OUT OF STOCK

[emall1000]

Items not shipped due to customer cancellation or damage have all been consolidated into "OUT OF STOCK", by ebay. this has limited my ability to promote which  has decreased my sale dramatically.

My sales ratings is bellow standard.  my feedback is 100% also 0 returns, 1 order lost at USPS , found, than delivered. 

ebay shows  1 out of stock in March and 3  out of stock in May 2023

NO LONGER ABLE TO SPEAK TO eBAY DIRECT.

[eburtonlab]

For general questions you can try asking on the discussion boards. Experienced users can offer suggestions.

Or you can use the Help & Contact link at the bottom of the page to request a call back from eBay. Use the "Contact us" link and follow the prompts for your issue and you should eventually wind up on a page with a chat option. Choose that, and the last option that appears in the chat window -- use the "See more" option -- should be "Contact an Agent" to request a call-back if you are in North America.

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851

If using the "Contact us" link takes you directly to the chat assistant window, you may have to enter some context dependent cues to get to the call back link.

Or you can contact eBay via social media:

https://twitter.com/askebay

https://www.facebook.com/eBay/

[12345jamesstamps]

I did a customer cancellation the other day and it did not affect my account.

When I have a problem with a buyer I work it out with the buyer which is what eBay wants sellers to do.

I have had about 6 situations this year in which I worked with the buyer...whether it be a refund...similar item replaced...a free item or whatever needs to be done to make the buyer happy. I really hate giving out something for free or giving a similar item that is worth so much more for lost item but it's all about making the buyer happy. Sometimes I did all three, a free item and a similar item and a refund. Always try to make the buyer happy. 

A damaged item not shipped...never happened to me but I would refund buyer and send buyer a photo of item damaged and ask buyer if they would still want it for free.

[wastingtime101]

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@emall1000 wrote:

Items not shipped due to customer cancellation or damage have all been consolidated into "OUT OF STOCK", by ebay. this has limited my ability to promote which  has decreased my sale dramatically.

My sales ratings is bellow standard.  my feedback is 100% also 0 returns, 1 order lost at USPS , found, than delivered. 

ebay shows  1 out of stock in March and 3  out of stock in May 2023

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Hey @emall1000 . There are 4 reasons a seller can cancel an order:

1. Buyer asked to cancel

2. Out of Stock or Damaged

3. Problem with buyer's address (this will not appear for eBay International Shipping orders)

4. Buyer didn't pay (this will only appear on unpaid transactions after 4 days)

You mentioned "customer cancellation" - if the buyer asks to cancel then you should be using the reason "buyer asked to cancel" when submitting the cancellation.

You mentioned both damaged and out of stock - those should be cancelled the way you have been handling it as "out of stock or damaged" which, unfortunately, results in a serious account defect. eBay takes very seriously a seller's inability to ship an order.

You mentioned an item lost by USPS - that is typically handled when the buyer files an item not received request, not a seller cancellation. If you need to refund in this scenario without the buyer filing an INR then you don't have to cancel. Just go to the transaction and select "send refund" choose the reason "other" and in comments write USPS lost package, then send a full refund.

It's going to be very important to lift your account out of Below Standard status to avoid permanent suspension.

I suggest reviewing some of the pages on seller performance:

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

https://www.ebay.com/help/selling/seller-levels-performance-standards/seller-levels-performance-stan...

https://www.ebay.com/help/selling/getting-paid/sellers-can-cancel-order?id=4136

https://www.ebay.com/help/selling/managing-returns-refunds/refunding-buyers?id=5182

https://www.ebay.com/help/selling/managing-returns-refunds/help-buyer-item-didnt-receive?id=4116

[lacemaker3]

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@wastingtime101 wrote:

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@emall1000 wrote:

Items not shipped due to customer cancellation or damage have all been consolidated into "OUT OF STOCK", by ebay. this has limited my ability to promote which  has decreased my sale dramatically.

My sales ratings is bellow standard.  my feedback is 100% also 0 returns, 1 order lost at USPS , found, than delivered. 

ebay shows  1 out of stock in March and 3  out of stock in May 2023

---

Hey @emall1000 . There are 4 reasons a seller can cancel an order:

1. Buyer asked to cancel

2. Out of Stock or Damaged

3. Problem with buyer's address (this will not appear for eBay International Shipping orders)

4. Buyer didn't pay (this will only appear on unpaid transactions after 4 days)

You mentioned "customer cancellation" - if the buyer asks to cancel then you should be using the reason "buyer asked to cancel" when submitting the cancellation.

You mentioned both damaged and out of stock - those should be cancelled the way you have been handling it as "out of stock or damaged" which, unfortunately, results in a serious account defect. eBay takes very seriously a seller's inability to ship an order.

...

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@emall1000,  @wastingtime101  is absolutely correct, but I wanted to give a bit more explanation about "customer cancellation".

If you cancel a transaction with the reason " Buyer asked to cancel" but the buyer contacts eBay customer service and denies this, if the buyer says that they did not ask to cancel the transaction, then the reason for the cancellation will be changed to "Out of stock or damaged", and the seller will get a defect.

This is because unfortunately, when some sellers run out of items or find that the only items left in the warehouse are damaged or unsuitable to sell, they would tell the buyer that the items were damaged and ask if the buyer wanted to cancel instead of honestly using the correct reason "Out of stock or damaged".  If the buyer complains to eBay about the bad buyer experience, then eBay takes appropriate action, changes it to the correct reason, and gives a defect.

If the buyer agrees to cancel when the seller asks, that is not the same thing as if the buyer asked to cancel in the first place.