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Negative Feedback for "undelivered" 1st Class Post
Summary: kmtproductsltd is frustrated with eBay's refusal to remove negative feedback they received from a buyer claiming non-receipt of an item sent via untracked first-class post. They argue that since eBay offers this delivery option, sellers should not be penalized for non-delivery issues that are beyond their control. A participant suggested connecting with eBay UK support for better assistance, but kmtproductsltd expressed their struggle with eBay's help system, finding it unhelpful and circular.
The easiest way for me to explain the problem is by pasting a drafted email that I've been unable to send to eBay due to its circular "help" system:
Dear eBay Resolution Team,
I'm writing in reply to your response declining removal of a negative feedback left on my account. The buyer claims they never received the item, despite my posting it by first-class post two days before the stated dispatch due date along with numerous other 1st class orders on that day.
We offer first-class post because eBay offers it as a delivery option within shipping options drop-down menus, and because most of my sale items are low value. The buyer selected this option when purchasing, so all three parties knowingly opted into / offer an untracked service with no delivery confirmation. I also contacted the buyer proactively before the coming weekend to check whether the item had arrived with the intention of offering to resend or refund if it hadn't — they did not reply, and instead left this feedback, our first negative in over two years.
Since eBay itself provides untracked first-class as a legitimate delivery method, non-delivery cannot reasonably be treated as a seller failure when the service has no tracking by design. I acted in good faith throughout and did nothing different from the hundreds of similar orders I've posted and continue to do so.
I put it to eBay that if Sellers will be penalised (reduced service quality perception by buyers seeing the appearance of negative feedback/s) for the postal service's failure to deliver on the service chosen by the buyer then it is "setting the seller up to fail". Essentially, one of two things should occur:
1) eBay should only allow sellers to select (offer) from tracked services, thereby ensuring that it is possible to appeal all negative feedback pertaining to delivery because either proof of delivery or proof of postage will always be possible. If it is not available, then negative feedback is justified as the seller failed to process the dispatch correctly or sufficiently quickly etc.
2) If eBay allows sellers to choose from (offer) untracked services such as Royal Mail 1st or 2nd class post, and if buyers choose said services, then eBay should recognise that if a seller posts the item/s prior to the due date then any lost or delayed deliveries are out of the control of the seller, and any negative feedback left should reflect this or pertain only to the dispatch speed - not the quality of the seller's products, services or complaint handling - particularly as, by choosing that service, THE BUYER TAKES THE SAME RISK as the seller in relation to the probability of a successful delivery by the third party.
Clearly, also, the seller should be given every opportunity to resolve the "lost" package by refunding or resending, bearing in mind that dishonest buyers (they do exist) could claim non-receipt even if that is not the case...
I hope you can see the logic of the issue, and take on board the otherwise seemingly random risk of bad feedback all sellers may consequentially invite when eBay facilitates untracked delivery choices.
disneyshopper
Mentor1 month agoThis is ebay.com, the USA site.
You are located in the UK.
You need to return to your home site: https://www.ebay.co.uk
You can ask your question here: https://community.ebay.co.uk/
There is currently a glitch when you search, bringing you over here.
In the future, use the SHOP BY CATEGORY on the left side of the screen, or type in your KEYWORDS and then use the SEARCH on the right side.
eastlaneave
Mentor1 month ago@kmtproductsltd
This is volunteer help on eBay.com in the USA. You'll want to connect with UK help.
You can connect with fellow buyers and sellers on the eBay UK Community pages here: https://community.ebay.co.uk/forum/member-to-member-support-26/
Here's how to contact eBay UK customer service.
1. CLICK THIS LINK: https://www.ebay.co.uk/help/eua?id=5275
2. Request a call back, Monday to Friday 8:00 am to 10:00 pm, Saturday and Sunday 9:00 am to 6:00 pm
kmtproductsltd
OP1 month agoOK - thanks, I didn't realise my post was on the USA forum. I will paste again through your provided UK link.
As for the customer service link - we are old friends, that link and I, and unless someone is asking one of the questions eBay prefers you to ask, you end up in a maddening circular loop.
All the best.