Following on from Part 1 of my guide to defects on eBay, we’re now going to take a look at what defects can be removed and how.
As was the case previously, when your positive feedback percentage was the main indicator for seller performance, it is very difficult to get a defect removed from your account and really, it can only be done in very specific circumstances.
There are a few instances where eBay will automatically remove a defect from your account, such as:
- If the buyer doesn’t pay for their order (but you HAVE to open an unpaid item case for the defect to be removed).
- An eBay Money Back Guarantee or PayPal Buyer Protection case is ruled in the seller’s favour (though obviously this is a very rare occasion).
- If eBay takes action against a buyer for violating their buying practices policy.
- If eBay can determine, through valid tracking, that the defect was the direct result of systematic delays in delivery or communication – such as wide scale postage delays, items being stuck at customs (through no fault of the seller), power outages due to extreme weather etc.
With this last point, it has to be a wide-scale problem for eBay to remove the defect.
Don’t think that you can show that your courier didn’t show up when they said they would and that’s why the item arrived late, not at all! It would only apply in a case such as Royal Mail delaying deliveries due to extreme weather or if you couldn’t respond to a buyer because eBay’s site was down.
But again, it can’t have been a problem for you specifically, so it won’t matter to eBay if your internet was down (even if you can prove it) – it has to be a wide-scale problem.
With these automatic cases – defects should be removed on a Wednesday so if you believe your case falls into one of the above categories, keep an eye on the defect via your seller dashboard and monitor whether it is actually removed.
If not, you’ll have to contact eBay and ask them to do it manually.
Now I know what you may be thinking – is that it? Surely there must be many other instances where eBay will remove a defect?
And the short answer to that question is – no. [Read more...]