Another Seller Defect - Need Advice

[needsmorerobots]

I am upset to no end, my 2nd defect in under a year.

Ebay says I cancelled a sale because I was out of stock when I didn't.

I fully refunded the customer after making the sale when the item did not arrive at it's destination.

I tried to locate in the details the reason for my refund before I call Ebay, everything but the reason for the refund is available.

How can I locate this information?

[recped · Accepted solution]

@needsmorerobots 

Look for the message from eBay about the refund, either the "hang tight" or "your refund" one, in that message there is a link to the "refund details" click on that and you will be able to find the reason you used (not any additional comments). You might have to expand the section at the top.

[brettjet38]

It will be one of these reasons...

Select a reason for refund

-Seller cancelled/Out of stock

-Buyer cancelled

-Item not received

-Buyer return

-Item not as described

-Other adjustment

-Shipping discount

And, these are "trick" questions as they do not say how answering them and which one you answer is used as a "metric" on your account & against you...

If you select "Seller cancelled/Out of stock"...

[edubb101]

Hello,

I'm just guessing here but shouldn't your customer have formally opened up an INR? If that is the case then the reason for the refund should be straight forward as INR's are logged.  If you just refunded without your customer opening up a claim then perhaps that is the issue?   And then when you did go to refund perhaps you picked the incorrect reason for the refund and accidently picked out of stock?

Like I mentioned I'm just guessing but I hope it sorts itself out.

All the best.

[rocketscollectibles]

Ebay says I cancelled a sale because I was out of stock when I didn't.

Did you cancelled any order falsy selecting as reason that buyer requested to cancel or problem with adress? Cause this is pretty much the only situation where ebay could have give you a defect manually. Most likely if buyer contacted them about it.

My guess would be that you did that, did you?

I fully refunded the customer after making the sale when the item did not arrive at it's destination.

If buyer opened an INR case and you refunded within the 4-days, it doesnt give a defect. This is a case closed with resolution.

If you refunded manually selecting item not received, it does not give you a defect either.

The only situation ebay gives a defect manually is if you lied in the reason selected and buyer contacted them. Or you chosed out of stock yourself without noticing it.

[needsmorerobots]

I found it.

As I thought, I refunded under "Item not received".

So in short, here is what happened:

Buyer bought and paid for a DVD. I sent the DVD off but I sent it off to the wrong address. Person at the address contacts me. I realized my mistake. I sent a message to the customer and refunded that person under "Item not received". The customer did not open an INR before or after the refund.

As I communicated to the customer, I would send a replacement copy free of charge for my mistake. Customer received the replacement copy.

Sometime later I find it is now a defect rate. The defect specifically says that I cancelled under the reason "out of stock".

At least now I can contact Ebay and have them remove my defect.