My feedback appeal got denied. I think eBay's AI bot misunderstood. How can I talk to a human?
A new eBayer (a buyer) left us (a seller) negative feedback saying the sold items were defective (they were not), then after we gave her a full refund (following a number of messages to her) and requested feedback change, she deleted her account. She never returned the items. We appealed using eBay's appeal channel, but her feedback contained imagery that apparently eBay's AI misunderstood. They denied our appeal. We're pretty sure a human would understand the issue, but we can't find a way to contact a human in eBay customer service. All the links eBay provides for seller problems lead only to more "tips" or to seller options that do not apply to us.
We don't need the items back now, but we seriously want her feedback deleted. We're relatively new sellers with only 38 feedbacks, so her negative one puts a real dent in our rating.
Is there ANY way to talk to a human in eBay Customer Service?
soh.maryl
·7 months agoDon't see any negative FB on this account. Perhaps you have another account?
wastingtime101
·7 months agoThe feedback was removed @soh.maryl . When a buyer goes NARU (not a registered user) because of buyer abuse / being booted from the site, eBay will often wipe all their FB, so I'm guessing that's what happened here. I didn't mention it earlier because I wasn't 100% sure if the buyer was NARU and I didn't want to get the OP's hopes up in case it wasn't relevant.
soh.maryl
·7 months agoThank you.
soh.maryl
·7 months agoPerhaps someone should point that out to the OP?
momtoabeautifuldaughter
·7 months agoOnce you refund then you don't get the item back and unless it's on another account I don't see a negative feedback.
wastingtime101
·7 months agoThe buyer did not delete their account. eBay doesn't let users delete their account that quickly when they've had a recent transaction (learn more). eBay gave the buyer the boot.
If you refunded the buyer before they returned the item, eBay is not going to cover it.
The buyer's feedback will not be removed as it does not violate eBay's feedback policy - it's just a buyer expressing dissatisfaction with the quality of the product.
One neg really won't have much effect. Believe it or not, a lot of buyers don't even look at feedback or % before buying because they know the MBG will back them up. A lot of buyers see anything over 95% as good.
Don't stress about it - just keep selling and let the good FB drown out the one neg.