Item Not Received Claim, Replacement Offered, Then Defect

[teenytrinkets]

I had a buyer open an Item Not Received claim for an untracked item they didn't receive (they didn't attempt to contact prior). I contacted them to offer a replacement, and they happily accepted. I asked the buyer to close the claim, but they didn't do it in time before Ebay auto-closed the claim and refunded the buyer. I think the buyer is confused now, because they just expected me to upload tracking of replacement to the claim (which I couldn't do). Now they'll have to repurchase - but will maybe not bother after all the confusion. Now I know why I don't usually offer a replacement!

Anyway, now I will have a defect, since the case was "closed without seller resolution". This will affect my Top Rated status.

I plan to contact eBay to see if they'll remove the defect since I was still working with the buyer to replace the item. Not sure how much luck I'll have with that. Anyone had one removed before for a similar reason?

[ricarmic · Accepted solution]

Yes I have had one removed when the CSR could see the conversation happening and that it was simply the timing that caused the defect. 

It is worth a try!

(PS this is exactly why I don't offer replacements the new eBay processes take a terrible amount of time and effort and there is still a significant chance of a repeat (or more expensive if it is sent tracked the 2nd time) problem)

[teenytrinkets]

FYI, ebay removed the defect very quickly. It needed to get escalated beyond chat to an account specialist for an appeal, but that only took a day. Nice to know that ebay recognizes that their timeframe and available solutions sometimes don't work.