Why do eBay not alert sellers to defects

[smallandinteresting]

I’m a business seller running my account single handed, I’m at my wits end with eBay’s system and handling of  “Item not received case closed without seller resolution” defects.

I’ve never felt more frustrated after having a tiny cheap item sent 2nd class go missing (Royal Mail tracking shows accepted). I communicated throughout with the buyer and yet he didn’t reply, I then asked eBay to step in who just refunded him (fine) and then gave me a defect like I’d been ignoring him (not fine)!

We are trying our best here. I refund constantly no quibbles as I’m terrified of getting these defects as only a few can ruin your business for a year, it’s way too authoritarian. Literally selling thousands of items a year and yet I’m here fretting over 3 defects like my entire life depends on it.. it’s too much. 

considering how damaging it is you’d think eBay could alert you to a new defect via messages ! 

[john1297576]

The defect was due to you not sorting out the problem.

It is never sensible to get ebay involved, as once a case has been open, it is up to you to sort out. There is no means to escalate to ebay for a seller, but buyer can escalate if you have not refunded within 3 days.

As soon as ebay get involved they just refund, and give you a defect.

One defect should not do much harm, but I think as with private sellers, if the defect rate goes over 2%, then seller falls below standard and can face restrictions.

[smallandinteresting]

Yes I understand this, but really I tend to never “let eBay step in”. It’s very rare for me to do so, and it’s frustrating that a momentary lapse of concentration over a tiny cheap item can jeopardise your account so heavily. It just feels too intense and strict a system, and for me is one of the most anxiety inducing parts of dealing with this company, just no sense of normality when dealing with human error.