Ebay feedback removal dept.
Are they at home eating Taco Bell Grandes and watching cartoons in their pajamas? Do they click on your request and then CLICK " DENIED" Do they not want to even read it ? They get paid anyways I guess. A buyer left feedback because they ordered by mistake from the same ad a month later after they previously ordered same product. I denied refund. Before EVERY order is mailed out, I send an e mail 5 min - 1 hr after purchase. They have until 12pm next day to confirm refund request or I will just ship out anyways. I request and confirm for them to read ad details and be certain they indeed want the product. I offer a refund before I ship out if they want. ( I ship next day ) The buyer in question had mentioned that " last time I ordered I didnt leave you negative feedback, can you please refund me " I said no. I state 3 locations I have a no refund policy. I blocked buyer so that they would NOT make a 3rd mistake ordering. They used that against me in feedback. The violation? They used a cuss word as defined by google , Websters Dictionary, etc. They are abusive and malicious. Curse word ok according to eBay. What next The f word, the n word, the c word ? No problem? I wish buyers and sellers disputed were based on FICO scores. Sub 700 are the sketchy ones. 850 are the people who have shown a pattern in life of responsibility. You dont get that score without being responsible. If I said to my boss " what the Hel$ is wrong with you " pretty sure I would be fired. But yet, a negative feedback can stay. I have found that people hate and want to hurt others because when they look at themselves and their life , they hate themselves.
inhawaii
·1 year agoIt must have been embarrassing for you when you found out there is no such thing as a "no refund policy".
tobaccocardyahoo
·2 years agoYou have every right to deny a return, and the buyer has every right to tell the world that you made them unhappy by denying the return
I have a No Returns policy, get few requests for refunds, but usually agree to a return at the customer's cost when asked.
mam98031
·2 years agoThe return policies options are as follows.
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request. Or if they want to, they can accept the return and have the buyer pay the return shipping. If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
ed8108
·2 years agoSellers beware
I have heard Ebay has become notorious for their "streamlined experience."
May we experience better times ahead of us
chapeau-noir
·2 years agoNow, about that Taco Bell Grande...
fbusoni
·2 years agoDenied a return / refund?
Instant doom for a seller.
And you should never, ever put a burden on the buyer like you have described above because doing so will never produce the desired result.
lilyswan2
·2 years agoi though any make up or skin product was non returnable for hygienic reasons. is that correct?
simply-the-best-for-you
·2 years ago@lilyswan2 That is incorrect. It's up to the seller. Same as with any store.
@fbusoni It's also incorrect that denying a return is "instant doom"; I do it all the time & have never once had a complaint or bad FB from it. Not everyone is so lucky though. Demographic matters.
@ittybitnot I do recall seeing an update to that which seemed to indicate that humans are in fact involved again. I couldn't find it to save my life though.
@zero*spot I don't see any "cuss" word in that FB, so I'm not surprised it was denied, unless you mean hell which I doubt they consider a "cuss" word, esp since it was not used at you. As others have mentioned, I would suggest you stop with the email a day later, I also would be very annoyed to receive that, as I already get way too many emails on a tx. It looks like you were within your right to decline the return, but they are within their right to leave you a NEG for it. Sorry, but it won't affect your account standing.
ETA-As expected, "hell" is not even bleeped out here. If that's your "cuss" word, I don't think it fits eBay's definition.
zero*spot
OP2 years agoIts offensive to me. And its low class in general as a way of speaking. ( in my opinion ). As far as receiving emails, its like tv, if they dont want to read it, dont just press delete, But at least I have had MANY MANY people thank me for the transparency they they might have missed by just ordering a product based on a photo and not reading details of the ad.
mam98031
·2 years agoYou said they used "cuss" words. Which they didn't. There are specific words that are considered "cuss" words and I'm sure you are aware of that. Ebay doesn't allow those types of words to be used on the site in any context.
Words that you find offensive is a completely different issue. What you may find offensive others may not, what I may find offensive, you may not. There is no way for Ebay to monitor such a thing as there are too many variables.
There is plenty of transparency on Ebay. Ebay sends automated emails that sellers can't stop. Buyers get a notification that they purchased the item with an invoice to pay if they haven't already. So the buyer is aware they purchased something. And there are other auto emails Ebay sends. Many buyers don't like getting too many emails, so always keep that in mind as one day it is likely to backfire on you.
I wish you well. You appear to be pretty set in your ways of handling things, which again is your right. I'm not sure what any of us can do to actually help you. I do however wish you the best.
simply-the-best-for-you
·2 years agoOk, but it being "offensive" & "low class" to you is not a valid reason for the NEG to be removed. It is NOT considered a "cuss" word by eBay. Would you be offended if they said "she's a hell of a seller" & it was a positive. I'm offended by lots of things, though not the word "hell" LOL, but eBay isn't going to remove FB b/c of that. I'm more offended by misspelling, I was offended when I got a NEG b/c the buyer claimed the wool sweater was "ichey" & left me a NEG. It's wool, of course it's "ichey", but there it stands all these years later LOL.
As for the email, you can obviously do whatever you want, but as a 27 year seller here, it's not a good idea. If you don't want to believe us that's your prerogative, but it IS putting several unnecessary burdens on the buyer. Sure they can delete it, but unnecessary comms are annoying to many people. Good luck, I sincerely hope they remove it, but not for the reason you stated.
zero*spot
OP1 year agoEbay agrees with me. That word violated policy as per ebay and ebay back door channel removed it.
mam98031
·1 year ago@zero*spot
The return policies options are as follows.
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request. Or if they want to, they can accept the return and have the buyer pay the return shipping. If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
zero*spot
OP2 years agoIm not sure . But what they order is what they get and they get it in 3 - 4 days, and its free shipping and I communicate with them 24 hrs a day if needed. What more does eBay want from me .
zero*spot
OP2 years agoBurden on the buyer ? A burden to not order for the second time - a product they ordered before a month previous and didnt like ? That burden ? There reason fo their return request via ebay " I ordered my mistake ".
In 5 years of selling I have had 7 neg feedback in 4,500 sales. In my humble opinion, I must be doing " something " right"
fbusoni
·2 years agoWith your correspondence to the buyer, you are putting yourself in the position -- whether intended or not -- of being annoying and schoolmarmish.
And yes, many adults might view that as burdensome. At a minimum, pestering, badgering, and / or irritating.
I don't know anyone who shops online expecting such an experience.
In five years of selling, I would expect that you have done sufficiently well financially to be able to write off the occasional loss from a buyer who is, in your words, "eating Taco Bell Grandes and watching cartoons in their pajamas."
And FWIW, in 25 years of selling and thousands of sales, I have not gotten a single negative feedback. Probably because I'm not annoying. 😆
zero*spot
OP1 year agoWRONG - No refund issued and neg feedback removed. More advice for me from you ? Please ....
albertabrightalberta
·2 years ago@zero*spot
Others have replied about your feedback complaint but I have a couple of other questions and suggestions for the future.
"A buyer left feedback because they ordered by mistake from the same ad a month later. I denied refund."
You did have the right to deny the refund if the buyer paid, you shipped and their return request was for remorse. But the buyer would still have been able to leave feedback.
"Before EVERY order is mailed out, I send an e mail 24 hrs before and ask them to read ad details and be certain they indeed want the product. I offer a refund before I ship out if they want."
Are you saying that the buyer didn't ask to cancel before you shipped?
In the future, do NOT send messages asking if they read the description and want the item. Why ask when they've already committed? And if they do change their mind, they'll request it without you asking them.
I have some recommendations that you might consider. There are various options:
1. Have a return policy in which buyer pays return shipping. (This is for remorse returns.)
2. Keep your "no return" policy if you want but if a buyer is honest enough to request a remorse return, accept it and be grateful for their honesty. You can have them pay return shipping.
3. Whether you have a return policy or not, if you charge separately for shipping, when you take a return, you don't have to refund the original shipping charge.
THE FOLLOWING ONE ISN'T RECOMMENDED BUT IT'S ANOTHER OPTION.
4. Keep your "no return" policy if you want and risk having remorse buyers lie and open a NAD claim and you MUST take the return, pay return shipping and still risk negative feedback.
kalondro
·2 years ago"In the future, do NOT send messages asking if they read the description and want the item. Why ask when they've already committed? "
Simply because some dudes buy things without reading and the seller here have all the right to check if buyer knows what was on sale.
And you know why this seller have that kind of procedure? Because not all buyers, after changing their mind regarding the purchase, state that they changed their mind, no, instead they open SNAD stating that item was not as described , in order to not pay the return shipping fee!
That is why this seller defends in this way.
And i do the same. For instance, i sell Nespresso original line capsules and a high percentage of US buyers, owning vertuo line capsules machine, purchase Nespresso original line capsules from me ( my listings are accurate regarding what they describe) and yet i have high percentage of buyers that dont pay attention and buy incorrect capsules.
Started a few months ago I NEVER ship without asking, after purchase, if they really know what they purchased, you know why?? Becuase those dudes, after understanding that they did wrong, not paying attention to what purchased , they ALWAYS open claims for SNAD instead of return for remorse, in order to avoid paying the return fee.
Ebay is not a game, i understand 100% what the author of this post is complaining about
zero*spot
OP2 years agoYes, Kalondro, this is why I do it. You get it. 😊 I would rather refund and lose 10 sales a month than have to deal with returns and loss of product, ship fees, etc, .
mam98031
·2 years agoWhen you cancel these orders, what reason do you use? If you are using that the Buyer Requested it, that would be the WRONG reason and Ebay is tightening up on sellers that abuse the cancellation system.
You asked the buyer if they want to cancel, which means the buyer did not approach you, you approached them. That is not the same as the buyer asking you to cancel. The way you are using it, the buyer is just agreeing with you, not requesting the cancellation.
zero*spot
OP2 years agoHi,
I did and do send out these emails before ship out. , usually 5 min- 1 hr after a sale. This eliminates the returns in general. I dont mind losing a sale; if it helps cut down on returns because they didnt read the ad in its entirety. This buyer cancelled and wanted refund after they received the item. This is not an item I can resell. If a buyer tampers with the product and I resell it, I am taking a risk that the next customer might not get a legit solution contained within the product's container. Feedback of any kind should not be able to be left once a buyer ADMITS to buying by mistake and then requests a refund and then the refund is denied. That is a common sense policy. Their feedback was " payback " for denying their return request. When I say Taco Bell munching employees, I spoke with a human who informed me they were forwarding this to escalation dept. I doubt escalation dept is a dept of robots which allows for eliminating the nuances of the transaction. Common sense has left this world. Its sad.
mam98031
·2 years agoI did and do send out these emails before ship out. , usually 5 min- 1 hr after a sale.
I agree with others. This is not a good plan. But of course it is your account and you have every right to do this.
This eliminates the returns in general. I dont mind losing a sale; if it helps cut down on returns because they didnt read the ad in its entirety.
That is entirely an ASSUMPTION on your part. There is no way for you to know if that is accurate. If you get some buyers taking you up on the offer, it could be that they were put off by the email in the first place.
This buyer cancelled and wanted refund after they received the item.
Buyers have no ability to "cancel" a transaction. They can request a cancellation but only a seller can actually process one. With that said, the cancellation process is NOT something you would use after you have shipped the item. The Cancellation process is for BEFORE shipping. After is a different procedure.
tinsoldierunderground
·2 years agoI'm sorry to say, but as a seller, you're on the short end of the stick here, in just about every aspect.
Ebay reps don't have the leeway they used to in removing feedback, it's all sorted out by AI (who aren't eating taco bell grandes in their pajamas, at least not yet.). As others have stated, your no refund policy would immediately be trumped if the buyer opens a case, and if you refuse to comply, ebay will refund for you, and the buyer keeps what you sent.
zero*spot
OP2 years agoNo refund policy is an option offered by eBay for a reason. If it was 100% useless, ebay would allow for that option to be either clicked or not clicked.
tinsoldierunderground
·2 years ago@zero*spot
No one here writes ebay policy.... I'm just telling you how things can unfold if the buyer opens a case with ebay. But you're under no obligation to listen, do whatever you want.
zero*spot
OP2 years agoI know, all love. Thanks. The more info , opinions, the better, right ?
mam98031
·2 years agoAwe, yes it it is. But you must fully understand what that really means. All sellers are required to have a return policy that meets or exceeds the MBG.
The return policies options are as follows.
With option number 1, No Returns the seller can completely deny taking a return for a Buyer's Remorse Return Request. Or if they want to, they can accept the return and have the buyer pay the return shipping. If the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer.
On options 2 & 3 the buyer is responsible for the return shipping on a Buyer's Remorse Return. Plus, if the seller so chooses, they can withhold the original shipping if it was separately stated on the listing [not free shipping] when it is time to refund the buyer. As of October 1st 2019, sellers that are TRS have some additional protections as well as they can issue partial refunds if they use options 4 or 5 as their return policy.
On options 4 & 5 above, they are also known as Free Returns. If a seller that has either of those policies, they will pay the return shipping even on a buyer's remorse return. A seller can withhold the original shipping value from the refund if the shipping was separately stated in the listing [not free shipping]. Also, Seller’s offering options 4 or 5 have the ability to do partial refunds in certain cases if the item arrives back damaged, missing something or in a condition less than what it was sent to the buyer in, see the policy for more details, the link is below. In the cases where a deduction in the refund is taken due to damage or other authorized reasons for a partial refund, Ebay will protect the seller from negative or neutral feedback.
ALL OPTIONS [1, 2, 3, 4 and 5] are required to process SNAD claims without exception. Even if they are improperly filed and should have been a Buyer’s Remorse claim.
All return policies by sellers must meet or exceed what is stated in the Money Back Guarantee Policy!
14 day return policies are allowed in certain categories: Jewelry & Watches, Collectibles & Art, Cameras & Photo and Medical, Mobility & Disability Equipment.
For those with Free Return and/or TRS members with 30 day return policies, there are some added protection benefits, one of which is the ability to do a discounted refund under certain conditions.
kensgiftshop
·1 year agoI bet a lot of sellers would like to find that no refund option.
They have a No Return option, but it isn't the same as No Refunds.
ittybitnot
·2 years agoThey are at home eating Taco Bell Grandes and watching cartoons in their pajamas.
@zero*spot
Actually, eBay automated the whole process and humans are no longer allowed to intervene:
We’ve recently standardized the process to have all feedback appeals submitted through the Seller Help Dashboard to better align with our global process and maintain consistency for all users. This would be why any support member you talk to though phones, chat, email, or social media would be unable to assist with the removal. We understand that changes can sometimes be challenging, but we believe this adjustment will ultimately create a more streamlined experience. Thank you for your understanding.
Unfortunately, the BOT is really dumb, apparently stuck in denial mode, and usually disregards the eBay printed policy regarding eligibility for removal. That is only a small part of the 'new and exciting enhanced feedback journey' now rolling out.
iamalwaysright
·2 years agoEbay allows you to have a no returns policy. But they don't allow you to have a no refunds policy. There is a difference. If you deny a buyer a return to due your policy, there is a high chance they will implement ebay's MBG refund policy where they will get their money from you and keep the item too.
Can you show us that "are you sure you want it" email? I would like to see it because receiving something like that would annoy me depending on the verbiage. Like, stop wasting an extra day waiting to see if I really want the item and send my item already. I hope you've also added this time into your handling time as well to avoid further issues.
How did the buyer "loosely imply" the feedback extortion? If it's too loose to report the buyer on, then it should be too loose to mention. Did the buyer ask to return the item for a refund, or just a refund? From what I understand, your buyer did not leave a negative because they bought by mistake as you claim. They left you a negative because you refused to help them with their (refund or return) issue.
Keep in mind that if their original purchase was in fact 30 days ago, they can also still leave you a negative for that one too. Better hope this buyer doesn't realize this, otherwise you'll be sitting on two negative feedbacks from this person.
zero*spot
OP2 years agoLike, stop wasting an extra day waiting to see if I really want the item and send my item already.?
Waiting a day to send the item ? You must ship same day. I ship next day. So waiting 24 hrs isnt too bad in my opinion. If I dont hear from them , as stated in the email, I ship out. When I say 24 hrs it can be 12 hrs, etc. I send email out usually 5 min - 1 hr after they purchase. I give them until 12 pm the next day .
zero*spot
OP1 year agoThis is why I am leery of forums and so called " helpful" answers. Everything you implied was so far off. Feedback removed. And look what Ebay did for neg feedback policy as of today????? If a buyer wants to cancel and order and I REFUSE, they can NO longer leave neg feedback. Took me a month and 7 denials from robots and out of country " AGENTS ".
. Am I a prophet or what ?
heckofagame
·2 years agoDon't get too comfortable with standing behind a no refund policy. There are ways for the buyers to force one.
zero*spot
OP2 years agoMy policy of no refund has worked fairly good , with regards to returns over the past 5 years. Most people are happy with the product. I also scope out buyers neg feedback left for others ( if they have a pattern ) and I find ways to back out of the sale with them without angering them.
inhawaii
·2 years agoThank you for the information.
I will take the appropriate action.