the reason for cancelling the order because you don't like the address is wrong, you got caught and you need to accept responsibility. 

[kalondro]

Iam not abusing system even if you repeat that the times that you want.

Even with bad coding i have 0.6% (when average of the market is 1.2%), so iam not woried or affraid of penalties.

This is an question of metric coding.

In my business iam the one that rules, and iam not stop to checking address because you advise.

I have no issues in "item not received" or other related claims because i am very alert regarding bad addresses.

Bad addresses are insignificant but can originate loss of time on disputes.

[kalondro]

"You cannot just assume that an address is bad."

So if a buyer inserts zip postal code that is not related with the street, i cannot assume that address is wrong?

Are you for real??

By the way, and dont forget to answer previous question, why then ebay allows buyers that can cancel order under the reason " issue with buyers address"???

Are you reading what you write??

[kalondro]

And by they way, i received the result of the appeal on that defect:  they removed because it was an sequential error , they couldnt explain why those legit cancelations were coded automatically as "out of stock" but they were.

The problem is solved, at least the defects were removed.

But i will be very relutant in seeing whats happening in the future whenever such of an identical situation ocurrs.

So, my dear, stop with your judgments and concentrate on what was the motif of the post:

LEGIT CANCELLED ORDER BY REASON "ADDRESS ISSUE" CODED , WRONGLY, AND IN MY CASE, AS "OUT OF STOCK".