Removing seller abuse - please help
Could someone please help with an executive escalation contact perhaps on how to remove abusive comments left by a seller? I tried eBay email support and eBay's Ask eBay twitter feed and I have been floored by the responses I've gotten. Briefly as possible, I left a seller neutral feedback because of issues I had with the way an item I bought, a collectible book, was shipped and packaged. The auction listing said it would ship USPS priority mail but seller shipped it media mail. Aside from not abiding by the listing, the seller shipped the hardcover book wrapped solely in brown paper wrapping without any padding or cushion. Given the rough handling of packages as it goes through the system, the item could have easily been damaged or destroyed. I left feedback describing what seller had done but left it neutral because ultimately, the book arrived undamaged and in the condition described in the auction. Seller was livid, said my feedback was "personal attack" and demanded I withdraw it. I refused because it was factual and honest. Seller then left a reply to my feedback with abusive insults - "mentally unstable" and "unhinged" along with several other lies. I asked eBay to remove seller feedback as abusive but incredibly, eBay is telling me that, although seller's reply was abusive, it can only be removed by deleting my original feedback AND that the seller must consent to the removal of my original feedback. Incredibly, the person who left abusive feedback controls whether the abuse remains or not.
I cannot believe eBay can't act independently to surgically remove the seller's abuse as a violation of terms of use or that the seller must consent to the removal but the responses I have gotten seem to treat my case as an everyday feedback retraction, rather than a request to remove abusive comments. I'd be very grateful if someone could assist with my situation.
pl86
OP2 years agoJust to clarify, I asked the seller to send me a feedback revision request but I think @wastingtime101 has it right - the seller wanted my feedback deleted entirely, I don't think they are interested in an simple revision. At this point, I am taking the advice and moving on. Thanks to all for taking the time to reply, it has been interesting and educational to read all the responses.
tenbigdogs
·2 years agoHi @wastingtime101 As I posted earlier, I asked eBay directly about having the follow-up comment removed and leaving your original feedback. It seems customer service was correct that currently in order to remove the seller's follow-up comment, they would have to remove your original feedback as well. It seems it is not a policy but a programming issue. I say currently because since you brought it up, it is being brought to the attention of the programming team in charge for possible modification. I hope they will fix that, because it's a classic example of throwing out the baby with the bathwater.
In this instance, the seller has only made himself look bad with his follow-up comment to you. Many eBay buyers will take one look at that and find another seller. In his effort to be a bully, he kicked his own shin. Serves him right. Take care!
wastingtime101
·2 years agoWas that meant to be directed at me @tenbigdogs or the original poster? Sorry I'm not clear if you wanted a response from me?
tenbigdogs
·2 years agoHi @wastingtime101 My prior two posts were directed to the OP, who may be long gone, but I also posted for the benefit of the many readers.
wastingtime101
·2 years agoOK, just checking. You @ tagged me in that post and I didn't want to ignore if you were asking for me to respond or help or something.
tenbigdogs
·2 years agoSo I did. Clicked the wrong ID on the @ list. Thanks for asking why I'd spotlighted you. I'm sure you found my post as charming and illuminating as the OP. ; )
pl86
OP2 years ago@tenbigdogs Apologies for the delayed reply - thank you for following up and posting the update. It surprises me to learn eBay does not have the software code in place to address circumstances like this. It's encouraging to know that, thanks to your intervention, it will be raised to their software team. Hopefully the eBay team will agree the flexibility to surgically remove an abusive comment is a tool eBay should have. Thank you again!
tenbigdogs
·2 years agoHi @pl86 eBay could remove the seller's completely inappropriate follow-up remark if it wanted to. I am going to ask to have it reviewed and we'll get eBay's point of view on why they will or will not remove it. Good luck!
atlasesattic
·2 years agoFirst of all, why wouldn't the seller use media mail, it's a book and probably thought they were saving you money, did you request to have it sent priority?
2nd, if you received it and it wasn't damaged then what's the problem? so you leave a feedback for something that didn't happen?
I think you were just being petty and left a bad feedback for no reason.
pl86
OP2 years agoWhy wouldn't the seller send it media mail? Because the seller said in the listing it would be sent priority. And no, I didn't ask the seller to send it priority because I didn't think I'd have to ask for something the listing said would be done.
I did not, as you wrote, complain that the book arrived undamaged; I dinged the seller for sending a collectible book without any protective packaging. I think it matters how a seller packs things.
tinsoldierunderground
·2 years agoI think the fact that the book got to your home undamaged is the important thing. I'd call that a win.
I collect among other things, WW2 US and allied fighting knives. Several years back, I spotted an Imperial contract M3 trench knife in near mint condition. The price was in the $200.00 range. So, the seller shipped it in a standard legal envelope - no padding, no bubble wrap, nothing. Fortunately, it only had to travel across Florida, and it arrived in perfect condition. Did I think the seller was a moron? Absolutely! A clueless idiot? For certain! He then wanted me to leave feedback so he could 'get his money'.
I left him positive feedback, because the knife arrived undamaged. That was all that mattered to me.
He was an inexperienced seller that inherited his grandfather's knife collection, and although he offered more pieces from the collection, I quickly made it known that I wasn't interested.
I agree that the seller's response to you was inappropriate, but it may not have come to that if you had messaged him about your concerns before you left feedback, as many sellers request, if there's an issue. However, his comments reflect badly on him, not you.
gosimus
·2 years ago@pl86
< I leave it to other potential buyers to decide who is being honest >
I believe you are. There's no kayo, but you win on points. Put this behind you and move on.
lakefor94
·2 years agoThe item arrived in fine shape. You decided to poke the bear. The bear was not amused at someone taking a shot at their business. Can't imagine the amount of time spent processing this. Would be best to leave it be at this point and move on.
kraftique
·2 years agoI do like the comment that you can report the seller for not shipping Priority. If you can give an after feedback to the rude feedback. I would leave a simple statement:" this is what you will have to deal with-beware" .
I have not sold in 2 years but if ebay left pictures be shown of the shoddy packaging that would justify your feedback.
Otherwise move on- the seller has left themselves look like a vindictive seller that others will want to keep away from.
You had a right to report how your package was shipped. I good seller respect good and bad to improve service.
This is a bad seller.
Sorry for your troubles. This seller is just a few of the minor crowd you will meet out there in the world that will make your day miserable. Most sellers are good.
mudshark61369
·2 years ago@pl86,
When you leave a seller a non positive feedback they can reply to it with their own opinion of the transaction and/or buyer. Since their comment did not include profane language, racial, religious slurs... etc. it does not qualify for removal. Their reply did show a lack of customer service skills and calling a buyer names reflects badly on them, as others have said.
Instead of the long winded reply to the seller mentioning other purchases, you would have been better off writing something like;
"The seller's admission of not shipping using the advertised method and their need to insult a buyer, speaks volumes about their customer service skills".
You do have one option left to you that will not get the comment removed, but will give the seller a defect on their account, and that is to report the seller for not shipping using the method you paid for.
Use the link below to contact ebay.
On the first page use the blue Report seller button.
Next page select seller has violated an ebay policy > Continue
Next Pg. enter the seller's username, select Other, then in the text box write:
"The seller only advertised one option for shipping, Priority Mail, for the listing. However, they shipped the item Via Media mail. When questioned about that they replied only items purchased at the Buy It Now price would be shipped via Priority. Items with accepted offers would ship Media Mail. There is no mention of that in their shipping rules or terms. They only state the item will be sent via Priority mail in a PM envelope. Check the listing and the messages between us on (add the date of the message saying that).
Do not bring up the feedback issue as it is not germane to the report.
https://www.ebay.com/help/buying/resolving-issues-sellers/report-issue-seller?id=4022
ed8108
·2 years agoIs it ok for a buyer to leave those same abusive insults about their seller ?
sin-n-dex
·2 years agoThe seller is just making themselves look bad. The "unstable" comments reflect on the seller, not you, plus no one can see your ID as the buyer unless they are looking at your feedback left for others. On the seller's profile you are anonymous.
C.
house*of*paws
·2 years agoHi @pl86
I have never known eBay to remove the Reply to a Feedback without removing the entire feedback.
I think you’ll have to decide whether you’d agree to the entire removal … and then see if the seller will agree … OR eBay will remove the entire thing.
Sellers can’t leave buyers anything but positive feedback. All they can do to defend themselves against what they feel are unfair statements that hurt their reputation is to leave a Reply.
[I think it’s safe to assume the intensity of the seller’s reply reflects the impact your feedback had on them.]
BTW, I’m a buyer only, who has had to learn how our feedback affects sellers by reading sellers’ posts in the Community. Use this info however is useful. Good luck. 🙂
ed8108
·2 years agoPerhaps ebay can & has removed a reply to feedback without removing the entire feedback
It may be helpfull to review the user agreement for a disclosure of ebay's powers & authority
centeria123
·2 years agoI offer no real help, but I left negative feedback for a seller who sent me a damaged brooch and I followed all the rules and the guidelines for the feedback. Ebay removed my negative feedback and told me they did it because the seller asked them too. When a customer cannot leave real feedback buyers ultimately suffer. I agree with you. There should be better protocol before Ebay can do that without notifying the customer first. No one should be allowed to leave feedback like that. The sellers feedback to you does not follow eBay's guidelines so I do not see how they cannot remove such derogatory terms as mentally unstable, etc. Ebay is not following their own policies and guidelines. I had a seller email me today, " do not buy from me again you lying old hag". File a complaint under the contact and help link. Then in the search bar enter report seller, then follow it down the line and there should be a link for abusive language. click that and fill in your complaint. Hope that will offer a little help?
pl86
OP2 years agoThanks centeria123, for the suggestion. You have my sympathies for your situation. It seems possible reporting the seller themselves vs reporting his reply might get a different result. I do hear the other members who say the better course is to move on and let the seller shoot themselves in the foot. I've been on eBay for a long time but this is the first time I've ever looked into disputing feedback or encountered such an unfortunate seller so I think I am really surprised how it hasn't gone the way I expected. Report abuse -> abuse confirmed -> abuse removed is how I thought it would go.
annadryl
·2 years agoTheir comment was rude and uncalled for but it's no reason to start a spitting match. It's apparent you're also intent on hurting their business with a "warning" when admittedly the book was fine. I would have maybe asked for a partial shipping refund for the obvious error but would't take it so personally. Life's too short, let it go. Their reply hurts them, not you, just sayin.
pl86
OP2 years agoI respect your point. I would say that I thought I was being pretty fair to seller because I left neutral, not a negative rating, precisely because the item wasn't damaged (and noted that fact in my comments). I have had second thoughts about the final sentence in my feedback and emailed the seller with an offer to remove it before he posted the abuse. He hasn't replied to my offer so it remains.
albertabrightalberta
·2 years agoEbay won't remove part of a feedback. If the seller sent a feedback revision request, it would be for the entire feedback to be removed. Neither you nor he can remove part of it.
As for the seller, the listing and the shipping, the seller WAS wrong and cheated the buyer for extra money for shipping. Sellers aren't allowed to downgrade shipping from what the listing states and the listing states FRE as shown in the following from the listing. (Note that sellers can't claim priority mail is only for full-price purhases either.)
wastingtime101
·2 years agoIf the seller sends a FB revision request, buyer can submit a revision that copy/pastes their original FB less the last sentence. The rating can be changed to a pos or a neg or remain as a neut.
Assuming seller will not send the revision request since they'd still have a neutral and a FB they're not happy with. Removing the last sentence only probably doesn't make a difference to them.
albertabrightalberta
·2 years agoI thought a feedback revision request (if accepted) could only upgrade feedback. But you're saying a neutral can be downgraded to a neg?
wastingtime101
·2 years agoYes, that's what I'm saying @albertabrightalberta .
albertabrightalberta
·2 years agoThank you @wastingtime101 . I never knew feedback could be revised and downgraded!
wastingtime101
·2 years agoI should also add @albertabrightalberta that information comes from a seller that came to this forum last year (year before?) and said after they sent a FB revision request, the buyer changed it from a neutral to a neg, and we could all see the neg. They came here after the revision so none of us saw the neutral beforehand. I have no firsthand experience revising a FB as a buyer.
Found one example where the neg rating stayed the same:
https://community.ebay.com/t5/Selling/Revising-A-negative-to-another-negative/m-p/33880103
I know there are more - if I find the one that changed from neut to neg I'll let you know.
wastingtime101
·2 years agoFound an example where a seller mentioned their buyer revised from neut to neg. Did not find the specific one I was looking for. Working right now so do not have time to keep searching, but hopefully these 2 discussions are enough.
https://community.ebay.com/t5/Selling/Feedback-revision-requests/m-p/33720575
buyselljack2016
·2 years agoI see no great issue. The reply left on the feedback is more harmful to the seller than it is to you and shows their true colors.
If it were me, I would be happy that the reply is not removed. It lets other potential buyers see what they are dealing with.
Also, I do believe that the CS reply to your situation was made up on the run. Not believing that the "seller" would have any say in "removal/non removal".
pl86
OP2 years agoThanks for the very quick reply. I appreciate your perspective and it is a fair point. But it mystifies me that eBay can't act to remove abusive feedback or that my feedback would have to go with the abusive reply. And this is the statement in the latest email from a customer agent:
"please note that we are unable to take any action on the seller's account unless they have reached out to us. I know that this would be an additional ask from us, yet I assure you that the best person to request for the feedback removal is the seller"
and askEbay says the same thing. Everyone is sympathetic but it seems incredible I am told the seller's abuse can't be removed. It is really strange to me because there seem to be a lot of posts about feedback being removed for abuse yet I am being told it can't be removed?
12345jamesstamps
·2 years agoA seller or buyer can remove feedback in 30 days. After that, you'll be wasting your time.
Sometimes, no feedback is better than any feedback.
You received item...It was OK...but I bet seller has blocked you from any more purchases.
And everyone can now read what he said he said.
The shipping would not have bothered me. You could have asked for a slight refund on shipping.
As a seller myself...we sometimes have to step out of our bounds. You're not a seller and don't know what situations made the seller change the shipping. Did you at least ask first before the feedback?
pl86
OP2 years agoWe are still well within 30 days since I posted the feedback; that restriction has not been mentioned by the agents as the reason why they say their hands are tied. They simply say seller's reply can't be changed without his approval - it does not seem to matter that the agents acknowledge the reply is abusive.
Yes, I contacted seller immediately after I saw in the tracking that it was sent media mail to ask why it wasn't sent priority mail. The seller first reply ignored my question and simply offered refund me the $2.00 difference. I persisted and told him it wasn't the cost, it was the difference in speed and handling between media and priority that was important to me and the fact the auction said priority mail. He then said the priority mail was only good for the original auction price of $300 -
"The listed price with priority mail included is $300. You accepted an offer that was considerably reduced."
It was news to me that priority mail was only for the listed price and not at the offer price of $225 that I accepted, an offer, by the way, the seller sent to me unsolicited. His attitude rubbed me the wrong way but I let it drop. But when the book arrived wrapped in grocery bag paper? I did not email the seller about the packaging because it would have been pointless, given his attitude about the media mail shipping. It arrived undamaged but not because of anything seller did.
Credit to the seller for being consistent - in his abusive reply, he brings up again that I got a bargain (in his mind) so I should be happy. And plainly, I think it matters a lot how a seller packages and ships items.
albertabrightalberta
·2 years agoPlease explain how a seller can remove feedback.
@pl86
You've read about ebay removing disallowed feedback left by sellers but those cases refer to when sellers leave negative comments with a positive (green) feedback for buyers.
In this case, it's not feedback that would be removed; it's a reply to feedback that the buyer had left FOR the seller.