Hi everyone -
Opening the chat up for your questions. I'll work on getting answers for you tomorrow (Wednesday) afternoon!
See you then,
Tyler
@flyhooks4less wrote:
Hi Tyler,
Why does eBay issue seller defects without looking at the facts or message trails. I received 2 defects recently, for one order. This is very concerning to me as I seem to have received defects for good customer service! Example below.
Recently 2 defects were added to my selling account. The 2 defects show as being added because I cancelled an order for being out of stock. When in reality I cancelled the order (refunded the buyer) because the buyer provided an incomplete address and the goods were returned to me by Canada Post (missing unit number). I attempted to contact the buyer for a correct address 2 times, and received no response. It appears the buyer is new, as the buyers account was created the day goods were ordered. (April 13th) Bottom line is that in good faith I refunded the buyer in full for goods they did not receive. For this good deed I receive 2 defects? Defects for being out of stock for 4 items that were shipped the day the order was received!
How is it that I, as a seller, can be penalized for a buyer not providing a proper address to eBay or PayPal, and not responding to messages for address clarification.
To me it is unacceptable that eBay automatically issues defects in such a scenario?
I have emailed eBay for a defect removal, but I have my doubts that they will remove them, or that they will even respond. If I sound bitter, its because I am. As a seller I feel totally wronged in this scenario, though no fault of my own.
Hi @flyhooks4less - I know that you had the defects removed already, which is great, but I wanted to share some insight from our process on why it would have happened in the first place.
We consider a full refund without involving an eBay instrument to be a stock-out cancellation. That's why issuing a full refund through PayPal directly results in a cancellation defect.
Cancelling through eBay is preferred because it lets us notify the buyer appropriately, automate the refund of your Final Value Fees as well as automatically issuing the refund to your buyer through the PayPal transaction.
There's nothing wrong with issuing a refund through PayPal first, but you'll want to make sure that you also file an eBay cancellation so that we're aware too and to also prevent this from happening again.
If you run into issues with cancelling through eBay, please consider contacting CS so they can look into it and assist as necessary. Thanks!
Thanks for joining the chat this week. It's now closed but I'm still here if you need something!
Or come say hi on the .com chat happening at 4pm here, as I'll be there too. 🙂
Tyler
