Seller Performance Below Standard Help

[triumph613]

Hello everyone. I am writing this message because it is my last hope to get any sort of help in fixing my accounts situation. I used to sell action figure pre orders  ( an item I did not have on hand but was scheduled for release later) all mentioned within the items description so all customers were aware of when the expected release date was. I had times where after several days or weeks of waiting a customer would ask to cancel the order and when I did cancel it for them, I would just select "out of stock" because I had no idea at the time that this would effect my seller performance level and I just wanted to get on with cancelling. Fast forward to today and now that I am trying to sell items that I have on hand, I learned I have a defect rate of 12% and my seller fees have been raised as sort of a punishment by eBay. I also cannot promote any items as another slap in the face by eBay for making that mistake.  I have tried calling and explaining the situation and even emailing several times and NOBODY helps me, everyone basically sais they will send the message to the defect rate review team and they will fix it for me and nobody does anything ever! They all lie to me and I just feel helpless as I have been with eBay for over 20+ years. Does anyone have a clue what I should do? I cant even appeal the defects because they are several months old. Thanks.

[whattheactualfox]

https://www.ebay.com/help/policies/listing-policies/presale-listings-policy?id=4252

PRESALE POLICY:

• Presale listings must guarantee that the item will be shipped within 30 days of purchase
• The date the item will be available to ship must be clearly stated in the listing
• Listings must clearly indicate in the title and description that the item is being offered for presale
• Handling time details should include the time the seller will wait to acquire the item, in addition to the time it will take to ship to the buyer

> Presale listings must guarantee that the item will be shipped within 30 days of purchase

>several days or weeks of waiting

The thing is OP, If you had pre orders for more then 30 days, then you just admitted to a policy violation, if you did. Im not accusing you of it, but it sounds like that to me....And

When a seller cancels an order for a buyer, it shows up on your record as a defect.

>If you cancel an order, it is considered a transaction defect and could affect your seller performance level.

https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136

[femmefan1946]

I would just select "out of stock" because I had no idea at the time that this would effect my seller performance level

Not knowing about the rule does not exempt you from the rule.

Two negs are not helping you get sales either.

You could consider this ID poisoned and start a new one.

You will be subject to selling restrictions for a while and also have a Hold on your payments until you prove yourself.

[luckythewinner]

---

@triumph613 wrote:

 I have a defect rate of 12% and my seller fees have been raised as sort of a punishment by eBay. 

---

It is not a "sort of" punishment.

It is an "absolutely, explicitly intentional" punishment. 

[femmefan1946]

Just as a fuss-- if the buyer requests the cancellation, there should be no Defect.

When did that change?

There is a financial penalty. EBay does not refund their 30c MP service fee and PP does not refund any of their payment processing fees.

[katzrul15]

It is a shame you did not have a separate buying ID all this time - you could have converted it to a Selling ID.

Not selling items you do not have in hand has always been a recipe for disaster for most Sellers.  Buyers are just not patient most of the time and many do not read.

[itscalledapostingid]

No one should be buying or selling anything on Ebay that does not ship within 30 days of purchase.

The Ebay platform is not designed to allow for pre-sale items that have a long delivery date.

Anyone who is not aware should look up the presale policy in help pages.

[whattheactualfox]

Im actually glad you asked! I should have clarified more on the matter.

Referring to here: https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136

and if you scroll down there is the top takeaway:

This only applies to cancelations done by the seller.

And as for you @triumph613 I would start over and have an alternate account because I have a feeling if you keep selling and have another item defect, ebay is going to terminate that account.

[fashunu4eeuh]

The ship has sailed.

Now it is time to fix the problem, as eBay is holding you accountable and will not make an exception. You are responsible for not knowing the policies that govern the site, and need to dilute your bad seller metrics numbers by selling as much as you can.

You might do some loss leaders, put stuff on sale, whatever is necessary to attract some sales. You can do this, because now you know what created the problem (and are unlikely to repeat it). Good luck and hope you are able to resolve this to your benefit.