Have you successfully appealed an eBay defect?

We’re hearing from lots of sellers that they’re racking up defects on their eBay Seller Dashboard, many of which they consider to be unfair.

In some cases we agree that something went wrong and ‘sorry’ but the transaction was less than perfect even if you as a seller think otherwise. In other cases it’s hard to see what the seller could have done differently or better, it’s simply a customer who is hard to please.

For instance what about the buyer that asks where their item is when delivery has already been attempted? What about the buyer that simply orders the wrong item and then says it’s not as described when in fact it’s perfectly described and they just can’t read?

Are these fair defects or should eBay remove them. Have you personally tried to use the appeals process and was the outcome satisfactory?

What’s the definition of a defect

When considering what is a fair defect, eBay say “A ‘defect’ is a transaction that’s considered to create a bad shopping experience for buyers. We understand that not all transactions go well, and this is just a part of doing business. Still, these transactions can seriously affect a buyer’s likelihood to buy with you again. With the new performance measurement, we’ll be better able to reward sellers that provide excellent customer experience“.

How do eBay measure defects

eBay consider the following to be defects:

  • Detailed seller ratings of 1, 2 or 3 for item as described
  • Returns for item not as described
  • eBay Money Back Guarantee or PayPal Buyer Protection cases for item not as described
  • Detailed seller rating of 1 for dispatch time
  • eBay Money Back Guarantee or PayPal Buyer Protection cases for item not received
  • Negative Feedback
  • Neutral Feedback
  • Transactions cancelled by you due to stock out or item sold to another buyer

Your first seller assessment which will include defects

The 20th of August is fast approaching when any defects on your dashboard really will matter and affect your account status. What is your experience to date, is your account and Top Rated Seller status safe or are you about to be downgraded?

Tamebay reader Liz has some concerns. She wrote to us asking if anyone has had any luck getting defects removed or at least disputing them and would love to hear your experiences.

Here’s what she had to say:

Have you heard from any one who has had success with getting defects removed or at least disputing them? I was bounced around the call centre for over three hours yesterday (before someone accidentally cut me off) and another two hours on live chat attempting to do this, still with no success!

I just wondered if you know of anyone who has managed to speak to the right department and secondly managed to get defects removed?

The irony is the fact that eBay think they are measuring my customer service, when their own is so shockingly poor!