Ebay backtracking ?

charlies_mum

New info about defects. Seems some can be removed after all

http://sellercentre.ebay.co.uk/defect-removal-policy%20

sgh1976

All that and all that really stands out is

The following defects are not eligible for removal:

A seller resolves a buyer's problem after a case is opened.

Neutral or negative feedback that is later revised by the buyer.

A Feedback comment that violates eBay policy, such as containing profanity or links. (The Feedback comment is removed, but the Feedback rating and any related defects aren't removed).

When a case is refunded to the buyer by eBay as a courtesy, without a ruling of who was at fault..



Why !!!!!!!g bother trying to do customer service then.

charlies_mum

But does it mean that a defect can be removed if a case hasn't been opened ? A lot of defects have been caused by buyers simply wanting to ask a question.

soolin

Is it just me or does anyone else ever get the feeling that eBay just throw a lot of random words onto a page and hope they make sense?

theonlywayisup

charlies_mum wrote: »

New info about defects. Seems some can be removed after all

http://sellercentre.ebay.co.uk/defect-removal-policy%20

There is nothing backtracked upon. It's as it was advertised, just in different terminology.

Move along. Nothing to see here.

RFW

soolin wrote: »

Is it just me or does anyone else ever get the feeling that eBay just throw a lot of random words onto a page and hope they make sense?

They seem to have managed the unthinkable and actually be worse at communicating with sellers than ever. I just ignore the monthly updates and check on here and blogs for anything I need to know.

mrs_sparrow

I think the OP is right - I have had 4 defects removed last week, I've another to do but I've been too busy but that will be removed when I get round to it.

Their staff are probably sitting there all day sorting out all the cr ap that comes with these defects which is why I say to people report, report, report and try and get any unjustified defect removed. They told me they could not do it, I insisted they could as others had, they then told me I did not need to have them removed as I was only on 1.01% and I said no, it's down to principle, they should not be on there and they caved in - but it took an hour of their time doing it (I was on Live Chat and just watching TV, LOL). I am on 0.36% now but I have got another to lose.

Yesterday, another case opened. I messaged back on the case telling the buyer thanking her for giving me a defect and she has messaged me this morning apologising that she thought she was sending a message. However, seems eBay have finally woken up and sorted the BS messaging system out as we are getting unnecessary defects:
Clearer options when a buyer contacts you

We’re adding a clear option for buyers to contact you when they want to ask a question about using an item. From September, when buyers select ‘I have a question about using my item or I want to send the seller a message,’ it won’t count as a defect.



Hoo-freaking-ray. The majority of items not arrived cases are from people merely asking the question. Let's see where this goes because the current links lead to cases being opened by mistake.

mrs_sparrow

charlies_mum wrote: »

But does it mean that a defect can be removed if a case hasn't been opened ? A lot of defects have been caused by buyers simply wanting to ask a question.

I have got one case at the moment where the buyer opened the case to say she had not received the 2nd of 2 items - however they were sent in the same package. I can get that one removed and a case has been opened.

As for if they did it in error, it is unlikely, but they are apparently adding an option to contact the seller.