We reported yesterday that some eBay sellers had received seller performance defects because they had not responded to Returns requests from buyers in the Returns dashboard.
The reason why they didn’t respond was that eBay wasn’t sending out notifications that there were requests pending. You can read our original story here.
eBay have kindly provided us with this statement: “There was a technical issue that affected returns requests that were raised between 6 and 16 May. This only affected buyer open return request emails to sellers, all other tools such as returns dashboards remained functional during this period and did not prohibit sellers from processing returns. This issue has been resolved. All defects (seller performance and any negative feedback) associated with this issue have been removed.”
Needless to say we’ve heard from quite a number of sellers about how this has impacted them. It seems that not all defects have been removed yet but will be in the next 72 hours so do check that your record has been corrected. And also remember that you have extra time to respond to open case so get on that right away.
One seller who has been in contact (they’re a pretty big fashion retailer so they experience a lot of returns) to say they’ve lost their Top Rated Seller status because of defects applied to their account.
The good news is that those defects are being removed but in a conversation the seller had with eBay Customer Support it was revealed that this wouldn’t help regain Top Rated Seller status. The account was assessed on the 20th and judged Below Standard and will remain that way until the next assessment on the 20th of next month. That’s a stiff penalty for any seller. So it’s worth checking your seller status too.
How have you been impacted?