Late Delivery Defects due to winter storm are not being removed

[noesatticonline]

We have about 200 shipments that were delayed by USPS and UPS closures in Houston from 1/20-1/23 (the period covered under the eBay announcement) that are being flagged as late deliveries. Defect Appeals are coming back denied-since we didn't get a scan from the closed USPS and UPS offices and tracking shows they were delivered late by those same closed offices. Any suggestions? Our shipping defect rate has doubled in the last 72 hours just based on the incoming defects. 

[mam98031]

Try again.  They don't always get it right on an appeal.  Sorry but true.  Try Facebook.

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

[wastingtime101 · Accepted solution]

Hi @noesatticonline . Please do not waste a second of your time contacting CS.

The process is entirely automatic with no need to contact CS or request adjustments.

Generally what happens is: after the weather event ends eBay applies protections to impacted sellers. Protections are usually applied the month after the storm and will be reflected on your account before the evaluation on the 20th.

The eval Jan 20th covered transactions through Dec 31. The eval on Feb 20th covers transactions through Jan 31st.

If you're in a region that qualifies for protections from a January weather event, you will see those protections automatically applied by Feb 20th (frequently just a few days prior).

For future weather events I suggest making use of the tools eBay offers to assist sellers, namely the Time Away setting. General info on that below.

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Here's the page about Time Away settings:

https://www.ebay.com/help/selling/selling-tools/time-away?id=5137

If you allow sales while away, make sure you read all the exclusions carefully.

Plan to have any auctions or offers end a week before you leave.

There's an option to set up an out of office auto-response within the Time Away settings.

Keep in mind you're still responsible for handling any return requests, claims or payment disputes that are filed while you're away.

Editing that darn typo.