|Sat Aug 2 2014 21:41:02|
eBay Sellers Protest Cancellation Defects
eBay is discouraging sellers from cancelling orders - since it leads to disappointed buyers - by counting them as defects under its new policy taking effect on August 20th. But in today's letters to the editor, two sellers describe cases where this policy has backfired on them.
Thought you might like a quick update on how eBay's defect system is shaking out for some eBay sellers now that we are close to the August launch date.
Here's what happened to me, and from what I was told by several eBay customer service reps, many other sellers are in similar situations. I sold 2 items to a buyer in CA. The next day I had them all boxed up and ready to be mailed when I received a message from eBay telling me not to ship because it was an unauthorized purchase on the seller's account.
Since I had already been paid, I called PayPal and asked how to proceed with a refund. The PayPal rep initiated a 3-way call with eBay and I was walked through the cancellation process step by step. The PayPal rep actually put the refund through.
Several times during that conversation I asked if I would be given a defect for cancelling the transaction, despite the fact I was doing so at eBay's request. I was assured I would not receive a defect for the cancellation.
By now I guess you know where this is going. I have a defect on my account for cancelling the transaction and although they commiserate with my predicament, no one at eBay can remove the defect. I have been told there is no mechanism to do so. So I am being penalized for something I was told to do by eBay and no one there can help me.
After speaking to numerous eBay customer service reps about this issue and similar ones related to the seller defect program, I get the impression that chaos is reigning in eBay's customer service department. They are being inundated with calls and the system is filled with bugs that should have been dealt with before it was rolled out. How can they penalize sellers with defects when their own products and service to sellers are faulty?
I am very upset about having this unearned and undeserved defect on my account. If you would like additional information you can contact me at this email address. I hope you print something about this because what is going on is so unfair and it is affecting many, many good eBay sellers.
I thought your readers might be interested in an experience I had on eBay. I would ask that you don't use my name or userid if you use this in your newsletter.
A customer purchased an item from my eBay store. He then realised that he would have a problem paying because he didn't use PayPal. He wanted to send me a personal check but that is useless to me in Australia.
He then asked if he could cancel the transaction. I said that would be OK and started the process. In a few days, I received notification that the transaction had been cancelled. However when I looked at my dashboard a few weeks later I saw that I had been given a defect over the cancelled transaction.
I phoned eBay to find out what was going on and they told me that have been contacted by many sellers who are having this problem. When the seller goes to cancel the transaction they are asked to give a reason but the reasons are limited to a few options that don't necessarily match the reason for the cancellation. If you select "other" the system decides that it is the sellers fault and records that the transaction was cancelled because the seller ran out of stock or made a mistake. They just make that arbitrary decision based on no information at all.
Basically, I have been penalised for trying to provide good customer service in allowing the buyer to cancel the transaction. I will not be allowing that to happen again. In future I will file non paying bidder claims.
The operator said he agreed with me that it was wrong but said there is nothing he can do to fix it. Just another disappointment in the way in which eBay is heading.