Warning about feedback removal requests...
Wanted to give everyone heads up... it appears ebay is now grasping at every straw to not remove feedback anymore.. even in cases when it blatantly should be....
I recently received a neutral feedback complaining about shipping cost... My shipping policy is stated multiple times in every listing, and I ironically LOSE money in the form of shipping they chose at checkout.... to make it even more silly... the customer has an item listed with the same shipping service.. yet they ask nearly twice the cost I do for it lol ($5.99 vs. $9.99 on their listing)...
For 30 years I have known (and will show below) that ebay feedback policy is the buyer cannot complain about things they knew before purchase... the literal phrase in the policy is feedback will be removed if "The buyer is raising an issue that was correctly disclosed in the listing"..... this is exactly what happened with my issue.... but nope.
Apparently there's a new policy... that we as buyers / sellers cannot see. It's an "internal" policy that the word "issue" no longer means anything stated on the listing, but instead "issue" now only means something to do with the item itself. I have had 5-10 feedbacks removed over my career for this exact reason... a customer complaining about shipping cost. In 2026 however... that's no longer the case...
Below I will link the feedback policy and a screen shot of the phrase I quoted on that policy.... be aware... we sellers are once again treated like trash with moving goal posts on how to run your business... even if you aren't allowed see or know if these policies have changed without warning, you still have to abide by them.
https://www.ebay.com/help/policies/feedback-policies/feedback-policies?id=4208
PS... since I know "why do you care about a neutral" will be asked.... I have / had flawless feedback... I am 100% positive seller and have been for nearly 20 years.... I take pride in my customer service and its a badge of honor to have that record. Anytime this happens it frustrates me greatly.
kensgiftshop
·4 months agoYou still are.
If the shipping charge was the only thing mentioned, they might remove it, but it wasn't.
imac7065
OP4 months agoYou're mistaken.. I had that discussion with a concierge leadership member (highest level of tech support) ... the complaint would have been removed in the past.. but rules have changed. We just aren't allowed to see that... "we'll look into updating the policy to be more clear" was the most I got... I understand what you believe you're saying there.. but it's just not the case here... if they complain about anything stated in the listing before purchase... it was removed.. period... since 1996 lol