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My understanding is that the max is one defect per transaction.
I seem to have spent half my time over the past few months studying the stupid Spring Seller Update and asking questions at the Wed. board hours, so I think I can give you an explanation. As usual, it isn't quite as simple or straightforward as you think (or as Mr. Elmwood recalls). It depends on the type of listings involved.
Here's the definition (verbatim) from the SSU:
'What is considered a transaction?
A transaction is a purchase from a listing. If a buyer purchases two or more identical items from the same multi-quantity listing, or purchases the same items in different variations such as color or size from the same multi-variation listing, that is considered one transaction. If a buyer purchases items from four different listings from the same seller and combines them into one order, that would be considered as four transactions. Note that the defect rate will not affect your performance rating until you have a transaction with a defect from 8 different buyers (5 different buyers to affect your Top Rated Seller status)."
So, if your buyer purchased items from 3 separate listings, you'll get 3 defects. However, the total effective defects that buyer will generate in terms of your performance rating will only be 1.
Keep in mind that your Dashboard will display all defects from all buyers, not the net effect on your performance rating. However, the actual distribution of those defects may be important. For example, you can only have a maximum of 5% defect rate (2% for TRS) in any given defect category, so let's say you accumulate more neutral and negative FB than low ship time DSRs (or other DSRs), you'll hit that 5% (or 2%) ceiling in that category pretty quickly, and it could affect your seller status.
Nonetheless, since each transaction only counts once toward the defect rate regardless of the number of defects associated with it, I'm still not clear how (or where) eBay places that defect. If, for instance, a buyer gives you negative FB, low Item as Described DSRs and low ship time DSRs, on which of the three categories does that one defect get chalked up? Another question for next Wed. I suppose...
BTW, I'm sorry to hear about your experience. It doesn't take much these days to affect a seller, and I think eBay has turned us all into fearful, bean-counting defect-dodgers. 
@rose-dee wrote:I seem to have spent half my time over the past few months studying the stupid Spring Seller Update and asking questions at the Wed. board hours, so I think I can give you an explanation. As usual, it isn't quite as simple or straightforward as you think (or as Mr. Elmwood recalls). It depends on the type of listings involved.
Here's the definition (verbatim) from the SSU:
'What is considered a transaction?
A transaction is a purchase from a listing. If a buyer purchases two or more identical items from the same multi-quantity listing, or purchases the same items in different variations such as color or size from the same multi-variation listing, that is considered one transaction. If a buyer purchases items from four different listings from the same seller and combines them into one order, that would be considered as four transactions. Note that the defect rate will not affect your performance rating until you have a transaction with a defect from 8 different buyers (5 different buyers to affect your Top Rated Seller status)."
So, if your buyer purchased items from 3 separate listings, you'll get 3 defects. However, the total effective defects that buyer will generate in terms of your performance rating will only be 1.
Keep in mind that your Dashboard will display all defects from all buyers, not the net effect on your performance rating. However, the actual distribution of those defects may be important. For example, you can only have a maximum of 5% defect rate (2% for TRS) in any given defect category, so let's say you accumulate more neutral and negative FB than low ship time DSRs (or other DSRs), you'll hit that 5% (or 2%) ceiling in that category pretty quickly, and it could affect your seller status.
Nonetheless, since each transaction only counts once toward the defect rate regardless of the number of defects associated with it, I'm still not clear how (or where) eBay places that defect. If, for instance, a buyer gives you negative FB, low Item as Described DSRs and low ship time DSRs, on which of the three categories does that one defect get chalked up? Another question for next Wed. I suppose...
BTW, I'm sorry to hear about your experience. It doesn't take much these days to affect a seller, and I think eBay has turned us all into fearful, bean-counting defect-dodgers.
Except that buyers are being steered to email communication instead of defect generating contact. The last five refunds, in a row, were outside the defect system. I got to choose "blame the buyer" and came away with no defects. Got a neg today. Well, that is one defect out of a potential six, out of a recent sales volume of several hundred.
Buyer opted to leave a neg for a part that arrived broken. Buyer then wrote me and said that it arrived broken and provided pictures.
Good for you.
I quoted eBay saying that buyer should try to "work it out with the seller" prior to leaving FB. I apologized for the sale gone bad, and said nothing else. Well, I also said that the neg signaled the end of the transaction.
My bad for poor packing, but, that is the first broken part in about 3500 sales. Buyer's bad for not letting me know. I left him with the ball in his court.
I have already received my one defect, so, I cannot be hurt any more on this transaction.
@mr.elmwood wrote:"Except that buyers are being steered to email communication instead of defect generating contact."
_____________________________________________________________________________________
You're right there of course. One small bone that eBay decided to throw us recently -- I recall this autumn that they said the internal messaging "Ask a Seller" process was being revised specifically for that reason.
I have a feeling there was so much outrage from U.S. sellers in particular over receiving defects for having contact from buyers that eBay finally had to do something about it. Squeaky wheel theory?
@decal-fx wrote:
mr.elmwood wrote
Buyer opted to leave a neg for a part that arrived broken. Buyer then wrote me and said that it arrived broken and provided pictures.I quoted eBay saying that buyer should try to "work it out with the seller" prior to leaving FB. I apologized for the sale gone bad, and said nothing else. Well, I also said that the neg signaled the end of the transaction.
My bad for poor packing, but, that is the first broken part in about 3500 sales. Buyer's bad for not letting me know. I left him with the ball in his court.
I have already received my one defect, so, I cannot be hurt any more on this transaction.
It blows me away when a buyer leaves a negative (and to a lesser extent a neutral) without contacting the seller first. Do they not look at the seller's feedback first, I mean if that seller has virtually perfect feedback you can make the assumption they will work with you to a satisfactory end, but to then expect help in rectifying the disappointing part of the sale..., I guess they don't realize they've cut off their nose to spite their face.
Pretty much what I was thinking.
So, now, the buyer has a broken part, has slammed me, and wants what? My cooperation? Hum? I think that ship sailed and sank in the harbour.
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