Transaction Defect Rate!! Help :(

usaamah426 · #1 05-23-2018

Hi, so today I checked my seller dashboard to shockingly find my seller level to be at 'Below Standard' at my next evaluation. I am currently a top-rated seller and I am proud of the customer service which I offer to all of my customers.

However the cause of this next evaluation to be 'below standard' is due to 'Transactions you cancelled for being out of stock'. It is showing as 2.39% of transactions.

This is ridiculous as not once have I ever cancelled a transaction on this account for being out of stock. The only time I cancel transactions is when a customer changes his/her mind. I then click 'buyer asked to cancel order' to cancel the order. It seems as though there has been an error on the eBay system and it is not registering as me cancelling the orders due to buyers asking. Rather registering them being cancelled due to being out of stock.

What can I do to resolve this? Any help would be greatly appreciated.

Kind regards

phaz0rz · #2 05-23-2018

If it's really an eBay back-end error, the only thing you can do is call in and ask why your account is being hit with unjustified defects.

usaamah426 · #3 05-23-2018

Can someone check their own seller dashboard to see if this is happening to others or just me? This issue is affecting all of my stealth accounts :(

ebaystealth1974 · #4 05-23-2018

Nothing like that on my end.

phaz0rz · #5 05-23-2018

All good on this side of the pond.

ross88 · #6 05-23-2018

Yes the same has happened to me. I discovered it earlier today before seeing your post. 4 Transaction defects due to being cancelled for out of stock. I have never been out of stock and never selected that either!

usaamah426 · #7 05-23-2018

Quote:

Originally Posted by ross88

Yes the same has happened to me. I discovered it earlier today before seeing your post. 4 Transaction defects due to being cancelled for out of stock. I have never been out of stock and never selected that either!

Shocking, seems to be a glitch on eBay's side then. Going to give it until Friday and if it's still not sorted, I'll ring in. Surely by then enough people would have reported the issue to them.

greatgads · #8 09-12-2018

I never cancel or refund, I just wait until they file INR and then refund. NO DEFECT. Maybe a negative but better than out of stock defect

**SaiJin** · #9 09-12-2018

Yep, wait till end of the week, but if it doesn't go away and if you are courageous enough call them and see if they can fix it on their end.

phaz0rz · #10 09-12-2018

Quote:

Originally Posted by greatgads

I never cancel or refund, I just wait until they file INR and then refund. NO DEFECT. Maybe a negative but better than out of stock defect

Why did you revive this thread?

Since we're on the topic, it's a lot better to cancel orders as "buyer requested" than to wait until the buyer open an INR case against you (which DOES count as an equal weight defect compared to an out of stock defect) AND leaves negative feedback for their order. I don't understand why you'd do that.

Pandoras_box · #11 09-16-2018

Quote:

Originally Posted by phaz0rz

Why did you revive this thread?

Since we're on the topic, it's a lot better to cancel orders as "buyer requested" than to wait until the buyer open an INR case against you (which DOES count as an equal weight defect compared to an out of stock defect) AND leaves negative feedback for their order. I don't understand why you'd do that.

There are no defects for INR cases in the UK though, except of course CS decides in favour of the customer.
But as you rightly mention, it is a bad idea to ignore customer's request to cancel an order.
Too many open cases and the listing begins to tank. I have seen this happen time and time again over the years.

greatgads · #12 09-20-2018

Quote:

Originally Posted by phaz0rz

Why did you revive this thread?

Since we're on the topic, it's a lot better to cancel orders as "buyer requested" than to wait until the buyer open an INR case against you (which DOES count as an equal weight defect compared to an out of stock defect) AND leaves negative feedback for their order. I don't understand why you'd do that.

Never said I wouldn't cancel if buyer requested. If I was OOS I would never cancel for that reason. I just pretend nothing is wrong and wait for buyer to claim INR. INR claim, as long as you refund is NOT A DEFECT (at least for standard level... not sure about keeping top rated status or top rated plus.) It is not equal to cancelling because you are OOS.