Get out of below standard

[gmt_motors]

So I have three cases out of 767 I chose for  eBay to step in. I  thought it would be more simple for seller and buyer, bad idea now I’m below standard. can appeal or fix my below standard level in anyway? Having promoted listings on I had more sales it’s definitely hurting. 

[reallynicestamps]

Usually you just have to wait it out.

The phone reps do not work for eBay so don't bother with them. They work for a subcontractor out of Utah.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

It seems that it is better to fold and refund (after the buyer has returned the product) than to have eBay step in.  Most disputes are handled by AI robots which react to key words which we don't know.

[iamalwaysright]

Yes, it WOULD be simpler for the seller if you escalate as you don't have to offer a resolution and ebay did it for you. The consequence is that you get a defect for "no seller resolution" that causes you to go below standard. There is no appeals for this since you did in fact not provide a resolution, there's no get out of jail free card for this.

How many orders have you cancelled with out of stock reason? I ask because doing that also gives you defects, which combines with your 3 cases to determine if you are below standard. 3 defects (cases) out of 767 is only 0.4%. The threshold to stay in Top Rated Seller is 0.5% and for Above Standard is 2.0%. So either your 3 out of 767 is incorrect, or you made 13 cancellations with out of stock reason to put you over the 2.0%.

What you have to do now is to volume out that percentage. Make a bunch of flawless sales that will dilute that percentage down below 2.0%. Or wait it out until your those defects fall beyond your evaluation period and the defects drop off.

[ebooksdiva]

You can fix it over time. When your buyer open cases, do not escalate as it will back fire on you. Take care of your business, by accepting returns and refunding when you get the item back. It will take 12 months for the defects to drop off. 
Good luck. 

[buyselljack2016]

....

[gmt_motors]

Hi so it shows 3 out of 767 I’m at 0.39% and I’ve never not canceled for out of stock. 

[zamo-zuan]

I don't know the details of what happened, but if they said they would step in - in your favor - often times this results in initially getting a defect.

Their system is pretty much only designed to work in a specific way. So if you have a non-standard case where for example, both you and the customer are getting a refund, they have to close it in a way that gives the customer a refund. This initially is decided AGAINST you, even if they don't deduct the funds from you.

They are supposed to remove the defect right away, but they don't. And if calling back right away, they usually say they can't and give it time to drop off.

This doesn't actually happen. After a week if you call back, they will be able to immediately remove the defect.

That said, I am a little confused. Because it sounds like this happened before the 20th when it does the monthly review. But the thing is, unless they changed something, the results of the monthly review don't go in to effect until the 1st of the next month? So if Jan 20th it was decided below standard, this doesn't actually become active until Feb 1st.

Hopefully that might get you out of below standard if they remove the associated defect. But you might have to wait until next month for another view, because sadly, eBay has no way to "fix" errors in their system such as this, it's mostly automated. (This has been one thing I've often expressed should change. Anything that results in a penalty should be able to be addressed by Customer Service. With how common glitches are in their system - or silly workarounds CS does because they're functionality is limited - it's extremely unfair when you get an undeserved penalty and nobody is able to fix it)

Hope this might help you out. Otherwise, it's very hard to get rid of Below Standard, especially if you're on a 1 year review instead of 3 months. 

[wastingtime101]

---

@zamo-zuan wrote:

unless they changed something, the results of the monthly review don't go in to effect until the 1st of the next month? So if Jan 20th it was decided below standard, this doesn't actually become active until Feb 1st.

---

I'm almost positive new seller status goes into effect immediately.

However any changes to fees as a result of seller status change (discount for TRS+, extra fee for below standard, removing below standard fee when account moves to above standard) do not go into effect until the 1st of the next month which (unless I'm mistaken) was done in part because eBay moved everyone to 1st of the month billing.

[sin-n-dex]

---

@gmt_motors wrote:

Hi so it shows 3 out of 767 I’m at 0.39% and I’ve never not canceled for out of stock. 

---

The tolerance limit is 0.3% for cases closed without seller resolution. I think you also have to have at least two cases for that percentage to take effect.

C.

[reallynicestamps]

Given your product, decals, I can understand why you have a No Returns policy.

I still think it 's a bad idea.

The customer who sees No Returns often thinks you will not be helpful with problems.

(I suspect you many also have a customer base that thinks they are more competent than they are.)

So when he has a problem he goes straight to the complaint and Dispute.

Most of your decals sold for under $15.  Your complaints are well under the one percent failed transactions that is the industry standard. And I assume that your costs are comfortably lower than that.

Have you considered Cookie Jar Insurance?

This just mean putting a few pennies, maybe a dime, from each sale into a virtual Cookie Jar to use when buyers have problems.

It's self-insurance against inevitable problems.

If you think the guy is an idiot or a scammer, you can demand return before refund and use the Cookie Jar to pay for return shipping as well as the refund itself.

If the guy really has a problem (you goofed and sent an OnlyVans sticker instead of an OnlyFord sticker) you can either refund or send a replacement, using the money from the Cookie Jar.

The point is that this is business not personal. And not every sale will go perfectly.

[zamo-zuan]

---

@wastingtime101 wrote:

---

@zamo-zuan wrote:

unless they changed something, the results of the monthly review don't go in to effect until the 1st of the next month? So if Jan 20th it was decided below standard, this doesn't actually become active until Feb 1st.

---

I'm almost positive new seller status goes into effect immediately.

However any changes to fees as a result of seller status change (discount for TRS+, extra fee for below standard, removing below standard fee when account moves to above standard) do not go into effect until the 1st of the next month which (unless I'm mistaken) was done in part because eBay moved everyone to 1st of the month billing.

---

Interesting. We have not been below standard in a long time, but due to errors in their system we had an improper service metrics penalty placed upon us a year or so ago, and it definitely did go in to effect on the 1st. Thanks for letting me know!

[evry1nositswindy]

So as you have learned (the hard way unfortunately), asking eBay to step is in closing a case without seller resolution.  Never let eBay step in.  All they are going to do is refund and slap you with a defect.

Accept the return and refund once the item is returned.  If you don't want to pay for shipping, just refund.  Unfortunately, those are our options as sellers. 

[gmt_motors]

thanks all for the reply's i don't mind refunding at all in those cases they said they never got the item. even when i added tracking but lesson learned for sure.

[iamalwaysright]

---

@sin-n-dex wrote:

---

@gmt_motors wrote:

Hi so it shows 3 out of 767 I’m at 0.39% and I’ve never not canceled for out of stock. 

---

The tolerance limit is 0.3% for cases closed without seller resolution. I think you also have to have at least two cases for that percentage to take effect.

C.

---

Really? Where does it show this? If you are correct, then it makes sense that the buyer is below average for their 3 defects.

[iamalwaysright]

Oh wait, never mind haha. I totally forgot eBay evaluates your no seller resolution in two different places. I see it now. I never bother to pay attention because my percentage there is always zero.

@gmt_motors if you don’t want to wait for your defects to drop off, you’ll have to volume out your percentage by selling a total of 1001+ orders and make sure you don’t get anymore of these no seller resolution defects. The last part is easy, just refund anyone who files a case.