transaction defect report

[emark02]

Hi there

I received a transaction defect report as we haven't responded to the opened case. That is unfair. because the customer opened a case as the item was not received.  however, I updated the tracking detail to that case as we already shipped the item and it was in transit. after resolving the case item was delivered to the customer. I gained a loss because the item was delivered and my revenue was refunded by eBay.  

[kensgiftshop]

Dropshipping that junk from China is not a good business plan, as you found out.

[12345jamesstamps]

Tracking from shipping from China...we buyers from the USA  will get a notification to "not open the site" to check tracking of a Chinese tracking site.

I have a favorite buyer in China and will not check tracking and tracking usually does not show up in eBay platform as "delivered". 

Oops...you are registered in Sri Lanka...but shipping is from China?

So Sri Lanka is not in China as last time I looked.

[lakefor94]

You are working a very tough business plan for any hope of long term success. 

Too many of these INR cases and eBay will shut your account down. Does not matter that the buyer finally received the shipment. 

I take it you received a "seller account defect" for ebay refunding the buyer in your behalf?

Your "seller metrics" also takes a hit for INR just because the INR case was opened. Does not matter if the case was resolved by the seller or eBay. 

Here is the link for the eBay BBE initiative. 

https://export.ebay.com/en/regulations/ebay-policies/bber/

[caldreamer]

All Sellers complain about this unfair policy.    EBAY holds all Sellers responsible for delivering items "on time" or customer gets item "free".   Even if item gets delivered at a "later date" you will not get paid for your item.

[broto_64]

You must issue the refund before the case time expires, else ebay will do it for you and you are issued a defect for being uncooperative. Should the item be delivered after that, you can opt to file an appeal.

[collectorarium]

Just a comment here on item delivery times and meeting those expectations using the USPS eBay standard envelope service.  Using this service I am constantly getting penalized under the "Transactions missing on-time tracking or carrier scan" in the Performance section of my sellers page.
I use this service a lot. For me, about 1 in 10 of these envelopes don't get scans at their local distribution center. I've talked with local Post Masters and they say they just don't have time scan them all and so many mail pieces are moved along without a scan. The issue is, if one of these envelopes is going far away (across country), or it reaches a distribution center who's service is delayed, then the FIRST scan will sometimes be 7-8-9 or more days after you actually dropped it off. I've put my ship-by date at the 5 day maximum to try and prevent this from occuring and this saves me headaches some of the time. However, in the scenarios above it doesn't matter. I've talked with eBay customer service about this and they don't consider the item shipped until it gets its first scan (regardless if that scan is at the destination distribution center - like I traveled across counrtry to drop it off at the destination Post office, lol). And so, every time this happens I get penalized under the "Transactions missing on-time tracking or carrier scan." This is a constant issue and it has cost me Top Seller status several times. eBay advised me to use an alternative (more $$$) shipping service and other agents have suggested they're considering ending the service. Just a warning to anyone thinking about using this service regularly who cares about their top seller status. Even if you follow their rules you're still going to get penalized.

[mam98031]

@emark02 

Simply uploading the tracking number to an INR that is filed is simply not enough as a seller.  You need to be proactive and help your buyer.  Trying to find out from the carrier the status of the package.  Checking the tracking and seeing if you can figure out what the issue is and get it moving for the buyer.  Simply ignoring it will not make it go away and it certainly will not work out well for you as a seller as you have found out the hard way.

Since you are an international seller you need to be extra careful as Ebay has very strict requirements for you.

We can't help you with your issues on your account, only Ebay can. The international seller performance requirements are strict.

https://export.ebay.com/en/fees-regulations-policies/seller-protection/seller-protection/

https://www.ebay.com/help/policies/selling-policies/global-seller-performance-policy?id=4351

[a_c_green]

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@collectorarium wrote:

Just a comment here on item delivery times and meeting those expectations using the USPS eBay standard envelope service.  Using this service I am constantly getting penalized under the "Transactions missing on-time tracking or carrier scan" in the Performance section of my sellers page.
I use this service a lot. For me, about 1 in 10 of these envelopes don't get scans at their local distribution center. I've talked with local Post Masters and they say they just don't have time scan them all and so many mail pieces are moved along without a scan.

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I think your postmaster may have misunderstood what you were referring to. eBay Standard Envelopes do not carry tracking barcodes, and so your PO cannot do an Acceptance scan and the carrier cannot do a Delivered scan. Instead, eSE envelopes carry routing codes, which are read by automatic sorting machines along the way, and those machines relay the sighting back to you as a simplified form of tracking.

If your eSE recipient files an Item Not Received dispute, you will not have an actual tracking number to upload to the case, nor will you have an actual Delivered scan, so you will need to refund the buyer, then get restitution from eBay (up to $20) via their claim site.

As for packages with actual tracking barcodes on the label (e.g. Media Mail, Ground Advantage, Priority), if your PO isn't bothering to scan those at Acceptance, that's a problem. They are required to do that, regardless of whether you're present at the counter or just leaving packages in the drop chute. If they're not bothering to do so, escalate your complaint to the regional office.

[kh-stanley1]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.