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Mon June 9 2014 11:07:42

New eBay Defect Rating System Counts Buyer Mistakes

By: Reader

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Dear Ina,
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.
Jordan




Comments (62) | Permalink

Readers Comments

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: Massachusets Howler This user has validated their user name.

Mon Jun 9 11:15:09 2014

Jordan is ABSOLUTELY hitting the nail on the head here.

We could not agree more.
MH

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

This user has validated their user name. by: Rexford

Mon Jun 9 12:06:26 2014

"eBay is allowing a 2% buffer for errors"

How very generous of eBay.  Every defect that we currently have on our account is due to seller error, and it is a lot more than 2%.

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

This user has validated their user name. by: Rexford

Mon Jun 9 12:06:52 2014

I meant BUYER error.

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

This user has validated their user name. by: bitbybit

Mon Jun 9 13:03:07 2014

Here's a new one. I called several times about a defect and gave the CSR the transaction no. The CSR didn't have that number but had a totally different transaction no. for a jewelry item returned several months ago due to buyer's error. It was a smooth return and buyer even apologized having to return.

What I would like to know is why the CSR is showing this as a defect (cancelled transaction defect) but I am seeing a completely different transaction no. on my report? This was for an insured item damaged in transit and fully refunded. The CSR could not see this transaction no. Of course nothing could be done and it was a complete waste of timing calling.  

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: encoreresale This user has validated their user name.

Mon Jun 9 13:06:32 2014

We have the same issue. 2 low DSRs on item as described. Since they left positive feedback, we contacted the buyers through eBay messages (for "paper trail" purposes) and got responses from both: no problem - my mistake. What are the odds eBay will remove these non-defects from our record? We'll try, but we're not hopeful.

eBay has just created a system with no incentive for sellers to go out of their way to offer good post-sale service. Once a case is created, the damage is done. There should be a way for a buyer to say "all fixed - I'm happy" and have the defect disappear.

If eBay's goal is to have fewer sellers reach TRS status, this will definitely do it. And through no fault of the sellers.  

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: Ladmo This user has validated their user name.
Web Site

Mon Jun 9 13:48:11 2014

We agree! eBay should review AND amend this broken and unfair policy - for a number of reasons. The fact that buyers are liars and sellers are yellers, may be true, but the old adage needs a bit of a tweak..."The customer is always right! (until they're NOT!)

Example: Buyer orders a BLOND wig, as correctly described in the eBay listing. BLOND wig is shipped. BLOND wig arrives. Buyer is disappointed because the wig they THOUGHT they bought was BROWN. Really? It happens. Honest eBayers on both sides of the counter sometimes make a mistake. But the way the eBay system is currently set-up it's the SELLER who bares the brunt with a lower "not as described" DSL.

Now, when buyer goes to the Resolution Center - to "Resolve a problem" the buyer has ONLY 2 radio button choices under "I bought an item." (1) I haven't received it yet. (2) I received an item that does not match the seller's description. They may also choose "My problem is not listed here" which goes to a page that reaffirms the first 2 options and others, not relevant to what actually transpired in this case. We find most buyers just choose option 2.
 
We suggest an additional button. "I wish to return the item." This would too would start the buyer/seller communication and return process. When buyer and seller work out the details in good faith defects should be easily avoided.

The second part of this broken system is the % buffer. We suggest the defect % also be tied to volume. A lower volume seller is much more prone to loss of TRS than a high volume seller for ANY negative feedback - warranted or not. Do the math to see what we mean. eBay should actually READ some of the negative feedback garnered by high volume sellers. We have. And honestly, we'd be gone if we received even a minute % of this kind of poor performance negative feedback.

As stated,  the new eBay ODR (order defect rate) is defective and should be changed. We would appreciate an eBay response.
Regards,
bwaaack! on ebay

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

This user has validated their user name. by: Philip Cohen
Web Site

Mon Jun 9 14:56:47 2014

Clearly eBay's "Defect Rate" system is defective, and undoubtedly it could be fixed by any competent database programmer. So, you have to wonder, if it is not simple incompetence, what is their purpose for such a system? Because, surely, this, deliberately or no, “defective defect” regime is not being applied to eBay’s preferred major brands merchants—they, surely, would not stand for it. Regrettably, just about everything eBay now does demonstrates that eBay Inc has indeed become a place where the incompetent mingle with the malevolent and the criminal, and the just plain stupid ... http://bit.ly/11F2eas

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: RCL This user has validated their user name.

Mon Jun 9 14:57:14 2014

Oh come on. What does eBay have to gain by disqualifying TRS sellers?...... Sellers: Update your listings in bulk to say "If you have a question, please use "This is not about an item" and select "Other"."

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

This user has validated their user name. by: Ric

Mon Jun 9 15:16:13 2014

OK, so for once, this eBay seller wins one... Here is the abbreviated version.

Buyer purchases and receives video card, then contacts me for technical support. Multiple messages back and forth are necessary to help the buyer with their purchase.

Turns out the part they purchased was not necessary as the problem was with their computer settings and they did not need a replacement video card. I proactively message the buyer that I will be happy to accept the item as a return.

Buyer leaves positive feedback.

Buyer messages me they want to return and requests return address be sent. Since eBay censors emails with contact information, I explain that they should return the card to the address as shown in their PayPal transaction details.

Buyer then opens a case claiming SNAD.

I responded in the resolution process that I would gladly accept the return as previously detailed in eBay messages, and that buyer will receive full refund of original purchase price once the item is returned.

Once I see tracking is active for the return, I issue a full refund. In the message flow, the display indicates that since I have issued the full refund, the case will not count against me, and my FVF's will be refunded.

The box arrives with the returned part the same day I issued the refund.

eBay closed the case after I issued the refund, and I receive FVF credit.

2 days later, eBay counts the case as a defect.

So I call eBay explain all of the above, and am transferred to the seller standards team. I explain the issues again.  

As I explained to the agent, when selling computer parts, it is common that post transaction questions will be necessary, and that eBay's system of opening cases when post purchase questions are asked is a prime example of a solution for a non existent problem.

The agent reviewed messages back and forth, looked at the positive feedback, and admitted that the case may have been opened by the buyer in error.

To my complete shock, the agent agreed the case should not count against me as a defect and promises the case will be de-scored from my defect rating.

Score one for the seller this time around.

PS... this will not turn me into an eBay cheerleader.


New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

This user has validated their user name. by: iheartjacksparrow

Mon Jun 9 16:16:53 2014

@Jordan - Here's a news flash: You are just "noise." You are not one of eBay's preferred sellers, and every new policy, and every new seller update, is stacked against you. At some point, your knees will give out and you'll no longer have the energy to jump through those constantly expanding eBay hoops.    

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: gutspiller This user has validated their user name.

Mon Jun 9 16:54:08 2014

The same here. A couple of months ago a foreign buyer bought an item I didn't ship abroad. So sent him a message I would cancel the transaction and relisted the items. The day after the very same buyer bought the same items again.

Just a but later he reacted to the message I sent, apologised and agreed to cancel the transaction. As I reason I chose "The buyer is situated in a country I don't shop to".

Now a few months later I've received 2 defects for it.

I'm nog gonna bother to contact CS. I've had enough of all the crap and bulshit thrown at me. I've jumped ship. I've closed my shop originally with the intention to reopen it at the end of the summer.

In the meantime all I've seen is more lying, deceiving and manipulating. So my ebay days are behind me. I'm gone and I won't go back.

I don't want to do business with any criminal organisation what Ebay appearantly has become. I don't deal with the mafia. And that's exactly what Ebay has become.  

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: mjr55 This user has validated their user name.

Mon Jun 9 17:24:42 2014

Hoping that Ebay gives CS reps the ability to overturn these defects soon....the CS reps think it's a bit ridiculous this can't be done. It's been brought to the attention of their project managers many times. Whether Ebay does something about it remains to be seen.

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: kilogirl78 This user has validated their user name.

Mon Jun 9 18:29:39 2014

eBay is just trying to get rid of top rated seller status for 95% of sellers. It makes no sense for the only way for us to get cases NOT counted against us is to appeal to customer service before the buyer closes the case and hope ebay closes the case in the seller's favor.  I bet the customer service agents who handle the cases are wondering why all of a sudden their workload has increased.  I went today and escalated all the Item not received cases against us to ebay customer service.  Normally, I let the buyer close out the case but now I have to look like an impatient seller and do the escalating but I'm hovering at 1.86% so I'm not taking any risks.  And for anyone who opens a case, I'm immediately blocking them.  If I lose top seller, I'm going to be paying $2000 more per month in fees.    

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

This user has validated their user name. by: Puck

Mon Jun 9 19:59:31 2014

''They need to make changes immediately.''

I'm sure eBay will jump right on it!

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: Redlion This user has validated their user name.

Mon Jun 9 22:57:01 2014

Defect #1
Buyer opens an item not received case because they didn't bother to fully open the package and doesn't realize the two items they ordered together were actually shipped in the same package.

Defect #2
Buyer from Belgium orders an item and asks for it to be shipped to Brazil. I don't ship to Brazil so I cancel the sale using the "buyer asked me to ship to a country I don't ship to" option.

Defect #3
Buyer from the UK opens a not as described claim because I sent them 2 free items and they didn't order them.

For defect #2 according to the CSR rep I used the wrong option. Naturally using the "Buyer requested I ship to a country I don't ship to" was NOT the correct choice when a buyer requested I ship to a country I don't ship to. I was SUPPOSED to use the "buyer and I disagree over terms" option.

Heaven help us.

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: blaumann This user has validated their user name.

Mon Jun 9 23:23:10 2014

The beatings will continue until morale improves.

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: Cloud This user has validated their user name.

Mon Jun 9 23:37:27 2014

Since this will effectively make TRS extinct I've decided not to sweat it.

I've managed to hang on to the status from it's inception while not changing anything I normally did, except that I added my shipping into the price of more of my products (aka free shipping). That turned out in my favor since when people buy multiple items, which my buyers often do, I can ship it all in one box and I get to keep the amount slated toward shipping and no one is whining I should refund the extra shipping fees.

Anyway, I digress. I am slated at this point to loose my status come August for just the reason you are speaking of, buyers opening disputes just to ask a question or ask about tracking, etc. I've been around eBay long enough to know that the more I complain, the more they bury their heads in the sand and refuse to hear. So...I say let it go. Breathe in slowly, exhale slowly, 3 times and go about your business. What will be will be and when it comes to eBay you can't change them. All you can change is your reaction to it. If you haven't already diversify. There are plenty of other sites out there to sell on. Do they draw the business eBay does, probably not. But they can make up for any possible lost business that losing the status may cause. Frankly, in this case I don't see it causing that great of a loss since most everyone will lose it this time. Yes the loss of 20% discount hurts but they can yank that away anytime they want anyway so I've always viewed that as bonus money anyway. It's all about perception. You can't change eBay so change the way you react.  

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: napedog This user has validated their user name.

Mon Jun 9 23:38:07 2014

It seems to me, eBay is making it harder and harder, to become one of their guilded ''Top Rated'' sellers.
At this point, sellers must be willing to give items away, spend extra $ on shipping, give partial refunds, etc..in fear of getting a defect point.
What sucks is, you can do all that, and the buyer can still sting you with a big 'ol red negative feedback circle!
It isn't logical, it isn't right, and eventually eBay will only have big automated sellers-selling new items via drones, that can be at the buyers house within 3 hours. Don't laugh,it's coming...

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: Soggy Dollar This user has validated their user name.

Mon Jun 9 23:40:49 2014

Let's call a Spade a Spade.  Ebay wants NO TRS in the Mom & Pop stores.  I've been one for 5 years - very high FB and ratings.  However, I must give it up in November anyway because I WILL NOT succumb to eBay's dictatorship of 90 days holiday returns on items I sell.  My products are designed to be worn during the holiday parties.  I refuse to allow 90 day return and lose my profits to returns (which I would) because of these absurd rules.  The forcing of buyer's to open a case to communicate with a seller is asinine.  All TRS are doomed - face it.  Build the current TRS discount into your pricing because you are going to pay it one way or another.  What ebay is doing is, in the long run, raising prices for the buyers or causing small TRS's to go out of business (their ultimate goal).    

New eBay Defect Rating System Counts Buyer Mistake   New eBay Defect Rating System Counts Buyer Mistake

by: cayenna This user has validated their user name.

Mon Jun 9 23:57:01 2014

I still have not opted in for eBay's returns policy and I am a Top Rated Seller. So Far I am happy I have not, and so far I have not had any issues with it. Whenever I get a reminder to opt in and agree I ignore it for later. This is just one more reason why I am happy I didn't. I do accept returns I just did not opt in for their additional returns rules...

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