Two Defects for One Transaction??

[auctionworks1]

Someone help me understand this...

I listed an item for $17 when I meant to list it for $77.  It was a simple, careless mistake.  I realized it just a few minutes after the listing, but just before I could end it, someone bought it.  I knew that I was going to receive a transaction defect for canceling the transaction but decided I'd rather take the defect than lose $60.  So, I immediately messaged the buyer, explained my mistake and apologized, but told him that I would have to cancel the sale.  I was very polite and professional.  

I received the expected defect from eBay for canceling, but then I also received a late shipment defect because the buyer complained the the item was late!  My question is, how can I receive a defect for late shipment on an item that was never shipped in the first place?  I could see a complaint and defect for NO shipment, but then that would be redundant as I've already gotten a defect for canceling the transaction, which is essentially non-shipment.

Doesn't this make sense??  So, I've receive 2 defects for virtually the same exact issue!  Has this ever happened to anyone else?

[luckythewinner]

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@auctionworks1 wrote:

So, I've receive 2 defects for virtually the same exact issue! 

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You are using imprecise terminology. 

A transaction defect is cause by (a) an out-of-stock cancellation, or (b) an INR or SNAD that is closed without seller resolution. 

A late shipment is not a transaction defect. 

[auctionworks1]

So one is listed under "transaction defect rate" the other under "late shipment rate".  Either way, they are both dings against me, correct?  My question remains, why do I get two dings for the same thing? How can I have a strike against my shipment rate for an item that was never shipped because the transaction never took place due to cancellation, which I already got a ding/defect for?

[fern*wood]

True defects have way more potential to harm your selling account than a late shipment ding.  Both occurred because there are more than one metric in which we are graded on.  There was a transaction.  Cancelling it doesn't mean it didn't happen.

[chapeau-noir]

I don't see how the OP can get a late shipment defect on a listing that was actually canceled as 'out of stock' and therefore effectively non-existent.

[fern*wood]

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@chapeau-noir wrote:

I don't see how the OP can get a late shipment defect on a listing that was actually canceled as 'out of stock' and therefore effectively non-existent.

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That surprised me at first too, but he said the buyer reported it as late, which might be from feedback where they ask that question. 

[chapeau-noir]

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@fern*wood wrote:

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@chapeau-noir wrote:

I don't see how the OP can get a late shipment defect on a listing that was actually canceled as 'out of stock' and therefore effectively non-existent.

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That surprised me at first too, but he said the buyer reported it as late, which might be from feedback where they ask that question. 

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That may be how it happened - I've noticed when I've canceled at buyer request, the listing seems 'sticky' - it'll be days hanging around until it finally disappears from both shipping and feedback, and this is not consistent.

[luckythewinner]

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they are both dings against me, correct?

But the way they "count against you" is drastically different.

The defect metric allow a very low tolerance (below 0.5% for top rated, 2% for above standard), but the late shipment rate metric allow a fairly high tolerance (below 3% for Top Rated and 7% for ABove Standard). 

My question remains, why do I get two dings for the same thing?

Perhaps eBay wants a seller to be punished harshly for a self-cancellation because eBay takes a very dim view of non-performing sellers. 

[chapeau-noir]

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@luckythewinner wrote:

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they are both dings against me, correct?

But the way they "count against you" is drastically different.

The defect metric allow a very low tolerance (below 0.5% for top rated, 2% for above standard), but the late shipment rate metric allow a fairly high tolerance (below 3% for Top Rated and 7% for ABove Standard). 

My question remains, why do I get two dings for the same thing?

Perhaps eBay wants a seller to be punished harshly for a self-cancellation because eBay takes a very dim view of non-performing sellers. 

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Those are your personal feelings - this is simply a policy application.  eBay has no feelings about it, either the policy applies (OP took the defect they were willing to take) or it does not.  The question remains of this odd second defect.

[this*old*attic]

Maybe not so odd.....

The customer didn’t agree to the cancellation, so in effect they are still “waiting” for their item.

Since they are unwilling to cancel, they can come back with a late shipment or INR complaint.

[auctionworks1]

Just for the record, I'm not overly concerned with this issue as my transaction defect rate is 0.21% and my late shipment rate is 0.83%.  This is my first canceled transaction in over 20 years of selling.  

I did forget to mention the buyer also left a neutral feedback for me, I believe that's when he reported the "late shipment".  So basically, I make one minor human error (a typo), catch the mistake within minutes and try to rectify it, but I'm too late, immediately contact the buyer, give him an explanation and a very kind apology, cancel the transaction to keep from losing $60 and for that I get 3 dings: transaction defect, mark against my shipment rate and a neutral feedback.  

Maybe some of you think this is just fine, but I think it is totally inequitable.  The punishment doesn't seem to fit the crime in this case.  Personally, not only do I think he should not have been allowed to state I didn't ship it on time, but I also feel he should not have been allowed to leave feedback.  If a seller must receive the HARSH punishment of the transaction defect for canceling, that should be it - end of story.  I know, it's eBay's ballgame and they get to make all the rules.  This one stinks though.

BTW, do these strikes remain on my account for one year then they will be removed?

[andrew547]

The order didn't arrive late. It was cancelled. I would call ebay and ask them to remove it because it makes no sense and does not apply

I say "call" because I have asked ebay repeatedly via email to remove non-defect dings like the one you describe, and I have never had any success. They say "it's not a defect", then I say "it is a mark on my account per your X, Y, or Z policy that you use to determine the rates I pay you or the position you give my listing in search results or the guaranteed arrival time you show buyers, etc", and they never respond. It's maddening. They don't care or they don't understand or they don't speak english. Whatever the case, don't bother. Call them.

[auctionworks1]

Thanks, Andrew.  You took the words right out of my mouth.  I totally agree.  Sadly, I'm sure it will do me no good to call, but I'm thankful for some moral support on here!!

[this*old*attic]

Of course it was an accident; they don’t call it an “on purpose” (as Judge Judy says).

But it was YOUR accident (sloppy business mistake), NOT the buyer’s.

He or she gets to be miffed; they are disappointed because you blew it - and then didn’t honor your own advertisement (as stores legally must, btw). You reneged.

What makes you think that gives you a pass? Remember, the buyer agreed to buy and pay for your item not to a cancelled transaction.

Consequences. Unpleasant, but they happen when we blow it. “Sorry” doesn’t always cut it (except for toddlers).

[mam98031]

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@fern*wood wrote:

True defects have way more potential to harm your selling account than a late shipment ding.  Both occurred because there are more than one metric in which we are graded on.  There was a transaction.  Cancelling it doesn't mean it didn't happen.

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An actual Defect is something that affects you on your Seller Dashboard and in turn considered in your monthly eval that happens on the 20th of each month for the period ending the previous month.

Two defects on one transaction does not happen.  Only one defect per transaction per the Ebay policies on this subject.

I think you are talking about the Service Metrics.  Those aren't defects.  The dings or marks you get in the Service metrics are for INADs that are opened for any reason.  That could not have happened with a cancelled transaction.  Nor could the buyer have opened an INR because of the transaction was cancelled.