ebay denied Negative FB removal for Canceled order due to address issue
ebay replied that the negative FB the user left didn`t violate their policy despite there was issue with the buyer`s address, and ebay requires to ship only to the address provided with the order.
Why does ebay punishes sellers that much? This is my only negative, and I am not happy how ebay handled it.
42 comments
the_fancy_fox
·3 years agoI notice the negative feedback is gone.
beautifulbeauty2012
OP3 years agoContacted Facebook for business multiple times, they were the worst to deal with, as they keep saying that there was no violation in the feedback policy (no profanity, etc), and ignored that the "buyer" violated two policies and while being blocked was able to make a purchase under a new, third, account and left me a negative.
Today, I contacted ebay via Help/Chat, and a rep was very helpful and escalated the issue with understanding the whole picture (even having less details than what FB ebay reps had!). A few hours later, I received a positive outcome from ebay, and that evil negative was removed. That "buyer" was put into some ban (not disclosed).
I am glad that it was resolved. I am also thankful to all who was kind to me in this thread and in personal messages.
fashunu4eeuh
·3 years agoThe bottom line is this—Did you tell the buyer, before you cancelled, that you were going to cancel the order? It doesn’t seem so. It seems to me that you cancelled because the buyer asked about returning the item when you have a No Return policy.
You mention that three other IDs tried to buy the sweater. How do you know the other users were her, and not another legit user who wants to buy your item?
Your response to the negative does not further your cause. Accusing a buyer of being vindictive, when their feedback was as unemotional and generic as hers was, only makes you look bad. There was nothing vindictive about it.
If you canceled the transaction without contacting her first, then her feedback is factual. No one is going to remove it unless you can show thru eBay Messages that you did contact her with the reason for the cancellation. And that begs the question—if you had contacted her, then couldn’t the so-called “problem with her address†have been resolved?
beautifulbeauty2012
OP3 years agoI BLOCKED that buyer. TWICE. Do you think they didn`t know I do not want to deal with them despite they created a new, third account?
downunder-61
·3 years ago@elizabeth@ebay Can you please clarify for us?
1. Seller cancels with Problem with Address, can FB still be left by buyer?
2. If buyer requests new address in a message, is apparently NOT against policy?
It most certainly should be because a seller loses what little protection we have if we change from the address on the order.
inhawaii
·3 years ago... and if it is, what is the punishment for someone asking if I can ship it to a different address?
beautifulbeauty2012
OP3 years agoI can answer you:
1. Yes, they can (which shouldn`t be the case)
2. Against the policy
inhawaii
·3 years agoIf you cancelled a order for "problem with buyers address" and there was a legitimate address issue, then the buyer left you negative feedback, I would bet that ebay will remove that feedback. I would keep trying until you get someone who will.
downunder-61
·3 years agoI was under the impression that if you cancelled re address, that FB could not be left, but if the buyer reported the claim was false (not sure how eBay can prove that, but this is eBay) then seller just get's a defect?
Disclaimer: I have been known to be wrong LOL
beautifulbeauty2012
OP3 years agoI thought so, too. I also thought that blocked users can`t purchase-apparently, it takes some time for ebay to update blocked list and blocked users can still purchase while ebay updates the list.
inhawaii
·3 years agoI was under that same impression.
But I see/read that it happens all the time.
Maybe we can get someone from ebay to chime in?
Q: If a transaction is cancelled for _________ reason, can the buyer still leave negative feedback?
beautifulbeauty2012
OP3 years agoIronically, ebay`s rep preferred to punish a long time seller with 100% positive and keep a negative from a user with not a single feedback/no purchase.
How long does it take for Facebook reps to respond? It`s been five hours, and my message was seen, but no response-is it normal?
the_fancy_fox
·3 years agoHopefully they will get it fixed.
beautifulbeauty2012
OP3 years agoStill no help from FB crew.
Btw, this crook who left me the negative tried to use three accounts on ebay -same person, after being blocked twice, she created this third one.
the_fancy_fox
·3 years agoHead over to Facebook, ebay for business. Those are real ebay employees not the outsourced CS.
Keep to the facts, I think you stand a shot at getting removed.
beautifulbeauty2012
OP3 years agoThank you! I will try FB.
mtgraves7984
·3 years ago@beautifulbeauty2012
^^^ That would be my recommendation, too... that's why I asked about your shared messages and the story they tell. Refer your Rep to all you have... I think it could be removed if you have proof. Good luck!
richard1rst
·3 years agoWell, there are a few issues here.
Did you cancel it through eBay’s “cancel order†link and specify “problem with buyer’s address�
Exactly WHAT was the problem.
For example:
When you went to print the label was it kicked back as “invalid or incomplete address� In that case you should have contacted the buyer to get the correct address.
Did you cancel it because you found out it was a freight forwarder and that concerned you? That is NOT a legitimate reason to cancel and you should have shipped.
Or????
Without more detailed info the best advice I can give is to reply to the feedback in a professional factual manner. If, for instance, it was an apartment building and the buyer forgot to include the apartment number, then a legitimate reply would be “The buyer’s address was incomplete and we could not shipâ€.
That won't make it go away but it will at least soothe any future buyer who would wonder why you canceled and, in he absence of an explanation, back space and go buy somewhere else.
luckythewinner
·3 years agoeBay does not require that. They recommend it, but do not require that.
beautifulbeauty2012
OP3 years agowho told you that? you can even report a buyer for such violation (requesting a different address), so check ebay policy if you are a seller and want Seller protection.
inhawaii
·3 years agoReport a buyer for requesting a different address?
That's not a violation.
Buyers can request a different address all they want.
Sellers shouldn't send to the different address.
But buyers can request it all they want.
beautifulbeauty2012
OP3 years agoTry option Report Buyer, and you`ll see the option "buyer requested address other than provided by ebay"
inhawaii
·3 years agoNo such option exists.
I see 4 different options:
1) Asking for something not offered in the listing.
2) Buyer made a false claim.
3) Buyer misused returns.
4) Buyer messaged me or retracted their bid with no intentions of buying.
How can asking "Can you send this to my Uncle Joe in Florida?" or
"I gave you my old address. Can you ship it to my new address?" be a violation?
beautifulbeauty2012
OP3 years agoTry option 1, you will see what I am talking about. Or, I can attach screenshot if you can`t find it.
inhawaii
·3 years agoI believe you if you say it's there.
But you understand what I'm trying to say?
It may be an option to report a buyer but it certainly can't be a "violation",
not one that is punishable anyways.
soh.maryl
·3 years agoA buyer can ask about sending to Uncle Joe or ask the seller to change an address via a message. The problem arises if Uncle Joe's address is not the one seen on the invoice where the buyer paid or if there is no way to prove that the buyer 's request is actually coming from the real buyer.
The appropriate action in either case would be to notify buyer that you will have to cancel, then relist and the buyer will have to buy again and pay, making sure the shipping address is the one he wants the seller to use.
beautifulbeauty2012
OP3 years agoThe problem here is that this person contacted me prior the purchase asking if she could return if she doesn`t like it (I have no return policy-my choice and my rights). Then she purchases right away without me approving it. Then simultaniously (well, two minutes later after she paid on ebay) purchased the same item from me (pre-owned vintage cashmere sweater, same pictures, same description) on Poshmark ($10 more there-doesn`t make sense for a legit buyer to do so if she wants to keep an item). Then sends me a message on ebay saying that her address on file was not correct. I had to cancel both ebay and Poshmark transactions - ebay is because the issue with address (that is in her messages via ebay). I blocked her. Then she created a new account even alternating last name (only using first and middle name, but you can see full details-including the last name once put the order in Archive)....
luckythewinner
·3 years agoExactly. It's only required if you want seller protection.
downunder-61
·3 years agoThis is not at you Lucky, just wanted to use your quote:
Seriously, have to laugh at eBay's inability to even stand firm on ONE thing for sellers - IF, IF a seller wants seller protection, are they freaking kidding, what else have we got? 😂😂😂😂😂
zamo-zuan
·3 years agoThis is very misleading and telling people this could only serve to get them in trouble.
If you ship to any other address you lose your protections and money back guarantee.
mtgraves7984
·3 years agoWhat was the issue with the buyer's address, and is that the reason you cited when cancelling the order? The feedback says it was cancelled without explanation (so, allowable)... do you have messages that tell another story?
beautifulbeauty2012
OP3 years agoFacebook rep didn`t help either, looks like they are also outsourced (given the time they reply-not the US time).
albertabrightalberta
·3 years agoNope, you're incorrect. Not all ebay employees are in the US!
For the record, the recommendation in post 7 was to "reply to the feedback in a professional factual manner." IMO, your reply is not professional. (This isn't to say I don't understand why you're upset but it's important to cool off before replying emotionally.)
dentalsales4u
·3 years agoWhat was the problem with the buyers address?
Did you contact the buyer regarding the problem?
beautifulbeauty2012
OP3 years agoebay requires to ship ONLY to address provided with order, no alternation in case a different/alternated address is written in a message. If something wrong with address provided, seller has to cancel the transaction (buyer receives a reason when ebay sends the cancelation, so the buyer is obviously even lied when leaving the negative FB a month+ later after the cancellation.