w~~_7.JPG "pjcdn2005"){kind=avatar}
There is no such thing as a "defect" for late shipping, there are only two ways to get a defect. failure to ship due to out of stock and Cases closed without seller resolution.
As far as tracking.........I don't upload any tracking except for some US bound shipments and I have zero late shipments.
If you don't upload tracking your buyer must indicate the package was received late when (IF) they leave feedback at all to get a late shipment "ding" (NOT defect).
@slaneyenterprises wrote:
We do get defects or shipping late shipments & for no tracking provided. The item was purchased, 3 day handling time & It was shipped the next day & the tracking was uploaded right away. The defect summary even says I provided tracking info on time but it said it wasn't scanned on time. Overal percentage went down.
Sorry but there is no such thing as a "defect" for late shipping or not using tracking.
Tracking that does not get an Acceptance Scan within your handling time will affect you shipping time metric ONLY if the package is not delivered within the handling time or the buyer indicates it was delivered late when/if they leave feedback.
Bottom line is that this particular metric doesn't even apply to Canadian Sellers.
tyler@ebay Can you please look into the Late Shipment Mark this user received? He says the CSR told him Purolator isn't an accepted carrier but I suspect it was due to the parcel perhaps changing hands between unrelated carriers due to whatever reciprocal agreements the two companies have. Nonetheless, it would be a good opportunity to clear the air and also to differentiate between Late Shipment Marks and Defects.
Thanks.
@slaneyenterprises wrote:
....If they weren't defects don't you think that one of the 3 people I spoke to would have said that?
You got a load of beans for an answer from the Customer Service Reps on the Purolator front; if they struggled to explain that to you, I doubt they would have corrected your use of the term 'defect' where 'late shipment mark' was warranted.
As I said already, and as everyone else on the thread has indicated, marks for late shipment do not lead to defects. Defects are far more serious than Late Shipment Marks. Both appear on the Dashboard as if they were equally important but, in truth, the latter is not as serious as the former. Too many would lead to some difficulty but there is a higher threshold for it.
Thanks for the tag @momcqueen!
Hi @slaneyenterprises - definitely sounds like you've been given a number of different responses, I'm going to have your contacts to CS reviewed for appropriate coaching.
Longwinded explanation incoming:
To clarify - the Transaction Defect Rate is a specific metric on a seller's account performance evaluation that looks at Cases Closed without Seller Resolution and Stock-Out Cancellations. A defect rate percentage of 2% or more is considered Below Standard and will impact your account standing.
In addition to the Transaction Defect Rate, there are a number of other metrics we look at when considering your performance: Late Shipment rate, Cases closed without resolution (it's counted twice), and the Tracking Uploaded on Time and Validated percentage (TUoT&V - it's so much to type).
Late Shipments and TUoT&V are metrics you are required to maintain if you want to earn the Top Rated status. Failure to meet those expectations will not impact your account negatively (like dipping Below Standard would).
Colloquially, it's hard to choose a single descriptor for missing on those metrics. Personally, I call them 'misses' or 'dings' because I don't want to create confusion by calling them defects, since we have an entire category of performance called defects. I don't think it's out of line to refer to them as defects, as long as we all understand that a miss/ding/defect on Late Shipment or TUoT&V is not the same as a transaction defect.
Okay, longwinded explanation over.
When it comes to Purolator and the TUoT&V metric, I expect that what may have been at play is the lead time that happens with this particular category. Our system considers all shipments a miss on this report until we receive data that proves otherwise (as opposed to all our other metrics that presume you meet the goal until we see evidence you haven't).
Purolator in and of itself isn't considered an 'integrated carrier' (meaning it won't automatically update to many of our internal systems). However, once passed off to DHL I imagine that data uploaded and the dashboard updated accordingly (I can't see a ding on your account at this point in time). If I'm missing something, or you were referencing a different selling account please let me know!
Hi @pjcdn2005 - apologies, that is correct if going by the Global standards. As members of eBay Canada, you can qualify for Top Rated in either the Global bucket or the US bucket.
The Global standard is a bit easier, but sometimes it's tricky to hit the transaction requirement if you're selling primarily to US buyers.
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