Buyer left negative feedback falsely claiming I told him to wait
I got a negative feedback from a buyer that falsely claimed that he contacted me and that I told him to wait. I was never contacted by this buyer or told him to wait, this must have been eBay telling him to wait until the delivery date to open a dispute as I never got any messages from him.
I refunded his payment within 2 minutes or so of the dispute being opened and he then proceeded to leave negative feedback. Despite this, I still re-shipped his order a second time with full tracking (the first was partially tracked) so he's getting his order in double and for free.
The delay with this order was because the shipping company I use closed from early December 24th to December 29th causing a 5 day delay before I could ship. An eBay agent told me that with a written statement from the shipping company confirming this, they would review the feedback. Now that I got a written statement from the shipping company as an agent requested, the new agent I talked to doesn't even want to look at it and just says the feedback can't be removed.
Other than not using full tracking in order to keep my prices low, I did everything perfectly: I shipped once the company re-opened, refunded within minutes of the dispute and re-shipped with full tracking but that's apparently not enough for eBay. Is there any hope of getting this feedback removed as it's my only one so it really bothers me and will likely affect my sales as I went from 100% to 98.7%.
Should I start shipping all orders with tracking on eBay? Tracking significantly increases the shipping costs on the small low value items I sell, I'm able to offer much lower prices on eBay as tracking isn't required, should I raise all my eBay prices significantly and start shipping with tracking?
rugerskick
·8 months agoTrscking protects you as a seller. Tracking also provides you good info if your packages appear to run into problems during shipping, visible to both you and the buyer. It has personally helped me out in multiple cases. Its a legit shipping charge.
ccrrefills
OP8 months agoI reluctantly sent a feedback revision request thinking I was wasting it as he never answered any of my messages and to my surprise he revised the feedback a few hours after I sent it.
I think I may realize what happened:
-His incorrect claims that he contacted me and I told him to wait
-He never sent me any messages or responded to the ones I sent
Point towards him not finding or being aware of eBay messages. I recently tried to find my messages in the eBay app and they are buried at a near impossible place to find, so I assume he uses the app and never found either how to send me a message or how to access the messages I sent him.
Why are messages hidden so deep behind several pages on the app while they are always at the top right on the website? Messages should not require digging through several pages until you find the particular page where they appear.
slippinjimmy
·8 months agoMy advice is to let it go and move on.
As far as the tracking issue, don't waste money on that, given your product line and location just keep doing what you do.
reseller_plug8
·8 months agoThat’s really frustrating, especially when you did everything right. eBay can be hit or miss with feedback removal depending on the agent you get. I’d try calling instead of chatting and ask for a supervisor or the feedback review team — sometimes they’ll take a closer look if you have proof like the courier’s statement. And yeah, sadly, using tracking (even just for orders above a certain amount) might be worth it just to protect yourself from stuff like this. Don’t let one unfair review get to you — buyers usually see through those when your overall record is solid.
duffy4444
·8 months agoIf the Canadian shipping company you used was to be closed for 5 days or so, you should have anticipated this and not sold any items that could be subject to movement stoppage during that time. Or, you should have used another shipping company that wouldn't be shutting down.
Customers buy items and don't want to wait because of a seller's problem being made into the buyer's problem.
Cheers, Duffy
ccrrefills
OP8 months agoI have my handling time set to 5 business days specifically for exceptional circumstances like this, and was still able to ship this in 4 business days despite the several days the shipping company was closed, so I did ship it within my posted handling time.
roccotacodad54
·8 months agoCameroon.....Your're back........................