w~~_7.JPG "pjcdn2005"){kind=avatar}
Hello everyone,
Apologies for opening the thread late today, I've ben swamped with meetings until now. We'll leave this open overnight to allow for more people to join.
Here are the issues I'm currently tracking:
- Odd missing gallery picture in search results
Updates:
- Wrong tax rates applied to PayPal labels - PayPal and Pitney Bowes are working on this
- Missing Tracked Packet destinations - PayPal and Pitney Bowes are working on this
- Estimated Delivery discrepancy between View Item page and Order Details page - Ticket open, investigation continues
- Sold items going into Unsold container - Team is investigating using live example provided last week
- Hard block on non compliant images only on relist/sell similar - Selling team is on this
- SYI: Form resets IS when switching currencies. - Problem identified, fix imminent
- Safari browser SYI exhibiting erratic behaviour when trying to select text in description in Revise - issue seems to be resolved, please let me know if anyone is still experiencing it (provide browser version)
- Combined shipping offers not shown to international buyers - under investigation with shipping team
@pjcdn2005 wrote:
Good morning Raphael,
I wanted to follow up on a post that I wrote last week and that you replied to. I've copied and pasted your post to me below. My new comments/questions are in blue.
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Hi pjcdn,
You pretty much have it correct. Here is the eBay definition:
Any transaction cancelled through eBay or refunded through PayPal because the seller no longer has the item or chooses not to ship the item will count in the defect rate as a seller-cancelled transaction. Transactions that are cancelled because the buyer no longer wants the item are not counted in the defect rate.
@pjcdn2005 wrote:
Are there other scenarios that would cause a seller to receive a seller cancellation defect?
For example -
- If the seller refunded and cancelled after a return but there was no record of the return through ebay (so no 'formal' return request)?
- Same scenario but the seller refunded through Paypal and did not do a cancellation. Would the refund trigger a defect?
3.If there was no tracking in either of these cases so no real 'proof' that the item was shipped...would that make a difference in whether or not a defect was given?
- That would be a defect
- That would also be a defect
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1 & 2. I don't understand why those scenarios would cause a seller cancellation defect as neither fits the definition that you quoted. The seller did ship the items so the definition of seller cancelled transaction "because the seller no longer has the item or chooses not to ship the item " shouldn't apply here. In both cases the buyer wanted to return the items so are you saying that because the buyer didn't go through the return process the seller gets penalized?
Not all buyers feel the need to go through the return system and if a buyer sends me a message or email asking for a return, I don't want to ask the buyer to sign back into their account and start the return process as it is an extra, unneeded step for them.
Hi pjcdn,
In both examples ! & 2 of your original question, the part that would trigger a defect is the refund.In those examples, because the only thing eBay sees is the refund (you specified the buyer didn't go through the return system but did not specify whether the item was actually shipped), the defect would be counted and you would have to call CS to sort things out if you had shipped the item and received it back, to show CS this was a return and not a cancellation. In this case, the buyer's request for a return would have to come through eBay messages and not direct email, otherwise I doubt CS could remove the return.
@pjcdn2005 wrote:
- New question - If a buyer does go through the return process but the item is not received back until after the 30 days from purchase will the seller have their fvf credited?
If a buyer fails to return the item within the prescribed time, the seller would need to escalate the case to eBay and eBay would decide in favour of the seller, in which case the transaction is considered as completed as if there was no return. Seller would keep the money and the FVF would stand.
@pjcdn2005 wrote:
- Some are under the impression that if an item is sent without delivery confirmation and the buyer files an inr, eBay will count it as as a seller cancelled transaction because there is no 'proof' that the item was sent out and that the seller might have just pretended to send the order out. That doesn't sound right to me but I wanted to check with you.
My gut says this isn't the case but the truth is I'm not 100% sure. I asked a trusted CS contact and should have the answer shortly.
EDIT: Confirmed, this would NOT be counted as a seller cancelled transaction.
@pocomocomputing wrote:
I think we have learned what is a duplicate over the past posts and weeks.
But what is eBay's policy of handling this. Some sellers in the eBay.com forum post they are suspended for 7 or 30 days without notice of previous violations.
Others post there that you get warning for individual listings, then a 7 day warning then 30 days and then poof gone if this all happens within a short time period (1 year ?).
In the old days, the dashboard had a section telling you how many policy violations you had and how long you were "in danger" if you should repeat it. This tool was removed.
How does a seller know they are in trouble with policy violations?
Is the same count of duplicates used for a seller with 100 listings as with 10,000 listings or is it prorated?
The consequences to policy violations vary depending on the seller and are not public information as they only concern the affected sellers. Usually, emails are sent when any action is taken and they outline what the seller faces should they continue to breach policy.
Duplicates are not allowed for any seller so it doesn't matter how many listings they have.
@pjcdn2005 wrote:
I dd say that the item was returned so yes the item was shipped and was marked as shipped. In the first case when the cancellation was done, the reason was marked as customer requested as that is what it was. Does the fact that it was marked shipped make a difference to your reply? Would it make a difference as to whether or not was tracking uploaded and showed that the item was delivered?
Sorry for the confusion and thanks for clarifying. If an item was shipped, it shouldn't be considered as a seller cancelled transaction even if the buyer doesn't request a return via the Returns flow. When a refund is issued outside of the Returns flow, CS will look at eBay messages to check if the buyer asked for the refund or return, so the seller shouldn't get a cancellation defect in your scenario.If the buyer asked for the return in direct email, then it probably would look like a seller cancellation and CS wouldn't be able to remove the defect for the reasons I described in my last post. If tracking was uploaded, then it wouldn't be considered a cancellation because there is proof of shipping.
@pjcdn2005 wrote:
@pjcdn2005 wrote:
- New question - If a buyer does go through the return process but the item is not received back until after the 30 days from purchase will the seller have their fvf credited?
If a buyer fails to return the item within the prescribed time, the seller would need to escalate the case to eBay and eBay would decide in favour of the seller, in which case the transaction is considered as completed as if there was no return. Seller would keep the money and the FVF would stand.
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Raphael,
Sorry, but I guess I wasn't very clear. The item was returned but the buyer was overseas so by the time it was received back here it was 30 days after the purchase. In that situation the buyer did the return through messages, not through the return system and I couldn't cancel the transaction (after 30 days) so I did not get back my fvf but refunded the buyer through Paypal. I asked the question because I was wondering if the buyer had gone through the return system and returned the item in the same time frame, would I then have been able to cancel and recover my fvf? In other words, in that situation is it to my benefit had I forced the buyer to use the return system?
As I said earlier, I am hesitant to require the buyer to go through the return system as it does make them do a extra step. I've had two similar situations happen...one was because an item was too small (size was in the item specifics) and in the other one the buyer didn't like the color so both were buyer remorse reasons. It's entirely possible that if I had directed the buyers to the return system that their reasons would have changed once they realized that return shipping would be paid if they changed their reason. I'm aware that if they did that and I phoned customer service I 'might' win as I would have proof in messages that the buyer was being dishonest but I've heard a few stories about the seller losing AND receiving a closed case without resolution defect so that's a bit risky.
In that case, yes it would be preferable that you ask the buyer to use the Returns flow, because then my previous answer would apply (you could escalate the case to protect yourself). As risky as doing that may be, most buyers agree to proceed that way if you explain that it's also for their protection.
