How to Handle (Remove) Negative Feedback
Summary: chrisbeck13 received an incorrect negative review on eBay, challenged it due to inaccuracies, and struggled to contact eBay for resolution. Participants suggested contacting eBay directly to resolve the issue. chrisbeck13 eventually succeeded in reaching an agent via a different approach and had the negative feedback removed efficiently. Discussions highlighted the difficulty in contacting eBay and advised caution about customer service numbers found online.
Earlier this week I received a negative review from a buyer. The comment only said "Little to no communication, received refund with no explanation". I checked and I definitely didn't issue a refund to this buyer. In fact, I looked at the tracking number I uploaded and he received his product over a month ago. I assumed the transaction was over--nothing unusual about it--until I received the negative feedback out of the blue. I contacted the buyer asking if the feedback was intended for me, since he received his product and I hadn't issued a refund, and if he would remove the feedback. I haven't heard back from the buyer after asking. Up to this point, I had a 100% rating. One negative review isn't the end of the world, but there is no way this feedback should stay in my profile. We all work hard to provide good customer service and product, right? I was able to navigate to the "Request to remove negative feedback" section on eBay, but this particular transaction isn't showing up. For those that have been down this road before--receiving negative feedback that is nonsensical or unfair--what is the best way to have this feedback removed? Thank you in advance for any help you can provide!
chrisbeck13
OP3 days agoUpdate: I was able to finally get through to an eBay agent. She quickly realized the feedback must have been left for me incorrectly and created a case to have the feedback removed, within 24 hours. Very efficient and friendly customer service from eBay. I just wish they didn't make it so hard to speak to an agent.
Thanks everyone for your help here--much appreciated!
ruby_c_took
·3 days agoOut of curiosity, how did you end up with the phone call? Did you try the chatbot again? I've been told that depending on things like what category you chose, or possibly just the time of day, that trying the chatbot repeatedly can get you a phone call or phone number.
chrisbeck13
OP3 days agoYes, it was through the chatbot again. I selected a different topic this time--I believe customer returns and refunds--instead of feedback. My conclusion is that feedback isn't critical enough for eBay to offer up an actual person to help you, but that customer service is. Perhaps that is fair. The agent that helped me was friendly and took care of the issue right away, so that was good.
chapeau-noir
·3 days ago@chrisbeck13 Apropos your previous post - just one note - don't trust any eBay customer service numbers you find searching online - at best they may be discontinued, at worst they're scammers.
I'm glad you could get that neg removed!
chrisbeck13
OP3 days agoGreat point--thanks!
chrisbeck13
OP6 days agoSo, I tried contacting eBay through the AI agent on the eBay help page. It only offered for me to contact an agent via email, but not by phone call. I then tried calling the 1-866-540-3229 customer support number I found online. I tried a few different ways to get to an agent, but literally ended with "I'm sorry, I'm not able to connect you to an agent at this time" every time. I could send the email that the eBay help page referred me to, but I think this situation would be better handled on a phone call and, frankly, it's a little frustrating that eBay makes it so difficult to reach an agent. Does anyone have any other suggestions or means to directly contact an agent? Thank you!
famusound3
·1 week agoThe negative feedback can definitely be removed as there are lots of sellers on ebay that must have inside hookups as I have seen them get well-derserved negative feedback removed. MULTIPLE buyers had left negative feedback for this one seller and he manages to always get it removed.
chrisbeck13
OP1 week agoSorry...last question. How do I contact eBay to have the feedback removed? When I go the "Request to remove feedback" page, this transaction/feedback doesn't show up. Do I need to call a rep at eBay? Can someone please advise me on the best/appropriate means to contact them?
ruby_c_took
·1 week agoYes, you need to contact an eBay rep directly about it if the transaction doesn't show up in the "request to remove feedback" area. I used to find calling or asking for a callback was best, but unfortunately they've now gated it behind an AI chatbot. You'll have to chose an issue first, and there won't be one that matches your problem, so just pick something generic related to selling. Then tell the chatbot immediately you want to talk to a rep, and when it asks your issue, just say that you want to discuss a feedback issue. You might have to ask for a rep again. That should get you through to a person, though.
chrisbeck13
OP1 week agoPerfect--thank you!
words4sale
·2 days agoI received negative feedback from a buyer that said the shipping took too long, when in fact all things considered, it was actually pretty fast. All I did was contact eBay via their customer service AI and provided the tracking number along with the order date and order number. Later that day I received a message from eBay saying that the negative feedback would be removed. It wasn't long after that the negative feedback was gone.
chrisbeck13
OP1 week agoThis is all great input--thanks everyone. I will reach out to eBay to hopefully have the feedback removed.
adamcartwright
·1 week agoI agree that a negative isn't that big of a deal, but in this case the FB doesn't even pertain to your transaction.
I would contact eBay about this.
inhawaii
·1 week agoTry to get it removed by ebay.
If that doesn't work, respond to it.
"I think you may have me confused with another seller. I don't see a refund for this transaction and the tracking shows you received it over a month ago."
That wont make you look bad at all and will make him look pretty stupid.
bashort
·1 week agomost negative FB is the buyers subjective opinion. This is one of the rare times that the buyers feedback complaint could easily be ruled on by ebay as either true or false.
kabilab
·3 days agoLast month, I received glowing feedback from a buyer who had cancelled the purchase before it had been shipped. He/she detailed the condition of the item and packaging.