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False Negative Feedback from a buyer and eBay said they would remove it, then sent an email opposite
I'm an eBay Top Rated Seller since 2018 with a 100% positive feedback since I began. At 9pm Feb 8, 2024 I received an order for a used DVD. It was shipped the following morning, very securely packaged in waterproof bubble wrap with free shipping paid by me. It arrived early on Feb 12. The item was in mint condition like brand new. The buyer posted my first negative feedback comment stating (to eBay) not to contact the seller and that everything was fine but she didn't like the plot of the movie although she said "the scenery was beautiful" and nothing else. I contacted the buyer 3 times in the following days/weeks asking her to please reconsider her negative comment as it was not seller feedback and offered her a full refund. I offer free returns. She refused all correspondence. I offered to refund her and to keep or toss the disc without any reply. I contacted eBay Customer Service 7 times and 3 times on the phone to review and remove the negative mark. The 3rd eBay staffer I spoke with one week ago from today said it was marked for removal and would disappear on Mon or Tues (April 1 or 2). Yesterday after I emailed eBay for an update, I received a generic email that the comment "did not violate eBay policy" and therefore they "cannot" remove it. Now I am unable to reach a direct person at eBay for an explanation or accurate account of what happened since my last call. Please send me any suggestions to properly address this with eBay.
jbsglobus18
OP2 years agoThank you for your comment. Of course, it's readily obvious the buyer is inexperienced and I realized early that it was unlikely she was even seeing my requests to her at all...but I imagine this is a relatively common issue on the platform. My issue is rectifying a legitimate business concern and why eBay wouldn't streamline things like this to avoid arbitrarily penalizing good sellers and simply removing the negative mark and changing it to neutral and leaving the buyer comment in place for all to see. It's a simple and inexpensive business ethics and best practices matter. Not a personal one. I'm not terribly concerned but want to exhaust all of my options to bring this type of problem to decision makers.
mr_lincoln
Mentor2 years agoHi @jbsglobus18
First, I am sorry this hapened ...
The Buyer has only a (15) FB count meaning they are either newer or low activity and are clueless on how FB should really be used OR how to complete a FB Revision form. Very sorry eBay gave you conflicting stories about its removal or change to Positive ...
One of my complaints about eBay's FB system is that new or low activity Buyers should not be permitted to leave FB until they have a lot more transactions than 20 or less. My first less than Positive FB was from a (5) Buyer at the time and through messaging learned that the issue stated in FB wasn't even the real issue, they just THOUGHT they had to leave FB right away ... WHAT?????
I also got a Neg FB once and when I read it I realized it wasn't even about my item, Buyer made a mistake ... I messaged them and sure enough they apologized and completed a Rev form for me BUT, had they not ever seen my message about the FB then the Neg would have stood because it did not violate policy ... just wasn't about my item.
As I read the Buyer's FB I clearly see they are not experienced ... perhaps a reply like, "Oops, inexperienced Customer accidentally clicked the red donut instead of the green one."
As to their FB commenting on the movie, THAT is better for a Product review NOT an FB on how the Seller shipped securely and on time and delivered an item AS described. THOSE are what Sellers are rated on.