Seller Rating Problem when Items Shipped but not Delivered

[2james_cards]

Our ebay rating went down despite 100 percent 5 star ratings from buyers.  It looks like the negative rating happened due to ebay issuing refunds for items shipped and tracked but not delivered.

We wanted to give as much time as possible for a Shipped and Tracked item to be received by the buyer, but after over 200 transactions, 3 were never delivered.  

1) How can we avoid this issue in the future?

2) How can we avoid hurting our rating when this happens?

3) Is the best response to maintain a high rating for us to issue a refund immediately?

4) We think our mistake was letting ebay issue the refund when the item was not delivered, but do we avoid the negative rating if we actually issue the refund so that ebay does not need to get involved.

[2james_cards]

Oh, and is there any way to correct the rating issue now that ebay stepped in to issue 3 refunds?

[cityslickercreations2004]

I am assuming the buyer(s) opened INR cases which would put the non-deliveries on ebay's radar.

" 1) How can we avoid this issue in the future? 

2) How can we avoid hurting our rating when this happens?

3) Is the best response to maintain a high rating for us to issue a refund immediately?" 

   Stay proactive. If a buyer inquires about not receiving an item, immediately open an inquiry with USPS, FedEx, etc. Then let the buyer know. Offer a conclusion date for a refund. If a buyer does not want to wait then just refund.

4) We think our mistake was letting ebay issue the refund when the item was not delivered, but do we avoid the negative rating if we actually issue the refund so that ebay does not need to get involved.

   Two part question. A buyer can trounce you even if the transaction goes perfectly. Thankfully, most buyers are not interested in extra drama and will leave appropriate or no feedback. As long as the feedback doesn't violate policy it stays on your account for 1 year.

Letting ebay get involved.... There is a lot of chatter from ebay that they are here to help you (seller.) Sometimes they will help, other times not so much.

You are better served to come here with an issue rather than ask ebay.

[kensgiftshop]

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@2james_cards wrote:

4) We think our mistake was letting ebay issue the refund when the item was not delivered, but do we avoid the negative rating if we actually issue the refund so that ebay does not need to get involved.

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Yes, you need to issue the refunds without Ebay getting involved.

When they have to get involved, it's not good for the seller.

[dhbookds]

4) We think our mistake was letting ebay issue the refund when the item was not delivered, but do we avoid the negative rating if we actually issue the refund so that ebay does not need to get involved.

Bingo.........there's your answer.  If ebay refunds, that's an automatic "Seller didn't handle"  defect......  Need to refund before the time stated in the email.  

Start reading here:  

https://www.ebay.com/help/selling/selling/seller-performance-overview?id=4080&st=3&pos=1&query=Selle...

Read here about the standard envelop program.  

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-standard-envelope?id=...

[titipeo]

You r inaction on the item not received case caused this. Should have entered the tracking details regardless. That would have bought you time while you checked with carrier. 

[12345jamesstamps]

'eBay issuing refunds'...or did you issue refunds before eBay got involved?

Seller and buyer always need to work out the problem with a situation before eBay gets involved.

Issue a refund yourself before eBay and maybe buyer might leave an OK feedback.

Anything under $20 bucks I would just do a refund to play it safe.

We sellers will always have some not honest buyers in La-La Land.

Although buyers state item not delivered...they were probably not scanned as delivered.

I lost one supposedly item in a couple of years so far from USPS.

Dishonest buyers get blocked and we just move on.

You have a 100% rating so it seems you are doing something correct.

Your goal as mine is 'repeat buyers'...for those slow periods of time.

[luckythewinner]

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@2james_cards wrote:

Oh, and is there any way to correct the rating issue now that ebay stepped in to issue 3 refunds?

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If eBay stepped in and issued a refund, that means it was a "case closed without seller resolution". 

If you have slipped to "Below Standard" due to "cases closed without seller resolution", eBay has made it pretty clear they do not want you as a seller. The fact that the buyer eventually got refunded does not change the fact that you did not proactively resolve the cases as eBay demands. 

[christworks]

My thoughts...

Always respond to an INR case that is opened. In my experience, most buyers reach out to me in a message first. I use that as an opportunity to slow the ball down, so I have time to reach out to the carrier and there is time for them to respond. If a buyer demands a refund, I let them know I cannot issue a refund while the item is in transit, but once they receive it, they are welcome to return it to me at no charge for a full refund. Yes, they can go open an INR which could force my hand, but I don't volunteer that information. The good buyers really just want to know you care and are on top of it. 

If an INR gets filed, you have a few days to respond. Immediately look to see if there have been any scans the past 72-hours. If so, the package isn't lost, but it is delayed. I would then message the buyer that information, reassure them I was going to do my best work with the carrier to get the order. I also reassure them that if they no longer need or want it, they will be able to return it to me for free and for a full refund. eBay can extend the time needed to address all of this as long as you can show the package has recent scans. Hopefully the buyer gets their order. If not, then issue the refund. 

I am friends with two sellers who have been refunded by eBay if an item arrives within a couple of days of an INR refund. I can't recall if it is a 2 or 3-day window. They had to call to get the refund. 

If a package never gets a delivery scan, you can normally file a claim with the carrier to claw back some of the money. In March I had a Ground Advantage package that did not get the delivery scan. The buyer never reached out, so presumably they got it. Regardless, my postal clerk told me I was entitled to a refund. She had me to do a lost package search first, then after 45(?) days I filed a claim for a lost package. (I set up a reminder email to be delivered to me 45 days later.) The only proof I needed when I filed the claim was the tracking number that didn't have the delivery scan on it. It took a week to get the check. After that, I used the claim statement to file a separate claim to get the cost of the shipping reimbursed.