+ 20Oct25 Transferred to offline SR# 1-285864930837 Hello WaiKi, Thanks for contacting us about the defect for the case filed by your buyer "brkeig_71". Let me go ahead and review the details for you. I've reviewed your account in detail and can see that this defect is a result of your buyer asking for our intervention to get their refund. Although you may feel that you did everything to take care of your buyer, we cannot remove this defect. As this defect is still an indicator of a less than positive buying experience, which we must take seriously. Please note that this decision is final and cannot be changed or escalated. Here¡¦s how to avoid defects in the future: Defect rate ¡PIf your buyer has an issue with the item, you should work with them to solve it. If your buyer asks eBay to step in and the case is decided against you, this will count as a defect. ¡PMake sure the items you list are in stock so you don¡¦t need to cancel any orders. Shipping ¡PMake sure you ship within your stated handling time, ¡PAlways upload your tracking to eBay. When possible, we'll use this to automatically give you credit for shipping on time. It also helps ensure your buyers aren't worried about when their purchases will arrive. ¡PCommunicate with your buyer so, they know when the item is shipped and what to expect. For more information on our Seller performance and feedback policy, visit http://pages.ebay.com/help/policies/defect-removal.html We want to make sure that we fully equipped you to become successful on your venture with us. Here¡¦s what you can do to avoid this in the future. I strongly suggest that you extend a longer shipping time for an anticipated delay in shipping. In addition, please continue to communicate with your buyers to update them on the status of the delivery. This may potentially avoid buyers from opening Item Not Received cases. I am confident that I have resolved your concern and that the information I have provided has been helpful and will strengthen your trust and confidence on our site. ----------------------------------------------------------------- + 20Oct25 About Below STD rcwk085:34 AM Account performance level standard Domingo Jr5:34 AM Hi WaiKi, thank you for contacting us. How may I help you? rcwk085:35 AM my account was evaluated as below standard rcwk085:35 AM what can i do to make it back to above standard Domingo Jr5:36 AM Let me check your account here. Can you please confirm to me your eBay user name? rcwk085:36 AM rcwk08 = user id Domingo Jr5:38 AM Thank you. I have checked your account and I can see here that the reason why your eBay account fall under below standard is because of those cases without sellers resolution. Domingo Jr5:40 AM What you need to do for you to make sure that your eBay level will become Above Standard, you need to make sure that before buyer will file a claim, you can make some resolution or agreement with the buyer. rcwk085:40 AM I see 5 cases. rcwk085:41 AM what is the max no. of cases to make it remain as above standard Domingo Jr5:44 AM There is no specific number of cases for you to remain Above Standard. What you need to attain is that you should have less that .30% of all your transaction for the past 12 months. rcwk085:44 AM I want to apply for appeal for 2 cases. as I upload the tracking, and update the messages. Domingo Jr5:46 AM About the appeal, I will be needing to forward your concern to our appeals team. And they will respond to you through email within 24 hours. Domingo Jr5:46 AM Can I have the item number where you want to appeal on the cases? rcwk085:46 AM just a moment Domingo Jr5:46 AM Thank you. rcwk085:48 AM https://www.ebay.com/itm/113868062846 rcwk085:48 AM this item Domingo Jr5:49 AM Thank you. Is the buyer user name is "brkeig_71"? rcwk085:50 AM Yes rcwk085:51 AM I talked to the buyer, he said he is new to ebay and paypal. rcwk085:51 AM did not know much how handle the message. rcwk085:51 AM he make the a new order Domingo Jr5:52 AM I'll have it forwarded to our appeals team and they will respond to you through email within 24 hours. rcwk085:52 AM I did not need to send him the item as he already got the item. rcwk085:52 AM do they need supporting messages etc.. Domingo Jr5:53 AM I do understand that. So kindly wait for the reply. They will review the transaction as well as the communication that happen between you and the buyer. rcwk085:54 AM https://www.ebay.com/itm/114346564280 rcwk085:54 AM this item too by id lesbor_6 rcwk085:54 AM I did uploaded the tracking details. rcwk085:54 AM The buyer received the item aslo. rcwk085:55 AM I emails buyer but he did not respond Domingo Jr5:55 AM Thank you. I'll have it documented as well for our appeals experts will review the transaction. rcwk085:56 AM I also uploaded the photo proof of item delivery. Domingo Jr5:56 AM All those things will be checked by our appeals team so kindly wait for the reply within 24 hours. rcwk085:57 AM OK, thank you very much for you help. Domingo Jr5:57 AM You're welcome. Thank you for contacting eBay. Goodbye. rcwk085:57 AM As i see i have no order today. rcwk085:57 AM I am making living on those orders. Domingo Jr5:58 AM Hopefully ,everything will be taken care off so your account will be back to normal. rcwk085:59 AM I notice that the promoted listing feature is gone also. rcwk085:59 AM So I can not use promoted listing because below standard level? Domingo Jr5:59 AM Since your account fall under below standard, your listing will not be promoted as well. Domingo Jr6:01 AM So if ever that those defects will be appealed, there will be a chance that your account will be back to above standard on the next evaluation period. rcwk086:02 AM OK. Will i be back to normal if there is no more case this coming escalation cycle, will my account back to normal. rcwk086:02 AM at next review date Domingo Jr6:03 AM There will be a chance if all your future transaction will be successful and no cases will be filed. rcwk086:04 AM OK. i have learn how to handle those request better now. rcwk086:05 AM Next time i may just refund the buyer. rcwk086:05 AM to close the request. Domingo Jr6:05 AM Great. So about the appeal kindly wait within 24 hours. rcwk086:05 AM OK. thanks. Domingo Jr6:06 AM You're welcome. Thank you for contacting eBay. Goodbye. Chat session has ended