Just a small rant

[80sbabe]

I have had a spate of buyers having "issues" recently and it's making me a bit cross.

Buyer 1 purchases something I sell in lots of different colours. I send the exact colour and item they asked for, but they actually wanted a totally different colour. How was I to know this ?
They opened an item not as described case requesting I pay for the return and exchange it for what they did want.
I asked them to send me a photo of the item in the "wrong" colour and they then admitted that they had ordered the wrong one.
I have accepted a return and sent the colour they did originally want but Ebay say this will still stay as a defect on my account as the buyer opened a complaint against me.

Buyer 2 purchased an item and chose second class delivery - they opened an "item not received" case after 2 days. I explained that second class delivery can take 3-5 working days to arrive.
The item turned up the next day and they closed the case saying that they now had it.
Yet again this will remain on my account as a defect marker and affect my seller rating

Buyer 3 purchased an item and chose second class delivery, they opened an "item not as described" case claiming that it didn't come as next day special delivery and they needed it urgently.
I do offer a special delivery service at extra cost, but they didn't choose to pay for it and I sent it as requested in the way they asked for.
Ebay again has put a defect on my account because the case was opened despite being able to see the exchange of messages and the method of delivery chosen by the buyer.

I am so cross about this and Ebay say that buyer expectation is what sellers should work to achieve so they won't remove the defect markers.
I'd love to know how in any of these cases I could have forseen what the buyers were expecting ?

Obviously my crystal ball is defective and I must get it serviced immediately

You have to laugh at some buyers don't you ?

Rant over - feel better now

[iggy155]

I have had more trouble with buyers this year than I have in the previous 8 I've been using Ebay You have my sympathy! !

[dotnet]

Sounds awful. And yes, as none of these was your fault, eBay should buck their ideas up and not allow 'defects' to stay on record where people are doing the best they can. Poor you!

[nickstmoritz]

Very annoying for you. I would say only offer 1st class option but then you would probably get moans about cost! However, saying that I only ever charge /use 1st class as speed is usually something people notice the most. I charge the exact cost for 1st class small parcel £3.20 or £1.50/£2 if it is smaller.

The defect thing is ridiculous. It is far too easy for people to open a case when all they want to do is ask a question. The main one they ask will always be about "item not received" - a simple enquiry through contact form and a case/defect occurs (it is not clear to buyers to use the option "other" on contact form as this one does not open a case - this is an issue that needs sorting)

This is why I think it is better for a seller to always post same or next day, 1st class to avoid these defects. Just put on your listing 1st class only and if you are a business seller & have to offer another cheaper option could you make that free - collection only as most people won't choose that?

You have definitely had some bad luck - first one was cheeky but as you say ebay don't remove defect even if you are in the right. GGrrr!!

[80sbabe]

Thanks for they sympathy everyone - appreciated

nickstmoritz yes I am a business seller. My second class postage is already free, nice idea about using the "free" option as collection only, but I don't think that would work for me even if not many people chose it.

I suppose what I'm really hacked off with is the inflexibility of Ebay. Daft buyers and those who don't read the listing properly have always existed - but Ebay seem to have overlooked that with this new defect rating system which lays the blame for every issue at the door of the seller - justified or not !

Overall I have very few problems considering the volumes I sell, but this new system is a real pain as I don't think the majority of buyers are aware of the effect opening any case will have on buyer accounts.

[glammanana]

I really feel for you 80sbabe its a no win situation,I had to e-mail one of my buyers just to remind him that because he lives in the Scottish Highlands the delivery time may be a bit longer and he was fine about it,but e-bay still expect 2/3 day delivery or defects if the customer happens to open a case.