Stuck below standard

[brub-7]

Hello all, we have a shop (JMB vintage and more) with 100% positive reviews and had one month where we moved into larger shop/warehouse for our shop and in that month, we had 5 items that were misplaced and lost in the shuffle while moving. Yes, in hindsight we should have scheduled an absence in our shop until move was done but we thought we could manage. The 5 customers that ordered those five items we all given apologies and either a heavy discount on any item in shop (50%) or we given something similar for free. All were given full refunds. No customers were displeased, and all were even grateful for the customer service provided. No that doesn't excuse the defect rate for eBay. Ebay states that the defect rate as "The transaction defect rate is the percentage of your total transactions that had any 1 of 2 defects. Note that these defects often measure how satisfied your buyers were with a transaction. We don't count more than 1 defect per transaction. Which is not the case for us. We have 496 reviews all positive and we always take customer service as our #1 priority. Which I would say reflects well for eBay as well. For this defect rate which all occurred in the transition to grow our eBay shop we have now been downgraded to below standard from Top rated, we no longer can sell bullion. we no longer can promote items nor make a campaign. our listings have been pushed to the bottom so that we are not seen by most buyers. So, this is the issue we can't list auctions as we fear they won't be seen except by a few, and we would possibly be losing any profits without using reserves which apparently is unpopular. Our sales dropped dramatically now that we are pushed to the bottom. We are basically being forced to close the shop as the defect rate will not get better without sales and with the sanctions to our shop, we have no way to improve this. We are stuck and would like to remedy this but we don't have the knowledge. Any advice would be gratefully appreciated.

[dhbookds]

defects are not the same as feedback.........Out of stock is the worst violation on ebay .....short of fraud.  No hope for them to change their ruling.  Only thing you can do is try to up sales  by reducing prices or listing alot of low priced stuff and take a hit on profits.  Or wait it out......  

[soh.maryl]

Under THIS ID, you have 681 current listings.  

[fern*wood]

When did your out of stock defects occur and how close are you to the next level up on your dashboard?  They will roll off and if you sell enough, the percentage may improve enough in the meantime to get you to above standard. 

What do you mean about getting more than 1 defect per transaction?  There is a report you can request to show them.

[lacemaker3]

@brub-7 

You posted about being below-standard almost 3 months ago, on Apr 21, 2025. At that time, you said it had started 6 months before, so that would be 9 months ago, by now.

You're almost out of this. The defects will age off once they are more than 12 months old.

Here are some suggestions that I made for you in April, which you can still implement now:

https://community.ebay.com/t5/Selling/So-about-that-loan-eBay/m-p/35045814#M2554093

[kensgiftshop]

Even if you lose a little money, drop your prices and get some sales going so you can drop the %.

[wirkaholic]

@brub-7  First of all let me say you have some really nice items in your store.  First thing you might want to do is go in a brighten some of your photos.  You can do that by going in and revise the listing, then in the photo section there are little buttons at the bottom of the picture.  One is a way to lighten the picture.  Play with all the buttons so you know what each does.  A desktop computer is best to use and a little easier to do this.  Pictures are a big key to selling an item.  Always look at your items from a buyers perspective.  Can you see the item clearly.  Do you have enough angles...etc.  I find myself always looking over and editing photos down the line.  Sometimes I get in a hurry listing.  Don't do it.  Take your time and do things righ the first time.

As for the defects, They will take a year to fall off but you do have 100% feedback in your favour.  Buyers don't see the defects.  Only Feedback.   In the meantime, start using all the tool in your My Ebay Hub.  Use the Store link and in the dropdown bar are choices.  Use the store Newsletter to keep customers up to date on new items or run a sale using coupons.  It doesn't have to be much.  I usually do 10 or 15% on a coupon Sale then you can attach it to your newletter you send out.   It can push someone who was looking at something to purchase or maybe they forgot they were interested in a item.  I also have a Facebook page that I use to promote my store and post those sales.  If you get enough sales it will pull you back up before you know it.   It's alot of work but you have to hustle to bring it back up. 

Yes you should do a banner for your store.  Go to Edit Store and there is some clickable links that will tell you the sizes you need in the image guide.  Read everything on the page.  There are clickable links that will help you. 

You can also Google or watch a YouTube video on how to do it.  Do some homework in the evenings and before you know it you'll figure it out.  Branding your store is a must to stand out and look professional.  Don't depend on Ebay to get your items in front of people.  It isn't happening for us seasoned sellers with good metrics and feedback.  Nowdays with so many sellers we have to depend on ourselves to get our items in front of buyers eyes.  It's a everyday hustle on our side. 

Don't give up....You can do it!

[tobaccocardyahoo]

It is highly unlikely that a small increase in sales volume will affect your seller level. Nor is it likely that anything other than giving away your inventory will cause more than a small increase in sales.

You should have found another online venue to pick up the sales during the year in purgatory.

Order cancellation are punished, as you have learned.

Were this another marketplace, your account would have been closed. Ebay needs sellers and that is why Below Standard exists.

[12345jamesstamps]

In order to keep afloat...you might have to give some great discounts and lose a little bit of profit.

How does a business stay in business....discounting your items below other sellers.

Lower your prices or do 'free shipping' and put it in your title like I do on some items.

Try to get that 'repeat buyer' database...it's out there.

Try not to think of how I can 'nickel and dime' the buyer on shipping for a profit.

Never do an 'out of stock' ever again of course.

What's the point of having items to sell if nothing sells?

Just a few thoughts.

[mam98031]

@brub-7 

"Ebay states that the defect rate as "The transaction defect rate is the percentage of your total transactions that had any 1 of 2 defects. "  It takes more than that to cause you to fall Below Standard.

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

"We don't count more than 1 defect per transaction. Which is not the case for us."  You aren't being treated differently than Ebay treats others sellers.  You can only get ONE defect per transactions even if there are multiple infractions on that transaction.  That is gone over in the link above as well.

Your feedback has nothing to do with this.  Ebay stopped using feedback in the eval process years ago.

Each of the transactions you had that you misplaced the product and could not honor the sale to the buyer would have required that you filed a Cancellation for Out of Stock.  Each one of those created a Defect on your account.  I know you made it up to your buyers, which is exactly what you should have done, but the Defects are still there for the Cancellations.

If you were TRS and have now lost it, you had a minimum of a 30 day grace period before losing it.  They give this perk to all TRS.

You are correct.  The best way to work out of this issue is to dilute the numbers.  So you need to do what you can to get sellers to purchase your items.  Run a sale, lower prices, list inexpensive things you feel will sell fast, etc.  Even if you just break even on certain things.  Build up those transaction numbers.  That is how to climb out of this mess.  

You are eval'd on the previous 12 month period, so as you know it will be awhile before any of those defects fall off.

I sincerely hope things work out for you.  

[johnrj1226]

Your performance evaluation will be posted on the 20th of July (possibly the 21st) for the month of June.  Depends on what month(s) these 5 issues  happened. 

Hang on tight.

Ciao and Pura Vida

[mam98031]

Just for a little more clarity on evals.

Ebay eval's all sellers on the 20th of Each month for the period ending the PREVIOUS month.

The eval becomes effective on the seller's account on the first of the FOLLOWING month.

So the July 20th eval, will be for the period ending June 30th and effective August 1st.