Buyer opened numerous item not received disputes - how many defects?

[math_pric]

Hi guys,

Had a buyer purchase 9 items off me last week. All purchased at the same time and paid for in one go.

The buyer has now just opened 9 'item not received' cases claiming they'd not arrived. I've sent over tracking to show they've arrived and he's found the package but how many defects am I going to end up with because of this?

Am I going to get 9 disputes showing in my service metrics? or just the one?

[kat@ebay]

Hi @math_pric ,

Thank you for your post.

Once the cases are resolved they won't count as a defect. Please make sure to respond to the cases and add the tracking proof of delivery to them so they can be closed.

Thank you,

Kat

[math_pric]

Hi kat@ebay 

Thanks for your reply.

From my experience though, the moment an 'item not received' dispute is opened you get a defect under your service metrics. This defect seems to stick there regardless of how the dispute is resolved or how quickly. If a case gets opened, its counted.

As a follow up to my original question, the buyer opening 9 disputes has indeed resulted in me getting 9 defects in my service metrics.. despite them all being closed within 10 minutes of him opening them. Great stuff. Cannot win sometimes.

[kat@ebay]

Hi @math_pric ,

Thank you for your reply.

At the time of my reply on the 5th the cases were still open. We are unable to access the case details here so it would be best to reach out to customer support to appeal them.

Thank you,

Kat