Why EBAY refused remove BBE DEFECT listing even though it's buyers faults

[smart.trade.jo]

hello everyone one

first I am sorry for bad English language

my selling account had restricted due BBE Metrics and now it is under evaluation 

I have two returns in my BBE listings

one return buyer decided return item because there were missing parts then he closed the return after he knew he did not read description or refer to photos

second buyer opened  return because devices  not work and after he knew how to operate it he closed the return

these two returns are buyers faults not seller and added to my BBE defect rate and my account was restricted 

ebay refused to remove these defects from BBE defect listings and I need help to reach correct person in ebay customer service to resolve these issues

[krazzykats]

Service metrics and peer benchmarking

Service Metrics - eBay Seller Hub

ᓚᘏᗢ

[mam98031]

@smart.trade.jo 

This is something that NO ONE here can help you with.  This is between you and Ebay.  You are an international seller with specific requirements to adhere to on Ebay.  You need to talk with Ebay about the issue as ONLY Ebay can help you.

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[smart.trade.jo]

I contacted ebay help service .and they responded without any solutions 

[lacemaker3 · Accepted solution]

@smart.trade.jo,

I'm sorry but there is no appeal process mentioned in the CBT seller dashboard policy, so it looks like appeals are not possible.

This policy is based on statistics. You are being evaluated with a percentage, and compared to other sellers who are selling from similar regions. All those sellers have to deal with defects like this, you are all being evaluated the same way, so it is fair. Even if it doesn't feel like it. 

As long as you still have active listings and are being evaluated regularly, you can work to make improvements in your performance. You have not been restricted yet.

In your screenshots, it says that you will be evaluated again on Aug 18, so you can still improve your seller performance. The biggest problem seems to be SNAD complaints (5/144) so you need to do everything you can to avoid getting any more SNAD disputes.

You have 2 neutral/negative feedbacks and 2 low DSRs that are included. If those are for the same items, then they were the two most recent neutral feedbacks, and one of those was for a sale on May 4, 2025. It is possible that one will have aged off by your next evaluation, and will not be included anymore, so that should improve your status.

[mam98031]

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@smart.trade.jo wrote:

I contacted ebay help service .and they responded without any solutions 

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Then you have your answer sadly.  If Ebay won't do anything to help you how in the world could one of us members help?  I can imagine you are extremely disappointed.