I wish a Mod Could Help Me Out With This One - Feedback Revision Request Gone Awry
Sold something beginning of October. Yesterday I got a neutral feedback. 1400+ positive feedbacks only in the past year and this one gets dropped on me. So what do I do? I send the customer a 50% refund because he is keeping the item, and send the Revision Request link. I also send him a kind and curtious follow up message apologizing and asking him to respond to the revision request link that was sent to his inbox. He says, wow - thank you - sure thing - and replies to his own neurtral feedback. I asked Ebay for Biz on FB and they wouldn't help me. How do I get this removed?
24 comments
fern*wood
·2 years agoI think their follow-up did you more good than the neutral hurt you. Possibly ending your positive streak is a blessing in disguise too. Stressing over something like this can be harmful to your health, so now you can relax a bit about feedback.
mr_lincoln
·2 years ago@fern*wood I agree with this ... it's like, "well, we got THAT out of the way!". I think I have 2 or 3 total Neutrals over the years. I got a Neg once but in reading it knew it was meant for another Seller, I messaged the Buyer, they apologized and we processed an FB revision form.
dwise3671
·2 years agoIs the feedback unwarranted here? By doing a partial refund you acknowledged the packaging error. Honestly, it’s not a bad feedback, it’s just feedback. Learn from this example and move on. I’ve bought from buyers with horrible feedback. Usually you can tell when the feedback is from a picky or bad buyer. Don’t fret, this is nothing that will harm your store. If given enough sales and enough time, every seller will eventually encounter feedback they find challenging.
mr_lincoln
·2 years ago@wheredidiputthatremote
-I have a Neutral in its final 6 months before rolling off the main FB history page and getting buried. The item arrived damaged, nothing major and easily fixed. The Buyer messaged me with pictures and I replied with these options:
-I offer 30 day Free returns - return it for a full refund (I would make the repair and relist noting the repair and it would sell again)
-Accept a partial refund for an amount that is agreeable to both of us.
The next thing that happened was they left Neutral FB "Item was broken when it arrived. Will negotiate with sselker on repair costs"
Ignore their spelling error but I messaged them one more time to pursue the issue but never heard from them ... a month later I sent an FB Revision from, no reply. Then just before the 60 FB window closed I Replied to their FB ...
In the end my issue with their FB was that left the FB right in the middle of trying to work out a solution. I also thought it was odd that they just went silent, like maybe something happened, who knows.
If you sell long enough you will most likely get less than Positive FB ...
wastingtime101
·2 years agoI don't think you can get it removed, but you can go back to the buyer and thank them for the reply to FB, then let them know that's not the same as revising the original FB - that they would have received a message from eBay with a link to click to change their original FB comment/rating if they're still willing.
wheredidiputthatremote
OP2 years ago@wastingtime101 I did do that last night. they said they would in the morning, but they still haven't. I think it is an older person that might not know how to check on their messages from ebay tab.
wastingtime101
·2 years agoThen you might just have to live with it. We've all been there. Overall the buyer gave a positive review in the end. As a buyer it would not deter me from shopping in your store.
If you want to try to get it removed, go to seller help and check the reason 'buyer error' then in the comments explain the buyer wanted to change the review but had trouble with the revision request you sent.
https://www.ebay.com/sellerhelp
I wouldn't count on a removal, but if you've never requested one before they might do it just as a courtesy.
dirk12955
·2 years agoI've read in the past, When a FB gets a reply, The revison window closes.
wastingtime101
·2 years agoI have no idea about a FB revision request being deactivated if the buyer leaves a reply to FB instead of going through the revision request. It doesn't sound right. Is that how it works @kyle@ebay ?
There is a long-standing myth that replying to FB means CS cannot remove it. That's not true - never has been. Could that be what you're thinking of @dirk12955 ?
slippinjimmy
·2 years agoIt's more of a misunderstanding rather than a myth (although that is what has turned into).
If a seller receives a slammer of a neg but since it doesn't qualify for removal under the standard policies they need to appeal one on one to an eBay csr. If they have already posted an over the top reply, perhaps worse than the original feedback it isn't going to inspire the csr to be co-operative and do a removal.
If the feedback is an obvious policy violation things can be different.
Bottom line, eBay wants sellers to behave like adults not like children.
kyle@ebay
Hey @wastingtime101 thanks for bringing this up! A reply to a feedback would not have any impact on a revision request. I suspect you're right about your hunch that they were thinking of that old myth (which is totally not true; we can remove anything that's within policy).
So in short, whether we're on the subject of revisions or removals, having a reply to the feedback will not have any impact.
wastingtime101
·2 years agoThanks for the clear response, Kyle.
toomuchstuffagain35
·2 years agoIME that's not true.
You can even respond to a neg and still have it removed.
wheredidiputthatremote
OP2 years ago@wastingtime101 I couldn't find buyer error, but this is what i just did:
wastingtime101
·2 years agoRead the option you selected. It says "buyer error" at the end of the parentheses. 🙂
wheredidiputthatremote
OP2 years ago@wastingtime101 sorry, was speed reading because I've been in panic mode
wastingtime101
·2 years agoDon't panic! It's just a neutral with an overall positive vibe. Never live in fear of the neg or neut. You can't please everyone - and in this case it appears your buyer was satisfied.
wastingtime101
·2 years agoKeep in mind it's only 10am on the west coast.
wheredidiputthatremote
OP2 years ago@wastingtime101 he's in South Carolina. I think Mr. @dirk12955 is correct.
johnrj1226
·2 years agoPlus some people do not live on the internet around the clock.
gb58
·2 years agoI'd let it go. You aren't going to get it removed.
You've asked him and they haven't revised it. You were fortunate to get him to do a follow up, that's a rare thing, and the neutral feedback doesn't sound that bad anyway. If you continue to ask for a revision, the buyer may, after awhile, take it as harassment and report it to ebay, then you will have just added another problem to the neutral feedback.
Don't waste your time asking ebay to remove this one, there is nothing in his comment that would cause ebay to remove this feedback.
We all get hit from time to time with a neutral or even a negative, it's part of doing business on the ebay site. Believe me, this neutral will not effect weather a buyer shops with you or not. There is nothing he said that will cause future buyers to run the other way.
I'd forget it and move on.