Buyer Violated Policy, eBay keeps using AI to respond late at night
eBay keeps using AI to send scripted responses late at night with American names on them. There's no way anyone with intelligence is responding.
Buyer found out our return policy was Buyer Pays returns before we shipped the item after a friendly verification message was sent via eBay messages. A standard message we send to help buyers ensure they bought right parts for their model if they missed details in listing. Happens a lot, 100s of transactions cancelled thus far after implementing. We had to do this because of High INAD Metrics on returns and eBay's own support reps said it was a good idea. Since implementing our metrics haven't gone high ever again and majority of customers find it helpful.
One customer, a newer eBay user or an older one with new account, said this back after that message over the fact he found out about return policy from the initial opening sentence as it says, "We would like to attempt to verify your order before dispatching to ensure you ordered the correct item for your vehicle. This will prevent an unnecessary return saving you time and money if you ordered incorrectly."
His response, "I have never received a rude message like this before. If I would of bought the wrong item you would have me pay to return it to you….. I would never order from you again….."
After responding to that letting him know our listing says "Returns: 30 days returns. Buyer pays for return shipping. " he writes this, "Some businesses are ment to fail. Bad customer service and rude comments would be my first guess. But I’ll make sure I’ll give you worst review and I truly hope someone sued you and your company. I pray failure on you."
First of all, I laughed and called him crazy on my end at my desk lol because this was all over our return policy. What a nut job. The odd part though, I never was once rude to this guy. Even after all that. I just ignored them after the last message. "Pray failure on you"! Nice!
He ends up leaving a review, "Very rude seller". Asked eBay to remove and quoted eBay messages, reported buyer and everything. eBay keeps suggesting to help buyer. Help with what? Buyer has item, buyer has no issues with item or anything. He attacked simply over return policy before shipment.
Violates policy
Rules for buyers - overview
Rules about feedback
- You can't abuse the feedback system
This means you can't threaten to leave a seller negative feedback if that seller won't do something that wasn't promised in the original listing. This is called feedback extortion and is against our policy.
Buyer-related transaction issues
We remove neutral/negative feedback when we can see that:
- The buyer is raising an issue that was correctly disclosed in the listing <<<<< DING DING DING
- The buyer requested a change to an order after they’d paid (and their feedback relates to this) <<< DING DING DING
In the past year eBay has stopped helping us remove this violation reviews. It's becoming ridiculous. They're becoming Amazon support. Violations are violations. 4 of 5 negative feedback past year are buyers violating us over return policy which is against policy, but eBay's AI system keeps responding, telling us to work it out with buyers and send revision requests. NO!!! There's nothing to work out. NO RETURNS on custom made items mean NO RETURNS when item is as described. BUYER PAYS RETURNS on items where they make a mistake means BUYER PAYS RETURNS. eBay has made this clear, buyers can't demand a change to that or leave bad reviews based on it. Yet 4 of 5 of our negatives are exactly that. And no, I'm not responding professionally with something bend over and take it response like, "We've reached out to buyer to resolve this issue. We look forward to helping customer" because I'm not a liar.
stainlessenginecovers
·1 year agoI don't see anything in that feedback that is against any ebay policy. It was their opinion and opinions stay
Stating "we want check that you ordered the correct item" is somewhat rude so you should work on rewording that. 16" hubcaps for a 12 year Nissan whatever isn't something that would be very difficult for a buyer to determine if they are buying the right item. That 'verbiage' can make people feel stupid, or that you think they are stupid.
But even more important, a 2 word neg feedback was blown up MUCH larger with your 4 lines, bringing MORE attention to it. Best to keep your response to less than 10 words.
toinfinityoutlet
·1 year agoWhat is your opinion if seller leaves feedback that may have been perceived as their onion, which is than discredited through a false return claim they opened which violated eBays buyer abuse policy's, violates eBay money back guarantee polices, and eBays false claim polices?
I am dealing with a situation where a buyer left negative feedback due to eBay making him pay return shipping after not ever asking me to return the item and filing a claim without ever asking me to return the item. The item in question was a pair of brand new nikes that he messaged me before filing the claim stating he loved them and the quality was great but he didnt know if he liked the way they fit. After they made him pay return shipping he left negative feedback stating they were defective despite filing a claim to return as reason "They do not fit" than he trolled me and sent pictures wearing the shoes with no socks on. Than i receive the shoes back and they had been completely destroyed, the tops and mids of the shoes were crushed and the sole was covered in dirt and the box was damage by him, he physically tore the label of the box.
Than eBay decided the case in my favor with the rep over the phone reviewing the pictures stating it is clear that he wore them as he sent pictures to you wearing him and you uploaded photo evidence of the poor state they were returned in. Only the get a email a day later having the wrong reason the case was being decided in my favor being changed to "damage in transit" Than when I call ebay back and they say "sorry for the mistake we are filing a complaint because we do not tolerate this kind of false reporting by our employees they follow up by saying under seller protection the negative feedback will be removed within 72 business hours.
Than i get a email from the feedback team stating that they will not be removing the feedback because I dont qualify for seller protection and feedback removal if i do not give free return shipping to the buyer. I know for a fact that eBay seller protection policy states that the protect all seller and do not tolerate the type of behavior and misuse that was conducted. The customer support is so bad that they then send responses to try to make themselves believe that they are providing good customer service and reverting to blanket statements, like this was the customers opinion. That blanket statement was null and void the moment i was able to provide photographic evidence and the moment the customer sent pictures trolling wearing the shoes with no socks. If a shoe doesn't fit you, and they are defective, how are you able to wear them to the point of this level of destruction. And how was the tag on the box physically ripped by your human fingers.
I honestly think this guy already owned the same pair of shoes and threw his old ones in the return box as a last f you to me and this is the type of behavior that is tolerated, condoned, and encouraged by eBay with proof being their responses and failure to comply with their own policies.
Im not usually a guy that takes things personal but i take this as a large sign of disrespect and find it disgusting that this is the culture being promoted at eBay.
I don't mean to rant, but I have no idea how to actually get in contact with someone at a high enough level at eBay to actually get things resolved and to show what kind of culture is being promoted. Any help or points in the right direction would be much appreciated and any thoughts you might share are also appreciated.
I dedicate myself to providing exceptional support and making my customers happy with have a good amount of them communicate with me on a frequent basis and becoming repeat customers. Its sad that we have people that know the loopholes and take advantage of them and its sad that unless we are top dogs on the eBay seller platform quality support is virtually nonexistent.
I thought it meant something when i was converted to a top rated seller on the 90th day of my account being open and I thought it meant something having my seller limits double every month since the day opened my eBay account. Apparently, I am still too small and unimportant to get treated with respect and not get laughed in my face. I have read the eBay policies I speak of yet the support i receive seems like they have never read the policies themselves.
bonanza125
·1 year agoI can understand your concern sending a part to someone and it not working or fitting right so you send them a polite message just to make sure. I have gotten that from sellers as well as a buyer. Unfortunately you will have some buyers who would feel offended and have an attitude. This world isn't perfect and neither are people who use Ebay. The only advice I can give you is just block the buyer and also change your return policy to 30 days seller pays returns. Ebay will remove neutral or negative feedback if you as the seller pay for the shipping back. The buyer would have no reason not to ship back if they are not happy.
flexmotoring
OP1 year agoExcept I don't think they would because the comment just says "Very rude seller" instead of something like "Seller makes buyers pay return shipping, rude!"
Plus, the items we sell aren't cheap to process shipment. A lot of these things are between $14-55
bonanza125
·1 year agoWell the buyer is out money for return and if you pay the cost of the return EBay will look at it as the seller has a strong return policy which doesn’t cost the buyer anything.