eBay

ul-amin-ind · ‎12-07-2020

Hi,

We have been selling on eBay for around 6 years now but have not faced such issue, we ship goods through economy shipping so there are item not received cases open, we assist buyers and cooperate with them, if the buyer is not willing to cooperate we even refund the amount if the goods are not delivered.

But since past 2-3 months, the cases are automatically getting escalated, there are several buyers that confirmed that they did not escalate the case as we already satisfied them. Any case that gets escalated is being counted as a defect in our performance, although we refund the buyer right away when the case is escalated but even then the case counts as a defect, we have been top rated for over 5 years now but the current performance is going below standard in US as well as Globally, the sales have dead dropped already.

We contacted ebay several times about this but we do not get any proper answer, most of the times its just a copy pasted reply, very hardly any good representative removes a defect upon insisting them that it should not count in the performance.

Is anyone else having same issue? Is it a technical error in ebay's system? What is the solution?

elabeauty_001 · ‎12-07-2020

Me too dear . It is so frustrating. You refund and get the defect 😞😞 ebay has to fix it immediately

caldreamer · ‎12-08-2020

When Buyer opens claims "DID NOT RECEIVE" item....I believe you have deadline of 2-3 days to issue refund. After that BAY will step in and automatically give Buyer refund and you will get a defect for not acting quick enough.

ul-amin-ind · ‎12-08-2020

Well in my 6 years experience, customer has about 30 days to escalate the case to ebay, during this time if the customer receives the good, he closes the case, if he is satisfied with the sellers communication, he won’t escalate the case and ebay never escalate the case themselves unless the buyer escalates himself.

And FYI, when the buyer escalates the case, before ebay makes a decision, you have an option to refund the buyer so the case does not count in your performance, this is how it used to work.

riverbanklane · ‎12-08-2020

welcome to the new ebay aint it great

portkoop-0 · ‎12-08-2020

I will say this, even if I see the parcel moving towards the buyer in tracking, if it's 5 minutes before midnight the day of the INR deadline I issue the refund because otherwise the case will escalate and I will get a defect, even if the buyer doesn't escalate it because I waited until past the deadline.

I don't even ask my buyers not to escalate, I issue the refund before the case expires.

And I've watched packages track "delivered" hours later, too.

Sometimes it's about picking which battle I want to lose because I have several but I can only fight one.

So the balance to be considered for me is do I want to pay the penalty or do I want to pay the refund?

Here's where our seller account stands, and believe me we've had more than a few INR's lately...