Recently got the power back on and turned on the computer and checked ebay and I am showing 2 defects from late uploading of tracking on my dashboard for 9/27 and 9/28. We called ebay customer service to see about the defects, since we were in the eye wall of IAN when it made landfall and should have protection and got this message below.
So are they saying the defect stands but won't be counted or that it will be counted but my numbers are so good it really won't affect me and don't worry about it?
Hello xxxxx
I just received your follow up email today and I understand you’ve contacted us about your seller performance, specifically about the defect/s for "Tracking uploaded on time and validated". My name is xxxx from eBay customer support and it is my pleasure to assist you.
Please know that the reason why we measure and maintain the defects under this bucket in your seller dashboard is to help you monitor the items you sold for which you have already uploaded and validated the tracking number. We understand that there are some instances wherein you uploaded the tracking number and shipped the item on time however it was not recorded on the carrier’s website which led to a defect. As part of eBay, we want to make sure that we exercise fair treatment to all our members. Uploading tracking on time is information which provides a good amount of data on whether the buyer received their item on time. This question helps us gather additional insight into buyers’ expectations and their perception of delivery dates. Remember that we not only use tracking for the sake of the buyer, but also to make sure you are protected in the event a buyer claims they have not received their item. With this, the defect cannot be remove once it was recorded.
Please take note that your selling performance are being evaluated on the following metrics.
• Defect rate
• Late shipment rate
• Cases closed without seller resolution
This means that you don’t need to worry regarding your percentage score on tracking number no uploaded or validated since it is not included on your evaluation.
To know more about the selling performance policy, you can refer to the link below:
https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/seller-performance-def...
I trust that this explanation will be taken to your satisfaction and you can rest assured that it will not affect your account. Thank you for choosing eBay as your business partner and for allowing me to assist you.
Sincerely,
xxxxxxx
eBay customer support
