@pre_worn wrote:
Hi,
I would appreciate some clarification on the policy mentioned below. It may seem like a minor detail, but I would like to ensure clear understanding.
https://www.ebay.co.uk/help/policies/selling-policies/seller-protections?id=4345
What if something happens that is outside of my control?
We will protect you by removing negative and neutral Feedback and defects when things happen that are outside your control.
If a courier declares that an order is lost after it has been in transit within their delivery network, and the tracking has stopped without any further updates, can we consider this situation as something outside of our control for the removal of feedback?
Hi @pre_worn,
Thank you for your question, I understand why you would like some clarity.
In order to be transparent I do want to stress that feedback appeal is taken on a case by case basis by our teams. In a situation like this one you may need to speak to customer support as automated systems may not be able to pick up on something out of your control.
The main things we see this policy coming into play for could be the item didn't arrive because of a storm or weather issues, the item didn't arrive at the fault of the buyer for example them not being home.
In the case of an item being lost this would depend on the other points for example what does the feedback say. If the member is simply unhappy with their experience it would not be removable, if the item is lost at the fault of the courier and that is what the feedback is about we would need to be able to independently see (with a tracking scan) that the item was sent on time. The agent would then be in a situation to make a decision.
I know you've asked me for clarity and I hope this goes some way to do that. It is a case by case and the agent makes a decision based on the information they have available to them.
Thanks,
Katie
