mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Just for a little clarity so we can better assist you. Defects happen on the Seller Dashboard. Often times sellers use the same word "defect" for Dings on the Service Metrics.
So to better assist you, we need to understand what put you below standard. Was it one of the sections of the Seller Dashboard? If so, what section or sections did you get Defects in.
If it is in your Service Metrics, was it INRs or INAD? And what percentage are you at compared to your peers?
While your feedback itself is not used in the Ebay evaluation, it can show those looking at it that some of them likely filed a claim of one sort or another. Also, there are a few that claim their item was never delivered. Those you can try to get removed if you can prove through electronic tracking that they received the item. And I think it would be worth your while to try and get some removed both Negative and Neutral.
Go to the Seller Help page. Towards the bottom of the screen you will see a place to click on to submit the feedback for removal.
https://www.ebay.com/sellerhelp/feedback?id=5566
@stainlessenginecovers wrote: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.
I get it that we do run across significant issues with Ebay Customer Service. But they aren't all bad and they aren't all 3rd party reps.
I've had Customer Service remove Defects for me in the past. Couple times when they got it wrong on shipping on time.
But you are right, it usually will not happen immediately as Ebay has an internal process that needs to happen. Before you ask, IDK what the exact process is, just know there is one.
Now when I've had this done, it typically takes time to happen. If memory serves me, it was on the next Thursday that each one was removed from my Dashboard.
Getting a Ding on the Service Metrics removed is very hard to get removed because they count INADs and INRs in their number simply because the claim was filed, the outcome does not matter for the SM.
@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.
One Defect can NEVER cause a seller to fall Below Standard. The stats simply have never worked that way in the Seller Dashboard or in the Service Metrics.
IDK what they are asking to be removed. The OP has not given details on the transaction. Unless I missed that and if so, please let me know so I can update myself. 😍
@bashort wrote: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
SOME, absolutely not ALL. If you need Ebay there are several ways to do that. Some are better than others.
On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
@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.
That defect, for whatever reason you acquired it, would not count on tomorrow's eval of sellers. Anything you got in Defects or Dings in the month of October will NOT be considered in the Eval of October 20th. I explained this process in my earlier post. Let me know if you have questions.
@abbwilliam-91 wrote:Thank you for this reply! From my understanding, when there is a defect or ding about a transaction, they go by the date of the sale, which in my case was Sept. 29th. So even though the buyer contacted eBay in October, the defect (that is getting removed) will still count since the transaction was in September. Am I incorrect about that?
You still haven't told us if it is a Defect [on the Seller Dashboard] or the Service Metrics Ding. It does make a difference.
The Defect gets recorded when the defect happens. So your Sept sale may not have a Defect against the transaction until October.
The Dings, are recorded the moment a buyer files an INAD or INR.
See none of us even after all these posts know what you are in trouble for because you haven't told us. Is it Dashboard Defects and if so for WHAT.
If it is because you have had too many Inads or INRs, you need to tell us about that.
