Defect rate due to incorrectly categorized non-payer cases – how to fix?
Defect rate because of incorrectly categorized non-paying-buyer cases – how can I correct it?
Hello everyone,
I’m currently rated as "Below average" (defect rate 5.56%, 5 out of 90 transactions). On closer inspection, I noticed that several of these 5 cases were classified as "Transaction canceled because the item is no longer in stock" – but in fact, these were buyers who simply did not pay. The item was in stock the whole time and was then sold without any problem to another buyer.
I suspect I incorrectly marked these cases as "out of stock" when canceling, instead of using the official process for non-paying buyers ("Buyer did not pay"). That probably led to these cases now being wrongly counted against my service status, even though it was actually a buyer issue, not a stock issue on my end.
My questions for you:
Can an incorrect categorization be corrected retroactively (incorrectly "out of stock" instead of "buyer did not pay")?
Is there a specific contact/person at support who knows about this kind of thing?
Has anyone ever been able to sort this out successfully?
I mainly sell trading cards (Pokémon, One Piece) and depend on a working account – I’d be grateful for any tip.
Thanks in advance!
