Bogus Negative Feedback - HELP
Negative feedback received 10/6:
 
Buyer did not reach out to me before leaving feedback.
I requested feedback removal but was denied on grounds of no policy violations (which I do not think is correct - buyer uses profanity “**bleep**â€).
I reached out to buyer to initiate a dialogue on 10/7 asking him politely to remove the feedback because my listing was accurate and received no reply. I then followed up offering a full refund on 10/8 and received no reply. Clearly I am not at fault but the impact of the negative feedback is real and I just need to solve, so I offered the refund. In the 8 days before the feedback I made 10 sales. In the 3 days since, 0 sales. The impact is real.
I emailed customer service but so far am getting the standard template responses suggesting I reach out to the buyer to resolve. If buyer doesn’t respond / isn’t interested in resolving then what?
Anyone have any advice here? I really earned my perfect feedback score so this is a difficult pill to swallow. If negative feedback came along for something genuine I would accept it and move on, but there is nothing I can really learn from this other than that there are buyers out there you just can’t work with and no way to anticipate and block them ahead of time. Super frustrating.
johnrj1226
·1 year agoSome days you are a diamond some days your not - that's the way love goes
This Merle Haggard song might cheer you up. My Lone Star Lady of 42+ years hooked up always said after me she 's going after Merle. Still here. Merle passed in 2016 - still likes his music in my Man Cave (garage with stereo, Fisher speakers CD player). Recall the dancing on corn meal covered dance floors - now just on our kitchen floor - have an other CD player there.
https://www.google.com/search?client=firefox-b-1-d&q=that%27s+the+way+love+goes+merle
PS I never once received All A on my report card from K to 12 or 4.0 in 4.5 years in college. a 2.54 was just OK with me. Only once did an an en employer ask to see my grade transcript and my diploma (aka sheep skin). That was my first job. After that it was annual performance reviews and yep they always said there is room for improvement. That's just life
brianjapan
·1 year agoI had the same problem. A seller bought something from me. Then I get received a negative feedback and a policy violation from ebay for some ridiculous reason. I sent the package by trackable mail and it hasnt arrived after 2 weeks. The US mail is slow from Japan. Its IMPOSSIBLE to get a human being by contacting ebay.
mam98031
·1 year agoThing is, while you may find the reason "ridiculous", Ebay has rules and it appears you violated one of those rules.
It is also not true that you can't contact Ebay.
On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
yoonix1
·1 year agoWow, this feedback really dropped you down to 99.1%. Really not much to do about that. In 12 months it will not affect your feedback anymore. It looks like you do not have store on EBay. If you sign for store subscription you will have better protection from EBay in such cases. I mean, such feedback might not see a day light at all. It's harder to remove a feedback than not getting it at all.
itscalledapostingid
·1 year agoHow exactly does subscribing to a store give better protection in a case like this?
gurlcat
·1 year ago99.1% is an A+.
house*of*paws
·1 year agoHi @nameless_user_101
I believe that @gurlcat gave an excellent review of the buyer’s likely reasoning/ ‘emotioning’ for leaving the negative feedback.
Buyers who don’t buy DVDs regularly (including me) won’t know what Region B means … and likely won’t realize that they don’t know what it means when seeing it in a listing. [A US buyer purchasing a DVD from a US seller simply doesn’t anticipate that it will play only in Europe.]
Buyers aren’t likely to contact a seller with a ‘no return’ policy before leaving negative feedback. They believe you.
It is understandable that a buyer who feels kind of ‘tricked’ into buying something they can’t use will consider it important to warn other buyers that it could happen to them. [Negative feedback isn’t left only for punishment.]
** Have you tried contacting the buyer to see if they might be willing to revise the feedback … especially since you say you’ve refunded them? This might be easier than getting eBay to remove it.
IF the buyer agrees to revise it … THEN send them a Feedback Revision Request (FRR). [You have only 30 days from the time the feedback was left to send an FRR.]
Good luck! 😊
gurlcat
·1 year agoIn their main post, the OP said they offered a refund, didn't actually issue one. "I reached out to buyer to initiate a dialogue on 10/7 asking him politely to remove the feedback because my listing was accurate and received no reply. I then followed up offering a full refund on 10/8 and received no reply."
But I wouldn't just send the refund without the buyer agreeing to revise the feedback either, in fact I might instruct them on how to return the item ..... maybe not in this case, because it's not much money and that disc would be problematic every time it lists in the U.S. market.
I think there's a couple of possible reasons why the buyer didn't reply to the offer:
1. Sometimes it's easier for some people to cling to anger and pretend they didn't go overboard; in this case it would also mean pretending they didn't see the OP's generous offer to fully refund them.
2. If the OP mentioned the buyer's cursing or how the title said 'region B' ..... it would basically be like saying "You suck but I'll appease you with a refund if that's what it takes for you to not suck." In that case I wouldn't blame them for clinging to anger.
nameless_user_101
OP1 year agoSince this has become a psychological case study… sharing for full transparency…
 
…
 
dryophelia
·1 year ago@nameless_user_101
That messaging could come across as feedback extortion.
Sounds like you’ll only refund if and when the feedback is revised.
If you have already sent an official eBay request to revise, and it was declined, there is no option for a second chance.
gurlcat
·1 year agoHuh? Feedback extortion is something buyers attempt or succeed at doing to sellers, not the other way around.
itscalledapostingid
·1 year ago@dryophelia
The ebay employee who posted like eight messages before you literally said "continue to work with our customer support team for a feedback appeal."
gurlcat
·1 year agoIF ONLY everyone would be so transparent when posting here, THANK YOU! So, from reading those messages which are not really pointed at the buyer, I would say it was reason #1 that they didn't remove the feedback or even reply. They know they overreacted and they might even feel a little guilty after you explained that it hurts your business ... but not guilty enough to override their being a stick in the mud, who can't admit they overreacted.
Lord have mercy, I don't think anyone in this thread has said this yet but DO BLOCK THIS BUYER, if you haven't already. Also, next time you want unfair feedback removed, officially report them for the violation before requesting eBay to remove it. Reporting is an often misunderstood thing here. -Lots of people think it's worthless because they don't see buyer's accounts get shut down as a result or whatever. eBay should be more transparent about this, but the REAL reason to report them (BEFORE asking for eBay's help) is having that report on file is often the key requirement to getting that help. In other words, you do it for yourself, not to the buyer. Same order of procedure if you want seller protection from return scams (actual scams, like when they return a face mask instead of the iPhone you sold or whatever, not just returning the iPhone for a false reason).
Basically reporting buyer violations is like filing a police report of stolen or vandalized property, which you do for your insurance company, not because you think the police are going to track down the bad guys.
carne.kay
·1 year agoIn the past when a complaint was accurate I could generally just send the buyer a refund and not get any feedback either way. If a negative feedback was accurate I would apologize and accept it. Now, most buyers don't even contact sellers to try to resolve issues. They are not reading the descriptions. I had one who said I should have put all of the info in the title. She did not read the description. I explained that the title can only be a limited number of chracters so it is not detailed. The same buyer also complained because the item looked exactly as pictured and she was hoping it would look different. They would not remove that feedback. Another one always leaves neutral when she is happy with her purchase???? This is very discouraging.
bgt_masters_of_tiki_d
·1 year agoI just went through something very similar, I got no where. I was denied for the same reason even though right in my item condition description section of the listing I mentioned the exact cosmetic issue the buyer complained about but never read. I was told by the customer service team I typed it in the wrong section, pictures of it do not count (even though my description also states to look at pictures of it) and it wasn't removable. It literally says "item condition description".
Good luck. I have a strong feeling all of these negative feedbacks are no longer getting removed because its a good way to try and push free returns since then they would be removable. It makes sense, guide the cattle herd where you want them to go.
gurlcat
·1 year agoI'm pretty sure I know why the buyer lashed out like this. When I look at the listing and title, I would never guess that the disc won't play in the U.S. -Like this buyer, I never heard of these having "regions" and I can't imagine why certain copies only play in certain places, never mind HOW the disc knows where it is, LOL.
Anyway this person sat down to start season 5 of Man Men ..... oh my god, that show. If I thought I was going to finally resume watching it after however-man-days of waiting for delivery ....then it DOESN'T PLAY ...... then I get on eBay to do a return, and I see THIS
Then I realize it DID say 'Region B' in the title, but I had no idea that meant it wouldn't play, but it also means this item is as described, so I can't return it by claiming INAD .......
...... well I would claim INAD anyway and just say "it doesn't play" because I happen to know the return would automatically be approved. Also I would suspect that the seller would probably rather I return the item than leave a negative feedback (which I wouldn't of course, assuming the seller refunded me without hassle).
But you have to look at things from the average buyer's point of view. They don't know what we know. They hit what looks like a brick wall, and it makes them angry, so they lash out.
You should accept returns.
nameless_user_101
OP1 year agoThanks for highlighting this ðŸ‘ðŸ¼
fm2000
·1 year agoI wouldn't let it go without asking eBay to review it, citing the fact it was disclosed it was a region B disc. They may or may not remove it, but it doesn't hurt to have them review it (by policy, it does qualify for removal.)
If they don't remove it, then you have no choice but to let it go. Your frustration is justified, you did absolutely nothing wrong and what they did is completely uncalled for. The fact they didn't know what they were buying aside, a simple return would have solved their issue, there was no need for a malicious negative.
itscalledapostingid
·1 year agoTwice I pointed out that it's removable under the new feedback policy but other users convinced the OP to just let it go.
@nameless_user_101
I see the negative feedback is still there. Did you really decide to just let that feedback ride?
nameless_user_101
OP1 year agoYes thank you your response was very helpful. I basically used your earlier post verbatim in one of my requests to ebay to remove the feedback. Response didn't acknowledge the policy at all and just gave the same canned cookie cutter responses as previous requests. At this point trying any further to get it removed just isn't worth my time.
nameless_user_101
OP1 year agoI asked 5 times for it to be removed. Got a different but equally painful condescending response back each time from a different cs person declining to remove.
gloryglorygifts
·2 years agoAs others have said not much can be done about the fb, but the one thing you can do is add them to your blocked bidder list.
Sigh.
nameless_user_101
OP2 years agoIn honour of World Mental Health Day… thank you all… I feel better… gonna just let this go and carry on living my life. Namaste.
fbusoni
·2 years ago@nameless_user_101
Several months ago I went through all the DVDs I have listed and removed those which were not compatible with US devices.
I suggest you do the same to avoid future complications.
Meantime, you can reply to the negative feedback with a simple explanation. Be respectful, non-emotional... just state the facts about the DVD (overseas compatible) and note that you would be happy to provide a full refund if the buyer wants to return the item.
Your reply is for the benefit of future eBay buyers who opt to go through your feedback.
They will see that you handled this buyer in a professional manner and will conclude that the buyer is just another imbecile who shops on eBay.
PS: Whether this one negative has had any impact on your sales is highly questionable. I suspect that you have gone for several days without a sale prior to receiving this negative. It hurts to do your absolute best, only to have a moron come along and penalize you for something out of your control. It's a risk we all run by selling to the general public.
mam98031
·2 years agoThe Blu-ray Disc region codes are as follows:
mam98031
·2 years agoWhat policy do you think the feedback breaks?
This one negative is highly unlikely to cause you ANY sales. The title of the darn listing is right below what they buyer posted and it in direct conflict with what the buyer said. Other buyers will see that. Really don't worry about this.
itscalledapostingid
·2 years ago@mam98031
@nameless_user_101
Current feedback removal policy states this as a reason for removal:
"The buyer is raising an issue that was correctly disclosed in the listing"
Their entire complaint is that it's region B.
Region B is stated in the title
However it sounds like everyone convinced the OP to let it go.
Source: https://www.ebay.com/help/policies/feedback-policies/feedback-policies?id=4208
itscalledapostingid
·1 year ago@elizabeth@ebay
@kyle@ebay
@devon@ebay
Is the following section of the new feedback policy not enforced in real life?
"The buyer is raising an issue that was correctly disclosed in the listing"
The OP received a negative feedback where the entire complaint is that it's a region B disc.
Region B was stated in the title of the listing.
The feedback also contains a questionable slang term that ironically would be censored if I typed it here in the Community.
devon@ebay
Hey @itscalledapostingid! I would recommend for OP to continue to work with our customer support team for a feedback appeal.
nameless_user_101
OP1 year agoHi Devon… thank you for this advice… any further guidance you can provide on how to do that? I have very clearly highlighted these points to customer support already and it has made no difference to the outcome. Appreciate any further guidance or connections you can provide. Thank you! Regards, OP
fbusoni
·1 year ago@nameless_user_101
Please contact facebook/ebay to get help with this.
Contacting eBay CSRs = Albert Einstein's definition of insanity.
"... doing the same thing over and over again and expecting different results."
itscalledapostingid
·1 year ago@devon@ebay
What support channel do you recommend they use since they've already made like five attempts?
With all that and some people here trying to cast blame upon the seller... how much should this nice person have to suffer through to get ebay to enforce the new feedback policy?
chapeau-noir
·2 years agoI once got a warning here because I used a bogus string of capitals joking about these ZOMG!! acronyms, because it *might* mean something.
kraftique
·2 years agoYou can't do anything about what they wrote. you can write a response under their feedback. Just be professional. Your being to sensitive about the whole thing.... Believe me this is going to happen to you.. It happened to all of us.. Sometimes we mess up.. Sometime the buyer does.... Like others said-- let it go.. it goes off your record in 12 months,.
chapeau-noir
·2 years agoThe nannyware here removes B S, which also means bachelor of science and other things. It's not profanity, they're just a bit over-cautious.
My question to the buyer is why on earth would they PURCHASE a region 2 DVD if they live in region 1 (the US)? I think you'll be fine, though - sales go up and down at the best of times.
ETA: 'there is nothing I can really learn from this other than that there are buyers out there you just can’t work with'
You actually just learned a very basic and important fact of online selling - you're gonna get these type people from time to time.
itscalledapostingid
·2 years agoIf ebay is going to start allowing acronyms of curse word phrases in feedback that could be a slippery slope that will soon have people crying foul.
itscalledapostingid
·2 years ago@nameless_user_101
Source: https://www.ebay.com/help/policies/feedback-policies/feedback-policies?id=4208
Their entire complaint is that it's region B.
Region B is stated in the title.
Current feedback removal policy states this as a reason for removal:
kickin.assets
·2 years ago@nameless_user_101
You'll be just fine. Received a neg myself today ... it is what it is. Unhappy people will be unhappy people. You can not change that, nor can I.
Just keep doing the best you can, and forget the truly unhappy/angry people out there and you'll be good!
I buy from 90 something percent feedback people all the time and they are some of the kindest, best sellers out there!
Happy Sales,
Kiks
buyselljack2016
·2 years agolisting clearly shows what the "region" is.
Sorry you got a numpty buyer
robbie31415
·2 years agoIt's clearly defined as region B. You are correct.
No real clarification what region B is.
Are you sure you aren't reviewing a different listing?
robbie31415
·2 years agoI have no clue what region B is.
Also B S is pretty..... Grey area for profanity scale.
The forums may have stricter guidelines. And censor it.
But it seems like a legitimate feedback. I don't think it should be removed simply because they said B S.
cambriachick
·2 years agoWhy don't you clarify to us exactly what Region B refers to? I have purchased DVDs in the past from a seller who claimed they were in the US and received a terrible cheap copy.
mtgraves7984
·2 years agoAnyone have any advice here?
@nameless_user_101
Let it go. It's there for 12 months (it only feels like an eternity), and you can still raise your feedback score mathematically. Admittedly, I don't know what "REGION B" (in the listing description) means, either... maybe the buyer should have reached out earlier. Hang in there...
heckofagame
·2 years agoThe buyer is not required to contact the seller before leaving feedback.
The feedback does not contain profanity.
Offering a refund for better feedback might be a policy violation.
It is unlikely that this feedback will have any impact on your sales, even though you believe otherwise.
nameless_user_101
OP2 years agoThanks for the reply.
One rebuttal - the feedback does contain profanity. Here’s the proof. I quoted the specific term in my post above and it was automatically replaced with **bleep**
 
brightlightbookseller
·2 years agoYou do know everyone can see your feedback? Here's the exact text:
mam98031
·2 years agoI think they are referring to the buyer using "**bleep**" in their FB.
mam98031
·2 years agoYou are absolutely right, but when a member goes to leave a negative or neutral FB, a message pops up asking them if they had Contacted their Seller first. They can get around it easily, but the question is still asked.