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Feedback appeal is based on incorrect information. How do I appeal and appeal? I can't get past AI
Buyer was mad at me and left incorrect and untruthful negative feedback. My request for removal produced a response that had nothing to do with the situation. (It said they couldn't find shipping information. It was not shipped. It was cancelled and refunded.) I managed somehow to get through the AI bot to a live agent, explained the situation and he agreed that the first denial of removal was based on incorrect information. He submitted to appeals group (and I strongly feel this is an AI doing the "review of appeal") and the response was again "no removal" for the same incorrect information as the first denial. How can I get through to someone live in the appeals group to talk to a person? The first agent tried his best but got the same appeal response - that has nothing to do with the request for appeal. Help!!!
jumcg2218
OP1 year agoYes, because she did not offer to pay for expedited shipping, asked me to do same-day shipping on a Saturday, which I could not do, and which my listing clearly says I ship within 1 to 3 Business Days. I told her in a message that I was concerned that USPS would not be able to have the package delivered to her in a timely manner, and that I felt it would be in her best interest to let me cancel the order, refund her money, and release her from this sale so she could expedite another gift that would meet her time frame - which, by the way, she never defined for me. She did not respond to that message, so I did what I told her I intended to do. Her feedback LIED about the timing of her request she said she requested it 2 days after purchase. That was a lie. She asked me to send the ring that Saturday. She LIED that I did not contact her about cancelling the order. I DID let her know. I tried my best to be professional and release her from her purchase out of respect for her need for immediate shipping and out of my concern for USPS to be able to deliver it to her in a timely manner. I WAS professional. Her lies taints my feedback, and I feel it is unjust to any seller to have a buyer blatantly lie in leaving negative feedback, especially when that buyer apparently either didn't read her messages, or chose to ignore them so she could negatively impact my business. So LIES in feedback isn't a cause for removal? This situation has now been elevated to the Defects Team. Hopefully my case will be put into the hands of someone who values the truth, and can see why I was concerned. By the way, she was going to get free shipping on a $35.00 item, which I thought was a generous offer, and to which she did not respond. I wasn't going to give her free Priority shipping on the item.
Has anyone ever had a successful removal of negative feedback where the documentation and paper trail of messages clearly shows the buyer is lying?
Regards - and thank you for your consideration in this matter. I am flummoxed, disappointed in Ebay, and stymied about what to do to defend myself against a buyer who lies. Seems to me that Ebay would be concerned about a buyer who is untruthful with intent to harm the seller's reputation.
dryophelia
Mentor1 year ago…and that I felt it would be in her best interest to let me cancel the order, refund her money, … She did not respond to that message, so I did what I told her I intended to do.
@jumcg2218
When you cancelled the transaction, there were options as to WHY it was being cancelled
Of those options, which one did you choose?
fashionsandbeauty4u
Mentor1 year ago@jumcg2218
Unfortunately, this feedback doesn't appear to violate eBay policies.
Did this Buyer ask to cancel? If not, what reason did you use to cancel the order? If a Seller cancels an order for an invalid reason or a reason that can damage the Buyer's account, that Buyer can leave negative feedback that eBay will not remove.
This is all based on your response to her negative where you state you canceled her order. Is that not what happened?
jumcg2218
OP1 year agoBuyer bought item on Saturday and immediately asked me to ship same day. My store clearly states we ship in 1 to 3 business days. She also lied and said she contacted me 2 days after purchase, which isn't true. According to the ebay rep I spoke with that filed the original appeal, because my store policy is ship in 1 to 3 business days, and because she was asking me to do a service for her that my store policies do not provide, she falls into that category where she should have bought from a store that offered same day shipping. I do not offer that. Also, I did have communication with her advising her that I could not accommodate her request and that I was going to cancel and refund. She did not acknowledge that communication. However she dinged me for not being communicative. Yet another lie.
fashionsandbeauty4u
Mentor1 year ago@jumcg2218
What reason did you use to cancel?