eBay not removing defects for "arrived late" even when their policy shows the following..

[scootsarb]

This is a problem I had over the Christmas period which I wanted to share with you..

I sold 3 items during the Christmas period and yes, there where delays with the delivery.

After numerous chats with eBay Agents, one of them told me the defects would be removed within 48 hours, however after a week I contacted the agents again and was told the defects would not be removed and the first agent had made a mistake. They would not honour the removal so now I am left with 3 defect marks on my account and eBay are adamant on not removing.

On the defect page it says that "If you dispatch on time and upload a validated tracking number, or your buyers tell us their items were posted on time when they leave Feedback, you've got nothing to worry about."

And this is the picture I provided to eBay on one of the chats. I believe they just discarded it. Note the above underlined sentence.

All 3 of my buyers mention the delivery being on time. Yet, the defects are still on my account.

[anita@ebay]

Hi @scootsarb, thanks for sharing your experience.

When the order is shipped with a tracked service, we use that information to determine whether the item was delivered on time.

We use buyer's indication when there is no tracking number. In this case, upon leaving feedback, we will ask the buyer the following question: ''Did this item arrive on time? Yes/No'', and will use this to record the delivery time. 

If there is tracking information, and it already indicates that the item arrived late, the buyer will not be required to answer this question and will see the information of the delivery date instead. They may leave a comment about the delivery in their feedback, but comment only wouldn't affect the late delivery rate as tracking shows it was delivered late.

Hope this helps to clarify it.

Thanks,

Anita

[scootsarb]

I have to disagree. The statement "Or the buyer tells us it was delivered on time" given on the page should nullify the automated system in my opinion. All 3 of my buyers clearly stated in the feedback that they got their packages on time - Agents just don't want to remove defects even if they have been given incorrectly like in this case.

[scootsarb]

Or the buyer tells us it was delivered on time

Was completely ignored and these defects still showing on my account today which really annoys me.