Buyer left false negative feedback.
Buyer claimed a listing failed to mention that some of the plastic slides were missing from a coin album.
if you look at the listing you can see in the item condition it clearly states that most of the plastic slides/sleeves are missing and also advises potential buyers to see the photos to see for themselves. The photos clearly show that most of the slides are indeed missing from the album.
i sent them a feedback revision request, but they now claim that they cant find it and want to know if i cant send them another one.
they even admit in our ebay messages to one another that the buyer made a mistake not the seller.
I sent ebay a feedback appeal, which was denied??
What can i do about this... anyone that actually looks at the pictures and item condition can see that the listing was completely accurate.
adamcartwright
·8 months ago@everdred85
I have had more than one FB removed for this reason -- buyer's complaint proven false by the listing.
The last buyer who pulled that turned out to be a seller whose own listings were abysmal and who was also a convicted felon for a crime against a child.
gurlcat
·8 months ago@fern*wood From my first year I thought it was actually pretty silly to make sellers write a Condition statement .... when there was already a space to, um, describe that, along with anything else about the item. And sure sometimes the condition is just a few words, but sometimes it's more extensive. And anyway I don't want viewers only seeing what's deteriorated in the item; I want them reading the good stuff too, not to mention things that aren't condition-related but still could be a deal-breaker, so I don't wind up with a return.
Then around 2019 I learned that buyers viewing on the app couldn't even see the Description without a whole separate click, and it wasn't super easy to find. NO WONDER I often got questions about things stated there!
So that's when I changed my Condition on all items to say this (below). -Instant reduction in returns, and I never get those questions anymore. Now with all the fiddling eBay has done with where/how Condition is shown on listings, I'm even more glad my buyers are simply directed to find the Description.
fern*wood
·8 months agoThat's actually pretty clever and better yet it seems to work, so good on you. I just like getting any problems out there for my buyers to see right away. I don't want them to have to search to find important information, but it seems ebay is fighting me on that in many ways, especially on the app.
gurlcat
·8 months agoIt certainly seems they consider our listings to have unlimited space for links to other sellers' listings, isn't that interesting?
christworks
·8 months ago@everdred85 I agree with everything the others have said, but I would advise you to put the condition in both places. Make sure it is in the condition block so you aren't only relying on eBay's generic condition under item specifics, and put it in the description.
The reason why you want it in both is that most buyers shop on the app, and eBay does not prioritize the description in the app. It requires an extra click to get to it. If you only put the condition in the description, you may eventually run into an issue where the buyer only sees eBay's generic condition. When I do listings, I copy/paste the title and the condition into the description. It takes just a few seconds to do. Everything else in my description is my general yada yada yada template.
everdred85
OP8 months agoThat makes a lot of sense ty
njtoyreseller
·8 months agoFew things I noticed and would recommend.
In your listings, dont put the item condition in the seller notes section, put that directly in your description. Its probably why the buyer is complaining since the seller notes can easily be overlooked.
Secondly, a lot of buyers will see "No Returns" and think they are stuck with the item and if their is an issue just automatically go to leaving negative feedback. Something to keep in mind if you arent going to accept returns.
As for the feedback, your listing does state and show the exact issue they are referencing. Not sure why the buyer didnt first try to open a return. I would recommend always trying to submit an appeal with ebay first before contacting the buyer about the feedback. A lot of times they will remove negatives if the buyer never contacted you about an issue prior to leaving the feedback. If that doesnt work, then contact the buyer and see if you can resolve their issue and if they would be willing to revise their feedback.
For the buyer, if you sent them a revision request it should be in their ebay messages as well as have sent an email to their email account. It may also be on their feedback page around where the feedback that was left.
You can also try using the help chat window and continue putting in "Speak to an agent" until you get the option for a call back. And when you get the call back, explain the feedback situation stating they are stating issues that are mentioned in your listing and that you would request the feedback to be removed.
Hopefully some of this helps!
everdred85
OP8 months agoI will definitely be using the giant description section from this day forward. What a headache lol. Thank you for your advice and time.
fern*wood
·8 months agoI couldn't figure out what you meant by "seller notes" so I looked around. I see it now and don't know if that verbiage is new or I just never noticed it before, but that information is entered under "condition description" when I list. It shows on the main body of a listing prominently under condition just below the title and price, so I think it is very important to enter. I agree to also add the same information in the body of the description, but why ebay decided to show it in item specs as "seller notes" is odd to me.
wastingtime101
·8 months agoBeen that way for two years, I think @fern*wood . These was some grumbling when it first changed because you click 'see more', are taken to item specs where you again have to click 'see more'. 🙄
fern*wood
·8 months agoShows how observant I am, but I do like seeing condition details at the top. Seller notes is a crazy thing to call the condition details/description. 🙄
gurlcat
·8 months ago@fern*wood @wastingtime101
Well this is weird. I know I have seen it called 'Seller Notes' somewhere in recent time, but that's not quite the case when I look at one of your listings right now. -And of course it's different on the web vs app.
Here's the web view, with your handwritten item condition at the top:
And clicking the 'i' provides eBay's standard definition of what 'Used' means:
I really like that. Compact, at the top where it's been for many years, and clicking the 'i' just gives a little popup with the original page still visible underneath, much better than going to a whole 'nother page which is disorienting and time-consuming if the internet is being sluggish at all.
But then of course the app view is a whole other sucky freakshow.
Your handwritten Condition isn't anywhere at the top, only the word Used, with the clickable 'i' (which gives the same boilerplate definition).
Your handwritten one (AKA "Condition description') is visible if you scroll down .... but only a truncated ("...") quote.
It takes a click to read your full quote, like Wasting said. But I still don't see it called 'Seller Notes' anywhere, even though I swear I have seen that. Instead it says "Condition details from seller." Maybe another change that didn't roll out to all sellers? Pfff who knows.
fern*wood
·8 months agoWho knows, I hadn't noticed the seller notes till I searched around this morning. On my listing you show above, on my desktop it refers to "sellers notes" and shows my condition comment in my item specifics. No wonder buyers miss seeing things.
everdred85
OP8 months agoThe seller notes are at the bottom of the listing. If the item condition description is long enough, there will be a read more link. That link scrolls you all the way down to the seller notes which says the same thing as the one way up top lol
gurlcat
·8 months agoAhhhh, yes I see that now on my own listing. Thank you!
everdred85
OP8 months ago The part in quotes is the item condition that the seller wrote.
wastingtime101
·8 months ago@gurlcat @fern*wood Classic web. (Edit: also I said two years, but it may be more like a bit over a year? Either way, it's been a while.)
When condition description is short enough to fit.
When condition description is longer, click read more and it takes you to item specifics where you have to click read more again. Bad design, in my opinion. I don't care if it takes buyers to item specifics, but when it does that the condition description should be fully expanded without having to click read more a second time.
gurlcat
·8 months ago@wastingtime101 How do you get that 'jagged' page break thing between your screenshots? That is awesome, makes it easy to tell when each new one starts.
gurlcat
·8 months agoIt was an eBay bot that "denied" your appeal -that's basically all it ever does, never seen anyone say it granted a removal.
Write to eBay via their page on Facebook, Twitter or Instagram, be sure to include the item number, your username, and briefly describe what happened, including the buyer admitting their mistake in messages. -The employee who fields your ticket will be able to look that up. I'd say you have about a 99.9% chance of getting the neg removed this way.
everdred85
OP8 months agoThank you for this, I have reached out to askeBay on X
mamacassidy
·8 months agoI agree that at this point you will have the best chance of getting it removed by speaking with one of the social media reps.
As mentioned above, the automated system is a bot and they don't always recognize the nuances.
I have found it helpful when dealing with feedback removal to quote the literal policy that they have broken, so you might want to mention or even copy/paste this section:
Buyer-related transaction issues
We remove neutral/negative feedback when we can see that:
wastingtime101
·8 months ago^^ This is my experience, as well.
Never say crap like "this is unfair/untrue" - just be factual, succinct, and state which policy was violated. I'll reiterate: keep it short. AI bots doing these reviews don't care about the whole story.
gurlcat
·8 months agoI forgot to mention, you may or may not get a reply before Monday. I can't remember which s.m. platforms do or don't have eBay employees taking tickets over the weekend. But hang tight, someone definitely will answer.
everdred85
OP8 months agoIt worked, and fast! The x page said service was only 6am - 6pm but they solved this for me by 1am pt
gurlcat
·8 months agoFANTASTIC!
I've gotta say, I can't recall the last time a new Community member was so receptive to advice; usually the person is just angry and only wants affirmation that they're right to be angry, LOL.
Now if you'll take one more tip: Always come here the moment any kind of problem appears, whether it's buyer-related, account-related or whatever. Don't wait until you've already tried to solve it yourself because it could be an irreversible wrong choice. There are no stupid questions here!
Also don't go straight to the social media reps -yes they do perform miracles but that's why we love them and don't want to burden them with things that can be solved by the seller themselves. Very often you will find the solution here. But when the social media reps are the only remaining option, we will say so.