Facebook reps are disappointing - to say the least
I had/still have a situation where ebay rep`s should be able to help. But they didn`t take a close look or cared to do so.
I was dealing with one user who used three different ebay accounts. The original account of that user was blocked on Feb 3, yet FB rep denied to help me saying that the account was blocked on Feb 9 - that was the second account! He just brushed me off and a link with a survey was sent to me.
I am so disappointed in the level of "support" we get from ebay nowadays.
41 comments
simply-the-best-for-you
·3 years agoJust go to the Seller Help link for removing FB here:
https://www.ebay.com/sellerhelp
and put in your notes that the buyer circumvented your BBL 3x. They either will or won't remove it. I don't think the FB Reps understood it was a circumvented BBL issue.
sltom6
·3 years agoYes, eventually. But it was like pulling teeth.
pburn
·3 years agoCan't imagine why the customer service rep(s) didn't understand the circumstances of this situation. 🤔
sltom6
·3 years agoDo you understand that it would have been easier on everyone to get the whole story to begin with rather than having to pull it out of you?
beautifulbeauty2012
OP3 years agoWhat exactly don`t you understand? The whole story is right here-just read.
harafkac0
·3 years agoFirst off...
The lack of clarity from the outgo have me siding with FB's reps. Also, speaking as a buyer I can not describe the intense frustration one feels when a seller cancels for reason "buyer asked / problem with address" when I neither asked nor is there any problem with my address... The reason being many a seller has abused this privileged reason in the past as the seller completely avoids repercussion (no defect, and any feedback is auto-removed). That is why I tend to side with the buyer whenever I see a sale cancelled for that reason because at one point this reason for cancellation was SOP on ebay. It was used all the time and simply because sellers were avoiding repercussion they would simply cancel the sale even if they were out of stock and claim "problem with address."
I learned in time that I could report these sellers, this feature however isn't placed in front of the buyer and it has to be found and in fact took me years to find. Novice or part time buyers would be very unlikely to know this option even exists and that doesn't stop negative feelings related to the transaction. Having the ability to report the seller helps, however it still leaves that lingering doubt whether ebay will actually do something about the report or if it's just a placebo for upset buyers.
When we as sellers make a buyer feel bad, especially when the buyer had nothing to do with it, that costs us all. A close second is when a seller has the ability to play judge/jury/executioner, even when the seller is in the right, that is not a good way to handle things.
The explanation splendidthreads gave does allow me to see the OP's side of things but if that wasn't the case... And again it probably could've been handled a better way, as things stand I'm on the fence and could lean to either side.
beautifulbeauty2012
OP3 years agoWell, we have a few people here who got pretty much everything correctly with no confusion from what I was saying. Maybe they are just brighter folks who can comprehend what some not so adequate person was trying to do using three different accounts on ebay and one on Posh?
splendidthreads
·3 years agobeautifulbeauty2012 / worldwidetreausures
I think I can follow what happened. I looked at your sold history and see the sweater was sold twice on the same day. Can't see buyer info or time line though. Is this the right sequence?
Some time before Feb 5 (you mentioned Feb 3rd in your OP) Buyer ID 1 sent a question about item, indicating she'd return it if she didn't like it.
Something in the way it was written or what was written made you leery, so you responded by blocking ID 1.
She created ID 2, or used an old already-set-up ID that had zero feedback.
Purchased sweater on Feb 5. She sent message saying it was an old address.
You recognized her as Buyer ID 1, and you didn't want to deal with her, so you canceled the transaction due to a legit bad address.
And also blocked ID 2.
The negative you received a month later is from ID 2.
Buyer created ID 3 on Feb 5th, and purchased relisted sweater on Feb 5th. You canceled that one also (assumed, since the sweater is available again in your store).
You contacted Ebay FB to ask for the feedback to be removed? They didn't understand the timeline and didn't make the connection between the 3 IDs, even though you showed them the similarities. So they refused to remove the feedback.
If that was the way it went down, I'd be frustrated, too. The only advice I have is to try again with Ebay FB and present the details in a timeline list, with hour and day if you have them.
I'm not sure where Poshmark came in. Did she go and try to purchase the sweater from you there, too, after she was blocked 3 times on Ebay?
splendidthreads
·3 years agoAccording to a thread from Aug 2022, you were correct to use the "problem with address" reason for canceling the transaction, evidently even if there hadn't been a problem with the address your ID 2 had. According to the CS who responded on that thread, your feedback should be able to be removed for the reason that the buyer circumvented your blocked buyer list.
Circumventing buyer blocks
elizabeth @ebay
08-17-2022 06:35 PM
Hi @ annetteshandmadesforyou, and thanks for the tag and questions @ pburn! You're correct that you can cancel as "problem with buyer's address" if you're confident they have circumvented your block. This would prevent the buyer from leaving feedback as well, however, on the off chance they're able to, please reach out to customer support and explain the situation. Please be sure to also report their new account and add that account to your blocked buyers list if you haven't already.
If it works, here is that thread.
Circumventing-buyer-blocks
beautifulbeauty2012
OP3 years agoYes, you got pretty much everything correct. The neg was receved from id 3 (she created it on Feb 5; id 2 was her old account with 2 feedback score-that is how she had her old address there).
She went to Poshmark after she made the purchase with id 2 - that was a bizarre move as well, as the price on Posh was more expensive-not like it was cheaper and she bought it on Posh after purchasing it two minutes ago on ebay.
Got another rep on Facebook saying pretty much that the feedback didn`t violate the feedback policy, but report that buyer and block her (do they actually read or just copy/paste?) and we do appreciate you letting us know about this buyer. So basically, if someone violates ebay policies (we are talking about two policies this person violated), because no profanity or personal details were mentioned in the negative feedback, it is there to stay, as there is nothing violated in the wording in the feedback. There is no policy on ebay that if a person violates ebay policies, his/her feedback should be removed. Apparently, those are two separate issues and as long as person who violated policies doesn`t curse in feedback, ebay approves it.
splendidthreads
·3 years agoThat whole Poshmark thing is weird. She REALLY wanted that sweater.
Maybe you can reach out to the mod that replied in that thread I linked, if she's still around. She should be able to tell you where to find the policy she mentioned or at least how/to whom to reach out to get it removed.
Good luck!
beautifulbeauty2012
OP3 years agoShe wanted to return the sweater before buying it, as she wrote with id 1, so I think that was the reason she didn`t care that price on Posh was higher-she was not going to keep it anyways, just returning it and getting the money back from either Posh or ebay (me). She wanted to get it-that is for sure. But she was not going to keep it-that is I am also sure (she wrote how poor she was etc-maybe she wanted to wear it on some event and return)
stainlessenginecovers
·3 years agosome things they do better than the 'brick wall' that calls you back; sometimes not.
Just go forward and worry about the 'big' things (feedback is NOT one of them) as many times you will STILL get better help on FB than anywhere else.
I've had 3 wins and 1 loss using FB reps. Better than the 'other' option.
beautifulbeauty2012
OP3 years agoExactly. Thank you.
If this happened a couple of years ago when sales were decent, I`d be very, very upset-I do strive for perfect transactions, and my account was perfect 100% for years. Now, with only $120 in sales in 31 days (and that is only about $20 in profit-wow!), I am not going to loose sleep over it. It is disturbing though that ebay reps doing it wrong by not removing it, but it is what it is, I tried.
pburn
·3 years agoI don't know whether you don't understand what people are asking or whether you're being intentionally vague, but it's really difficult to comment on whether the feedback qualifies for removal when it's unclear what has transpired.
I have a feeling, though, that buyer used account #1 to make a purchase and then said she'd return it if she (or whoever she bought it for) didn't like it, so you cancelled the transaction by using a false reason.
It's really best to be open and honest about the issues brought to the community. Unless you can be forthright about the circumstances, it's hard to comment further.
Good luck with this situation.
worldwidetreausures
·3 years agoWhy do you keep twisting the story here?
It says: blocked the first account BEFORE she made the purchase, there was nothing to cancel there, as there was no purchase made by blocked account.
pburn
·3 years ago@worldwidetreausures
I see nothing in the OP's posts that say "the first account was blocked BEFORE she made the purchase.' Please provide a link to that message or post a snippet.
There are three reasons that indicate the OP's story has certainly been twisted, but not by me:
So, clearly the buyer had purchased the item, and the OP cancelled the purchase after it had been paid for by the buyer.
The OP says in the reply to the feedback that the "order was cancelled due to issue with address." My question to @beautifulbeauty2012 is what was wrong with that buyer's address?
redmodelt
·3 years agoSounds like nothing was wrong with the address, the buyer must have indicated that if they did not like it they might return it reading one of the OP post here. OP says they don't accept returns, so didn't want to pay return shipping on a not as described return. (?)
If a fake reason was used to cancel, the feedback would be justified and now the OP is stuck in a quagmire with this PO'ed buyer.
Sorry I miss-understood what was being asked in the first post and title.
beautifulbeauty2012
OP3 years agoThe buyer stated the address was old and provided a new one in message-how was that "nothing was wrong with the address"?? That was when she used her second account and made the purchase. The first account she used I blocked right away (before she was able to buy) when she informed me that she`d be returning the item.
pburn
·3 years agoSeveral points in your post don't seem to jive. It's unclear which account is doing what, when. I question whether this scenario will ever be made any clearer, and I suspect that's by design; nevertheless, it appears by her feedback the buyer knew nothing about a bad address.
Based on what I've read here, I see no reason that eBay would remove that feedback comment.
itscalledapostingid
·3 years agoIf the buyer tried to get you to ship to another address and you legitimately cancelled the order for that reason there would be no reason to bring up the business about the buyer using multiple accounts. That would only add confusion and I could see why the FB CS did not remove the neg. It's best to keep it simple and stay on point when interacting with CS.
itscalledapostingid
·3 years agoIf you were trying to get the neg removed because the buyer circumvented your block list by buying with a different account I would try again with the ebay for business on facebook people or try askebay at twitter. Maybe they didn't understand exactly what you were asking for. I would just try again tomorrow.
worldwidetreausures
·3 years agoll
the_fancy_fox
·3 years agoWhy did you block her first account?
beautifulbeauty2012
OP3 years agoShe already planned to return the item if not liking it (it was for someone else, or so she stated) -I do not accept returns.
toysaver
·3 years agoWhen a buyer is blocked and circumvents the block I cancel the sale and report the buyer with all the email reference numbers for all accounts.
beautifulbeauty2012
OP3 years agoI blocked and cancelled, but ebay allows those blocked and cancelled ones to leave negative feedback. And when I provide them with at least four pieces of the same information related to the same abusive user, FB rep told me that it was a coincidence, and they are not related.
heckofagame
·3 years agoThat would entirely depend upon what you were trying to accomplish. They are not going to ban an account because you do not want to do business with the person.
beautifulbeauty2012
OP3 years agoWhere did you get the idea that I was asking them to ban an account? What I was asking them was absolutely reasonable and was supposed to be done.
Let us know how you`d do next time you contact them 🙂
sltom6
·3 years agoWhat were you asking to be done?
heckofagame
·3 years agoI hope you're not referring to the eBay for Business Facebook reps. They do a great job. Try working with the CS reps that call you back and after that you'll want to put the FB group on your Christmas list.
beautifulbeauty2012
OP3 years agoThey DID a great job before (I had something similar, was resolved, took a few days for them to respond, but it was a good experience overall), but NOT now. Now I had two FB reps, both are worse than the ones call you back. Looks like that part of ebay has changed as well, and not for the better.
redmodelt
·3 years agoWhat do eBay reps have to do with Facebook or vice a versa? The two are not connected.
heckofagame
·3 years agoWhat exactly was the issue? Many eBayers have multiple accounts.
beautifulbeauty2012
OP3 years agoThe original account was blocked (I ddn`t want to deal with that troublemaker in the first place after her message), then she used two other ones.
The ebay rep on FB for business could not even connect dots using 1. the same last name, 2. same area code, and the 3. same item was attempted to purchased on the 4. same day. He said those are unrelated. Duh. What a coincidence!
pburn
·3 years agoI don't know whether you addressed this in your other posts/threads, but I'd take that listing down for a good, long while. Maybe that buyer will find someone else to buy from in the meantime.
And if you could repost what the problem was with the buyer that caused you to cancel/block her in the first place, that would be great!
beautifulbeauty2012
OP3 years agoShe went on Poshmark to get it (two minutes after purchasing it here under her second account).
pburn
·3 years agoI didn't make my question very clear. Sorry about that. I was asking why you cancelled the very first eBay transaction from this buyer.
You cancelled her first eBay purchase using "problem with buyer's address," right? What was wrong with her address that made you cancel the first eBay purchase she made with her first account and then block her? Not her Poshmark purchase, not her second account purchase, and not her third account purchase, but her very first attempt to buy from you on her first account.
beautifulbeauty2012
OP3 years agoNo. I blocked her first account, then she used her second one, with an old address (as she stated -all in ebay messages rep could check if was doing what he was supposed to be doing), I cancelled that one and blocked her again....and the story doesn`t end here....She opened a third account right away...
Would you like one of those? 😄
mtgraves7984
·3 years ago@beautifulbeauty2012
Did the buyer know you had it for sale on Poshmark, too? How... same photos, etc.? I'm confused...
worldwidetreausures
·3 years agoOf course. The same everything: pictures, description, title. Moreover, it is VINTAGE sweater, so definitely she knew she was "buying" from me, and I knew it was her.