Account limited due to defects

Hi all,

I've started selling in September 2015 and the account was running perfectly well.
I had some issues with few transactions but I have refunded the buyers and give them compensations and they were happy. At begging of January the account was limited due to low seller performance or defect rate. I saw that the defect rate was about 10% because of few returns. Also I saw that in beginning few transactions was canceled with reason "I can't deliver the goods" which causes the big defect rate.
The account has 100% feedback and high DSR.
My question is , did someone with same issue succeed to get his account back ?

Thanks

rave40 said:

Hi all,

I've started selling in September 2015 and the account was running perfectly well.
I had some issues with few transactions but I have refunded the buyers and give them compensations and they were happy. At begging of January the account was limited due to low seller performance or defect rate. I saw that the defect rate was about 10% because of few returns. Also I saw that in beginning few transactions was canceled with reason "I can't deliver the goods" which causes the big defect rate.
The account has 100% feedback and high DSR.
My question is , did someone with same issue succeed to get his account back ?

Thanks

Click to expand...

1. The returns themselves are neutral. You get defects for listing an item and not delivering. Since you get like 7 for free before they will ban you, 10% non delivery rate over 70+ transactions is way, way, way too high and will get you banned quickly.

2. It's pretty much impossible to save an account once it's been banned for seller performance, even if eBay changes policy later so that you would not have been banned after the new policy takes effect. You can only save this if you can get the defects removed but it looks like that bridge has been crossed.

Hi ,

Thank you for the answer.
There was no item not delivered. As I was selling used items some of them was returned as "not as described". The problem was canceled transactions by me with reason "I cannot deliver the product", because they were not found in the warehouse or they was in bad condition and I did not want to send them. I had no issue with buyer and all customers were extremely happy with the services provided. I have covered return and shipping fees which cost high due to it is international selling.
Should I call them and explain that in beginning I didn't know it matters how I cancel the transaction and that is why I had high defect rate?

rave40 said:

The problem was canceled transactions by me with reason "I cannot deliver the product", because they were not found in the warehouse or they was in bad condition and I did not want to send them.

Click to expand...

As you learned the hard way, NEVER initiate a cancellation on your end. Talk to the customer first, give refund, and cancel transaction as "customer changed mind" or "customer is returning for refund"

rave40 said:

Should I call them and explain that in beginning I didn't know it matters how I cancel the transaction and that is why I had high defect rate?

Click to expand...

It might be worth a shot, as you have nothing to lose at this point. However, I would not tell them that I cancelled the transaction unilaterally. I would tell them that the customer changed mind you gave refund, and you just marked wrong reason for cancelling.