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  #1  
Old 09-17-2014
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Default Defect Removal - Cancellation and Return of Order

To be brief.

Buyer buys item on 26/08.

Buyer decides to return item. (NOT INAD)

Item received yesterday. 16/09/2014.

I check item and all is okay and it is resellable.

So to process a refund and avoid a defect I did the following:

1. Opened a Cancellation Request and selected the option Buyer is returning the item/changed their mind.

2. I then log into Paypal and refund in full.

No problem.

But hang on..........

Just gone onto my dashboard, and checked "View Trending Data"

A DEFECT for Cancelled Transactions has appeared for August!

It has not appeared in the main Dashboard window yet for the projected 20/09/2014 evaluation.

Im guessing it has not been updated yet?

But when it does/if it does, this will cost me my TRS on my main account.

So is Live Chat is on the Menu?

I have no other defects for Cancelled Transactions by the way.

Please could anyone advise what I need to do.

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  #2  
Old 09-17-2014
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Default Re: Defect Removal - Cancellation and Return of Order

I have now realised why this has probably happened.

The buyer communicated with me outside EBay via my Email address.

There is no communication within the EBay Messaging facility.

Hopefully this might help someone else.

Currently deciding whether to appeal this via Live Chat.....
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Old 09-17-2014
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Default Re: Defect Removal - Cancellation and Return of Order

That is terrible! I haven't such experience. This commnication outside EBay probably is the reason why this happened.
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Old 09-17-2014
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Default Re: Defect Removal - Cancellation and Return of Order

I have been on Live Chat.

They agreed that it was not a defect. I had selected the correct reason for return.

They said it will be removed once the buyer agrees to the Cancellation request. If they do not, or it times out with no response it will be removed automatically. If that does not happen I can contact them again.

I have read nothing suggesting a buyer has to agree to a Cancellation request for the right reason to get it removed.

We need a manual to use EBay nowadays.
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Old 09-17-2014
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Default Re: Defect Removal - Cancellation and Return of Order

This sounds promising. I think that everything will be ok. We sure need a manual to use EBay nowadays!
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Old 09-18-2014
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Default Re: Defect Removal - Cancellation and Return of Order

Just another update - It may help others in a similar situation in the future.

Just come off Live Chat for the second time.

They have agreed to remove the defect.

The customer agreed to cancel the transaction late last night.

What is interesting is that I experienced a carbon copy of this situation on another account and no Defect was scored.

Which makes you wonder if this was done to cynically remove TRS?
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Old 09-18-2014
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Default Re: Defect Removal - Cancellation and Return of Order

Quote:
Originally Posted by donkeykong2012 View Post
Which makes you wonder if this was done to cynically remove TRS?
I am not sure eBay is that efficient tbh. Most likely just another bug on their system.
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Old 09-18-2014
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Default Re: Defect Removal - Cancellation and Return of Order

Quote:
Originally Posted by donkeykong2012 View Post
Just another update - It may help others in a similar situation in the future.

Just come off Live Chat for the second time.

They have agreed to remove the defect.

The customer agreed to cancel the transaction late last night.

What is interesting is that I experienced a carbon copy of this situation on another account and no Defect was scored.

Which makes you wonder if this was done to cynically remove TRS?
If it didn't happen on the second account then mostly likely a glitch of some sort - I would keep an eye on it if you run further accounts, see if a pattern occurs and report back. Was the second account TRS?
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Old 09-18-2014
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Default Re: Defect Removal - Cancellation and Return of Order

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Originally Posted by Callidus View Post
If it didn't happen on the second account then mostly likely a glitch of some sort - I would keep an eye on it if you run further accounts, see if a pattern occurs and report back. Was the second account TRS?
No a relatively young stealth account.

All comms were off EBay through the Business Email address.
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Old 09-18-2014
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Default Re: Defect Removal - Cancellation and Return of Order

Nice to hear of the resolution with LiveChat Donkeykong
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  #11  
Old 09-18-2014
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Default Re: Defect Removal - Cancellation and Return of Order

It takes 2 business days to disappear apparently.

Hoping it goes before the 20th Evaluation or there goes my discount......
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Old 09-18-2014
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Default Re: Defect Removal - Cancellation and Return of Order

Ah right - 2 days remaining...hope the live chat agent picked up on that time delay
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Old 09-19-2014
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Default Re: Defect Removal - Cancellation and Return of Order

Back to TRS for the evaluation tomorrow.

Happy Days.
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  #14  
Old 09-24-2014
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Default Re: Defect Removal - Cancellation and Return of Order

Thought I would bump this thread.

The Cancellation button on EBay UK is now missing.

There are a few interesting threads on the Powerseller and Business Seller boards about this.

It seems claiming FVF's back for cancellations are much more difficult.

I was going to post a link to an EBay page that says you can't cancel a sale once its posted. But I didn't want to post a link.

Really confused.

Any many more are on the boards.
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