Defects come from late shipping, disputes, and cancellations. Here's how to lower yours.
What counts as a defect?
- Late shipment: Not shipped within your stated handling time
- Cases closed without seller resolution
- Seller-initiated cancellations (item not in stock, etc.)
How to lower your defect rate
- Set realistic handling times: Better to promise 2-3 days and deliver early
- Keep inventory updated: Don't list items you don't have in stock
- Resolve problems early: Before a buyer opens a case — communicate proactively
- Be generous: A partial refund is cheaper than a lost dispute
When does it get critical?
eBay expects a defect rate under 2%. Above that: Warning. Above 5%: Restrictions or suspension.
ShopManage helps you avoid defects — with shipping deadline monitoring and automatic escalation detection. Try it free.