|Mon June 9 2014 11:07:42|
New eBay Defect Rating System Counts Buyer Mistakes
I have been going back and forth with my "dedicated" eBay sales rep over the new ODR (order defect rate) system implementing. At first I was trying to see if they would remove unwarranted defects from my account which they will not no matter how obvious they are.
"eBay is allowing a 2% buffer for errors" is what I was told so I quickly did the math. 8 out of the newest 20 defects were all mistakes by the buyer or eBay having an awful system. This equates to 40% and the reasons that I tried removing are:
One customer opened 2 claims "I am sorry but I gave you guys the wrong address can you please re ship to the new one."
This was 2 defective orders eBay would not remove.
We would normally go out of the way to pay out of pocket to re-ship for the customer but now with the new system we have no incentive - we might as well tell the customer, sorry you messed up and can't reverse the defect, contact eBay for help.
That one is the most absurd but the rest of the 7 included "hey can I get a tracking update" ... Or, "all I wanted to do was email you but when I followed the contact seller directions on eBay it steered me towards opening a case sorry."
We have 58 out of 60 "item not arrived" claims showing as delivered ahead of schedule. eBay's system would be fine if they just counted actual defects and non-arrivals and not anyone who wants to email us.
My 2.2% defect rate (going to lose TRS) would be down to under .50% if the unjustified defects where cleared up. They need to make changes immediately.