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Negative Feedback about a Disclosed Issue
I received a negative feedback from a buyer saying that the rings I sold have missing stones. The description in my listing stated the following : "Pre-owned vintage condition. Some rings show wear, patina, or missing stones. The Rafael Canada ring is marked inside. The display case has scuffs and interior staining. Sold as-is."
I contacted the buyer about this and I requested a revision. I also requested feedback removal from eBay as this is feedback about a known issue. To my surprise, eBay rejected my request and kept the feedback.
How is this fair and what else could I, as a seller, have done? I was very transparent with the description and there are close-up images that clearly show the missing stones.
mr_lincoln
Mentor1 year agoHI @savvyfalcon
Use the Report Buyer link on the sold transaction, this should always be your FIRST step when something like this happens.
eBay has handed over most, if not all, Feedback removal requests to AI and I have yet to read where they granted a removal. Not sure what parameters they gave that AI programming section but thus far it does not sound like their is much leeway.
I agree that FB should be removed since it was a known issue.
I am in a similar situation with a Neutral on an item sold FOR RESTORATION. I capitalize that here becsue that is how I do it on my listings, in the Title, in Conditions, in Description and finally, in Item specifics under eBay's Grade system. In the world of trains that means the Buyer has to fix it if they want to run it and I called out issues that they would need to address.
So after messaging the Buyer and explaining things AND that they could revise the FB then messaged back for me to go ahead and change it. I sent the revision form and again stated THEY have to complete the form not me per eBay policy ... thus far crickets ... the issue in my case is also the fact that the customer is a casual Buyer with less than (10) FB count ... those kind of members are not immersed in eBay culture, are not going to be high volume Buyers and ultimately could give a rip what happens.
savvyfalcon
OP1 year agoIt's painful to get a careless feedback like that after putting all the effort to be a good seller. Even honest is no longer acceptable it seems.
I will try the 'Report Buyer' option
mr_lincoln
Mentor1 year ago@savvyfalcon
Yes, Report the Buyer, they have made a false claim. Ironically, I have had very few less than Positive FBs over the years but in EVERY case the customer never messaged before leaving the FB, which is another shortcoming of the eBay FB system. eBay encourages "Trading partners" (their term for a Buyer and Seller on a transaction) to try and work things out before taking action, like leaving less than Positive FB.
I also received one Neg and when I read it I knew immediately it was meant for a different Seller, I messaged my customer and he apologized and did the Rev form for me. So the current system doesn't even allow for mistakes. As a matter of fact, just today I read a thread where a Buyer "accidentally" marked a Neg instead of a Positive, here's part of their post quoted here,
“I must have accidentally pushed the negative instead of the positive that I intended to push on a corning ware bowl when I was giving feedback I intended for it to be a positive feedback and I’d love to be able to get that changed.â€
Most of the other less than Positive FB I have received have been from low FB count members, again, not immersed in the eBay culture and casual Buyers at best.