Refusal to removed negative feedback, ebay takes no action with abusive buyer
Hello
I am a fairly new ebay seller. I recently sent two people the wrong items (labels were mixed up).
Party 1 was really good a bout it and I gave her a refund and let her keep the incorrect item.
Party 2--I notified as soon as I realized he would be receiving wrong item. He
immediately sent threatening and hateful messages . I called ebay multiple times to figure out how to handle this. They told me to have him open up a return request. When I instructed him to do this he states "You cant tell me what to do." and refused to cooperate. I was then hit with 20 more rude, abusive and hateful messages. I finally called ebay and had him blocked. He then put down negative feedback. In his feedback he states "sellers are awful and send cracked and wrong items." and this reduced my seller level from 100 to 96. Since then I have had 0 sales. I have reached out to ebay twice to have the feedback removed and they send me notes refusing. His item was NOT CRACKED, as he received someone else's item and refused to issue a return request. He has not returned the item. I have not been paid as EBAY has this on hold. Since he has described items as cracked this is a false claim, how can I get ebay to removed this and restore my selling rating? and how can I get paid. I have called multiple times and the ebay rep is nice and understanding, they review his threatening messages and are sympathetic and say that they think the feedback will be removed, but it never is. I also reported a buyer and have heard nothing. Any ideas? This is enough for me not to want to sell here anymore, and also now I have no sales, is this a coincidence or related?
12345jamesstamps
·1 year agoSales are rather slow for me...so it's not the feedback.
'One bad apple in a barrel...would you throw the whole barrel out?'
Buyers are going to be jealous because you can sell items and most can't.
Nobody said it would be easy selling on eBay...did they?
Usually, I tell buyer I shipped the wrong item...I never request an item back.
Buyers are never good shippers to begin with.
I usually tell buyer if item is returned I will mail it ASAP.
And this is all after a refund...no back and forth emails.
Antagonizing a buyer with emails is never a good solution.
And I do offer a freebie from my items listed within a certain amount.
I had done the same thing two weeks ago...given wrong items to buyers.
I offered 20 bucks credit of what I have listed...they were nice and said mistakes do happen and no thanks for the free item with free shipping...
One gave me positive feedback and the other made another purchase.
Both refused a refund...
powell-collectibles
·1 year agoThat’s good customer service.
I just packed up an order of seven items. I
couldn’t find one. A “ghost listing†that is my fault. So, I sent an apologetic note to the buyer, refunded that item, then included four items I thought he might like. If he’s upset and gives a neg, that’s life. But, I suspect that he’ll be thrilled with the fix for MY mistake.
12345jamesstamps
·1 year agoBuyers like anything for free...but you have to include a note...'free'...
Sometimes, buyers think I made a mistake and they return the items...LOL
A buyer who 'order of seven items' can become a 'repeat buyer'...those are the best.
Most buyers don't leave any feedback for a mistake...which is OK with me.
pikabo-icu
·1 year ago@powell-collectibles Wow I'm shopping at your store LOL...
asset_liquidators
·1 year agoI see this on these boards fairly often where someone mixes up shipping labels. As someone who has been doing this for 27 years now I will give one piece of advice.
Pack one item at a time to completion. Meaning, Don't print another label until the item you are packing is complete with label affixed. As long as you do that you will never mix up shipping labels.
In the event you are going to pack them all and then print the labels I would recommend writing on each package EXACTLY what is in it (or the buyers name) and then compare the label to the item before affixing each label.
Not much you can do about the current situation now because the feedback doesn't really qualify for removal.
kensgiftshop
·1 year agoYour first mistake is enough to call it quits.
How do you now it wasn't cracked by the time the buyer received the wrong item?
beautydeals63
OP1 year agoHi Kensgiftshop
Hi Kensgiftshop,
A tube of conditioner isn't "crackable." It’s not made of glass and isn’t an object that can break. It would be great if Kensgiftshop could adopt a more positive approach and offer support. If that’s not possible, why spread negative vibes? I had hoped this community wouldn’t be filled with behind-the-scenes bullies like you.
powell-collectibles
·1 year agoClearly, the buyer was issuing negative feedback for the type of seller that ships the wrong item or damaged items. Yes, he’s complaining about a certain group of sellers. You are in that group. He likely got fed up with multiple bad transactions, and your mistake was the final straw. Another eBay buyer bites the dust.
house*of*paws
·1 year agoHi @beautydeals63
This is @kensgiftshop post:
Your first mistake is enough to call it quits.
How do you now it wasn't cracked by the time the buyer received the wrong item?
Where is the 'bullying' you describe? Your buyer might be bullying you ... but I see no bullying in Ken's response. If the conditioner is in a plastic container ... then, of course, it can crack or be punctured. [I've had plastic containers crack on me.] If you feel bullied by a statement of fact and a question ... then I'm afraid that's on you.
You made a mistake that many sellers have made at least once. It's sad and understandable, and people almost always become maddest at the mistakes they've made themselves ... but there is nothing the buyer said in the feedback that warrants removal of the negative feedback. I'm very sorry that the buyer was mean to you, but that doesn't guarantee removal of bad feedback.
If you keep trying, you may eventually reach an eBay agent that might remove the feedback because you provided a refund ... but NOT because the buyer was abominable.
kensgiftshop
·1 year agoYou've never got home from the grocery store and have a bag full of cooking oil, shampoo or anything else because the bottle or tube busted?
Plastic cracks just as easy as glass if it's squeezed/smashed just right.
beautydeals63
OP1 year agoI want to share my experience with a recent buyer to highlight the importance of communication and understanding in resolving issues. When I informed this buyer that he would be receiving the wrong item, I was simply trying to ensure he was aware and address the situation proactively. However, his immediate reaction was to become aggressive and threatening, even mentioning he would call the police.
This kind of rudeness made it difficult for me to want to assist him further, despite my intention to correct the mistake. I believe that if he had approached the situation with civility, I would have been more than willing to offer a refund or find another resolution. We all make mistakes, and it’s essential to recognize that a respectful dialogue can lead to better outcomes for everyone involved.
To those who think it was entirely my fault, I understand your perspective. But I ask you to consider: how would you respond if faced with hostility in a situation where you were genuinely trying to help? I believe everyone has the capacity to make mistakes, and treating each other with respect, even in challenging situations, is crucial. Let's encourage kindness and understanding, as it ultimately leads to better resolutions for all.
pikabo-icu
·1 year ago@beautydeals63
Again and I don't mean this as an attack on you.. Mistakes happen, they can happen to all of us.
The first mistake was yours, sending the wrong item.
Now put yourself in the buyer's shoes.. They may know little about eBay and selling here.
You asked what would we do..
I would immediately refund them.
Offer to let them keep the item for free.
If they did not want it I would send a return label and perhaps a few dollar for their time & the inconvenience of repacking the item and driving it to the PO.
I would not have told them to open a return.
They are already not getting the item they wanted as you told the other buyer to keep it, No?
So they are already unhappy strike 1.
I would not have done anything else to anger them or inflate their displeasure.
It would be costly yes but that's what I would do, since you asked.
OTOH I have had this happen where a seller swapped my order for another buyer.
They sent me a label, I returned it and they relisted my item & the one the wrongly sent so I was able to purchase anew.
BUT I was an experienced buyer and seller.. So I gave them grace.
Not everyone understands how eBay works & it only takes a couple bad buying experiences for them to have a neg opinion of eBay.
I am NOT blaming you, it wasn't intentional that's why it's called an accident but you have to work extra hard to right the wrong.
beautydeals63
OP1 year agoI called ebay when i realized what happened. the only reason I asked them to open a return is because'this is how they told me it worked. I am new and had no idea. so I did what they asked me to do. I have never
had a return before.
pikabo-icu
·1 year ago@beautydeals63
I understand and for the future; the phone reps are terrible at giving advice.
They're outsourced offshore and know little to nothing about eBay policy.
This board is the BEST place to come for any issues.
Most often the members will guide you through what to do and will point you to decent eBay advice sources when needed.
The people here want you to succeed.. So next time you have any issues like this, just come here first.
There are sellers here with decades of experience in the best way to handle these things within eBay policy.
Also when you have spare time, as if lol, read through the boards here.. The selling board is a good one. I have learned a LOT from just reading old topics here.
kitschy*loot
·1 year agoI think your buyer handled the situation poorly by threatening and spamming you with messages, but I don't understand why you say the only reason you asked them to open a return was because that's how you were told it works... you didn't do that in regards to the other buyer so that was a choice you made because you didn't like how the hostile buyer behaved compared to the one who reacted nicely.
You literally said in another post that you didn't offer a refund because you didn't like how they behaved towards you, which is understandable that you didn't... but you can't turn around and say you didn't offer a refund because of what eBay reps told you and say you didn't because you didn't want to...
tinsoldierunderground
·1 year ago@beautydeals63
Unfortunately, a number of the younger set have been raised on social media, where courtesy and etiquette don't exist these days. These people are all 10 feet tall and bullet proof while hiding on the other side of their computer screen or smart phone, largely because it's the only socialization they've had in life.
They've never been taught how to interact with people in face-to-face situations, where polite, courteous behavior is the way of the civilized world, so this is what you get. If you spend anytime on these forums, you'll get a good idea of the abuse we all suffer from some people posting here.
powell-collectibles
·1 year agoThe buyer did not indicate that you sent an item that was both wrong and cracked. He was complaining that, in his experience, sellers often send items that are wrong, or potentially damaged pre-or post shipment. Honestly, it looks like you got the feedback that you deserved.
beautydeals63
OP1 year agoPowell, why are you saying I "deserved" it?
Sounds very unsupportive. How would you know what I deserved?
Would you deserve to have someone say an item you sent was cracked when it wasn't?
Your the reason these types of boards are not helpful. You ruin the spirit of
support. How about if you can't say anything nice just keep quiet?
powell-collectibles
·1 year agoYou sent the item and think that you deserve to be paid? Issuing a refund straight away would have helped to avoid this mess.
Supportive doesn’t mean that everyone needs to tell you what you want to hear. You made a mistake - happens to the best of us. Learn from it and move on. That feedback will be a reminder to you to tighten up your packing and labeling procedures and customer service skills. All good.
fab_finds4u
·1 year agoYou should have treated Buyer 2 the same way you treated Buyer 1 when you discovered the mix-up.
You immediately refunded Buyer 1 and you let them keep the incorrect item. You should have immediately refunded Buyer 2 and let them keep the wrong item. Or sent a return label and hope they return it.
beautydeals63
OP1 year agoHe refused to open a return request and started cussing and threatening me.
that's the only reason. First party was cooperative and did all that.
Why would I refund someone threatening and not
working with the property policy? Ebay said he has to open
a return request. I asked him to and he started cussing
and threatening me with calling the police. really?
Those are empty threats by an individual being a cyber bully hiding behind his computer in his mommies basement.
pikabo-icu
·1 year ago@beautydeals63
Sadly because the first mistake was yours.
In order to have a satisfied customer, in this case only partly satisfied as they aren't going to get what they ordered, you should have immediately refunded them.
Offered to let them keep the item or if it wasn't useful to them offered to be proactive and send a return label.
Your buyer is still going to be inconvenienced in that 1. they don't get what they actually ordered and 2. they must spend their time & fuel to pack item & take it to the PO.
Anything you can do to mitigate those things is what you have to do. It might have prevented that negative fb.
Sadly, mistakes like this cost you money to rectify if you want to salvage the customer's opinion about you as a seller..
Mistakes happen though so don't be too upset about it..
momtoabeautifuldaughter
·1 year agoeBay doesn't always give correct advice. You sent wrong item so you just needed to send a refund and let them keep wrong item.
fbusoni
·1 year ago@beautydeals63
Yes, it's a coincidence. You sold the item April 23, the negative feedback was left when... April 30?
In other words, there is no relationship between your lack of sales and the negative feedback... sellers with perfect feedback can go weeks with no sales, for example.
Sorry this happened to you... if it's any consolation, all sellers have experiences with miscreant buyers at one time or another. It's a hazard of selling to the general public... which I tend to think of as one massive Petri dish.
Your reply to the negative feedback was appropriate, but should this happen again, I'd spend a little more time explaining the circumstances for the benefit of any buyers who may opt to spend a few minutes reading your feedback... so they have a fuller picture of how you comported yourself with a deranged buyer.
You didn't need to contact eBay for any of that. You can be proactive and report unwanted messages yourself by clicking the three dots at the top of the message as shown below.
You can also block buyers yourself by adding to your blocked buyer list
To request removal of negative or neutral feedback you can either click Help & Contact at the top of any eBay page feedback removal should show as a suggested action or go here > Request feedback removal tool
If the feedback doesn't violate feedback policy it may not be removed.
As far as eBay not taking any action……they will never tell you what actions they take if any.