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]

You know what? I'm done here. You aren't accepting responsibility, several of us have told you the same thing and you keep insisting how "right" you are and how wrong we are. 

Continue what you're doing and you'll find yourself not only with bad metrics for BBE but with a permanent restriction that disallows you from selling at all. 

[kalondro]

Mate, you are talking to an Powerseller, with ratings 5.0 on item as described, shipping speed, etc on 11k sales.

I have no resrictions on selling because i prevent them, again, even you repeat that for a thousand time.

Thanks for your time and above all for not answering (and how could you answer!!) my questions.

By not answering them you showed who you are.

Thanks for your time and i hope also that the BBE program arrives to you one day, perhaps you will understand....or not.

Iam at BBE program and iam "compliant". More than compliant !

So stop make inference about what you dont know.

[gone.c-33]

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@kalondro wrote:

In my business iam the one that rules

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I̶n̶ ̶m̶y̶ ̶b̶u̶s̶i̶n̶e̶s̶s̶ eBay is the one that rules. Fixed that for you. eBay is telling you to cut it out or you’ll put your account in jeopardy.

You might also want to look up posting IDs. Many responders have many more sales under their belt for a much longer time that what  shows with the ID they are posting with.

[mam98031]

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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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When you issue the refund, do you select a reason?  What reason are you selecting?

[mam98031]

The Powerseller program was retired a few  years back.  It no longer exists.  You are a TRS, that is excellent.

[robbie31415]

It's not coded wrong.

Ebay, based on AI bots are changing reasons to OOS when a pattern of abuse is occurring.

If it was coded wrong then we would see a massive impact systemically that a lot of people would be getting defects.

[mam98031]

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@funfactorychannel wrote:

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?

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Not a good plan anyways.  Online map services do not function on real time updates.  They are usually about 2-3 years behind.  When we had this house built it took about 3 years for it to show up in Maps and GPS.

[yuzuha]

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@robbie31415 wrote:

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.

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Yeah, I'm 99% sure this is the issue here. I too have cancelled numerous orders with "Problem with buyer's address" and never gotten a defect either, but in every case it was a matter either of 1) the buyer messaging me right away to apologize that they'd forgotten to change their address/had selected the wrong address, or 2) the system itself rejecting the address as being invalid when I tried to print a shipping label.

[orangehound]

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@kalondro wrote:

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

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

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

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If eBay is changing your cancellations to "out of stock" cancellations, they are giving you nasty seller's defects.    Those are penalties, and it could lead to below standard account probation.

[kalondro]

Ebay is not changed my legit cancelations, ebay did an error that, after my appeal, were removed.

I had (not currently have) 2 cancelations out of 347 orders, and legit ones, otherwise they wouldnt remove from the metric. My classification is "above standard" and the metric BBE is compliant, far away from the 1.2 treshold of "compliant".

Stop writing nonsenses.

[kalondro]

Hi.

Iam talking about BBE program. You, as US seller, are not in the BBE program, therefore the used metric used is not applied to you.

You have the common "seller dashboard" . I also have that dasborard and all the associated metrics.

This was an error (that i already managed to ask correction by apealing with ebay team to check messages sent to buyers and the shipping addresses ) that was manually removed.

I do not have cancelled orders in excess.

What happened is that 2 orders were with shipping address issues (that is why ebay adds option to sellers justify when this motif is legit).

Apart from these 2 orders, in 6 months no cancelled orders.

Either you believe on the assumption that in the previous 6 months i had no cancelations or the conversation is nonsense.

If everytime  i said that in 6 months i had no cancelation apart from those 2 , a user comes here stating (and not knowing me)  "oh, you must be a freaking seller , cancelling all days" then its better to end here what i wanted to share.

When i say that i received a shipping address where the zip code doesnt match with the street name/are and a user that reads this says that i dont have the power to state that address is incorrect then its all said.

Remember, BBE is being aplied to some countries that have sellers that have a lot issues, not only cancelled orders, no, the BBE program is more than cancelled orders, its SNAD , its Low ratings, not received, etc.

US american sellers are not under the BBE program.

My post is very objective:  2 orders that were cancelled with "issue with buyers address" WERE incorrectly coded as OUT OF STOCK, error that was already comunicated to ebay and removed because i provided VALID proof .

So , to all users that are talking if i was a bad seller,  stop saying that there arent bad shipping addresses, stop saying that i abused system.

If i abused system ebay wouldnt remove the defects on th BBE program!  We are talking about a " recent" metric that US sellers can read about it but they dont have that policy applied.

Thanks

[orangehound]

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@kalondro wrote:

Ebay is not changed my legit cancelations, ebay did an error that, after my appeal, were removed.

I had (not currently have) 2 cancelations out of 347 orders, and legit ones, otherwise they wouldnt remove from the metric. My classification is "above standard" and the metric BBE is compliant, far away from the 1.2 treshold of "compliant".

Stop writing nonsenses.

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I can only respond to what you write ... no where did I notice you communicate that eBay corrected the return reasons.

Best of luck to you in the future.  You seem to be more interested in controversy/arguing than dialog, and that is not my style.

I'm out.

[kensgiftshop]

Is Ebay saying there is a problem with the buyers address or you're just deciding there's a problem.

Unless Ebay says there's a problem, ship the cards.

[reclother]

To all who are blaming the poor seller, that  he is not a "responsible seller" I would like to spread an awareness about this BBE matrices issue.

There are different seller standard metrics for US/UK sellers and rest of the world like Europe in our example.

US/UK =  Seller Standard and Service Metrics

Europe = Seller Standard, Service Metrics (same as above)  and Cross-Border Selling Performance (BBE dashboard)

BBE dashboard has many in common with Seller Standard dashboard. Like, it is counting defects for Significantly Not as Described, Item not received, Stock-Out Cancellation and on top of that also Low Detailed Seller Ratings (3 or less stars are counted as defect) and Neutral/Negative Feedback (Yes also neutral feedback)

Now, the issue with this BBE dashboard, other than being discriminating to other than US/UK sellers is, that it is counting defects no matter if you  managed to remove the defect from "Seller dashboard" or get the bad feedback removed and there is no way to appeal!

For example:
You receive a negative (or neutral!) feedback but manage to solve it out with buyer so he removes it - on "Seller dashboard" it is not counted as a defect but on "BBE dashboard" it will be left as a defect!

Buyer open a case "not as described" - you solve the issue with buyer and the BUYER close the case, no defect on "Seller dashboard", but counted  as a defect on "BBE dashboard"!

Cancelation reason - buyer asked to cancel or address doesn't match - no defect on "Seller dashboard", but counted  as a defect on "BBE dashboard"!

So @kalondro is in the right here and it doesn't matter if his reasons were valid or not, in BBE dashboard even buyer cancelations or address issue (happened to him) result in a defect and that is just wrong!

I am speaking from experience as well, where I got a defect for an item buyer asked to cancel.

Same as for my wife where she has now restrictions on her account for being not "compliant" on "BBE dashboard", because of the 2 defects  which were already removed on  "Seller dashboard" but not there. In other things it also means she will not be able to withdraw money for 4 weeks!
Note she is marked as a Top rated seller in "Seller dashboard", but on "BBE dashboard" she is "not compliant" - thats a nonsense!

Or getting a defect for a Neutral feedback left? - Just why, why should we be punished for a neutral feedback. Now even Negative feedback is not counted in your seller level, but in "BBE dashboard" is counted also neutral? Who was thinking this is right...

This BBE is killing small sellers with not a lot of sales, because there even  2 - 4 defects can result in account restrictions for at least 4 weeks without a previous warning.

We all know there are buyers that abuse eBay system, or make mistake while leaving feedback or feedback stars, but while on standard "Seller dashboard" you can fight them and remove the defects on "BBE dashboard " you are not able to fight bed buyers in any way and that's very frustrating and plainly wrong.

And this should change!

I can understand why this "BBE dashboard" is there, to make sure sellers are responsible, but at least we should be able to appeal to defects there like we are able to do so with "Seller dashboard".

This "BBE dashboard" is like a punishment to good and responsible  sellers, because there is nothing you can do with it.
You can not imagine the frustration where your account is restricted for "bad buyer experience" while being still ranked as a Top rated seller.

"BBE dashboard" must be reworked and  they need to introduce there a way to appeal a defect  -or just make a link between "Seller dashboard" and "BBE dashboard", so if there is no defect in "Seller dashboard" there will be no defect in "BBE dashboard" is that simple.

Please note I dont want to argue who is a bed or a good seller, my point here is to eBay and how poorly they are managing this "BBE dashboard", because they are putting good sellers managing any buyer concerns  in the same bag as bad sellers - it must change.