feedback remove request
Hi,
ebay doesn't care about small sellers at all. I sent a a feedback remove request but of course i received the standard answer "We reviewed your request to remove the feedback for xxx. Unfortunately we won’t be able to remove this comment because it doesn’t violate any of our feedback policies."
Here is the feedback "I bought more than one item , and they charged me more than one time ."
if the one who looked at this case, had done a minimum check, he would have seen that the buyer is a liar and left this feedback out of revenge.
He bought two items in 2 different days, i sent the items separate with 2 tracking numbers.
If i have more then one item in a day, from the same buyer, even if is 2-3 different orders, i always send one package and a partial refund for the shipping.ALWAYS. It is not the first time when i have issues with ebay employees, they are so nonprofessional, they always answer copy and paste, no checking nothing.I have a lot of stories..
gloryglorygifts
·2 years agoAll your feedback seems to be basically centered around the same thing, which is the age of the phones. Make sure that your listings are exactly what you are selling and have the age in them. That should help going forward. Good luck to you.
inhawaii
·2 years agoBecause ebay refused to remove one of your feedbacks ... ebay doesn't care about small sellers?
That's quite a stretch.
cellphonesmuseum_europe
OP2 years agodid you come to this conclusion?
I also have some experience with ebay, I can tell you more if you want. In my experience as a buyer on ebay, I noticed that whenever I left a negative review for a big seller, it was deleted instantly. I made the mistake many times or to choose big sellers because they had hundreds of thousands of feedbacks, 100% of course. Big mistake, they can do what they want, ebay is always with them, as is the case with small sellers, ebay is always with the buyers 🙂
I can't agree that, buyers on ebay can do what they want and ebay doesn't care. Here I will come with some examples from personal experience. I had several returns as a seller, all of them had the same reason, the product it doesn't work or doesn't start. In each case the product was ok, I relisted and sold it without problems. I had a few cases when they returned something else! or they changed the battery with a defective one. They basically bought the phone for the battery and then returned the phone with their defective battery. How did ebay help me? In addition, these buyers almost always have 0 feedback or a maximum of 5.
brightlightbookseller
·2 years agoChances are those feedback comments violated policy for one reason or another. I've had many such comments removed successfully, but never ones that didn't violate any policy.
mam98031
·2 years agoSome do and some don't.
"I bought more than one item , and they charged me more than one time ." This one likely because it covers two different transactions and FB is suppose to be for the single transaction.
That is the only one that I see might have a chance of getting removed. I could be wrong of course, but that is my opinion.
cellphonesmuseum_europe
OP2 years agoyes but they don't want to remove this one.
And there is one more, the very old one. A guy from Zambia, he left the bad feedback after two months.
"I never received the item" Serious? what will everyone understand, that I took the money and did not send the product? When i tried to print the label, i realized for that country i can not trace the package and more than that, the insurance company can not provide insurance.So, i canceled the order and i gived a full refund
mam98031
·2 years agoThe old one is just something you have to live with. Buyers have 60 days to leave FB. You have about that same amount of time to get it removed if it has broken one of the rules. After that Ebay can't touch them. Their system literally doesn't allow for it.
If you have requested the removal of your most current one and you told them that it was a FB for two separate transaction, then there isn't much you can do about that one either.
But it would likely help you if you can reach out to Ebay and see if you can revise your comments to the FB that was within the last 60 days, maybe 90. I don't think you can, but the worse they can tell you is no. But you really do not help yourself with your responses, so if you can get them removed or edited, it would be better for you.
mam98031
·2 years agoWhat @inhawaii said is true.
You are correct that for some sellers that have a Concierge Service, they also got a certain amount of negative FB removed each quarter and all they had to do was ask. You should be happy to learn that this particular perk was retired a couple of months ago. BTW this service wasn't just for mega / very large sellers.
There is no rule that says "I can't agree that, buyers on ebay can do what they want and ebay doesn't care." The you'd be happy to know that there are rules and buyers can't do whatever they want. But they can do things that are within the rules just as sellers can.
And yes you are correct that a buyer is likely to get refunded whenever they file an INAD for any reason. That is because of the Ebay MBG policy.
cellphonesmuseum_europe
OP2 years agoI understand not all the customers can be happy, maybe they had a bad day or whatever but they always have the option to return the item for a full refund. If they don't want to return the item, but they want a full refund and to keep the item, that is not ok for me. I am not walmart, i have a regular job.If you don't want to return an item for a full refund, then i am a bad person as a seller? You prefer to leave a bad feedback instead to return the item and loose the money? BTW the seller is the one who pay for both labels.And trust me, all the return request , that the buyers pretend are not working or turning on, they work just fine. I relisted those products and sold them without problems.
Before i ship a phone, i always turn on the phone for one more time, then you pretend that the phone is not turning on and you want a full refund but you don't want to send back the phone 🙂
reallynicestamps
·2 years agobut they always have the option to return the item for a full refund.
Then your only Response should be "I regret you are unhappy with your purchase. Please return for refund."
If they do not return the purchase, you do not refund.
You might also add another Response "Refund on return offered January 10,2024. No return as of April 10, 2024"
You are not writing these Responses for the buyer, but for future buyers.
You have a LOT of negatives and neutrals , especially when we see that most of your FB is for purchases not sales and your sellers cannot leave negative feedback.
Your more pointed comments should be kept for Messages or better:
mam98031
·2 years agoSomething else you should be aware of is that you aren't doing yourself any favors by what you say in some of your responses to the negative FB left. Your responses sometimes are worse than what the buyer says. You should never call your buyers names, is an important thing NOT to do.
All your responses should be polite and professional. Factual, not emotional. You only hurt yourself in the eyes of potential buyers that review your FB when you say stuff like you do. Just bad business really.
chapeau-noir
·2 years agoOMG, the 18 year old phone one - that was bad on so many levels and does no one any favours.
cellphonesmuseum_europe
OP2 years agoso next time should i say thank you for the feedback ?
momtoabeautifuldaughter
·2 years agoYou should maybe reply a little nicer or just don't reply at all.
jerseyboymusic
·2 years agoI would have said something like: "I'm sorry that you had these issues with the phone, and it did not live up to expectations. Since these are old cell phones, they are sold as collector pieces only, and I cannot guarantee that they are usable"
I looked at one of your listings in question and I see you do mention that it your description
mam98031
·2 years agoThis isn't a joke. No one even suggested that you tell the buyer "thank you for the feedback". You are taking what has been shared with you totally the wrong direction. Clearly you will do as you see fit. We tried to help you and you want to make a joke out of it. It is no joke but you will likely continue to do that because you don't see the importance. Your right of course.
house*of*paws
·2 years agoHi @cellphonesmuseum_europe
You're reacting to the advice of experienced sellers the same way you're reacting to dissatisfied buyers ... with defensiveness and sarcasm. That's certainly your right to do ... but it doesn't serve your business well.
If you are going to reply to bad feedback ... then think of the future buyers who will be reading your Replies. That way, you will put on your most professional demeanor so that buyers will be reassured that it is safe to deal with you.
No offense meant ... but you sound like you're burned out with selling and need a vacation or time-out. At the least, you should have someone else handle your communications until you are feeling calm and reasonable. I'm not trying to be mean, but your demeanor is not helping you OR your bottom line. eBay can't help you by removing negative feedback you're receiving because of your attitude.
cellphonesmuseum_europe
OP2 years agoHi,
i think you are right, but you have to understand one thing.We are not the same, i am latin in blood so we are acting different.Even if i try sometimes i can't because i see people that take advantage of ebay rules and ebay don't care.They always tell me to report the buyer and so on, but nothing happed after, is just a wasting of time.
let's take 2-3 hypothetical cases.
1. you are the seller and I am the buyer. I bought a product from you today and you, because you are a good seller and always ship the product on the same day or the next working day, you shipped the product on the same day. Good
The next day, I buy another product from you but please add a free charger to the order. You, because you are a good seller, add a free charger to the order, pay $1.5 extra for shipping because it exceeds 8 OZ .Good
After 2 months, I leave you a negative feedback and say that you charged me twice for shipping, although in your description it says that if you buy one or more products you get a partial refund.
What will be your response to this feedback?
2. again, you are the seller, I am the buyer. I buy a product from you, an old phone in this case. After a month, I open a return request because the phone does not turn on. That's how long it took me to realize this thing, do you have any problem with it?. Moreover, when you get the phone back you realize that the phone turns on and has no problem or it is a different phone than you sent. You will say something to the seller or ebay ? or just move on and say thank you?
In addition, for all returns, buyers have 30 days to return a product. Why? If they keep the product for a month until they open a case and then another month until they send it back plus shipping time, it is more than 2 months. You could have sold the product several times during this time to an ok buyer.
3. again, you are the seller, I am the buyer. I buy a product from you. After 2-3 weeks since I received the product, I inform you that it does not work. You tell me nicely to open a return request, but I don't want to .I want a full refund and keep the product. Do you have a problem with this? Are you going to contact ebay? And if you contact them, what will happen? NOTHING.
If you want, I can give you many more examples. I can say that all my experience as a seller on ebay, which is from somewhere around the year 2000. There is no seller protection at all, simple.
house*of*paws
·2 years ago@cellphonesmuseum_europe
Thank you for all your examples. 🙂
I've been reading (and answering) posts in the eBay Community for almost 20 years. I am totally aware of the numerous problems sellers have with unreasonable buyers and unhelpful eBay policies. It definitely is NOT easy being an eBay seller. 😕
All I was trying to point out is that you are hurting yourself with the Relies you are leaving to negative feedback. I understand that you will be upset when you read a feedback comment that you feel is unfair ... or even fraudulent ... but there is no time limit for leaving a Reply. I am just recommending that you WAIT until you are calm ... AND THEN compose a reply that will demonstrate how reasonable and professional you are. THAT will cause buyers who read it to sympathize with you and disbelieve the buyer. If you come off as a jerk in your replies ... then you've totally defeated the purpose.
Anyway, good luck to you ... and I hope you have a FABULOUS day! 😊
cellphonesmuseum_europe
OP2 years agothank you for the advice
cellphonesmuseum_europe
OP2 years agoYes you are right, i guess 767 positive feedbacks in a year VS 6 bad feedbacks means that i don't know exactly how to handle this.
You have to understand that, sometimes i am tired because the buyers always have the option to return the item and to get a full refund if is something wrong. But some of them, want to keep your item and to get a full refund or at least a partial refund, otherwise they will let you a bad feedback.
In the end, I don't even know what was in my head to post here. When you experience something like this, I hope you remember me.
mam98031
·2 years agoHow many positives you have doesn't have anything to do with your problem at hand.
We all get tired. You are not on a island by yourself. Most active sellers experience similar problems with their buyers from time to time. However your rough edges in communicating with your buyers may be adding to your pain right now.
I would never advise any seller to refund a buyer and allow them to keep the product unless it was cost preventative to pay for return shipping. Then you might cut your loses. But for the most part require them to file a Request for Return. That can help you. If they file it but never return the item, you don't have to refund them and you can get the claim closed in your favor which will protect your FB.
Partial refunds, I also don't recommend those unless if financially benefits you to do so. Otherwise I'd have them open a Request for return and approve it to be returned to you.
Again, you are not being singled out. All of the experiences sellers that have been trying to help you have had their fair share of buyer's issue. I certainly know I have. You are not an exception, you are just like the rest of us.
chapeau-noir
·2 years agoNo, but man don't make yourself look bad, either. You could have turned that feedback to your advantage or at least neutralised it, responding with class and showing future buyers that you're a great seller no matter what, and you went that route? Really?
mam98031
·2 years agoIt isn't the standard reply. It is the reply when the bot doesn't find anything wrong with the feedback as it pertains to the policies of Ebay.
That particular fb would be hard for a bot to figure out if it was within policy or not. I think even a CSR might have some questions about that one. It is odd to be sure.
Your best argument on that one is that they are leaving feedback for two SEPARATE transactions in one. Ebay FB is suppose to be about the ONE transaction.
On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
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/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
cellphonesmuseum_europe
OP2 years agothank you, i will try to contact ebay for this one