eBay: Issue Tracking & Improvement Procedure

🗂️ 1. Create a Master Log (Google Sheet or Excel)

Include these columns:

• Date
• eBay Account
• Issue Category (Return, Negative Feedback, Cancelled Order, Late Shipment, etc.)
• Description
• Buyer ID / Order ID
• Action Taken
• Status (Open/In Progress/Resolved)
• Responsible Person
• Notes

🔄 2. Daily Review Checklist (√)

• Check Returns tab: note new or unresolved returns
• eview eBay messages for complaints, disputes
• Check Negative feedback or low DSR
• Review Cancelled Orders (check reason: out of stock, buyer request, etc.)
• Track Late Shipments or upload issues

⚙️ 3. Record Each Issue

• Log each issue in the Master Log immediately
• Assign it to the responsible person

🛠️ 4. Take Corrective Action

• Returns: Process or respond within eBay policy

  👉 Handle Return Requests

• Feedback: Respond or request revision

  👉 Respond to Feedback

• Disputes: Go to Resolution Center

  👉 eBay Resolution Center

• Negative metrics: Investigate root cause (e.g., sync delay, inventory issue) and fix

📈 5. Weekly Report & Analysis

• Filter the Master Log by week
• Identify repeated problems (e.g., same SKU, category, warehouse delay)
• Discuss fixes or process updates with the team
• Share a summary with key stakeholders

🎯 6. Track Improvement

• Compare before/after metric changes:
  • Transaction defect rate
  • Late shipment rate

  • Negative feedback

    👉 Seller Performance Dashboard

    👉 Service Metrics Dashboard