eBay

byto253 · ‎10-14-2022

Is there a return case option for an item damaged in shipping that does not ding your account, or is just a standard Item Not as Described?

femmefan1946 · ‎10-14-2022

Sorry - it's Not As Described.

Ask the buyer to return it, or ask for clear photos of the damage to the parcel and to the item.

A Damaged parcel does not necessarily mean a damaged item.

Most shippers regard damage in transit to be the ultimate responsibility of the sender who packed it. The package should be packed to withstand a two foot drop from one conveyor belt to another then having a 50lb parcel drop on top of it.

This is what a shipping terminal looks like.

You are covered by whatever insurance you have on the shipment.

Prompt voluntary refund is the least damaging.

Apparently dotCOM sellers get a Defect for ANY claim, so it may be best to settle outside of the eBay process. However, I am not sure if that is also true of eBaydotCA. devon@ebay What is the Canadian policy?

devon@ebay · ‎10-14-2022

@femmefan1946 wrote:

Sorry - it's Not As Described.

Ask the buyer to return it, or ask for clear photos of the damage to the parcel and to the item.

A Damaged parcel does not necessarily mean a damaged item.

Most shippers regard damage in transit to be the ultimate responsibility of the sender who packed it. The package should be packed to withstand a two foot drop from one conveyor belt to another then having a 50lb parcel drop on top of it.

This is what a shipping terminal looks like.

You are covered by whatever insurance you have on the shipment.

Prompt voluntary refund is the least damaging.

Apparently dotCOM sellers get a Defect for ANY claim, so it may be best to settle outside of the eBay process. However, I am not sure if that is also true of eBaydotCA. devon@ebay What is the Canadian policy?

Hi @femmefan1946! When it comes to return claims, a seller would get a defect for a SNAD (not as described) case if they do not handle it themselves and eBay has to step in and force a decision on behalf of the seller. If the seller handles the SNAD return without us needing to step in then there would be no seller defect placed on the account.

femmefan1946 · ‎10-14-2022

devon@ebay

Thanks.

Is this true on dotCOM as well? There are many posters on those Boards who seem convinced that any claim, settled or not, voluntary or not, won or lost, will lead to punishment (not necessarily a Defect) to the seller's account.

devon@ebay · ‎10-14-2022

@femmefan1946 wrote:

devon@ebay

Thanks.

Is this true on dotCOM as well? There are many posters on those Boards who seem convinced that any claim, settled or not, voluntary or not, won or lost, will lead to punishment (not necessarily a Defect) to the seller's account.

@femmefan1946 This is true on .com as well. Only in a SNAD case where a seller makes no decision and we have to on their behalf a defect would be placed on their account.

pjcdn2005 · ‎10-14-2022

@femmefan1946

I think that many sellers use the term 'defect' differently than ebay does. A seller will get a 'ding' on their seller metrics once a nad return has been opened regardless of how it is settled.

ilikehockeyjerseys · ‎10-14-2022

Instruct the buyer to open a return.

You can link them to this page: https://www.ebay.ca/help/buying/returns-refunds/returning-item?id=4041

If they are not good with computers, you can instruct them to scroll to the bottom of that page and either click 'have us call you' or 'chat with us'. A customer service rep can open the return for them with all the relevant info.

As a seller, the reason for the return does not result in you receiving a defect. The only difference the reasons cause is that if a buyer chooses a buyer remorse type reason, you as the seller can reject the return, and depending on your return policies, the buyer may have to pay for the label.

With a return for an item damaged or not as described, you are required to provide a label by the deadline given in the return. The only reason you would get a defect from eBay is if you do not provide the label.

If the label is too expensive to justify the return, you can also choose to refund the buyer without requiring them to return the item. You will also not get a defect if you do this. If the buyer has provided you enough info for you to be comfortable with this, you do not need them to open a return. You can go to the order details page and initiate a refund manually. You get a bunch of different options, and you can choose the most relevant one.

You do not receive a defect for refunding a damaged item. Just make sure you refund through the actual refund button and not the cancel transaction button. If you cancel the transaction, you might receive a defect because eBay's system will think that the cancellation is due to the item being out of stock.

If the item was insured, you might be able to open a case with the carrier. Keep in mind, this might be time consuming, and may require the cooperation of the buyer, which isn't always guaranteed once eBay's return is completed.

femmefan1946 · ‎10-14-2022

A seller will get a 'ding' on their seller metrics once a nad return has been opened regardless of how it is settled.

What does that look like and where would I find it?

What effect would that "ding" have on the seller?

pjcdn2005 · ‎10-15-2022

@femmefan1946 wrote:
A seller will get a 'ding' on their seller metrics once a nad return has been opened regardless of how it is settled.
What does that look like and where would I find it?
What effect would that "ding" have on the seller?

@femmefan1946

You will find your rate in Performance / Service Metrics

Officially, you are not affected until your percentage is very high compared to your "peers'.

I have no idea if nad claims affect how a seller's item are seen in search. Afaik there is nothing official saying that it does but ebay doesn't tell us exactly what affects search.

https://www.ebay.ca/help/policies/selling-policies/seller-performance-policy/service-metrics-policy?...