Forum Discussion

cernak.m's avatar
cernak.m
Community Member
22-03-2026

Multiple BBE on one order - WHY? Export team what's wrong with you?

DEAR BBE TEAM:
This shouldn't be like that.
We should get max 1 defect for one order, thats fair and reasonable.
Getting multiple defects for one order can crush a small business like mine in a heartbeat.
Please make the change and count only 1 defect per order.
Its a reasonable request and makes most sense.
Like you cant disappoint buyer multiple times just because he bough more items from you...

BBE is already bad enough with its ridiculous rules for abroad sellers...
BUT WHY ON EARH WOULD YOU PUNISH US EVEN MORE, BY GIVING MULTIPLE BBE DEFECTS ON ONE ORDER!!!
Like who is designing this rules? What is their goal? To ruin legitimate businesses with rules like this?

On any other eBay seller matrices you can get just 1 defect for one order transaction.
Means if the buyer buys 2 items from you within one order and there is an issue with the order you may get  just 1 defect, because its only 1 order, not multiple of them.

BUT NOT BBE MATRIC! If the buyer buys 2 items from you within one order and there is an issue with the order you will get 2 defects for the same order!
MEANS IF SOMEONE BUYS 5 ITEMS FROM YOU IN ONE ORDER YOU WILL GET 5 DEFECTS!!!
I got 2 defects for refunding the buyer, because he was not able to do a simple task of creating a return and both defects are just from 1 transaction.

1 Reply

  • issac@ebay's avatar
    issac@ebay
    eBay Employee
    24-03-2026

    Dear cernak.m​ 

     

    Thank you for bringing your concerns regarding the Bad Buyer Experience (BBE) to our attention. 

     

    I understand how important it is to ensure you're compliant while running your business. 

     

    We’d like to clarify that BBE guidelines are applied consistently across all sellers in the marketplace, in line with the policy outlined here:
    https://export.ebay.com/en/fees-regulations-policies/ebay-policies/bber-2025/#FAQ

     

    Based on the information you’ve shared, this situation appears to fall under the Seller fault unfulfilled rate. This typically refers to transactions where an order was cancelled or not fulfilled due to a seller’s action or omission, and the buyer received a refund.

     

    It’s also important to note that the general rule is :

    • A seller will not receive multiple transaction defects or multiple cases closed without seller resolution from the same buyer.
    • Measurement thresholds are applied as part of how these metrics are calculated.

    That said, we understand your concern regarding how multiple items within a single order may have resulted in multiple defects.

     

    There is a defined methodology behind how these are calculated, and we want to ensure it has been applied correctly in your case.

     

    To properly investigate this and provide you with accurate support based on an account level, a detailed investigation is required.

     

    For privacy and security reasons, we’re unable to access or discuss specific account details via the community board. This is a measure we take to protect your information. 

     

    We recommend reaching out to us directly by logging in with your credentials to : 
    eBay.com > Help & Contact

     

    When contacting support, please include the affected order details so the team can:

    1. Review how the defects were applied
    2. Verify whether they were correctly assigned
    3. Advise if any adjustments or further assistance may be possible

    We are committed to supporting you and ensuring that any concerns are reviewed thoroughly, fairly, and with your best interests in mind.

     

    Thank you again for raising this with us.

     

    Kind Regards

    eBay Team