Buyer made feedback revision conditional on changing our product spec — CS wouldn't review that specific point
Summary: handmadesword shared their experience of receiving negative feedback from a buyer on eBay who demanded a revised product specification not originally offered in the listing. Despite contacting Customer Service under Seller Protection provisions, they were informed that feedback deletion requires buyer consent. inhawaii suggested complying temporarily with the buyer's request, while lacemaker3 noted that the buyer was merely expressing an opinion on the product's quality, which doesn't warrant feedback removal.
We've sold on eBay for over 20 years. A buyer left a negative on a standard seppa/habaki set, then messaged: "I'll be happy to do-so if you revise the thickness of your seppa to a reasonable (1.5-2mm) thickness."
That spec was never offered in the listing. I asked CS to review this message specifically under the Seller Protection provision about buyers demanding things not offered in the listing. The agent confirmed she saw the messages, but only repeated that feedback is buyer opinion and can only be removed if the buyer agrees.
I'm not asking anyone to take sides on the item. I'd like to understand: does that Seller Protection provision ever apply in practice? Has anyone had a similar case reviewed successfully, and through which channel?
mam98031
·1 week agoThe problem is the buyer did not make any demands in the actual feedback they left that was as you said above. That is why Ebay isn't willing to remove it. The actual feedback doesn't qualify for the reasons you stated because they didn't say that in the feedback they left.
lacemaker3
·1 week agoThe buyer was not demanding something that wasn't in the listing. They didn't ask you to send them thicker pieces for free. They just left feedback stating their opinion about the pieces they received from you. That is allowed. It doesn't qualify for removal.
In responding to your feedback revision request, the buyer is basically asking you to improve the quality of what you are offering. You can respond to that in whatever way you feel is appropriate.
inhawaii
·1 week agoWhat I would do...
Agree to make whatever changes are requested.
After the feedback is revised, change it back.