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Advice or Ideas on how to handle a feedback issue
Hi, so I shipped an item which was received by the buyer, on Dec 26. I have a 14 day return policy. The buyer contacted me today (Jan 26) to tell me that the item was received in fragments on January 22 (claiming they received it on January 22), and left negative feedback, saying I shipped the item in fragments. I had also waited 14 days to thank the buyer for an easy, pleasant transaction, which I leave 90% of the time as I do not want problem buyers and that's all that it means. So the buyer made this claim after I left them that review about 3-4 weeks after the sale. They buyer also lied and said I had only packed it in paper and I packaged it myself and it was bubble wrapped, had peanuts, and was double boxed. I would like to have my review removed to this con-artist of a buyer. Does ebay remove or allow me to revise my review to the buyer? I don't see how I can do that. Secondly, I made a request of ebay to have them remove the buyer's review.
fashionsandbeauty4u
Mentor8 months ago@silverbasketshoppe
I'm sorry this happened to you. I think this Buyer has you confused with another Seller. It is easy for anyone to look up when this item was sold.
You cannot remove or revise the feedback you left for them.
What method did you use to request feedback removal? In general, you would go to either your Seller Hub or Help and Contact to locate the Feedback Removal Request form.
If your initial request is denied, I would try again using that form. Keep it short and to the point. Such as "Buyer has me confused with another Seller. I never received proof of any damage to the item I shipped."
golfingaddict
Mentor8 months agoIf the item arrived broken, your return policy does not matter.
A buyer can open a return request based on the date they received the item, not the date you sold or shipped or left feedback.
From the photo in the feedback, it looks like it was sent out of country, which would account for the delay in delivery.
Did they open a claim with eBay? They are allowed to leave feedback. Your response is not very business like.
silverbasketshoppe
OP8 months agoHi, just seeing your message earlier message. I don't think you read my initial email. You obviously don't understand what's going on there and I disagree with your opinion regarding my response. But the information on the International Shipping Program was helpful.
golfingaddict
Mentor8 months agoI read your post and I read your response to the feedback.
You called the buyer a con artist and accused them of breaking the item.
I understand completely. You tried to blame the buyer. That they reported it to you too late, that you only have a 14 day return policy, that the product could not have arrived broken.
And you want the feedback removed.
And you are angry that they left negative after you have left them a review.
You made a request for eBay to remove the feedback.
What you did not originally mention is that you sent this by eBay international shipping, that it went to a customer in Azerbaijan
You can find the information you need in the details about the eBay international shipping page.
silverbasketshoppe
OP7 months agoI "tried to blame the buyer"? I did not ship it that way and I don't appreciate the false allegation. I leave my customers reviews thanking them for an easy pleasant transaction because I prefer not to have difficult customers. It doesn't mean that I am shipping them a problem! I resent the accusation from you that I did that, it isn't true and the lie from you that I did that is not appreciated. I have corrected prior problems and been honest with customers up front and nothing changed with this particular con artist customer and ebay and their International Scam Operation. They are a con artist customer and screw you for accusing me of shipping them a broken item, because it's not true. Call it unprofessional, I don't care, you shouldn't accuse me of doing that, when I did not.
lady_madonna
Mentor8 months agoNo, Ebay will not remove the feedback you left for the buyer nor canyou to revise it. And they will not remove the buyer's feedback to you since it does not violate Ebay feedback policy.
The buyer had 30 days from date of delivery to file a dispute on Ebay. The 30 day Ebay Money Back Guarantee for buyers overrides your "14 day returns" policy.
silverbasketshoppe
OP8 months agoSo my understanding from way back when, is that the 30 day returns is covered by ebay, not me, if it is International. If ebay wants to give them their money back, well that would be up to them, that has nothing to do with me, was my understanding. As is their determination, whether to remove the buyer's review on my page. Correct me if I am wrong.
If reviews cannot be changed, I will now think twice about my policy on leaving reviews, before leaving a buyer a review, as I very frequently use that review and explained why.
golfingaddict
Mentor8 months agoDid you use the eBay international shipping program option or did you ship it directly to the buyer?
There are protections if you sold through the program
You can read here
eBay International Shipping | eBay
silverbasketshoppe
OP8 months agoYes, it was shipped through Ebay's International Shipping Program, that's all I use. Thank you for that information, I do remember reading something like that a while back ago and watching a training video on this matter, before I signed up for this, but didn't remember all of the specifics.
And, I will never leave a review before 30 days for an International buyer, under this program, unless a buyer review is left first. I had forgotten about them having 30 days.