eBay

call_me_caro · ‎11-14-2017

I have some vintage dinner plates listed for sale individually. Today someone bought 5 of them [yay!], but they didn't wait for an invoice with combined shipping, which I mentioned in my listing that I would be willing to provide.

They are located in the same state and shipping is going to cost me $30 less than what they paid. I feel bad about keeping that much, but have no idea how to issue a refund for shipping.

Is that individual preferance? Could it back-fire? Do I wait until the package is delivered and then offer it? Or should I not offer it at all?

Thoughts? What would you do?

partial*eclipse · ‎11-15-2017

keziak wrote: ... If the defects are invisible or hidden then how do sellers know they are getting the defects? Where do they show up in our accounts?

Defects aren't hidden or secret. You can see them on your Seller Dashboard.

partial*eclipse · ‎11-15-2017

mobileman67 wrote: ... I've never gotten hit for defects when sending partial shipping refunds. I could see that possibly being a thing when ebay had it's direct ties with PayPal..

Neither have I. I'm struggling to recall any threads in which sellers got defects due to giving partial refunds. Where did this concept come from?

lookng2015 · ‎11-15-2017

I believe it was trinton who said any transaction where a refund had to be given for any reason wasn't a 'positive experience' for the buyer - or some such.

"If a product doesn't sell, raise the price" - Reese Palley
"If it sold FAST, it was priced too low" - also Reese Palley

keziak · ‎11-15-2017

Is it "transaction defect rate"?

berserkerplanet · ‎11-15-2017

https://community.ebay.com/t5/Selling/Sellers-get-a-defect-if-they-issue-refund-for-small-shipping/m...

partial*eclipse · ‎11-15-2017

Thanks for the link. The score so far is one post from the "knowledge base team" and one post from trinton (and maybe one from Griff) that say we can get a defect for issuing a partial refund without an appropriate accompanying message.

On the other hand we have multiple posts from experienced sellers who say that they often give partial refunds for overpaid shipping and have never gotten a defect for it, including posts 3, 4, 6, 8, 11, and 13 of the thread that you linked to. Also, I haven't seen any posts at all from other sellers wondering why they got a defect for issuing a partial refund.

I'll believe that this defect exists when I see evidence that it actually happens.

mobileman67 · ‎11-15-2017

I'm calling the ebay that we're discussing on this thread.

You go to Help & Contact, go through the proper(or as closely related) topic, and (I) choose the Call Me option. It's been my experience, that as long as you're respectable with support, they're generally more than happy to assist you.

That said, I've been selling professionally, for a living, since 2007. When I started, sellers could leave feedback for buyers. During that time, ebay has gone through many changes, and at one time, not long ago, was not particular friendly towards it's smaller sellers. I've noticed in the past few years, this is changing for the better.

That is MY experience. I cannot speak as to why YOU may be having a different experience.

Now, in answer to your comment,
"And let's just wait and see when a seller sends something like - "I just sent you 10.00 thru PayPal for item #'s 1234 and 5678" and see if a new defect or nastygram arrives .........."

There's nothing to see. I'll show you.

Over the past twelve months, I've had more than a few partial refunds for various reasons.

Here's my current defect report covering Nov 1, 2016 to Oct 31, 2017.

Notice, the only reason I have these "defects" is because they were "out of stock" cancellations.

Here's a sample of partial shipping refunds that fall under the same period shown in my current defect report.

These reports clearly show that the refunds happened during my present defect period, and do not count against my defect rating.

The only caveat that I can offer is this; I offer these refunds immediately upon printing the label, and am made aware that the customer paid excessive shipping fees, well BEFORE the customer initates any sort of claim. Once a claim is entered into the system by the customer, then you may absolutly be hit with a defect mark. Even then, I would be doubtful that eBay would not correct that, as reimbursing a customer for shipping can hardley be considerd a defect, and ulimately, fosters trust between the seller, ebay and the customer, which creates a positive avenue for further business.

Best,

Hil

berserkerplanet · ‎11-15-2017

I agree, but it is concerning when the official line is that beatings will continue. 🙂

lookng2015 · ‎11-15-2017

@mobileman67

But we've been led to believe these are the "sooper secret behind the scenes we're keeping track" defects.

"If a product doesn't sell, raise the price" - Reese Palley
"If it sold FAST, it was priced too low" - also Reese Palley

partial*eclipse · ‎11-15-2017

I contend that Trinton and the "Knowledge base team" are NOT the official line. They work in the Community department and whenever we have a tricky policy question or a correction they always refer to getting in touch with the relevant department; that department is not them.

I think they are misinterpreting the fall 2015 policy that was intended to address only FULL refunds done through PayPal. The policy (whatever it is) has been in place for two years, and we still haven't seen any reports of partial-refund defects.

partial*eclipse · ‎11-15-2017

@lookng2015 wrote:
@mobileman67

But we've been led to believe these are the "sooper secret behind the scenes we're keeping track" defects.

But all that happens if you get too many of those is that you get put on double-secret probation.

d-k_treasures · ‎11-15-2017

Well, lots of us have done it with the message in the PP refund link, but I haven't done one in a few months or so, so I don't know the outcome of this new edict.

_____________________________
"Nothing is obvious to the oblivious"

d-k_treasures · ‎11-15-2017

@lookng2015 wrote:
@mobileman67

But we've been led to believe these are the "sooper secret behind the scenes we're keeping track" defects.

They could also be flagged as a policy violation - the ones we can't see anymore.

_____________________________
"Nothing is obvious to the oblivious"

lookng2015 · ‎11-15-2017

Yes, and isn't that oh-so-convenient?

Nothing like being blindsided out of left field (or sucker punched)

"If a product doesn't sell, raise the price" - Reese Palley
"If it sold FAST, it was priced too low" - also Reese Palley

mobileman67 · ‎11-15-2017

Ok, I've just gotten off the phone with ebay, and she laughed when I asked if it was possible for a seller to be hit with a negative defect for reimburing a buyer for shipping, of ANY kind. She said, "Why would we punish you for being good to our customers? That's silly".

So, from my personal experience, the conversation I just had with ebay, and basic logic, I would conclude that shipping reimbursements, partial or full, do not affect your defect rating.

😎