eBay unwilling to support its Sellers when unfair feedback occurs
Unfortunately, eBay is unwilling to support its Sellers when unfair feedback is posted. In my case, the Buyer posted negative feedback stating that their item was never shipped and that I was not responsive. Actually, tracking was uploaded in a timely manner that shows the item was in fact received. eBay won't remove the unfair feedback as it "reflects the experience of the buyer." I think it is pretty clear how my experience as a Seller went! Have other Sellers had this same problem with eBay? Thanks!
29 comments
arraus
·2 years agoIt is the Buyer's responsibility to provide a shipping address that is safe and they can successfully get a delivery from. If it's delivered there, it's no longer the Seller's problem.
If shipper does not deliver it to the address provided, then it's the Seller's responsibility (and loss) to file a claim and immediately refund Buyer's $, if it has been lost by shipper.
luckythewinner
·2 years agoThere are cases where an item is scanned as "delivered' but is not received by the buyer.
I have had this happen to me as a buyer - tracking showed 'delivered' to my PO box but it was never delivered there nor was the PO ever able to locate it.
I have also had this happen to me as a seller - tracking showed 'delivered' to the buyer but it was later returned to me as "undeliverable".
Was it "fair" that in both these instances the tracking showed "delivered" but the buyer never got his item?
Having delivery confirmation may protect you as the seller from INR claims, but it does not guarantee that the buyer had a positive buying experience.
reallynicestamps
·2 years agoMy response would have been
"Paid 31/1/24. Shipped 1/2/24 by USPS Priority # XXxxxxxxxXX . Delivered 6/1/24."
And yes, that does expose their shipping information to the world.
I really don't care.
nh_sales_lv
·2 years agoI once got a Neutral feedback from someone who never bought something from me, lol. That's ebay for you.
inhawaii
·2 years agoI love it when people make these blanket statements (like the title) just because they were denied a feedback removal.
chapeau-noir
·2 years agoI would also try to get rid of that feedback as it's really wrong, and you have proof of shipping on time and receipt of the item. Also removal will get rid of that less than professional response.
simply-the-best-for-you
·2 years agoDo what @momtoabeautifuldaughter said. I've never had one NOT removed, using that method. It's not a guarantee ofc, but it is your best bet & it's also the quickest & easiest method, plus you don't have to use SM.
tsme35
·2 years agoI had to go to ebay face book, they removed mine before I could get back to my homepage. I'd say because its automated but I talked to 2 reps, neither would help.
tobaccocardyahoo
·2 years agoEbay is immune from lawsuits for defamatory, slanderous or libelous feedback, if and only if it restricts its censorship of FB to the short list of factors shown in its documentation and policies.
The cost to Ebay if it was to lose this immunity could be measured in millions since there are so many buyers, and it is impossible to remove even the most serious mistreatment of sellers.
Doing nothing about most negative FB is the only economically sound path for Ebay to take.
In this respect, Ebay is no worse than other marketplaces or social media sites.
I share the belief that your response is more damaging than the FB.
Yes the neg feels really bad, but it is unlikely to be read by most buyers and unlikely to affect your sales.
momtoabeautifuldaughter
·2 years agoGive me a minute to send you a link that may help.
I reported a feedback that the buyer said took too long to receive and got it removed in 10 minutes.
https://www.ebay.com/sellerhelp
Click on the Request to Remove feedback link and find the one that includes your issue and it will ask you to include additional information.
Just put something like Buyer said item was never sent but I have tracking that proves otherwise and include the tracking number
mam98031
·2 years agoThat is an excellent link and a good place to start. It only takes a few minutes to have the FB reviewed. If they decline to remove the FB, you can then contact Ebay and give them more information / evidence as to why the FB should be removed.
seenbetterdaysdiecast
·2 years agoThe job of head of feedback is currently available. I wonder if the one who came up with this method of **bleep** all the sellers quit or got fired.
politicalparade
OP2 years agoThe Buyer's feedback stated that I "didn't ship" their item. They conveniently didn't state that it wasn't received. The USPS tracking proves that it was shipped (and delivered.) They did not open an "item not received" case.
mam98031
·2 years agoYou just need to contact Ebay again as I suggested in an earlier post. Post #3 on this thread.
ed8108
·2 years agoI agree, sufficient reason exists for feedback removal !
fashunu4eeuh
·2 years agoHi @politicalparade sorry for your trouble.
To reiterate, your package was delivered, and then likely disappeared, leaving the buyer to believe the item was never sent. Did you offer the buyer any aid in finding the package or discussion about the matter? Then what happened? Did they open an Item Not Received case?
A little more info to gain an understanding would help us to help you.
arraus
·2 years ago@politicalparade
eBay's is only removing feedback if it exactly fits in their Feedback Policies but not removing when it fits under their Seller Protections: Abusive Buyer Activity.
Their Feedback Policies don't list feedback removal for "A buyer demanded something not offered in the original listing", like when your buyer left negative feedback because they didn't like the shipping carrier's performance. The Seller Protections Abusive Buyer policy does.
Even in "Seller Protections: A buyer demanded something not offered in the original listing" removal conditions are too specific and vague, at the same time:
I have yet to see eBay actually do that. Not this year, anyway.
A Buyer can state in messages, or Feedback, they didn't like "something not offered in original listing" (like estimated shipping time or return policy) and think you should change it, then they leave Negative feedback for it. To me, that is "buyer's demands of something not originally offered", which is Buyer Abuse and policy states eBay will remove the feedback. They are stating their "buyer's demands".
But, so far this year, I have been told by eBay and eBay for Business on FB it doesn't fit under their Feedback Policy for removal and they won't do it. They only are looking for Extortion. They end the conversation when I quote Seller Protection policy for feedback removal.
I've submitted Buyer Abuse claims, which should also enforce the Negative feedback removal for Seller Protections, but nothing happens with those and we aren't shown the status or outcomes. I've never seen Negative feedback disappear as a result.
mam98031
·2 years ago@profitweb
I have not seen that to be true. Even recently I have been on a couple of different threads that had their Negative FB removed due to reasons not stated on the FB policy page. That policy page has never been all inclusive. I've tried for years to get Ebay to change that so it was easier for members to locate info needed on the subject.
arraus
·2 years ago@mam98031 I think something has changed recently... just in 2024.
It's been so blatant and CS and eBay for Business has denied any help AND I've Reported the Buyer and nothing was done.
They have consistently told me it does not violate anything on Feedback Policy, and they specifically cite they are looking for Extortion.
Here's the latest negative feedback I can't get removed (everything went perfectly for the buyer, they just didn't read the listing at all):
LISTING (unchanged from when buyer purchased it, clearly stated return policy AND these are what these parts are for): https://www.ebay.com/itm/256073751225
 
FYI, buyer didn't reach out "before product was received", but we would've only been able to cancel the order if they contacted us before it was shipped. They only responded when I reached to them, then they left Negative feedback (after saying they wouldn't leave positive feedback).
Buyer expected us to do something that was explicitly not "not in original listing". Accept a return for buyer's remorse. Here are the Messages that resulted in Negative feedback (that eBay has refused to remove and has told me the only thing I can do is "work it out with the buyer").
 
I won't send follow up messages like that again! I tried it, as an experiment, trying to improve customer service. Looks like it reminded them so they left Negative feedback because we wouldn't change the listing's return policy after the fact for them.
Buyer didn't understand it's not simply about shipping costs. It's time & labor to ship out, receive, inspect, reinventory, reship to the next buyer... I've had shippers lose product (we lose, not buyer). And, that is IF the product is returned in exactly the same condition it was sent, which it hardly ever is. Returned items are usually devalued greatly because they've opened the box and messed up the packaging, at best.
We also spend a considerable amount of time researching and documenting what our plumbing supplies are used for/compatible with and photograph.
Simply... Buyer purchased the item with a No Return policy (except for NAS). It stated it clearly in the listing.
Our seller performance was outstanding. eBay has not supported us even though we fulfilled this order to perfection and the feedback was left because a buyer wanted something not offered (a return).
@mam98031 Do you have any suggestions on how we can better approach eBay to remove this? Or, if not in this circumstance, when?
mam98031
·2 years ago@profitweb
My outlook on your situation remains the same as I said on the other thread that you brought this up on.
Your post 36 and my post 37.
https://community.ebay.com/t5/Selling/Isn-t-Negative-feedback-supposed-to-be-removed-when-buyer-s/m-p/34283218#M2353924
fashunu4eeuh
·2 years agoCan’t help but notice that the buyer did not open a bogus Not As Described case, in order to force a refund. Instead, they simply requested one, admitting their error, and appropriately offered to pay return shipping—but was adamantly declined, which is the seller’s prerogative in this case.
I noted the buyer did not appear to be making incessant or unruly demands for an exception to be made. No, on the contrary—it was a polite, understandable, and reasonable request. The seller articulated in detail their position on why they do not accept returns. Yet a concern remains that in not accommodating the customer’s return request over an honest mistake, the seller’s choice may be seen by prospective buyers as a customer service deficit.
I doubt it would have been costly to turn this situation around. Indeed there would have also been valuable benefits in doing so. A cooperative effort in rectifying the buyer’s mistake would have created a happy, satisfied, and grateful repeat buyer.
Instead, the buyer’s needs were seemingly abandoned on an altar of “No Returns-No Exceptions.†This created an unhappy, unsatisfied customer who will never return and likely insure no one in their circle will either. The result was an expensive outcome for both buyer and seller. Certainly the buyer will be more careful in purchases to come (if she ever returns to eBay, that is).
One could argue that the consequence of choices made in handling this matter, was negative feedback. One can sympathize with the seller in feeling this was unfair. However, choosing not to have returns does not 1) guarantee a customer has to like it, and 2) that a seller’s account should then be immune to negative feedback in that regard. The buyer, it can be noted, also apparently failed to vet the seller carefully, and should have moved along to one offering more buyer-friendly terms.
It is a complex issue. From a buyer’s point of view, this was an honest shopper who, because of an inflexibility on a return policy, had a bad buying experience. They are saddled with a $100+ item they cannot use. From the seller perspective, clearly they had a right to decline the service. But does that erase the buyer’s right to leave an honest review of their negative experience? Or should the buyer’s culpability forbid the leaving of a poor feedback rating?
From an outside perspective, i tend to lean toward the belief this was not an unfair feedback. That it is instead, a consequence of the decisions made by the seller. But in mail order sales, where the buyer cannot physically inspect the goods prior to purchase, a liberal return policy seems to make more sense than a No Return policy.
Still, a little bit of cooperation and negotiation was in order. Allowing a return, and refunding minus the seller’s initial postage costs, could have been a good compromise.
arraus
·2 years ago@fashunu4eeuh Thank you for your thoughtful explanation!
It was insightful, even if I still feel it's unfair. I truly appreciate and respect your points and opinion.
mugnmore
·2 years agoHi there,
My goodness have I had a similar experience just recently. The item was dropped off at the UPS for delivery, but no movement ever showed. Tracking information was provided to the buyer On Time, yet despite all efforts of communication throughout the process and an ultimate full refund to the buyer, negative feedback was left plus scoring was affected. Areas of star ratings that related nothing to the issue were hit with the lowest the buyer could select! I feel it being absolutely unfair for this to occur, and even hoping Ebay would revise/remove based on the solid understanding of the situation did not help me at all. I mean, what else could a seller do except hope the shipping carrier did Their job correctly, so sellers don't take the unfair hit. The best I was shown to do was either have the buyer revise the negative feedback (quite unlikely) or reply to their already posted feedback and explain the truth of the matter. It puts me at a loss for words.
buyselljack2016
·2 years ago@mugnmore
not so similar. (except that you got negged)
Although you tried your best, as the buyer did not get the item, they had a less than positive experience. Not totally fair, but we, as sellers are responsible for the actions of the carrier.
kensgiftshop
·2 years agoYou got a licensee to use all those name and logos on your POD items.
Selling all that counterfeit stuff, it's a wonder you don't have more negative feedback.
fashunu4eeuh
·2 years agoHi @mugnmore
Took a look at your feedback. Overall it looked good. I did have a couple of questions: One of your neutrals and follow-up reply are shown below.
What did you mean by a claim was filed for the buyer to get reimbursement? Did you refund them outright, or did you ask the buyer to wait for the carrier to reimburse them thru a “lost mail†shipping insurance claim? Or open a Not Received case thru eBay?
Second, from your OP, you explained dropping off your package to UPS. Did you wait to get an acceptance scan and receipt from the carrier?
Thanks in advance for the info. It helps us to help you. Best wishes.
reallynicestamps
·2 years ago@mugnmore negative feedback was left plus scoring was affected.
Neither Feedback nor DSRs are used by eBay to assess your account.
However, it may not be your fault that UPS lost the package, but it is your responsibility.
You are responsible for your employees and sub-contractors.
If the package has been delivered put the date of delivery (and possibly the tracking number) into your Response.
UPS is responsible to you. Have you pursued a claim with them for the value of the purchase?
mam98031
·2 years agoI see your point and I agree with you. However I think your response hurts you a bit more than the feedback does. Stick to the facts and only the facts. On your FB page is NOT the place to slam Ebay or vent. It simply is not a good look.
I would suggest that you try to get it removed again. Sometimes the CSR gets it wrong. And since you can prove what the buyer said is not true. Contact Ebay again and have the tracking available to discuss with them when you contact them. Also invite them to review messages between you and the buyer, which should show there wasn't any. It really should be removed.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/eBay/
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/home
mtgraves7984
·2 years agoAt face value, I expect that your buyer confused you with another seller. Can you not reach out for a revision?
Edit to add: I just read it and your reply. I hope that you can get the buyer to revise it, especially since you mentioned eBay.