request to remove feedback denied for international buyer
i sent a request to remove feedback the feedback in question the buyer states "Damage on shipping :(" however this was shipped via the global shipping program and i believe this to be one of those eBay protects us from negative feedback of this type that involves an item damaged in transit as once it arrives at the HUB it is no longer in our control and the automatic assistant isn't helping i used to be able to say customer representative and it would let me talk to a live representative however it's no longer allowing that to happen so i am not quite sure what to do at this point to get this matter resolved
10 comments
bgt_masters_of_tiki_d
·2 years agoIf you try and go through facebook let me know how that goes for you. It seems it is taking longer and longer to get replies through facebook. I messaged them about an issue yesterday and its almost 24 hours later and no reply yet and its fairly time sensitive.
As for going completely AI, it would appear now all feedback appeals are automatically denied. I did (by dumb luck) get to talk to an actual rep who passed me through via email to the feedback team. I was told there is no direct number to talk to that team anymore and it is all done through email. In email messaging I was assured each and every feedback removal and all of its details are reviewed by an actual person (I doubt this) but it was what I was told. When I presented the direct policy and why it is supposed to be removed I was ghosted.
Your feedback by ebay's policy is supposed to be removed but so was mine and there it still sits. Hopefully you have better luck than I have had. It would be nice if there was some sort of consistency from one month to the next with how things are handled.
legacylaptops
OP2 years agoi didn't get a reply what so ever and still haven't seen anything resolved involving this and even did the email 3 more times after this original post so ... i guess goodbye ebay protections that we're supposed to have... ai is not keeping their promises and real people appear to not be involved any more ... sad days
mam98031
·2 years agoOn 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
ittybitnot
·2 years agonot quite sure what to do at this point to get this matter resolved
@legacylaptops
Up until recently, the advice given to you by @brightlightbookseller would be your best bet. I would still use the blue message button on the page linked to in message #2. Your understanding is also correct with regard to EIS sales.
In the meantime, eBay has gone to a "new" feedback removal program. From what others are posting, it appears to be an AI BOT STUCK IN DENIAL MODE. From a recent post found on the F.Book eBay for business site, it seems that eBay is no longer going to address this issue at all on any level:
eBay for Business
We’ve recently standardized the process to have all feedback appeals submitted through the Seller Help Dashboard to better align with our global process and maintain consistency for all users. This would be why any support member you talk to though phones, chat, email, or social media would be unable to assist with the removal. We understand that changes can sometimes be challenging, but we believe this adjustment will ultimately create a more streamlined experience. Thank you for your understanding.
The underline is mine. I would contact them anyway to see if you get thrown under the bus as well for the EIS issue.
Do let us know what you find out about this "new (not)improved, streamlined (non)enhancement.
legacylaptops
OP2 years agoi know it stands for artificial intelligence but seems more like artificial idiot ... AI is not remotely at the level it needs to be to be used so broadly across as many platforms that has adopted it especially not with out some sort of human oversight
fern*wood
·2 years agoEbay announced the end of monthly chats, except for certain times like recent policy changes and updates. Well, this seems like a good time and subject to have one. I've seen numerous threads about feedback issues recently and it seems the automatic protections we were assured of are no more. Some clarification would be nice.
dhbookds
·2 years agohow long has the feedback been up..........? I think it may take a couple of days to be auto removed.
gurlcat
·2 years agoYes I thought GSP/EIS negative feedback was automatically removed.
@legacylaptops I seem to recall a recent post about another kind of scenario where negative feedback gets auto-removed, and I might be mistaken but I think it had a set delay .... like a couple days, few days, something like that, and then it would disappear.
Again I could be totally mis-remembering. But I definitely could see eBay doing a thing like that, to balance between keeping promises to sellers but also appeasing buyers who have complained so much about their negs getting deleted. So waiting a while to let the buyer think they left a lasting impression would be the goal, ha.
brightlightbookseller
·2 years agoYes, you should be able to get that removed if it was an eBay International Shipping Program sale (the Global Shipping Program was retired, so I assume that's what you mean). I know eBay's customer support is moving away from live chat. I'd suggest reaching out to their eBay for Business team via Facebook or Twitter/X, they respond better and have more power than most other ways of contacting eBay. I usually do it via http://www.facebook.com/ebayforbusiness
legacylaptops
OP2 years agomoving away from live chat is such a bad idea... via email we are going to be fed through some sort of ai system which wont understand us whats so ever and through social media sounds like a terrible idea as well as there will be "no paper trail" with so many people being scammed and creating fake profiles and such ... idk why people want to move away from dealing with customers directly from their site... i see so many businesses doing this and dealing with people through social media better than through their own site and it just seems like such a huge setup for people to get scammed especially elder folks that don't know what to lookout for when reaching out to people on social