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Rating reduction
Hi, given that in the sale of electronic spare parts you are very exposed to buying incompatible parts, often and according to buyers' questions I cancel the purchase because of the high likelihood that the part will end up being returned and in its case with the reason "defective item". Despite these being cancellations agreed with the buyer and often replaced by other purchases, eBay has reduced my rating. As is obvious, there is no claim possible, it's their policy, a certain cancellation ratio = fine. They only leave me the option to keep going with sales and accept the resulting returns, which I don't know is worse. What do you advise me?
2 comments
lixustechsp
OP1 year agoThat’s exactly why, by following some of those indications, the eBay penalty came in. Buyers already contact me, comment, ask for help,....and no problem, and if I spot that they’ve ordered the wrong thing and I tell them "that wasn’t it, I’m going to cancel your order, better this other one,..." then eBay shows up with the fine. Obviously what eBay wants is the sale, for orders not to be rolled back, but that can be counterproductive. If I let the situation continue, it’s going to create a return on one side and an upset customer on the other. eBay has to understand that if I win, it wins too; if my customers are happy, they’ll keep buying and we all win. If it hits me with the stick, it tanks my sales and we all lose. And the rumors point to that whip policy not working. I also used to buy a lot in addition to selling and my trusted suppliers are disappearing, the good ones in particular, and I’m starting to suspect it’s because of that whip thing.
cinthia@ebay
Hello @lixustechsp,
Thank you for sharing your situation with us. We understand that working in the sale of electronic spare parts can be complicated, especially when it comes to ensuring part compatibility for buyers. We’re sorry that the agreed cancellations are affecting your eBay rating.
Here we offer you some suggestions to handle this situation more effectively:
Improve product descriptions: Make sure your item descriptions are as detailed as possible, including technical specifications, compatibility, and any other relevant information that can help buyers make an informed decision.
Offer pre-sale support: Consider offering a pre-purchase consultation service, where buyers can confirm part compatibility before making the purchase. This could reduce the need for cancellations.
Review return policies: Evaluate the possibility of adjusting your return policies to minimize the impact on your rating. For example, offering a clear and fair return policy can help manage buyers' expectations.
Proactive communication: Keep open and proactive communication with your buyers. If there is any doubt about compatibility, try to resolve it before the purchase is completed.
Consider adjusting inventory: If certain items are more likely to be incompatible, assess whether it is possible to adjust your inventory to focus on parts with less risk of returns.
While it is true that eBay policies can be strict, these actions can help you handle cancellations and returns more effectively, minimizing the impact on your rating.
We hope these suggestions are useful to you. If you have more questions or need additional assistance, please do not hesitate to contact us.
Thank you for your effort and dedication as a seller on our platform.
Best regards
Cinthia
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