Erroneous claims on eBay seller feedback
Very saddened by eBay’s policies regarding buyer feedback practices.
I have had two buyers purchase authentic merchandise and claim they are “fakeâ€.
In each situation I ensured both buyers that the items were authentic; I offered a full return refund plus all shipping costs, if they were not 100% satisfied or questioned the authenticity. One buyer, kept the item and still posted negative feedback, she later asked me if she could retract her negative feedback. The other buyer returned the item, and although it was returned in terrible condition, I still stand by my customer satisfaction promise, only to have them leave negative feedback regarding authenticity. It’s disheartening because my items are authentic and customer service satisfaction is my top priority. I would like to be able to share my experiences with other eBay sellers; however, eBay no longer facilitates such full disclosure to fellow eBay sellers.
I have sold over 40 items; however, since not every buyer provides feedback (only 12 have left feedback) those 2 negative responses brought my feedback percentage from 100% down to 81%. I don’t feel there is any point in continuing to sell on eBay with an 81% positive feedback rating. I personally would be very reluctant to purchase from a seller that had only an 81% positive feedback rating.
It is my understanding that eBay only provides free authenticity guarantees for items that meet a certain criteria. I have reached out to both buyers requesting feedback revision.
I am hoping they chose to do the right thing, otherwise my eBay seller days may be over.😞
legaleagle1234
OP3 years agoPlease disregard my last post, the feedback setting tab is now back on my account
legaleagle1234
OP3 years agoSo, this is very interesting:
eBay sent me a notice yesterday saying they could not remove the defamatory comments on my feedback.
I have copied and pasted their response below (I removed the eBay user’s name before pasting because I want to ensure I’m not in violation of ANY eBay policy)
We reviewed your request to remove the feedback from xxxxxxxxxxx for CHANEL Shoes 8.5 Patent Calfskin Nude Mule Slides (EU 40) Perf.Cond.. Unfortunately we won’t be able to remove this comment because it doesn’t violate any of our feedback policies. We understand how important positive feedback is, but giving everyone a chance to share their experiences helps keep our marketplace trusted and fair. This won’t affect your rating as a seller.
After receiving that message last night on 3/10/23, I clicked on report defect, and typed in my request that the defamatory feedback be removed. I did not hear anything back from eBay, but this morning all negative feedback is removed, my feedback rating is back to 100%; however, the feedback setting tab was removed from my account as of early this a.m. on 3/11/23.
legaleagle1234
OP3 years agoOh my gosh! I hadn’t even checked it yet today. I didn’t realize I was back up to 100%, until I just read your post. So happy and RELIEVED. Thank you again, fellow ebayers!
pburn
·3 years agoHey, @legaleagle1234!
Looks like that negative feedback has been removed and you're back to 100%! Whoever you contacted appears to have finally come through for you.
Remember to change your feedback ratings/comments back to public if you decide to start listing/selling again.
Good job and good luck!
inhawaii
·3 years agoAs a buyer, I would be more comfortable buying from a seller with 2 negative feedbacks (with the right reply) than from a seller with private feedback.
pburn
·3 years ago@inhawaii
You wouldn't be able to buy from an account that has private feedback. Selling accounts cannot use private feedback.
mrdsantiques
·3 years agoHey legaleagle1234
Ebay Does not and always has had awfully bad "Seller Customer Service" ALWAYS. They let Buyers get away with so much that's not Fair to Sellers. Seller are Ebay's Clients - Not the Buyers!! Do Not Let a Few nasty jerks discourage you from selling here. I use a very strict and hard DISCLAIMER at the Bottom of ALL my Sales/Auctions, shown at bottom here, so as "lessons learned" I no longer offer any buyers - Returns/Refunds/Exchanges. I have been a member since 2004 with over 400 sales.
In one recent incident:
I had a buyer for an item I was selling that left me Negative Feedback Because - They thought what I was selling was what they wanted to buy. Basically my item was a "small/miniature" version of what they believed they were buying the Large Version of and left me Negative Feedback at first. The guy didn't communicate to me first about HIS ISSUE (not mine) and left the Negative feedback. I Reported Him to Ebay and they made him change it! He then proceeded to leave Neutral Feedback as:
BUYER: " This not what I thought I was ordering. I thought I was ordering a dated ornament to replace one that broke. I guess I click on the wrong item and made a costly old man mistake." They guy obviously did not read the title or description = His problem not mine.
I stated in the Title of the item "Small" and in the Description itself as "Miniature" and the dude thought he was buying the LARGE version! The dude didn't or couldn't read apparently and tried to guilt me into a refund. That doesn't work with me. The differences are the Boxes each item comes in are Very Different and The Large Version has a Metal tag while the Small version does not. I do not allow Refunds/Returns/Exchanges! I am very descriptive when I list any item here on Ebay and ALWAYS use a Disclaimer for EVERY item I sell - Because Ebay doesn't have their Clients (Seller) back. They sure the hell take our money as much as they can in fees/charges! Even on Shipping Ebay takes 10% of the total shipping charge! So I have to up shipping costs to a buyer because Ebay takes from the shipping cost total.
On another Sale a Buyer that I sold a Brand New Boxed set of 10 Miniature Christmas Bubble Lights to complained that they weren't working, not bubbling. I decided to try to offer assistance to him and said I would exchange his item since he stated they didn't work. The whiner sent back the set, without the original box, spare bulbs and took the labels and tags off the wires! So I tested the set that he sent back and they worked, I sent him several pics of them working - He replied: "they could be any set of lights" I told him that IF he was using them in a cold room / area that they probably won't bubble because they would not be able to get hot enough to do so. Temperature effects the bubbling action and anyone who actually understands how bubble lights work would know this, and that's why they are Indoor Only - it was also on the instructions of the box the jerk threw away! He left Neutral FB, and I have blocked both these idiots from my sales here.
My Disclaimer:
***DISCLAIMER***
IMPORTANT MUST READ BEFORE BIDDING/PURCHASING:
Item being auctioned - "NEW As Is"! Sorry no returns/exchanges/refunds. All sales are final. **We Ship ONLY U.S.P.S. Priority Mail - Includes Delivery Confirmation and Insurance on your item purchase! Ebay** We do our best to be accurate and show items the best we can. Payment is expected within 3 days of auctions' end! Non paying Bidder/Buyer may receive an "auction blocked status" from all or any of our future auctions. Also note; USPS will be increasing their cost to Priority Mail in October 2021 - Expect to pay more for your shipping cost. If you have questions Please ask before auction ends or purchasing!! Effective Communication is Everyone's business and right!
maxine*j
·3 years agoYour "disclaimer" means nothing. It does not trump eBay's Money Back Guarantee for Buyers. If a buyer opens an INAD case, that buyer will be refunded, pretty much automatically. eBay wull intervene. And because you have a No Returns policy, eBay will tell the buyer to keep the item along with the refund.
Your "disclaimer" will also make experienced and reliable buyers hesitate to to business with you. They know that your "disclaimer" is unenforceable, so they wonder if you understand eBay policy and they wonder hows much hassle they'll be in for if there is a problem with a purchase from you.
This is meant as constructive criticism and something you should think about.
-
-
legaleagle1234
OP3 years agoPlanning to try that also. Thank you
legaleagle1234
OP3 years agoWell, eBay responded to my feedback removal request; I am sad to report that ebay CS does not feel a buyer falsely accusing a seller of an illegal act to be violation of eBay feedback policy. 😟
I wish eBay would have at least advised the seller to keep their feedback factual. For example:
uncertain of authenticity, was offered full refund upon return.
the_fancy_fox
·3 years agoDid you go to Facebook, ebay for business or use the regular CS? The CS are outsourced and not even ebay employees.
 
legaleagle1234
OP3 years agoI would like to thank fellow eBay sellers for your advice and support. It is greatly appreciated. I have put my account on the private setting until the issue is resolved - as I would be mortified for anyone to be under the false impression that I have ever participated in the illegal act of selling “fake†items. Best of luck to fellow ebayers. I will post an update on the outcome. 🤞
downunder-61
·3 years agoExactly..... and this is the exact reason you give to eBay Facebook. An individual can NOT claim something that can not be proven and that can most certainly harm a seller's reputation, really hope this gets sorted.
In the meantime - no need to remind you of your BBL - put these 2 straight on it.
frodobagginskennedy
·3 years agoplease do not give up! Contact ebay facebook. They can see all of your messages. Hopefully they will remove the feedback. As a seller you cannot have private feedback. Please keep going.some people are just ignorant (the TRUE meaning of the word)
rugerskick
·3 years agoWhat is rather incredible is ebay is severely lax on buyer fraud and actually enables and promotes buyer fraud through their policies, yet will not even look at evidence shown by sellers that an item is authentic.
12345jamesstamps
·3 years agoI can't read the feedback or your response...However, negative feedback cannot use the word "fake'" as I remember from my past experience. I called CS and got a negative feedback removed from buyer using the word "fake" in it. I was very polite and friendly on the phone when I talked to CS. If you can get the feedback removed... I wouldn't do private feedback. The more you sell the better your feedback rating will change upwards. Perhaps selling cheaper items getting more positive feedback will help. I wouldn't let someone stop me from selling. Some buyers are looking for a partial refund or such. This is a learning experience and nothing more. A lot of us have had a negative feedback...or a rather bad experience.
I got a return...instead of my stamps return it was a girlie post card..another was a dark bag of something gooey I refused to accept and got charged an additional $20. by the buyer's bank. I am still here. And so should you.
downunder-61
·3 years ago@legaleagle1234
You have your FB set to private now, please don't let these buyer's stop you from selling here.
Contact the reps on eBay Facebook, link below - I am sure if FAKE is in the feedback it should be removed as buyer's have no credibility to call any item non genuine, or to just claim what they want in FB.
https://www.facebook.com/eBayForBusiness http://www.twitter.com/askebay
Send a private message. Include your user ID, email, phone, and a brief message.
chapeau-noir
·3 years agoI think you've done well with this situation, you're in a very tough market (selling designer items) - it could be that more of your buyers will leave feedback down the line, mine tends to come in spurts.
Also, someone seeing that 81% in such a low feedback seller will check their FB, particularly if they're purchasing high-end items, and see your responses and that you stand behind everything you sell (also your other good seller FB).
Still, I can understand how discouraging this must be.
soh.maryl
·3 years agoAnd the OP now has set his feedback to "Private".
pburn
·3 years ago@legaleagle1234
I think your response to that negative feedback comment was just great. It was calm, professional and factual.
Your reply reflects 100 times better or you, as a seller, than leaving any kind of negative feedback for that buyer. Keep in mind your audience for the feedback you leave for buyers is FUTURE, PROSPECTIVE buyers who are trying to decide whether to make a purchase from you. They want to see that you handle your business professionally and are respectful to you customers. I would think long and hard about buying from a seller who disrespects his/her customers, no matter what the circumstances.
I think this has worked out just fine for you, frankly. I would not hesitate to make a purchase from you, even with that negative feedback comment.
hartungcards
·3 years agoDo you have proof the items are authentic, or is that just your best guess?
legaleagle1234
OP3 years agoUnfortunately, I did not keep receipts. Both items were purchased over a year ago. I have attempted to contact Neiman Marcus to see if I can somehow acquire a copy of my receipt.
cindylouwho0659
·3 years agoI had something similar happen. I have a louis Vuitton wallet/clutch that was my grandmothers. It was in the original box with the paperwork, but eBay took the listing down because I didnt have proof of purchase. They said that I could send it in to be "verified" by an expert, of course for a fee. I just decided to keep it. There was even a serial/identification number on it, and I found one identical on Poshmark, but eBay didnt want to hear it. I know there are some people who sell knock offs, but dang, if we have the original box, paperwork and serial number, what else do they need?
mrdsantiques
·3 years agoThat stinks! Ebay has recently started that Items Need to be Verified system. "send it in to be "verified" by an expert, of course for a fee" - That's just another junky way to stick it to the seller ( We Their Clients!) so ebay makes even more money without doing more!! Hve you ever tried to get their phone number - gotta jump thru hoops to find it! I sell on other venues now, Esty.com, FB Market Place, anywhere where the "restrictions" and "Fees" are less. The have halted the sale of ALL New and Vintage Bubble lights because the fluid inside the tubes is a hazardous fluid that could/may be a carcinogen, cancer causing agent that a "child" may somehow come into contact with. What a crock! So, I sell now on Etsy - they do not restrict them, yet. Ebay's trying to change all their formats also to match that of Etsy. I sense the competition (Etsy) has made Ebay envious! lol.
toysaver
·3 years agoNot saying that happened here but Neiman Marcus is not exempt from selling counterfeit goods. It's a common scam. Buyer makes a high-end purchase and returns an item that has been switched out. The store clerks are not trained in such deceptions. They just put the fake it back into the inventory.
Your feedback will revert to 100% within a year if you can wait it out.