1. Defect Control
Date: 18th Aug, 2015

2. Seller Standard

3. 3 Seller Standard Top rated seller Defect < 2% (DE: 2.5%) AND
Close case without resolution < 0.3% AND
> 90% validated tracking upload to US location (US Only)
Above Standard seller
Defect < 5% AND
Close case without resolution < 0.3%
Below Standard seller
Defect > 5% OR
Close case without resolution > 0.3%
*3 months evaluation for transaction over 400 in past 3 (calendar) months
1 year evaluation for transactions below 400 in past 3 (calendar) months
Defect rate will not affect your above standard status until you have transactions with defects from > 8 different buyers (> 5 different buyers to impact Top Rated status) over the most recent evaluation period

4. 4
Seller Standard
Over 3 Close case without resolution within 1,000 transactions
Directly fall to below standard +

5. Below Standard Consequences and Remedies
Best Match
Demotion
Top
Rated
Above
Standard
Below
Standard
Weighted more important than:
Price, sold record, shipping fee etc.
Selling Allowance
Reduction
Listings in
average 3 months
(Open + Sold) / 2 OR
either 2 of
Corridor
Block
Selling
Restrictions
Allowance
Adjustment
Selling
Restrictions
No More
Selling on
All Sites

6. eBay Seller Protection

7. eBAY Shipping Defect Protection
Auto 5-stars rating
Shipping Time
1-day handling in your listing
Upload tracking by next business day
Item confirmed delivery within 4 business days
Validated
Tracking
Solution
Manual Feedback Removal
Issues with tracking number
Item delivery issues with proof of tracking numbers or eBay messaging System
“I never received my item”
(with tracking delivered)
UPS
Hong Kong Post
USPS
Singapore Post
FedEX
Chunghwa Post
YANWEN
THAILAND POST
SFC
MALAYSIA POST
4PX
Philpost
FLYT
China Post
CHUKOU1
Indonesia Post
GSP Tracking
Vietnam Post
DHL Global Mail
India Post
Japan Post
Korea Post
Blue Package
Wrong Address
Buyer chooses wrong address/
changes address after purchase
“Seller sent to my old address after I updated this on eBay.”

8. eBAY Shipping Defect Protection
Auto Protection
Low DSR on Ship time
Negative or neutral feedback on shipping issue
Item not received open request
eExpress
To US location
Requirement
Seller standard is NOT Below Standard, and;
e-Packet / e-Express adoption rate is higher than 90%, and;
Within 2 business days after payment, send the package to post office and complete the first scan

9. eBAY Shipping Defect Protection
GBH Inoculation
Low DSR on Ship time
Negative or neutral feedback on shipping issue
Item not received open request
Shipping to
GBH Countries
Requirement
Delivery location to 34 GBH countries (e.g. RU, MZ, MX, AR…)
No INAD low DSR
Seller Make it Right (SMIR), request opened but not ask eBay to step in

10. WINIT Seller Protection
Remark: 7 business days are required for CS team to investigate & remove defect. Please be patient
FOUNDAMENTAL REQUIREMENT
DEFECT REMOVAL
SELLER
WinIT Overseas Warehouse Adoption
US, UK, DE, AU
GOODS
Received and completed the putaway process in WinIT overseas warehouse
TRACKING
Last mile delivery with valid tracking number
AUTOMATIC Removal
Weekly basis
Low DSR (Shipping Time)
INR Case Related Feedback
acceptable ONLY if use WinIT Overseas Warehouse
Solely triggered by WinIT
contact CS for manual removal
Low DSR (Item As Described)
SNAD Case
NN or NE FB with Ship Time related content ONLY
AUTO
AUTO
Manual
Manual
Following scenarios triggered by seller will NOT be protected:
Damage of Item
Missing of order
Wrong delivery
Out of stock
Seller Cancel Order
Manual
WINIT

11. Defects

12. Defect – Shipping / non-shipping
Check 4 sites performance (US / UK / DE / Global)
Trending data – deep dive of transactions every month
Non-Shipping Defect
Shipping Defect
Shipping + Non-Shipping Defect
Stock out Cancel Transaction Defect
Closed cases without resolution Defect

13. CBT Dashboard Defect listings Suggest to remove high defect listings
Subscribe the report on or > 賣家中心 > 買家體驗報告
Defect listings
Suggest to remove high defect listings
Selling performance
- Defect caused by different buyer countries

14. Or Payment Date+1 to Date Delivered + 30
eBay Request Filing Timeframe
US, UK, DE
INR
Not yet Delivered
EDD + 1 to EDD + 30
Delivered
Date Delivered + 30
Date delivered to
SNAD
Or Payment Date+1 to Date Delivered + 30
Payment Date+1 to EDD+30
* Buyer cannot escalate within 3 Biz days (US) or 8 Calendar Days (UK) or 10 Calendar Days (DE)
Appeal for a case:
Within 30 Days from the day a case is closed
Tracking Information need to include:
“Delivered” Status
Delivery Date
Recipient’s Address (Zip code)
Signature Confirmation (Over US$750)

15. Cancel Transaction

16. Buyer initiates cancel transaction
Cancel Transaction Flow Updates
Buyer initiates cancel transaction
Buyer
Seller
Can only request within 1 hour of purchase time
Cannot initiate if seller marked as shipped or uploaded tracking
Seller accepts cancellation:
FvF will be refunded
Buyer cannot leave NNFB or DSR ratings to you
Seller can directly refund buyer via the flow, and has to do it within 10 business days
If no refund after 10 business days, buyer can open INR/SNAD return request
Seller no response
Will be treated as a decline after 3 business days (see below)
Seller decline
Transaction will continue
Buyers can leave defect just as normal
Best practice:
Always accept Buyer Cancel request, DO NOT mark as shipped in 1 hour
For cancellations, always refund to buyer within 10 business days 

17. Seller initiates cancel transaction
Cancel Transaction Flow Updates
Seller initiates cancel transaction
Buyer
Seller
I don’t have the item in stock anymore
Seller Defect
The buyer has requested a cancellation
No Seller Defect
Buyer hasn’t paid but wants to cancel transaction
-Choose “the buyer has requested a cancellation” as the reason
-Once buyer accepts the cancellation, FvF will be refunded
-If buyer no response, FvF will still be refunded.
PP Payment
Non PP Payment
-No buyer acceptance required
FvF will be refunded
Cancellation completed
Seller can directly refund buyer via the flow 
-eBay will ask buyer to confirm whether there was refund made
Once confirmed, then FVF refunded, cancellation completed.
If no response, FVF still refunded.
Best practice:
If seller refund via PayPal directly with no eBay message with buyer, it will be counted as a defect
Buyer still can leave NNFB about the transaction

18. Cancel transaction improvement
Stock Control
Avoid selling items that you do not have stock on hand
Mark item out of stock in order to keep sold record as well as managing the inventory
Pre Sale item
eBay only allow Pre sale for 30 days
Need to set Handling time for 30 days
Avoid “Mark ship” and not mailing items
Prevent selling items with unconfirmed “in stock time”
Cancel transaction request
Avoid cancel transaction long time after buyer paid for the item
Accept buyer’s initiate cancel transaction if possible
Do not “Mark ship” within 1 hour after buyer’s payment
Avoid using “out-of-stock” as reason for canceling transaction
Communication
Send message to buyer about the cancel transaction before sending the request
Explain to buyer about the reason of canceling the transaction
Avoid paypal refund directly without communication with buyer

19. Item not received

20. Case Handling Timeline In Favor
Payment
Time
Handling
Time
Estimated
Delivery Date (EDD)
(If EDD is not available then from 10days after payment)
Item Not Receive Case
EDD +1 to +30 business days
1. Receive item before EDD
In Favor
Tracking Information need to include: - “Delivered” Status
Delivery Date
Recipient’s Address (Zip code)
Signature Confirmation (Over US$750)
Item
Delivered
Before
After
EDD
Seller
2. Not Receive item before EDD
Item
Delivered
Item
Delivered
Prevent buyer to ask eBay to step in:
Communicate with buyer about the delay
Offer discount to buyer and ask them to wait for longer time
Promise a deadline for full refund
Full refund if necessary before buyer’s escalation
Before
After
EDD
Buyer
3. Receive item after EDD
Item
Delivered
Before
After
EDD
Buyer

21. Improve Shipping Defect - Managed Shipping Solutions
Coming Soon
Coming Soon
Coming Soon
Local Pickup
Economy Solutions
Express Solutions
Warehousing

22. Improve Shipping Defect - Improve listings1
Setting suitable Shipping Method for different locations
- Economy shipping for remote areas if necessary 2
Setting relevant shipping fee for different locations 3
Setting longer handling time if necessary
Hand made product
Public Holiday
As of 18 Mar 2015

23. International Shipping Rate Table (IRT)
The rate table is set at account-level
Site Preferences > Shipping Preferences
Set different shipping rate for different levels of shipping methods by countries or regions
Seller can use IRT to specify shipping fee by shipping method and destination.  You can also specify costs for international shipping destinations, either by region or by individual country. 
IRT is now available on eBay.com and eBay.co.uk
Account level setting
INTERNATIONAL SHIPPING RATE TABLE

24. International Shipping Rate Table (IRT)
Apply rate table at listing-level
Different shipping rate and different shipping
method will be applied to different shipping
locations
INTERNATIONAL SHIPPING RATE TABLE

25. Shipping Defect improvement
PRODUCT
STATEGY
High ASP
Choose Expedited shipping
Buy insurance for protection
Detailed customer service follow up
Only ship to major countries with low risk
Contact AM to appeal case if any unreasonable
Mid ASP
Extend the estimated delivery time as possible
Choose better shipping method (eExpress / service other than HK Post)
Provide post transaction customer service
Block high risk countries
Offer discount / partial refund if the parcel is already late
Consider to full refund if it affects Account Performance
Persuade buyer not to escalate the case
Low ASP
Extend the estimated delivery time as possible
Consider using Economy shipping when necessary
Use shipping solution with tracking if Margin allows
Consider to full refund when INR request is filed
DO NOT let the case being escalated

26. SNAD Return

27. Buyer Initiate Structured Returns Request
Managed Return Structured Flow
Buyer view:
Buyer Initiate Structured Returns Request
The only 3 Remorse Return reasons, which will not count defect for seller.
All other reasons are considered SNAD return defects for the seller.
Earliest request date: Payment + 1 biz
Latest request date: Payment + 60 biz
Both buyer/seller cannot escalate within 3 biz days (US / AU / CA) or 8 calendar days (UK) from open request, please refer to the exact date given by eBay for the most accurate Seller-Make-It-Right deadline

28. BEST PRACTICE SUGGESTION
Managed Return Structured Flow
Managed Return Structured Flow
BEST PRACTICE SUGGESTION
Click accept return within SMIR window (3 biz days for US, CA, AU sites; 8 calendar days for UK site; 10 calendar days for DE site)
Commit and pay return shipping fee via PayPal to the buyer. Determine this return shipping amount by using eBay shipping calculator, or a Local carrier website shipping calculator. E.g. USPS for US, Royal Mail for UK, Deutsche Post for DE, Australian Post for AU. Actively communicate with buyer on how you obtained this amount and show him the link.
Quote transaction ID in M2M messages for the PayPal payment on return shipping.
Refund buyer on the item price once item is received by seller.
Message and negotiate with the buyer before submitting any partial refund offers.

29. Return shipping cost Best Practices for SNAD Return requests
US, UK, DE Sites:
- Visit USPS.com / shipping carrier websites to find appropriate return
shipment cost for a tracked label
Pay the buyer via PayPal the return shipment cost
State the paypal transaction ID about shipping cost on return request
AU Sites:
Use similar method as above to find out return shipment cost
Commit to buyer that you will cover the return shipping cost
M2M saying that you will process the payment once you received the return item
MANAGED RETURN STRUCTURED FLOW

30. Managed Return Structured Flow
Buyer Initiate Structured Returns Request
Agent puts Case on hold for 5 days
Pay return shipping
“Forced return”
Refund only if item returned
Unresolved Case + open SNAD defect
Agent send M2M to both buyer and seller
seller not providing a specific solution flow
Full refund
“Seller No Fault”. Buyer keeps item
open SNAD defect
Seller to respond the message for judgment
(M2M doesn’t count)
No refund, no return shipping commitment
“Buyer Win”. Force refund with no item return
Unresolved Case + open SNAD defect
Special cases
Seller provided clear method for buyer to return item and also promised to cover shipping costs, then agent may directly adjudicate a “forced return”
Buyer Escalates
Seller makes a call on commit return shipping or Full refund best fitting their business.
MANAGED RETURN STRUCTURED FLOW

31. Mandatory item specific
Effective in Jun 2015
Adding Unique
Item Specifics
Gain higher exposure
in search result
Sellers can update listings in bulk by bulk listing and edit tool
Mandatory field
For listings with “new” in condition,
Following item specifics are mandatory
Brand
MPN (manufacturer part number)
GTIN(global trade item number) if needed
UPC (Universal Product Code)
EAN (European Article Number)
ISBN(International Standard Book Number)
*Seller need to fill in “Not applicable” for item specific not fitting the listings
Mandatory Category
Baby
Computers/Tablets & Networking
Music
Books
Consumer Electronics
Musical Instruments & Gear
Business & Industrial (Business, Office & Industrial)
DVDs & Movies
Pet Supplies
eBay Motors
Sporting Goods
Cameras & Photo
Health & Beauty
Toys & Hobbies
Cell Phones & Accessories
Home & Garden (Tools & Equipment only)
Video Games & Consoles
Clothing, Shoes & Accessories (Shoes only)

32. Photo improvement and item description
Brand product / High price product
Input sufficient item specifics
Avoid using official stock photos
Provide professional image and product details
Provide packing photo and Genuine Proof
Mentioned any Warranty and after sales service (Return)
Use eBay Category if possible
Embedded Video for product introduction if necessary

33. Photo improvement and item description
Low price product
Do not use photos that mislead buyer’s expectation
Quality control of stock to avoid faulty items
Use API program assist for creating better item description template

34. Case Study

35. Ship within handling time
Case Study – Item not received
1. Submit tracking status (link and “delivered status)
2. Submit postage proof
(with tracking number, delivery address, postal code)
Delivered within EDD
Ship within handling time
Arrive local
Location
High Selling Price
In Transit
Yes No
Update the buyer about the tracking status
Try to communicate with buyer and let them wait
Full refund if cannot communicate
Offer discount and let buyer to wait
Commit a full refund deadline
Offer full refund and communicate to postage carrier for returning product
Offer discount and let buyer to wait
Commit a full refund deadline
Full refund if cannot communicate
Same as above AND…
Check with Carrier and claim for parcel lost if possible
Request carrier to stop postage and return product
Appeal case if item finally show delivered before EDD

36. Case Study – SNAD High Selling Price Yes No Buyer able to communicate?
Offer discount and ask buyer to keep the item
[Partial refund]
Provide solutions to solve buyer’s problem
Ask buyer to provide photos about the defect
Accept buyer return
Commit and send shipping fee to buyer for return
Offer discount and ask buyer to keep the item
Provide solutions to solve buyer’s problem
Full refund
Buyer insist for full refund?
Buyer insist for full refund?
Full refund
Accept buyer return
Commit and send shipping fee to buyer for return
* Please take action of Accept return / Full refund / partial refund within SMIR period
US – 3 business days / UK – 8 calendar days / DE – 10 calendar days

37. Below Standard Consequences and Remedies
Adopt:
UPI Assistant
OOS control
Ebay managed shipping solution
Item specifics in listings
Do Not Give Up:
Make sure you talk to your Account Manager for improvement plan
Report buyers
M2M before direct refunding
Thank you card to direct questions to ebay message
Actively revise pure NNFB

38. THANK YOU