Yes, I agree, they've turned those of us who consider ourselves "boutique sellers" into paranoids, forever with an eye on the Dashboard to see what ugliness may appear.
So far I've escaped defects, but just barely. I feel like there's a bull's-eye on my back, just waiting to attract the right circumstances.
The saddest part of all this, to my mind, is that really good sellers, who have been giving their customers outstanding service for years, are getting defects for trying to do the right thing by their buyers!
In the meantime, we all hold our breath every time we attempt to provide good service. Here's an example: Last week, a buyer purchased 2 paper sewing patterns from my store. She then purchased a CD sewing pattern a few days later (along with a 3rd paper pattern). I had the CD and the paper pattern all parcelled up and the Expedited label paid for and affixed to the parcel, ready to go the next morning. I had paid for the upgrade to Expedited myself.
On taking a closer look I noticed that the CD this buyer had purchased was actually a duplicate of the paper pattern she'd purchased a few days earlier. I sent her a note asking if she realized it was the same pattern, and asking if she'd like a refund and to cancel. She hadn't noticed it was a duplicate, and thanked me for offering to refund and cancel. I told her not to worry about returning the CD, just pass it along to someone who might use it.
Well, I refunded her in full and sent the cancellation (reason: buyer made mistake/changed her mind), but I suppose she was busy, and several days went by. I realized to my dismay that I might get a defect -- as you did -- if I were obliged to close the cancellation case myself. Fortunately the buyer popped up and closed it just in time. So far I see no defect on my Dashboard, but I'm still watching.
Why a transaction ending in this manner (as yours did -- with the buyer satisfied), would ever be considered a defect, I can't fathom. I think that eBay launched this whole defect programme, as usual, without fully considering the consequences. Or maybe they did, and their real motive is to get rid of as many small sellers as possible so they can concentrate on their main interest these days, their corporate pals.
My only hope -- and it may be a futile one -- is that the new automated "after-sales experience" procedures may eliminate many of the unfair defects arising from cancellations. However, now we'll have buyers being able to ask for cancellations within a hour of purchasing. I can see that causing new issues for sellers, who will have no choice but to always cancel.
Combined with the new Paypal 180 day return/INAD/INR window, we can't count on any sale being a closed transaction within a reasonable time period.
By the way, 'jt' , if you have the energy and time, I would try to reverse that second defect you mention. You should not have got a demerit for being a good seller. And yes, I agree completely, "defect" is a very unpleasant word -- it makes me think of reform schools and factory floors.
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