How can I remove defects please.

At christmas I had a power outage for 3 days and had to cancelled a few orders due to not being able to bake the items.

Are these the defects that have made my account below standard?

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How can I remove defects please.

The link is at the bottom of my message 😊

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Message 8 of 27
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How can I remove defects please.

What does your seller dashboard tell you ?.

 

Viewable via your feedback page.

Message 2 of 27
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How can I remove defects please.

It's says 3.3% for being out of stock (although it was due to everything baked fresh and having no electricity. As it says in the listings)

10 transactions out of 302

From 13th December to 16th December

 

Message 3 of 27
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How can I remove defects please.

I would say eBay would expect you to have a backup (in this case a generator) and they are likely to be the issue.

Message 4 of 27
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How can I remove defects please.

Who do I speak to about the possibility of removing them?

 

Message 5 of 27
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How can I remove defects please.

I would think your chances of getting them removed are zero. But if you want to try, I will post the link for CS.

If you find yourself in a similar situation again, quickly put your time away on.

 

eBay Customer Service

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How can I remove defects please.

Thanks, yes please.

In 20 years of trading that was the only problem. I did send nessages to the customers explaining the exact problem.

I cant believe 3 days of unavoidable nightmare over 6 months ago is threatening closing me down.

I couldn't even get on line to put it on time away at the start. Dealing with all the freezers defrosting seemed more important at the time.

Oh well, worth trying CS I suppose. 

 

 

Message 7 of 27
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How can I remove defects please.

The link is at the bottom of my message 😊

Message 8 of 27
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How can I remove defects please.

Thank you 😊 

Message 9 of 27
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How can I remove defects please.

I very much doubt it's worth even contacting them about it to be honest.

As has been said above, you have about zero chance of getting them removed.

Your best bet, is to concentrate on doing sufficient to remove them and that generally means, diluting them.

So the obvious thing to do, is to increase your sales.

You may want to look at picking up something that you can do very cheaply and very quickly.

 

Unfortunately, you would have the same issue not matter which platform you where selling on.

They do expect you to have a backup in place, in case of outages.

And I know that doesn't help, but something to think about for the future.  Though hopefully it doesn't happen again.

 

Message 10 of 27
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How can I remove defects please.

Thanks for that.

Tricky one to cover as I'm listing as all fresh baked to order. I cant really have frozen back up as it changes to texture and taste as well so would be NAD.

Anyway I will just have to wait and see what they do as I've checked the defect page on my dashboard and there's nothing there I can appeal to have changed.

 

 

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How can I remove defects please.

I get where your coming from, but you most certainly don't have to restrict yourself to what your selling already.

Look for something that fits if you prefer, but you could literally sell plugs if you wanted to, just to get past the issue.

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How can I remove defects please.

Sorry to hear you found yourself in that situation. I would say given that the problem arose months ago you should save your effort appealing and as other have said concentrate on rectifying the problem. 

 

If you can find something you can sell quickly. Doesn't need to make a profit just break even including a bit for your time and you can dilute those defects quickly. 

An account I used to run years ago selling second hand books found ourselves in that same situation. We did a big sale on Mills&Boon books that we usually sold as job lots.  Sold them at  £0.01 + ebay fees + P&P. cost us 10 hours of work and we were back to "Above Standard" in no time. 

Message 13 of 27
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How can I remove defects please.

You should NEVER cancel sales unless the customer requests this or there is an issue with the delivery address, I have fallen for this in the past before creating a business account.
the CS rep advised me that in a situation such as yours contact the buyers explaining the situation and that they have the choice of cancelling "at their" request or you can ship out with the delay.
Late shipping faults will be removed if you have messages to the buyers and ebay sees them.

Message 14 of 27
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How can I remove defects please.

jonatjonatjonat wrote: I would say eBay would expect you to have a backup (in this case a generator)...

 

A backup generator? Yes eBay (or a platform in a similar position) would think it sounds a simple and reasonable solution to avoid seller defects, but for the seller concerned it can be a faff and it's an expensive can of worms - just look at and faint at the costs I mention below.

 

A backup generator isn't reasonable unless you're in an area likely to use it more than once in a blue moon, and if you can take the cost hit / poor value (expensive generator unused almost all the time - if you buy now it may never be used; needs storage space). Also, for a small business, it'd be reasonable only if your business is in selling high-value items or so many items they total high value.

 

A few years ago a group of us was tasked to research a backup generator for the village hall (power outage for the area for a week, starting Christmas Day, thus winter cold, when people were cooking Christmas dinner; after 2 days the power firm brought in several generators to power the whole village) but in the end the costs/faff = no purchase. A generator costs £hundreds or £thousands depending on type, size, required output, plus installation costs and any required permit fee. Details below - skip as wished!

 

Portable generators (suitable for running a few essential appliances) cost £300 to £2,500 for domestic use, with smaller models (1kW) starting at around £300. Standby generators (capable of powering most or all of a home) start at about £2,000 for a 7kW model; up to £8,000+ for higher-capacity units (15kW+). For small businesses/village hall, a 7kVA generator (roughly 5.5kW prime power) is priced around £3,075 (ex. VAT), with larger models costing loads more.

 

For businessses/village hall, a permit is required - fees range from £50 to £200. The permits are required, to ensure compliance with building regulations and electrical safety regulations. An insurer might ask to see a copy of the permit if you make a claim. If you're talking about large commercial installations, more consents may be required.

 

Portable generators generally don't require a permit for purchase or use, but to connect them directly to your home's wiring (via a transfer switch), professional installation is a good idea and compliance with regulations is needed. These days professional installation may well be an actual requirement, in the same way that hard-wiring anything domestically these days requires a certified electrical engineer; and a copy of the documentation is asked for by your purchaser's conveyancer should you sell your place).

 

Commercial installations or larger generators may require additional permissions, especially if fuel storage or major electrical work is involved.

 

Installation costs are of course on top, about £1,000 to £3,000, depending on complexity, site preparation and labour. For a business or an enterprise like our village hall, it had/has to be done by a certified qualified person. Expect to produce the documentation to an insurer if you make a claim and to any conveyancer acting for a purchaser of the premises.

 

Moral of the story? Cook Christmas dinner on Christmas Eve, that's what some of my neighbours changed to doing for a while 🙂

Message 15 of 27
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How can I remove defects please.

Talk about focusing on just one aspect of the issue.

 

The point was being made that the seller should have some sort of backup in place.

Whether that is an actual generator, moving across town to alternative premises or something else, really doesn't matter.

The point being, that all business should have some sort of disaster plan in place.

 

In just the same way, if you are using a PC to run your business from, do you have backups?  Do you have an alternative setup?  Can you temporarily run it from your phone?  

 

These are kind of things that Ebay expects a business to do.

They really aren't interested in what actually happened, but what are you going to do to get your orders sorted out, to keep the customers happy.  At the end of the day, the only important part of the whole transaction, is the customer!  If they are not happy, they might go elsewhere next time, which is the last thing that Ebay wants.

 

Message 16 of 27
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How can I remove defects please.

You make a good overall point.

 

Thanks for pointing out I got fixated on the trees and not the wood.

 

Businesses no doubt have backup plans, but not all can or need to cater for a disaster scenario.

 

Maybe the info I gave can help anyone considering buying a generator, which is the most obvious thought when trying to plan for a disaster scenario like loss of power for ages.

 

If you're in a rural or remote area that has brownouts (my area has about 10 a day) or power cuts several times a year (usually hours, occasionally for days), then transferring to a mobile phone in an area that has dodgy internet and dodgy phone signal is only a part-solution and, for the OP, doesn't bake cakes.

 

I agree that, as you say, at the end of the day what matters is a happy customer. If I was told sorry I can' fill your order, or not to the expected time, and why, I'd be grateful to be contacted, and would reply, "no probs, these things happen".

Message 17 of 27
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How can I remove defects please.

A generator would be unfeasible for future reference.

Regarding going and using other premises. This would not have worked due to all the public liability insurance and food hygene involved of possibly using unregistered kitchens or cross contamination as I make gluten free items.

Also the problem that 50% of the food items were fridged, which were off.

It's a lesson learned.

I did contact all customers affected some waited and some wanted refunds. So near to Christmas was also a major influence as they would not have got their items in time.

 

Message 18 of 27
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How can I remove defects please.

I contacted all affected customers. I didnt just cancel their orders.

Message 19 of 27
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How can I remove defects please.

But did you cancel the orders after the customer asked you to?

That is the key difference that will affect your metrics.

ie.  You just cancel it, it's a big strike against you.

If the customer says, ok, please cancel it.  No strike at all.

 

 

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