Seller Performance Policy Question-Cases Closed Without Seller Resolution

[kellyandcharlie]

I am hoping that someone will have some actual insight into this issue. I currently have 3 defects that are affecting my cases closed without seller resolution category under my seller performance review. 

I called Ebay and had one of those defects removed, as it is within the 90 days period to appeal it. The other 2 will remain on my account.

Now in the Ebay Seller Performance Policy it states as I quote directly:

"Here are the minimum case requirements all sellers are expected to meet. The percentage requirement applies after the account has exceeded the maximum number of occurrences.

Cases closed without seller resolution, percentage requirement 0.30%, maximum number of occurrences 2

"

If I am reading this correctly, the percentage requirement of 0.30% of cases is not a requirement as long as your maximum number of occurrences in the category of cases closed without seller resolution does not exceed 2. So because I currently have three the percentage requirement is in effect and I sit at 6.67% (3 out of 45 transactions). When the third defect is removed from my account I will be at 2, the maximum number of cases, and will no longer be exceeding it. Does this mean that I will no longer have the percentage come into play until I exceed the maximum number of occurrences again with three cases?

[paradiso*bella*a*venire]

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@kellyandcharlie wrote:

I am hoping that someone will have some actual insight into this issue. I currently have 3 defects that are affecting my cases closed without seller resolution category under my seller performance review. 

I called Ebay and had one of those defects removed, as it is within the 90 days period to appeal it. The other 2 will remain on my account.

Now in the Ebay Seller Performance Policy it states as I quote directly:

"Here are the minimum case requirements all sellers are expected to meet. The percentage requirement applies after the account has exceeded the maximum number of occurrences.

Cases closed without seller resolution, percentage requirement 0.30%, maximum number of occurrences 2

"

If I am reading this correctly, the percentage requirement of 0.30% of cases is not a requirement as long as your maximum number of occurrences in the category of cases closed without seller resolution does not exceed 2. So because I currently have three the percentage requirement is in effect and I sit at 6.67% (3 out of 45 transactions). When the third defect is removed from my account I will be at 2, the maximum number of cases, and will no longer be exceeding it. Does this mean that I will no longer have the percentage come into play until I exceed the maximum number of occurrences again with three cases?

Thats it in a nutshell, when the third has been removed, or you somehow obtain a huge jump in transactions that offsets that percentage. Either or

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[this*old*attic]

I’m curious why you’re getting so many seller resolution demerits?

You might have gotten one removed, but this could harm your account status if there are repeats.

[pjcdn2005]

Right. To go over the maximum allowed you need to have more than 2 defects AND be over .3%.

[luckythewinner]

I think you have it right ...

... as long as you change "When the third defect is removed" to "If the third defect is removed". 

[darmurr65]

 I currently have three the percentage requirement is in effect and I sit at 6.67% (3 out of 45 transactions).

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Wow.... that's a lot

[gamersbaystore]

That's not good, you don't even want 1, much less 3. Having cases closed without seller resolution often, but not always, means yours buyers are seriously angry for some reason, and that's not good either.

It used to be 3 strikes you're out! I'm not kidding, that's how it was when I first started selling here a decade ago. ebay's stance has always been to kick out sellers who don't meet the expectations of buyers.

To avoid cases closed without seller resolution, you need to be willing to make concessions when buyers are not happy. That may mean accepting a return, or refunding when an item is damaged.

I don't hassle my buyers at all, if they aren't happy, neither am I. I will accept a return for any reason, and because of this, I don't have to worry about getting defects for cases closed not in my favor.

Its been almost a decade since the last time I had a case close not in my favor. I accepted the defect out of matter of principal after a buyer returned something totally different than what I sent and ebay refused to help. That was the only time I can remember. Ironically, the buyer was kicked out not long after and the defect removed.

[kellyandcharlie]

Thanks all for your help. I have been on Ebay for years and have been selling for about 3-4 years. I don't normally have issues with cases being opened against me. I feel like Christmas is an suspect time for scammers and I had three cases opened against me in the month of December of last year. I didn't do a lot of transactions last year because I was focused on other things in my life.

I am completely aware of the detriment of these cases to my account and the overall Ebay community and would have gladly accepted returns through the Ebay system. I was in communication with each of the buyer's on those three cases. 

Each time I tried to refund directly, Ebay would show an error as though it would not connect to Paypal properly. Before I could get this resolved, each of the cases expired and Ebay closed them without my resolution. I should have gotten them all removed, but I got preoccupied with a few things and let the first too slide. I didn't even think a few were a big deal. Now I know never to go over two and when they fall off this year, I won't let it happen again.

I chatted with an agent and he says to expect the third one to be removed by Friday of next week but it worries me as the wednesday of the following week that one will have reached 90 days too. I just hope they don't give me a runaround and actually remove it before they say that one is also over 90 days and they can't do anything.