Going Below Standard when Defect was Removed

[abbwilliam-91]

Have any other sellers had this issue? I had a buyer open a request the day before seller performance is reviewed (long story short, they are in the wrong). I chatted with a wonderful customer service rep who reviewed the situation and got the defect removed from my account, but because it takes 3-5 days to “officially” remove the defect, my account will now be below standard next month for something eBay agreed wasn’t my fault. According to the customer service rep, it is not possible to manually override my account to Above Standard even after the defect is officially removed. This is not the first time this has happened to me, and it seems wrong eBay’s side. Customer service reps should have the ability to manually override someone’s standard since they are actual humans reviewing these things on a case-by-case basis. Like many of us, my eBay business is how I feed my family, and being Below Standard greatly impacts my sales. If you have been in this situation, is there someone you were able to escalate it to in order to fix the situation? 

[stainlessenginecovers]

That rep will not be able to remove the defect because any rep that you talk to on the phone are the 3rd Party Reps that do nothing, know nothing and simply lie about whatever just to make you feel warm and fluffy. 

The whole 3-5 days is just a way to get you off the phone. 

[bashort]

Most likely that "wonderful  customer service rep" told you whatever they thought you wanted to hear and the defect will remain.

[hotwheelsbum]

You're worried about 1 Defect that has put you Below Standard on your metrics when you should be concentrating more on the 10% NEGATIVE and NEUTRAL averages MONTHLY on your account. 

134 Feedback over the last 30 days, AND 14 Negatives and Neutrals. 

You have earned your Below Standard. Work on becoming a better seller, and the rewards will follow. No one is going to overturn this for you, nor should they. 

[bonanza125]

"If you have been in this situation, is there someone you were able to escalate it to in order to fix the situation?"

Yes I have and there is nothing you can do. You need to wait til the next month. 

"Customer service reps should have the ability to manually override someone’s standard since they are actual humans reviewing these things on a case-by-case basis."

Unfortunately they can't. Now you know.

[bashort]

customer service reps that cherfully tell the customer whatever that they want to hear  to end the call with no ability to change anything is widespread, it is becoming the industry standard in large companies

[ebooksdiva]

---

@hotwheelsbum wrote:

You're worried about 1 Defect that has put you Below Standard on your metrics when you should be concentrating more on the 10% NEGATIVE and NEUTRAL averages MONTHLY on your account. 

134 Feedback over the last 30 days, AND 14 Negatives and Neutrals. 

You have earned your Below Standard. Work on becoming a better seller, and the rewards will follow. No one is going to overturn this for you, nor should they. 

---

Unless the seller is outside the United States feedback  is not counted against a seller in service metrics or seller dashboard. It’s all about shipping getting scanned on time, items shipped within handling time, cases closed without a seller resolution. On service metrics sellers get defects for INRs and NAD regardless of outcome of any returns or INR cases. 

[gloryglorygifts]

Your buyers can't see your seller rating from ebay, but they can see those 46 negs and 27 neuts on your feedback for the last year. That will greatly impact your sales. Sorry, but it looks like you deserve that defect and will have to do better for your customers or your selling privileges will cease to exist.

Good luck to you.

[hotwheelsbum]

---

@ebooksdiva wrote:

---

@hotwheelsbum wrote:

You're worried about 1 Defect that has put you Below Standard on your metrics when you should be concentrating more on the 10% NEGATIVE and NEUTRAL averages MONTHLY on your account. 

134 Feedback over the last 30 days, AND 14 Negatives and Neutrals. 

You have earned your Below Standard. Work on becoming a better seller, and the rewards will follow. No one is going to overturn this for you, nor should they. 

---

Unless the seller is outside the United States feedback  is not counted against a seller in service metrics or seller dashboard. It’s all about shipping getting scanned on time, items shipped within handling time, cases closed without a seller resolution. On service metrics sellers get defects for INRs and NAD regardless of outcome of any returns or INR cases. 

---

I know how it works, but with the "Buyers Experiences" we see on this Sellers Feedback we see "out in the open", just saying ebay should not be rewarding this Seller for anything, nothing at all, like in overturning this defect to boost her Sellers Standards "behind the scenes". 

That's like having a screaming bratty little kid making you look bad, embarrassing you out in public, then rewarding that bratty little embarrassing brat by giving them a Cookie as you walk in the door, "behind the scenes", when you get home. No, send that Brat to their room. Make that kid earn the cookie. Be nice out in public, IE, get these issues Seller is having with these Buyers under control, then maybe we'll reward you with a Cookie behind the scenes, as in overturning this Defect. Seller wants the Cookie just given to them DESPITE this Feedback. Seller needs to earn that Cookie, starting with getting all these issues resolved that has caused this Feedback. 

[babyers88]

I don't know what to say if I had feedback like that I would be in a terrible situation which would require me to take critical corrective measures or risk loosing my account, actually I would probably already be kicked to the curb
I would need to change my shipping practices
I would need to improve my communication skills
I would need to improve my product inspection and testing to insure my products are as described
then pray a lot and try not to make even a single tiny mistake.

[abbwilliam-91]

I am getting the defect removed- that is not the issue. I have great success with eBay’s customer service getting defects removed when needed- the issue I am having is since the defect was put on the day before the Performance Review, I am still going to be Below Standard EVEN THOUGH eBay is removing the defect because when they looked at it, they realized the buyer was in the wrong. Yes, I am working on better feedback and all that, which is beside the point; the point is that if a defect is put on and removed the day before Performance Review, a seller should remain where they were prior to the defect regardless of what day/time of the month it happened.  

[stainlessenginecovers]

---

@abbwilliam-91 wrote:

I am getting the defect removed- that is not the issue. I have great success with eBay’s customer service getting defects removed when needed- the issue I am having is since the defect was put on the day before the Performance Review, I am still going to be Below Standard EVEN THOUGH eBay is removing the defect because when they looked at it, they realized the buyer was in the wrong. Yes, I am working on better feedback and all that, which is beside the point; the point is that if a defect is put on and removed the day before Performance Review, a seller should remain where they were prior to the defect regardless of what day/time of the month it happened.  

---

Your feedback needs much more than 'you're working on it'.

You need explanations (replies) that make sense.

Why are things counterfeit?

Why are things late?

Why are you using DHL if you are in the USA?

[abbwilliam-91]

Wow, you’re a joy. Considering this conversation isn’t useful to the thread since feedback does not affect Seller Performance, and you are totally missing the whole point of the post, I will end it here with you. Thanks! 

[reallynicestamps]

It's been my observation that, while feedback is not used by eBay to assess member accounts, negative or neutral feedback is often left by buyers who do not know how to open a Claim and get a refund for a bad transaction.

All those negs and neutrals hide many many more unhappy customers who did get their money back. 

[mam98031]

@abbwilliam-91 

Seller evaluation are ALL done on the SAME schedule.

We are ALL eval'd on the 20th of each month for the period ending the previous month and the findings go into affect the 1st of the following month.

So the eval that happens for sellers TOMORROW will be for the period ending September 30th.  The findings of the eval will become effective on November 1st.