Feedback removal how to get C/S to read it before responding and denying removal ??

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Open to all help and suggestions. Thought we knew it all.

Over 19 years here selling same trademarked product a buyer decides to give our 3d or 4th negative in 3 years by basically saying he overpaid and gold worth about half. He picked one of our flagship promoted items where we make about 6 dollars and fees are about 35 dollars to eBay, listing has 30 day FREE return . Buyer never even write before giving NEG feedback . We replied as best we can and requested revision to no avail yet. Made 3 calls to eBay CS , first one said it qualifies for removal but will take 24-48 hours. We got up next day to find a response from ebay saying removal denied and we need to address pics in listing despite having refunded it AND WE NEVER REFUNDED item ???? . Below is actual response from a certain Gladilyn

Thank you for contacting eBay Customer Service. My name is Gladilyn, and it will be my pleasure to assist you further.

Here are the details I was able to capture from the transaction as of now:

·I understand buyer "johes-1353" left feedback regarding the item received.

·You're looking for help getting this concern sorted out as you have refunded the buyer.

I am more than happy to review and check what options we have for you.

I was able to see that the buyer’s feedback is about the item claiming it does not like the picture. It’s important to make sure you don’t have contradictory information between any parts of your listing as this may cause confusion. Though I acknowledge that you refunded the buyer, we've kept the feedback as it was a buyer experience because of the item that is not as described.

Please note that feedback isn't included in your seller performance metrics but does reflect your selling practices.

With this, we recommend you use this negative feedback as a way to advertise your after-sales care and customer services. If you respond to the feedback in a helpful and professional manner, other buyers looking at your feedback profile will see that even when a transaction doesn't go as smoothly as you'd like, you are still willing to resolve the issue and provide a great service.

Here are some tips on what you can do if you receive negative feedback:

·Consider replying to the buyer’s feedback. Doing so is a great way to show other shoppers how you handle issues.

·Ask the buyer to revise their feedback if you think you have resolved their concerns or offered a resolution. You’ll need to send the buyer a feedback revision request.

It may be a good idea to look at your other listings to ensure:

·Your descriptions are clear and accurate

·There is no confusion about the item they are buying

You can find out more about when we remove feedback on our Feedback policy page: https://www.ebay.com/help/policies/feedback-policies/feedback-policy?id=4208&st=3&pos=1&query=Feedback%20policy&intent=Feedback%20Policy&lucenceai=lucenceai&docId=HELP1223

I trust that this information is clear and of help. Thank you for contacting eBay Customer Service.

Best Regards,

Gladilyn L.

eBay Customer Service

[THREAD ID: 1-6FIP4Q1R]

Sadly the feedback has nothing to do with the pic , actually if you read feedback that is posted below its pertaining to price,he even says Appearance was great ! note gold went down about a 1000 dollars and oz since buyer bought to boot....its out of our control ?

"THE Apperance was great and pretty but very small, i thought I was getting a good deal, but doing a little digging found out that it was worth half what I paid for, I feel I got jipped."

1 /3 gram Gold Bar - TGR TEXAS - 999.9 Fine in Assay (#371764545077)

Simply heartbroken , since health has seen better days being over 65 , we lost our roof and baby brother during last ice storm and we reopened about 4 month ago. We are open to advice if you have any . We responded to the decision and pasted below and made one last call , person was nice said now the FB reviews are offline and wrote them a letter as an appeal and we do beleive she took her time and actually understood the buyer complaint is about price and nothing to do with item not being the same....we have sold over 17,000 of these to happy repeat buyers on many platforms. Again below was our written response.

Dear Gladlyn thanks for the reply/removal denial but negative feedback is NOT about PICTURE but the PRICE ...lol

The feedback from buyer johes-1353 says they overpaid for the gold bar and not pertaining or matching the photo as you answered, we have no control over the price of gold dropping over a 1000 dollars an oz since they bought on the 12th of march. All they had to do is return it using FREE 30 day return policy on this listing . Also This item number 371764545077 is our flagship promoted item with over 2000 sold to Happy repeat buyers , we make no money while fees to eBay on it are over 30 dollars per item . Its sad no one read the feedback itself before deciding on outcome , it has nothing to do with photo , in fact feedback says it looks like photo and they feel they OVER PAID ???.........not sure who or whats going on. God Bless

Item name: 1 /3 gram Gold Bar - TGR TEXAS - 999.9 Fine in Assay
Order number: 21-14339-35637
Item ID: 371764545077
Buyer: johes-1353

Thank you to all , we hardly post but asking anyone for any ideas re latter situation.Praying maybe someone from eBay will take time to read this post. Below was the first reply from eBay saying not to worry it will be taken care of ??? God Bless

Thank you for contacting eBay Customer Service regarding the item "1 /3 gram Gold Bar - TGR TEXAS - 999.9 Fine in Assay" (371764545077). My name is Nitesh and I am happy to share the next steps to resolve this for you.

Here are the details I was able to capture from the transaction as of now:

As per the notes from the previous representative I found out that the buyer left a negative feedback but you had no control over the value of the item as it changes every day and the buyer felt that they paid for more but received less.
Now you want us to remove the feedback as it is affecting your seller performance.
Rest assured, I will help you with the best possible option to get your issue resolved.

I am pleased to inform you that we have a dedicated team standing by, eager to help you with any feedback that you may need assistance with. To appeal any feedback, please follow these steps:

Go to Seller Help(https://www.ebay.com/help/selling/selling-tools/seller-help?id=4996&st=3&pos=5&query=Seller%20Help&intent=seller&lucenceai=lucenceai&docId=HELP1548) and select Request assistance

Select Appeal a feedback

Choose the item you want us to review

Tell us why, then select Send request

Our dedicated seller help team will handle your request with utmost care and provide you with the necessary support and guidance. You will be notified of the appeal outcome within the next 08 hours of the request.

I am positive that the information was helpful and have helped you with the necessary information to get moving forward. I appreciate you for continued business with us. Thank you for contacting eBay.

Kind regards,

Nitesh A.

eBay Customer Service

[THREAD ID: 1-6FIOFM54]

texasgoldreserve

12139 View listings

Posted 5 months ago · Edited 5 months ago

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