What kind of transactions will be counted as eBay defects, and how to avoid these defects?

If there is no defect in your eBay account, you will be far from Top Rated!

What kind of transactions will be counted as eBay defects, and how to avoid these defects?

This time, I want to talk to you about Defects in eBay Seller Dashboard. First, we need to popularize some basic concepts.

As we all know, the seller level assessment is based on transactions in the USA; UK, Ireland; Germany, Austria, Switzerland and Global sites.

Our definition of transaction assessment on different sites is the country of the buyer's delivery address, and then the transaction will be included in the assessment of the corresponding site.

The contents of the assessment are:

Transaction defect rate/late shipment rate/cases closed without seller resolution/ transactions and sales.

* In addition to these assessments, the US site has added an additional item: tracking uploaded on time and validated.

Among the above assessment contents, defect is probably the most troublesome word for most sellers. Defect consists of two aspects: one is the defect caused by canceled transactions, and the other is the defect caused by unresolved disputes. Unresolved dispute defects will be included in both assessment results.

Let’s get real today!

01

Let’s first talk about “Transactions you canceled for being out of stock”.

As for what kind of transactions will be counted as this defect, we can roughly understand the meaning of this sentence. If a transaction is cancelled due to the seller's shortage of stock, it will be counted as a defect.

Then one common situation that will be counted as a defect is that eBay opens a transaction cancellation, and the seller chooses the reason of out of stock. Another situation is that eBay has no disputes or no communication records between the buyer and the seller showing that the transaction is to be cancelled or the buyer requests a refund, and the final payment is returned to the buyer.

● How should sellers avoid these defects?

The first one we mentioned is that if you choose out of stock when canceling a transaction on eBay, there is no way to avoid it. If it is indeed the seller who caused the cancellation of the transaction, then we can only bear it silently!

But our sellers still have room for improvement. Sellers should check their inventory regularly to ensure that there is enough inventory to provide to buyers, so as to prevent out-of-stock situations.

We also have some best practices to avoid the transaction cancellation defect caused by the second situation. For example, if the buyer requests to cancel the transaction, then as a seller, you can choose to cancel the transaction on eBay and select the reason for the cancellation caused by the buyer. Alternatively, the seller can choose to refund through PayPal and communicate with the buyer on eBay about the cancellation or refund before the refund.

02

As for “Cases closed without seller resolution”, as the name suggests, if the final judgment in the escalated dispute is that the seller should be responsible for the dispute, but failed to do so, then it will be counted as this defect.

To avoid this defect, we can do more to avoid opening return requests or disputes about items not received:

● Ensure the accuracy of item descriptions, edit more detailed pictures and product attributes and other information;

● Ship goods in time and upload the correct tracking number to eBay;

● Check whether the buyer has contacted the seller via eBay message. If so, the seller should respond to the buyer's questions in a timely manner;

● If a return request or item not received dispute is still unavoidable, then the seller should follow up with the buyer in a timely manner after the buyer opens the dispute.

TIPS:

If the dispute has been adjudicated and the seller has been marked as a defect, please do not forget that you still have a bright road to appeal. If you have reasons for appeal, please appeal to eBay within 30 days after the dispute is adjudicated. If the seller's appeal is successful, the corresponding defect will be automatically removed by the system.