Seller Defects, eBay Incompetence

[mdhavey]

I have now contacted CS twice by phone, and received two emails that directly contradict what the CSR told me on the phone.

I received a "seller defect" because eBay says I shipped an item late. The item sold Dec. 26 and was shipped January 3. The fact is, and is documented on the Buyer's Note and in messages, she requested I delay shipping until Jan. 3.  So I shipped it on Jan. 3, THE EXACT DAY THE BUYER REQUESTED. 

Of course, I got a Seller Defect due to late shipping.

A phone CSR agreed that I was correct to ship when the Buyer requested, and sent notes and the documentation to the "defect team". A day later I got a boilerplate email from the "defect team" stating they could not remove the defect because I shipped the item late. Duh.

A second call to a phone CSR who quickly found the documentation, and said he would, again, contact the "defect team" with proof of late shipment due to the buyers request.

A day later I get another boilerplate email from the "defect team" adamantly saying they would not remove the defect because the item clearly shipped late.

Is ebay really this disorganized, incoherent, and downright incompetent? Are we really supposed to ignore a Buyer's request in order to not receive a "defect", thus incurring a negative review from the Buyer?

[m60driver]

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@mdhavey wrote:

I have now contacted CS twice by phone, and received two emails that directly contradict what the

Is ebay really this disorganized, incoherent, and downright incompetent? Are we really supposed to ignore a Buyer's request in order to not receive a "defect", thus incurring a negative review from the Buyer?

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The short answer is yes to all of the above.  That being said, Ebay can set their rules and the rules say you ship within your time window.  The buyer can always arrange a mail stoppage, at least with USPS.  The other option is to request the buyer to cancel the order and then relist it at the later date.

By the way, I had a buyer request a delay in shipment.  I contacted Ebay and the CS agent I spoke to did something that allowed me to follow the buyers request without penalty.  But it is really just a coin toss how much competence you get when contacting CS, not just with Ebay but with every friggin' corporation out there.  But by my reckoning, even an incompetent CS agent is better than a chatbot.

[dhbookds]

I received a "seller defect" because eBay says I shipped an item late. The item sold Dec. 26 and was shipped January 3. The fact is, and is documented on the Buyer's Note and in messages, she requested I delay shipping until Jan. 3. So I shipped it on Jan. 3, THE EXACT DAY THE BUYER REQUESTED.

Of course, I got a Seller Defect due to late shipping.

I'm curious as to why you would think you shouldn't get a defect?  How did you expect ebay to KNOW what the buyer requested?   Obviously, you knew the defect was coming.......

For future requests like this.........as said, best thing to do is cancel the sale, telling the buyer according to ebay rules you would receive a sanction if you mailed late.....tell them you will relist with an extended handling time and they can rebuy.............  that stops all the after machinations trying to get the defect removed and saves angst.......  will cost 30c because of the nonrefundable fee, but will certainly be easier that all the calls, etc.        

[luckythewinner]

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@mdhavey wrote:

Wow. Who knew that following a buyers shipping instructions, to delay shipping because they wouldn't be home over the holidays, would be "detrimental to my account"?

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Anyone who read eBay's seller performance standards. 

[homeoftechandbeauty]

OMG if I could tell you the NIGHTMARE that has been the “Late tracking- no carrier scan” metrics. I’ve now (spoken to 9 diff people for a total time wasted being 24 hours)  in being transferred, agreed with and ultimately; being told they would ESCALATE my concern and 24/48 hours from NEVER they would contact me. 

Eventually someone got back to me & they’re advice was “trying selling more and it will get better.”

FIRST OFF- let me explain- I had FOUR LATE TRACKING UPLOADS!! FOUR!! Also, it’s the ONLY METRIC that is removing my  TSR…. By 0.5%!!! I have 94.5%! Those 4 tracking uploads- were SOLD ON A FRIDAY & SHIPPED on a Monday. NOT TO MENTION for 2 of those sales, I had a major seizure that landed me in the hospital for most of the weekend & I STILL got the packages out on Monday morning. I have hospital letters, usps receipts- everything. Guess who cares? NO ONE! Even having all this proof- the people who “reviewed” my account STILL REFUSED to remove them.

If they even removed the 2 for being in the hospital - I would be 2.02% higher than the 94.5% BULL**bleep** I have now. Being that it’s the ONLY REASON I’m losing TSR …. There’s no words to even describe how I feel.  “Try selling more and it will help your tracking uploads.” They said to me. YOu know what would help me? 

IF PEOPLE STARTED CARING & TREATING ME LIKE A HUMAN!

I get it. I know how you feel. I’ve been a seller for 16 years- unfortunately, the tide has REALLY changed around here. I have a 1 business handling day for a reason. 

Hahah i have to stop talking about it now before my head explodes. My evaluation is January 20- I’ll probably lose it.  0.5%….. The TAKE-AWARE from EBay’s response to me and I verified their ridiculous statements responding with an Email just summing up what they were telling me

“Let me just verify what you’re saying to me.”

SATURDAY AND SUNDAY ARE NOW CONSIDERED BUSINESS DAYS & YOU BETTER BE NOTHING SHORT OF DEAD … OR SHIPPING THINGS LEFT & RIGHT - Ebay should be ashamed 

[gracieallen01]

“Let me just verify what you’re saying to me.”

SATURDAY AND SUNDAY ARE NOW CONSIDERED BUSINESS DAYS & YOU BETTER BE NOTHING SHORT OF DEAD … OR SHIPPING THINGS LEFT & RIGHT - Ebay should be ashamed

Well, ebay doesn't have its own delivery fleet, warehouses and 'dwarfs', ah, staff, so the next best thing, whip the sellers into action and have them working 24/7 packing an shipping, or else.  Can't let Amazon get too far ahead, too soon.

[mdhavey]

Here we go again. After 15 hours I got this reply from the Facebook chat:

"I am so sorry to hear about this delay in our response. I am happy to help. I have now submitted a request to a specialist team to review this defect and see if we can have it removed. They should be emailing me back within a few business days. I don't handle these kinds of defects and so I don't have an answer for you yet but it would make sense that if the buyer wished the shipment be delayed we would protect you because your just doing what your customer wanted.

He gets it. We'll see what happens.

[mdhavey]

And the latest:

"I just found out that the defect removal report I just filled out only get's removed on the 12th of the month, where I thought they did it at least once a week."

[shado-x]

Isn't that a bit strange? You need to go through Facebook or Twitter to get a real ebay employee?

Use the chat module associated with your account on eBay's website, from which there is a transcript.

[shado-x]

A day later I get another boilerplate email from the "defect team" adamantly saying they would not remove the defect because the item clearly shipped late.

Did the OP wait to purchase a label until Jan 3?  Or did the OP purchase a label on Dec 26, and then shipped it on Jan 3?  If the OP waited to purchase (or generate a label for FedEx or UPS) until January 3, I'll bet that's why he's getting the controversy.

[mdhavey]

My post office says they will reject a package if the label is more than 3 working days out of date. Purchaser requested an 8-day shipping delay.

[yuzuha]

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@homeoftechandbeauty wrote:

SATURDAY AND SUNDAY ARE NOW CONSIDERED BUSINESS DAYS & YOU BETTER BE NOTHING SHORT OF DEAD … OR SHIPPING THINGS LEFT & RIGHT - Ebay should be ashamed 

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They are not. I have a three-day handling time; I made a sale on Wednesday the 12th at 11:53 PM PST. It does not have to be shipped until tomorrow, the 18th, because Saturday and Sunday do not count as business days.

[nuevoanoya]

OMG i am going through same thing, I sat there and typed out a whole paragraph, ON CHAT, and the guy said ok we will update you in 24 hours and we will try to get the FB removed.  There was NOTHING whatsoever about FB in my comments, I was talking about defects.  ALL OF US SELLERS know how incompetent the postal system has been lately, so why are we getting punished for that?  I have 2 late shipments that I never even heard anything about and I had no clue I even had defects until someone explained to me about them.  I know that I am not getting 250 free listings either like i am supposed to either.  I have noticed no one really cares about your issues really, they seem to be just trying to pacify and get me off the chat.  I appealed 2 of the late shipments and was denied having them removed.  Today I had Ebay to charge me "extra shipping" as well.  It was more than 1.00 added to like 3 or 4 of my recent last sales.  No one could explain that to me either.  They charged it to my account and the labels had already been printed off and items sent out.  So why was I charged extra shipping on them, they were not applied to the items because the items were mailed out day or two ago already.  Also I have 6 sales I had to cancel due to heavy rains and tornado weather in my area recently.  My shed window got blown out and a tub of my items got ruined.  There was no way I could go through with the sales, I contacted each and every one of my bidders, they were nothing but thankful so I know no one complained about it.  So why am I still, months later being punished by things that were 100% out of my control?  Someone please talk to me .  I am a new seller and already i am so discouraged by the way I am getting treated.  There has got to be some way to get my issues taken care of but how? I have chatted on these things multiple times, only to hear the same over and over, wait 24 to 48 hours and we............. that is all i get.  Nothing is being done.  It is not our fault, as sellers that the postal system is being the way they are.  What about it sellers????

[rugerskick]

Another example of ebays unfriendly, punitive atmosphere to sellers.  In this case there is documentation between seller and buyer agreeing to ship item later than normal, ebay recognizes but still punishes the seller.

This is what I am talking about being fundamentally wrong about this place.

They actively dislike sellers.  They removed Chris L who sold a ton of merch and they made a lot of money from, for no violations.  Biggest youtube cheerleader and optimist for them.

[rugerskick]

This is one of the fundamental flaws of ebay.

[rugerskick]

I have had this occur as well.

Buyer bought an item, then after mentioned he was coming to town that weekend and could he meet somewhere to pick up?  I agreed trying to accomodate him. Went off without a hitch.  However i couldnt close out the order properly because it wasnt originally listed as a local pickup item.  So I got a late shipping item ding.  My only one ever.

They would not remove it.

This is the hyper-punitive side of ebay which is a tremendous flaw in the system.  If you are  doing something to improve the buyer experience, they should not punish you. They recognize and admit to you you are doing good and helping the buyer out, but they won't clear up any negatives it may bring against your account.

As it was my only one, it didnt damage my account. Its an irrelevant point because they would not have done anything if it did harm my account.

Heres why this is a problem.  Ebay says they want to improve the buyer experience so they come back.  I did that, I gave them a good experience.  Yet my account gets slammed for doing so by ebay, and they refuse to help ME out when technically the item didnt ship late, it was already in the buyers hands, I put it there personally. No one cared to correct a non-problem fake defect for me.