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.
These are pretty much the only circumstances where eBay will remove the defect from your account and while you can always request that a defect is removed if you believe you have a good reason for it, that will most likely be a futile attempt and pretty simply – a waste of your time.
Just to make sure there’s no confusion, here’s a list of defects that eBay specifically state are NOT eligible for removal:
- If you resolve a buyer’s problem after a request is opened.
- If your buyer leaves negative or neutral feedback and later revises it to positive.
- A feedback comment that is removed because it violates eBay policy, such as profanity or links (in this case, the comment itself will be removed but the feedback rating and any related defects aren’t).
- Postage related defects when the transaction doesn’t have tracking (as eBay are then unable to verify shipping and delivery time).
- When a buyer is refunded through eBay’s Money Back Guarantee (even if you were found to not be at fault).
Now some of these do seem very unreasonable, especially the first two.
After all, mistakes can and do happen, no matter how careful you are as a seller. And surely that’s what great customer service is, when a buyer is unhappy (for whatever reason) and you then resolve the problem for them so that they are happy.
But unfortunately, eBay doesn’t see it like that and they claim it’s because, from their research and tracking of millions of past listings, if a buyer initially leaves negative or neutral feedback, they’re unlikely to ever buy from you again (even if you do resolve the issue).
Honestly, from my experience, that’s not actually the case as when a mistake happens and you rectify it quickly and easily – buyers often then trust you and do come back for repeat purchases.
But as I’ve always said, if you want to sell on eBay, then you have to play by their rules. There’s just no way around it.
And that’s why I constantly talk about diversification. As soon as you can you have to expand to other selling channels such as Amazon, other online/offline alternatives to eBay and most importantly – your own online store.
I have written a very recent guide on the BEST current eBay alternatives that will allow you to increase your sales and grow your business OUTSIDE eBay.
And if you’re in a position to really try to expand beyond eBay and build a real business (that you own and control 100%) then take a look at my brand new course on creating, running and managing a highly successful online store:
The course is called eCommerce Magnates.
I’ve created this course from the ground up and in it I cover everything you need to know about creating your own eCommerce store.
I’ve had countless customers telling me that it’s way underpriced at £97, so at the special offer price of £67, I know that you simply cannot find a better value deal anywhere online.
Now if you have any questions about eBay’s new defect rate, or want to get some help finding out whether a defect you’ve received is eligible for removal, then post below in the comments section and I’ll answer you personally.
Otherwise – until next time!
All the best,