Hello Canadian eBayers,
Apologies for the late post this week. I'll be around for a bit longer to make up for lost time. Please go ahead with your questions and comments, looking forward to read you!
@pjcdn2005 wrote:
Raphael,
Regarding defects, I asked about an open case showing on both my global and U.S. dashboard even though I believed that I had only 1 open case and that was opened by a U.S. buyer. I asked if U.S. buyers were counted on the Global program and you replied:
"Open cases should not be shown on your Global dashboard as this metric doesn't apply to the Global program. Thanks for flagging this, I'll take it to the Dashboard team."
I'm not sure what you meant by this as according to the new spring update open cases do apply to the global program. Did you mean that U.S. buyers should be not be showing on the global dashboard or did you mean that Canadian sellers do not get a defect for an open case or...?
From the sellers spring update - The defect rate is simply the percentage of a seller's successful transactions that have one or more of the following transaction-related defects, the top predictors that a buyer will leave eBay or buy less
- Detailed seller rating of 1, 2 or 3 for item as described
- Detailed seller rating of 1 for shipping time
- Negative or neutral feedback
- Return initiated for a reason that indicates the item was not as described
- eBay Money Back Guarantee (previously known as eBay Buyer Protection) or PayPal Purchase Protection case opened for an item not received or an item not as described
- Seller-cancelled transactions
Hi pjcdn2005,
I must apologize because I gave you wrong info in my comment last week. Open cases on PayPal do count towards your defect rate in the Global program. I just confirmed this with the Standards team. Important to note that if an open case is escalated and found to not be the fault of the seller, the open case will no longer count towards the seller's defect rate.
Also for clarity: sales to US buyers will count towards your Global standards.
@pjcdn2005 wrote:
Assuming that open cases do count as a global standard, it does not seem right that a buyer can open an item not received case on paypal at any time...there doesn't seem to be time factor there so a buyer could open a case 3 days after the purchase.
If a buyer opens an item not received case on ebay, I believe they can do just 1 day after estimated delivery. Would it not be more reasonable for the case to be opened after the last day of estimated delivery?
For PayPal claims, a buyer can open a 'Not as described' dispute immediately after payment, however 'Item not received' claims can only be opened after 7 days following payment.
For eBay claims (items purchased on eBay.com only), for items coming from outside the US, the rules are different than for US domestic items (those are the ones where the buyer can open a case as soon as 24 hours following the estimated delivery time). The only rule I can read in my internal information is 30 days before a buyer can open an Item not received or Item not as described case, but that doesn't sound like I'm getting the whole picture so I'll need to do some more research on this. I'll update the thread whenever I get clarity on this.
@pjcdn2005 wrote:
More defect related questions - My dashboard shows that I have a seller cancelled transaction that I never actually put in a cancellation for. I did refund the buyer because they had been blocked and they started a new id so that they could go around the block and buy the item anyway.
1 -So are all refunds going to automatically count as a defect unless there is also a mutual cancellation stating the buyer requested the cancellation?
2 -What happens if I refund and then use 'other' as a choice for the cancellation?
3-Since this buyer did circumvent the block, can I appeal the defect? I have read on the U.S. boards that they are not removing any wrongly given defects right now but will do so later on...is that correct?
1. Just issuing a full refund to a buyer without documenting the reason via a cancellation request might put you at rick of getting a defect for that transaction. I was just informed as ell that a buyer asking for a cancellation via eBay messages, that can also be used as proof that the cancellation was not initiated by the seller.
2. Other as a reason should not be a problem.
3. If a buyer breaches eBay policy and causes a defect for you as a result, we (eBay) should definitely make things right. I'm not sure what measures CS has agreed to have in place for this but I think what you heard is totally plausible. If you (or anyone reading this) ever encountered this situation and eBay CS refused to help, please let me know.
@pjcdn2005 wrote:
Sorry, I don't mean to hog the board but the spring update has brought up a lot of questions.
In the spring update:
Just as today, sellers can have a maximum of 0.3% of eBay Money Back Guarantee or PayPal Purchase Protection closed cases without seller resolution over the most recent evaluation period. That means the buyer opened the case, you weren't able to resolve it, the buyer reached out to eBay or PayPal to review it, and eBay found you responsible.
Perhaps I'm having a mind block but I don't remember in the past that we could only have a maximum of .3% of closed cases. But is it .3% AND more than 2 cases? If I have 276 U.S. sales then .3% is just.82 cases. In that situation, would I would be allowed to have 3 cases before there were any sanctions even though the percentage was over .3?
Keeping in mind that this metric only targets cases that were closed without seller resolution (as opposed to open cases), there is still a count protection in place. You would be allowed up to 2 such cases before getting penalized.
This concludes this week's Board Hour. Thanks to all who participated, I'm happy to see this many of you coming to us with questions, comments and suggestions. Looking forward to chat again next week!
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