I just learned something new today after it cost me to go from TOP RANKED to ABOVE STANDARD

[diabill]

TRINTON @EBAYHelp Please

I just learned something new today after it cost me to go from TOP RANKED to ABOVE STANDARD.
When you list an item on EBAY, you can offer both shipping and local pickup in your listing. If a buyer pays online he chooses what he wishes to do and pays accordingly and their is a record of it. If the buyer picks it up and pays cash EBAY has no way  to know if you mailed it or if the item was picked up so it defaults to SHIPPING and that means you get a defect because you can not provide a tracking number.

I had a customer that over approximately 45 days bought 80 items. As he purchased the items I sent out invoices to him that showed only the local pickup option at no charge. He received 6 different invoice of which all showed Shipping and handling via Local Pickup 0.00. He finally picked up all 80 items and paid me cash for them. I then marked the first invoice paid and went to the drop down to click on Item picked up and it was not there.

I then marked the item unpaid and called EBAY for assistance. A supervisor said to mark all payments as paid and put a note on each item that they were picked up so there is no tracking number. So I did that.

When the rankings came out. I had dropped to above standard. I appealed and finally after many discussions they told me today that because their records show that the customer wanted shipping. I stated that there were EBAY messages where we discussed picking the pins up. They said it made no difference and that I would remain ABOVE STANDARD until they drop off in 90 days. They said that their records indicated that they wanted the items shipped.

I asked how a person paying cash and wanted to pick their items was suppose to let EBAY know and the supervisor said he did not know. Their was nothing they could do to change it to local Pick Up.

I asked to speak to someone over her and she said no that their was no one over her I would just have to live with it.

So remember if a customer picks up an item from you that offered both shipping and local payment and pays you cash when they pick it up you may get a defect for each item and EBAY will do nothing to fix it.

Thank you EBAY for a great start to 2020!!!!

[mam98031]

I'm very sorry this happened to you.  I don't have any information that might be helpful to offer you, but maybe someone else will.  

May I ask how often you review your Seller Dashboard?

[mtgraves7984]

You should have received a message (or two) from eBay that your account was in peril of falling to Above Standard and giving you a 'grace period'; the first should have come a month-and-a-half ago. 

Did you receive those?

[chapeau-noir]

trinton@eBay 

[diabill]

I review it daily 

I have been talking to them since the customer picked up the items on 12-16-19

Had promises of call backs that did not happen Also had a promise that they would take care of it.

Finally got flat turned down today and told there is no one else I can talk to for help.

[mtgraves7984]

@mam98031, "somebody else" here...

@diabill 

I was in peril of same, due to my numbers 'Tracking Uploaded and Validated', which must be at or above 95%.  (I think all TRS sellers have a 90-day lookback period.) I received eBay messages telling me of my 'Grace Period' on 11/26 and on 12/26, following the monthly 'check' on the 20th of each month. (The 'checks' look back at numbers from the prior month's end.) If my number wasn't proper, my rating would fall as of end of business 12/31.

I'm happy to report that I'm back at TRS (and feeling a full inch taller! LOL)... slipping under the wire at EXACTLY 95%. I was checking my Dashboard twice-daily, crunching numbers, sending offers and slashing prices to get LOTS of stuff shipped by 12/31. I thought (and still think) that there would have been no 'do-over' until they look again on 1/20. My situation is different in that I was relying solely on ME and not eBay C/S.

With all that being said, as a small seller that does not offer free, 1-day s&h, I can't see that I gain anything more than a bit of negative feedback protection and a shorter 'lookback' period (for the statistics) from my TRS status. (I'm not big enough to benefit from the piece of a percent reduction in fees.) If you are more severely impacted, then I really feel for you.

I KNOW you can get it back... I hope you can get it back NOW.

[diabill]

Thanks.

Yes I will get it back but pushing hard to get it back now.

Would not have had this problem if when I called EBAY the day the customer picked up his pins and paid cash EBAY had helped me out. All I needed was the item in the dropdown that says item picked up. It should have appeared. When it did not they should have been able to do it on their end

Oh well I have a few other ideas to try

Have a great 2020!!!!

Bill

[mtgraves7984]

@diabill, @mam98031 

Afterthought... my 'lates' were incurred late Sept/early Oct after signing on with Managed Payments and not having immediate funds for shipping (not being cash 'flush'... let's call a spade a spade), and I had to re-do my whole selling process to catch up. I can't imagine how to help you if you can't upload tracking and can't get 'picked up' to drop down... maybe mark 'shipped' and have the buyer leave feedback before he leaves the premises? Hmmm... Necessity IS the Mother of Invention.

As I'm typing, I've just sold a ball cap way too cheap. Thank you for reminding me that Black Friday is over! I gotta get busy!

[fashunu4eeuh]

@diabill 

“...So remember if a customer picks up an item from you that offered both shipping and local payment and pays you cash when they pick it up you may get a defect for each item and EBAY will do nothing to fix it.”

Hi, sorry to hear about your trouble.

Just wanted to clarify, there are only two ways to get a defect on eBay—seller initiated transaction cancellation, and Money Back Guarantee cases closed without seller resolution. From the policy pages:

https://www.ebay.com/help/policies/selling-policies/seller-performance-policy?id=4347

“The transaction defect rate is the percentage of your transactions that have one or more of the following defects:

• eBay Money Back Guarantee and PayPal Purchase Protection cases closed without seller resolution
• Seller-initiated transaction cancellation“

If you received defects for anything other than those two scenarios, eBay has made a dreadful mistake on your account.

[chapeau-noir]

In the meantime, just keep going. I used to go between top ranked and above standard all the time when I was a seasonal seller (because I'd stop selling enough to maintain it, or I'd quit for three months or whatever), and I never saw that it make a difference in my sales. I was more interested in the shipping discount, actually.

[diabill]

You are correct. My Defects are at zero.

It is my Tracking uploaded on time & validated is what the problem is. It is now at 85.38%

That is what I am upset with

Sorry for the error on my part

Thanks for bring it to my attention

Have a great 2020

Bill 

[mam98031]

@mtgraves7984 

Most stats that we are eval'd on are a 90 day look back for sellers with 400+ transactions in the period.  For those that don't meet that requirement the look back is 12 months.

The exception to that is on anything related tracking / validation.  That is 90 days for all of us.