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Understanding eBay Defects: A Guide for Sellers

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eBay is a popular online marketplace that connects buyers and sellers from all over the world. As a seller on eBay, it’s important to maintain a good reputation to attract buyers and increase sales. eBay defects can negatively impact your seller reputation, so it’s important to understand what they are and how to avoid them. In this article, we will discuss eBay defects and provide tips for avoiding them.

  1. What are eBay Defects?

eBay defects are instances where a seller’s performance falls below eBay’s standards. They can occur in several ways, including:

  • Cases opened against the seller by buyers for items not received or not as described.
  • Late shipments or shipments that are not tracked.
  • Seller-cancelled transactions.
  • Negative or neutral feedback left by buyers.

Each instance of an eBay defect can have a negative impact on a seller’s performance metrics, which can ultimately lead to account restrictions or suspension.

  1. How are eBay Defects Calculated?

eBay calculates defects using a system called the Defect Rate. The Defect Rate is the percentage of a seller’s transactions that have a defect. The defect rate is calculated by dividing the number of transactions with defects by the total number of transactions. The maximum defect rate allowed is 0.5%.

For example, if a seller has 100 transactions in a month and two of those transactions result in defects, the defect rate would be 2%. This would be higher than the maximum allowed defect rate of 0.5%, which would negatively impact the seller’s account.

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  1. Tips for Avoiding eBay Defects

To avoid eBay defects, here are some tips to keep in mind:

  • Provide accurate item descriptions and images to reduce the likelihood of buyers opening cases for items not as described.
  • Ship items promptly and provide tracking information to reduce the likelihood of late shipments.
  • Communicate with buyers promptly and provide excellent customer service to reduce the likelihood of negative feedback.
  • Cancel orders only when absolutely necessary and with the buyer’s consent.
  • Monitor your seller dashboard regularly to identify and address any issues promptly.
  1. How to Appeal eBay Defects

If a seller receives an eBay defect that they believe is unwarranted, they can appeal the decision. To appeal an eBay defect, follow these steps:

  • Go to the Resolution Center in My eBay.
  • Select the transaction that resulted in the defect.
  • Click on “Appeal” and provide a reason for the appeal.
  • eBay will review the appeal and make a decision.

It’s important to note that eBay does not always overturn defects, so it’s best to focus on avoiding them in the first place.

eBay defects can have a negative impact on a seller’s account and reputation. By providing accurate item descriptions, shipping items promptly, communicating with buyers, and monitoring seller metrics, sellers can avoid eBay defects and maintain a good reputation on the platform.


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