We have noticed that when a buyer files a claim through eBay Guarantee Program, we do not get any intimation from eBay either through e-mail or SMS. This does not allow us to take action to resolve buyer's problems immediately.
The eBay claims adjuster calls after nearly 3 weeks after a claim has been filed and sets up a conference call with the buyer and ask us to resolve buyer's claim then and there itself.
This is very unfair as a seller because its impossible to solve the buyer's problems on the spot unless the seller is given the claim's information earlier.
Also, since we were not aware that claims were filed by the buyers, it resulted in accumulation of claims against us (3 in number), as a result eBay's monthly evaluation automatically changed our performance rating directly from "Above Standard" to "Below Standard" (even though we are Silver power sellers having 99.5% feedback). This is very unfair on eBay's part as the sellers are made to suffer because of the technical glitch on part of eBay of not sending email communications properly
Interestingly, when claims are filed through "Significantly Not as Per Description", then we do get the e-mail communication.
Are other sellers also facing the same problem? What should be done in this case?