Hit with a defect

[trulyfabulousfinds]

I was hit with a defect for my buyer NOT receiving their item.  I shipped it via UPS and have the receipt where they accepted it.  UPS Lost it.  The buyer never received it.  Ebay has now hit me with a defect that they won't remove even though it was not my fault.  I can't find single person to talk to about this.  Again, I did evedrything in my power to get the item to the customer.  Why am I being punished for something outside of my control?  I reported the issue to ebay as soon as the customer let me know they didn't receive their item and was told multiple different answers by multiple different ebay reps on how to handle it.  I am more than thoroughly digusted with ebay.  Someone please help.

[klhmdg]

Im not sure what defect you are being "punished" for...

If you uploaded tracking within your leadtime there should be no defect for that.

If the buyer filed "not received" and you uploaded tracking into the case, eBay would have given time for receipt.

If UPS lost the item and the buyer never received it AND you refunded the buyer, without eBay stepping in, there would be no defect.

Can you please be more clear on what type or punishment you are receiving?

[buyselljack2016]

There is nothing to "help" with.

On eBay, it is the seller's responsibility start to finish. You selected the carrier. You are held responsible for what they do.

It is not a "too bad, so sad for you" situation for the buyer. Seller is responsible to make it right for the buyer. Buyer must be made whole. Seller pursues restitution from the carrier for lost items.

Item not received. Seller refunds buyer. Seller does not get "defect".

Item not received. Seller fails to refund. Seller gets a "defect" for unresolved.

If you make a purchase from Walmart or any other retailer..............  who is responsible to see that you get the item?

[lakefor94]

If eBay stepped in and refunded the buyer's money, the seller gets a defect. eBay won't remove the defect.

If the seller refunds the money, there is no seller defect.

In both scenarios, the seller takes a hit in "service metrics" for the INR case being opened. Does not matter how the case turns out, period. Even if the case is closed in favor of the seller.  eBay will not remove that from seller metrics.

[wastingtime101]

Are you referring to a case closed without seller resolution defect @trulyfabulousfinds ?

Or are you talking about a mark on your service metrics?

Both situations were explained above.

If you've been hit with a case closed without seller resolution defect, that means you also forfeit a credit of your seller fees. When the seller voluntarily refunds the buyer on lost items, their eBay fees are credited. Seller then files a claim with the carrier for reimbursement (if they used an insured service). When eBay is forced to step in and pull the refund from the seller's account, the seller does not get their eBay fees back.

[trulyfabulousfinds]

I did refund the seller.  I purchased the shipping label through eBay and the tracking number showed on the sold listing.  I contacted eBay  as soon as the seller told me she had not received the item so solve the problem.

[bonjourami]

Did your buyer open a case, did you respond to it?