Honest thoughts on negative feedback removal
Hello there,
I received some negative feedback from a buyer which was a bit OTT. I contacted them and resolved the issue (full refund, no need to send back as it's too much hassle for everyone).
The buyer stated they would remove the negative feedback, but then said they couldn't and left a follow-on comment which wasn't particularly helpful. This is the first negative feedback I've received for about 10 years now, so the feeling is still a bit rough lol.
What are the odds on getting the negative feedback removed? I've sent a request for the buyer to adjust the rating, but this feature is new to me 🙂
Thank you!
11 comments
soh.maryl
·2 years agoTo get a negative FB removed, wouldn't the seller have to make sure the buyer wants to remove it and then his next step would be to send the buyer a Feedback Revision Request?
coolections
·2 years agoThere is no need to for the buyer to remove the negative. It was true and factual. Luckily the buyer returned to let others know you will improve and pay more attention.
iamalwaysright
·2 years agoAlthough I agree with you, this is subjective. Especially since they are willing to do it. I'm sure the OP thinks otherwise.
12345jamesstamps
·2 years agoBuyer is only allowed 30 days to change feedback. I had this problem a year ago. eBay won't change it no matter who you call. I have been there. If it beyond that 30 day limit for buyer to change it there is nothing to do. Did you send buyer a request to send it?
iamalwaysright
·2 years agoThe follow up comment seems to be helpful as I read it. To me it says that the issue was an honest mistake, and you took care of the buyer with good customer service. Did they say specifically why they couldn't remove/change it? Did the buyer try before or after you sent a formal feedback revision request to the buyer? I understand that sometimes getting a buyer to explain in further detail of their problem is kinda like pulling teeth out. Heck, even sometimes posts here are super difficult to get the OP to elaborate.
I've never had any success at all contacting ebay and having them remove the feedback for me on the grounds (with solid proof) that the buyer agreed to remove or change it within our ebay communication messages. Many reps would say something like "Maybe the buyer just said that to get you off their back but don't really want to remove it." Your best bet is using that formal feedback revision request. I think the buyer has 10 days to accept and agree to that revision, after it expires then there's nothing that can be done unless the feedback violates some other policy which I believe it doesn't.
25afpl
OP2 years agoSadly the buyer pulled the trigger on both negative feedback as well as the reply, without prior correspondence. I have raised a revision request.
The irony was that I played this album about a month ago without issue and the pictures sent from the buyer didn't even show scratches - that's what is sad to see, but you can't please them all and was sorted within the hour.
albertabrightalberta
·2 years agoWith hindsight being 20-20, this might have been a case in which you should have saved your limited number of feedback revision requests since the buyer did follow up with a post redeeming you and your excellent handling of a bad experience.
Making excuses now after having admitted that you erred (based on the buyer's followup to the feedback they left) takes away from your professional handling of the situation in the first place.
The first neg is always (among the) most painful and when you feel it's undeserved, it hurts that much more.
But again, the buyer makes you look good!
luckythewinner
·2 years agoIMHO the buyer will need to respond to the revision request, because I don't see anything about it that qualifies it for removal by eBay.
25afpl
OP2 years agoAppreciated - thank you!
albertabrightalberta
·2 years agoThe buyer can't change the feedback without a request from you.
Go back to the order and send the buyer a request to remove feedback.
25afpl
OP2 years agoHave done - thank you! 🙂