What to do about feedback
Hello!
Long story short, I sold an item yesterday, and shipped it within an hour of purchase via the buyer selected shipping method (I live across the street from a post office, so this is normal for me). Shortly after I left the post office, the buyer left feedback calling me a scammer. The item wouldn't even arrive until 2 days from now, and the tracking (with signature / insurance) shows it is on the way, so I'm not sure what the scam is and the buyer is unresponsive. Looking at the feedback they've left for others, it looks like this is a pattern for them (on the first 4-5 pages like half of the feedback they've left is calling people scammers) which seems abusive, but... oh well.
I've contacted them, requested a change from them, and contacted eBay through the removal form. While the negative feedback sucks (especially for an individual who only occasionally sells, and not a business), my concern now is - am I the one being scammed here? Has anyone run into anything like this? Have I done pretty much what there is to do in this situation?
naqahdriah
OP2 years agoI genuinely can't help but laugh at this - the post office finally did return to sender, and it made it all the way back to my local distribution center... before being shipped BACK to the buyer! The best part? Because it was a return to sender and... they didn't, they also didn't bother to do the signature delivery that I originally paid for when they handed the package to them.
I'd be angry at the stunning, cosmic-level stupidity of USPS if it weren't so unbelievably inept as to be hilarious. Well, I guess now I just wait for the other shoe to drop.
brightlightbookseller
·2 years agoOuch! Did it get successfully delivered to the buyer, just without signature confirmation? If they give you any trouble, I wonder if you'd have success with USPS insurance since they didn't fulfill their terms (probably not, but it might be an option to consider). More likely, you'll end up having to fight to retain your money on eBay, and best case scenario they might force a return or do a courtesy refund while letting you keep the funds. Good luck, and keep us updated!
naqahdriah
OP2 years agoUpdate - The buyer apparently "missed" the signature delivery (the tracking information says "No authorized recipient available"), so even though the package intercept failed, return to sender appears not to have (tracking indicates it is on its way back).
My plan at this point is just to wait until it gets here, and issue a refund. However, I figured it would be worthwhile to ask if that is the correct thing to do in this situation. I'm assuming it is, but I have nearly zero ebay experience, and I wasn't sure if I should have them request a return (assuming they respond), or something else process-wise that would be more appropriate?
Thank you, again, for all of the responses here. It has been enlightening, to say the least. I will say that I probably won't sell a stick of bubblegum here without signature delivery though... that option appears to have saved me a lot of grief.
brightlightbookseller
·2 years agoMissed that there was more recent comments.
simply-the-best-for-you
·3 years agoBest of luck on your pup's surgery! Meeting at a police station is generally pretty safe. I've even heard of some that have an area set up for tx's like this. You might check around in your area or consider going to another part of town, since you mentioned getting stabbed, twice.
I hope your intercept goes through 🤞
sextons-sweet-deals
·3 years agoThis seems to be a new scammer trend. I read a similar post recently. Seems like a bullying / pressured to make sellers feel guilty / threaten for negative feedback to refund before the package is even delivered.
Shipping with signature and tracking should protect you. Great decision!
My guess is you checked their complete feedback profile and Google mapped their location before shipping. This is something that sellers don't do enough of.
luckythewinner
·3 years agoI would not have wasted a feedback revision request on that buyer until the tracking showed delivered so the buyer had confidence I was not a scammer.
mam98031
·3 years ago@naqahdriah
The best advice was early in this thread, you may have missed it.
https://community.ebay.com/t5/Selling/What-to-do-about-feedback/m-p/33909120#M2255065
Get on the phone first thing tomorrow and intercept that package. I know for me that would be a pretty expensive item to lose. Once you have it back in hand you should come back and discuss the next steps a bit more with the help you are getting on this thread. You have accessed some pretty darn experienced sellers and received some GREAT advice.
But the first thing is doing what you can to stop the delivery of this item to your buyer. Otherwise it is likely you are in for far more trouble and expense.
Someone mentioned you had reviewed the buyers Feedback Left for Others and seen a distinct pattern of this kind of behavior with this buyer. I urge you to contact Ebay and bring this to their attention. It is called Feedback abuse. That will likely get the feedback removed from your account. But the FIRST thing is to try and get that packaged turned around. You don't have time to waste, the sooner you contact USPS the better off your chances are. We can help you through what follows that AFTER you get your item back.
naqahdriah
OP3 years agoOn the plus side, eBay removed the feedback pretty quickly! Also, it looks like maybe there was a problem with USPS's system yesterday, because the package intercept went through today and says 'in progress.' So at this point, I just wait until my package shows up (assuming it does), then cancel / refund the order and be done with it?
I didn't particularly want to sell my phone (or use all of my credit card points on a tablet to sell), but my dog needs ACL surgery so... I guess I'm doing something local and hoping the "buyer" isn't willing to mug me at a police station. 🤣
ms.rodriguez*
·3 years agoIf the dog is a mean dog, bring him to meet with the buyer. Leave your valuables and credit cards at home. Just have your license and some cash. I have met folks in front of a police station and also INSIDE a McDonalds. Lots of folks inside. Outside is still dangerous.
soh.maryl
·2 years agoIt seemed like the OP is the seller in this case.
Why would he need to meet the buyer at the PD and bring cash. Are you suggesting that the seller refund the buyer that way?
a_c_green
·3 years agoRight. If the buyer receives the package after all, then just sit tight and wait to see what happens next. If the package comes back to you, then cancel ("Buyer requested") and refund. (Feedback-wise, he has already shot off his ammunition, so you don't need to worry about further public comment from him. Be sure that he's welded into your Blocked Buyer List.)
mam98031
·3 years ago@a_c_green
I firmly disagree. First there would be no reason to cancel the transaction. The buyer can't leave FB again. Besides filing the cancellation as the Buyer Requested it is against the rules and @naqahdriah could get sanctioned for that. There simply is no need to even take the risk or even file a cancellation for any reason.
A refund gets the FVFs refunded to the seller and that is all that the OP needs. A cancellation serves NO purpose.
a_c_green
·3 years agoI may be confusing the terminology then, but here's where I am coming from: the buyer is not going to get the phone that he purchased, because the seller is recalling it. Assuming the seller gets the phone back as we hope for, he must then refund the payment.
If he is required to specify the reason for the refund (and here I may be misremembering things), he should select "Buyer Requested" rather than "Out of Stock" to avoid a penalty. As noted, the buyer called him a scammer in the now-deleted feedback, making it fairly clear that he wanted his money back, so "Buyer Requested" seems valid.
I may be confusing the terminology between a sale that is cancelled and a sale that is completed but then refunded later. The significant detail here is that the buyer will never receive the package because the seller is recalling it, so I'm kind of wavering between calling this a cancellation (by the seller) vs. a refund request (by the buyer).
mam98031
·3 years ago@a_c_green
Filing a Cancellation and issuing a Refund are two DIFFERENT actions. To issue a refund there is NO requirement to file a Cancellation.
When issuing a refund you can put a reason for the refund on the form, but it is not a required field.
When issuing a Cancellation you have to specify a reason from the short list available, but in this case there is absolutely NO NEED to file a cancellation. With that said, if the seller selects the reason "buyer requested" and the buyer did NOT request it, that is against the rules and sellers can get sanctioned for that. In this case the buyer did not ask the seller to refund a darn thing. The buyer won't even communicate with the seller.
To get money refunded to a buyer it does NOT require a cancellation to be filed. And in this case it would be inappropriate to do so. No need to complicate the process. Simply refund the transaction once the item is returned to the seller, just like you would if the buyer was returning the item for refund.
The transaction still existed. I'm unsure as to why you think it was cancelled. Once the item actually ships out, a cancellation should not be filed. There simply is no reason to do so. You certainly don't need a Cancellation in place to issue a refund.
mam98031
·3 years ago@naqahdriah
That is good news about the package. I'm very sorry to hear you are facing surgery. That is no fun at all. I sincerely hope it turns out well for you.
BTW, if you do get the package back, there is NO NEED to CANCEL the transaction. When you refund the transaction you will get your selling fees back.
You won't have to worry about your feedback anymore because they already left FB that Ebay removed, so they don't get another chance for it.
fm2000
·3 years agoKeep in mind this type of unethical buyer is also the kind that would wrongfully file a credit card chargeback, claiming the phone either never arrived or didn't work. Credit card chargebacks circumvent eBay's buyer protection system and are usually unwinnable; these result in the buyer getting your money and your item and on top of it you would be socked with a $20 "chargeback fee". It is why it is crucial you intercept the package and get it back.
Expensive cell phones are a magnet for scammers. Especially for new sellers. Sell it locally, but agree to meet at a police station for safety.
naqahdriah
OP3 years agoWell, I went ahead and ended my other auction. Apparently, my package, despite not being there until the day after tomorrow and being a Priority Mail package, is apparently not eligible for package intercept.
"USPS Package Intercept service is available only for domestic shipments sent by Priority Mail Express, Priority Mail, First-Class Mail, First-Class Package Service, Parcel Select, USPS Retail Ground and Package Services. Only packages, letters, and flats with a tracking barcode can be intercepted"
It's a Priority Mail package that has a tracking barcode, so I have no idea why the site says it can't be intercepted but... I guess this is just an $800 mistake.
simply-the-best-for-you
·3 years ago@inhawaii @ga_open_box_llc
7 day wait only applies to a few sellers, not the majority. It's either TRS or TRS+, I think it's + b/c I'm TRS & no waiting period on leaving it for me.
@naqahdriah You can most likely get that FB removed by going here:
https://www.ebay.com/sellerhelp
and following the prompts. Keep your info short & sweet, point them to the FB left for others by the buyer. I like this method best b/c it's super quick & you don't have to expose yourself to the security risks of Social Media.
BUT, the FB is the least of your worries. FIRST, I would end your other listing. A brand new seller selling $800 phones is a huge target for scammers! Then I would attempt to recall your pkg. If you don't, you are likely to lose the phone & the money! Ebay doesn't have an issue with recalling a pkg. They do have an issue with canceling a sale b/c you're 'out of stock', but that's still better than losing the phone & the money. If you can recall it successfully, do NOT relist it. You have way too little FB to be selling such high priced/high scam items.
ETA: And definitely report them at some point, but my priority would be ending my other listing & getting my phone back.
a_c_green
·3 years agoTrue, though in this case, "Buyer Requested" would be appropriate (not "Out of Stock"), as the buyer had already called the seller a "scammer," so he obviously wants his money back, not the phone. 😉
But in any case, focus on getting the phone back first, then deal with refunding after that.
naqahdriah
OP3 years agoNeat thing is I got a message from a buyer about my tablet. 100% positive, but it's like the same 5 feedback messages posted by like 5 accounts a dozen times over. Do people just create these accounts now and rack up a bunch of transactions from a service or something so they seem trustworthy?
cardxcraft
·3 years agoBecause of the buyers history of leaving negative feedback, I would assume the negative was intended for you.
I would recommend a package intercept; you can perform the function online. Link below.
https://retail-pi.usps.com/retailpi/actions/index.action
12345jamesstamps
·3 years agoDid you google the address of the buyer? To see where it is going? Is it a house, a building or a patch of land?
Buyer knows...will know exactly when it is out for delivery due to tracking. Could even be a company or a hotel. Buyer will be waiting for it of course.
It might not get a signature the first time or someone else might try to sign for it.
rugerskick
·3 years agoIts a scammer. They want you to give them some or all the money back to change the feedback.
This is called feedback extortion (and in this case, outright lying as well as defamation of character, libel). Get with ebays fruad and security people and show them whats been going on. Since this is a pattern scammer they need to deactivate their account.
mam98031
·3 years agoIf the buyer won't respond to emails the seller sends, how could anyone possibly know this? And if the buyer won't talk to the seller, exactly how do they communicate this is what they want?
ms.rodriguez*
·3 years agoI wonder if they meant to give that negative to another seller. By the way, did you send the phone with SIGNATURE CONFIRMATION? I hope so because you just voided your seller protection. RECALL the package now if you feel that you will be scammed.
stuff4divas
·3 years ago@ms.rodriguez* according to the OP, the buyer has left similar feedback for several sellers.
Probably thinks they can get ahead of the situation by making the seller look like the scammer BEFORE they do their scam.
ga_open_box_llc
·3 years agoI wonder how they were even able to leave negative feedback already. I thought the system makes you wait 7 days at least before you can do anything other then positive as a buyer. I might be wrong but I could've swore that's what it says when doing feedback as a buyer.
buyselljack2016
·3 years agoFor top rated sellers there is a 7 day wait. No such delay for a small seller.
inhawaii
·3 years agoYou are correct.
So how did that happen?
tyler@ebay
gary@ebay
mam98031
·3 years agoIt is only TRS that are protected from buyers leaving feedback in less than 7 days. The OP is not TRS.
retro_entertainment_collectibles
·3 years agoThat kind of $$$ and reaction as well as what you see in FB history I'd not risk it. Should be reported along with notation that the buyer seems to continually act upon sellers as they do.
stuff4divas
·3 years ago@naqahdriah me?
i would go straight across the street to the post office and ask for the package back and if it already left, i would do an intercept, even if u don't want to, it's better than being scammed and out of $800
and letting yourself be scammed after all the bells and whistles that have gone off
naqahdriah
OP3 years agoHmm, I guess my worry with that is even if I do a refund, I'm not sure how eBay looks on stuff like package interceptions. It would suck really, really hard to lose the item / money, but I also don't want to jeopardize my eBay account doing something that might violate their policies here.
dirk12955
·3 years agoWho cares what ebay thinks if you end up losing an $800.00 item?
The way this transaction is going, You'll have a neg, no item, no money.
Save yourself before it's too late.
stuff4divas
·3 years ago@naqahdriah as suggested, u report the buyer.
eBay won't care about the package intercept and they will see what the scammer, excuse me, buyer, said on the fb left u and see their other fbs.
Just put all this in the report.
But if it's OK with u to lose the $800 PLUS the item, go ahead and do nothing.
mam98031
·3 years agoI'm not sure what you are worried about as long as you refund the buyer. Exactly what do you think Ebay could or would do???
One buyer can't cost you your account unless whatever you did was really horrible and that isn't what this transaction is even close to.
mam98031
·3 years ago@naqahdriah
This advice by @stuff4divas is EXCELLENT advice. The easiest way to protect yourself, your money and the product.
mam98031
·3 years agoWhat method of contacting Ebay did you use? This can be important.
Try again with the information I will provide you below. Be sure to tell them that they left the FB moments after you shipped the item. They have no way of knowing if there is an issue yet because they haven't received it.
I would suggest that you contact Ebay for Business on Facebook 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/
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/home
For the Payment Team / Managed Payment Customer Service.
https://www.ebay.com/help/selling/getting-paid/start-getting-paid-ebay?id=4795&st=
albertabrightalberta
·3 years agoI'm so sorry that buyer found you.
Be sure to add the buyer to your BBL:
https://www.ebay.com/bmgt/BuyerBlock?&hm=vo.rp73%28%3F310%60%3Eb&hc=1&guest=1
I'm not sure how you reported but I've been successful with problem buyers by reporting through the order and in the dropdown, scroll to report buyer.
naqahdriah
OP3 years agoAppreciate the replies. I saw the buyer report thing but... I am on the fence about using it yet. I figure I'll do as suggested and just see if I hear anything in the next day here. Maybe it is an honest mistake or something (though the history leaves that looking... Unlikely).
I'll have to admit, the turbo speed scammer feedback and their payment still "processing" makes me a touch nervous. I'd thought about just hitting refund, but I'm somewhat doubtful I'd get the item back, and I don't particularly want to mess around with package intercept so... I guess I'll sit on my hands on the feedback for a bit, and hope I didn't just give away my phone in exchange for negative feedback in the long run. 😆
buyselljack2016
·3 years agoOn an $800 item I would have been in the buyer's feedback waaaaaaaaaay before I shipped.
Intercept NOW. $17 vs $800
rugerskick
·3 years agoIts classic scammer technique. Part of it is to confuse you, especially when its done to newer sellers.
a_c_green
·3 years agoGod, no, you do not just hit refund. That hands back the payment immediately, and the buyer would be under no obligation to return the phone.
Given the buyer's bizarre track record on feedback (to both you and others), you should get that package recall/interception moving immediately:
https://www.usps.com/manage/package-intercept.htm
Wait to see where the package ends up. If it's delivered to the buyer anyway, you may be kind of sunk, but at least you will still have his payment (for now). If it's successfully intercepted and returned to you, cancel the original sale as Buyer Requested (which he obviously wanted to do, since he was calling you a scammer), and then refund.
Incidentally, perhaps I missed it, but you did have Signature Confirmation on your shipment, right? That is required by eBay for sales of $750 or higher.
Unfortunately, as a new seller with very low feedback count, you are an absolute magnet for scammers. You should consider selling that phone locally for cash.
naqahdriah
OP3 years agoI did have signature confirmation on it. So the consensus here seems to be that they will get the package and then request a refund from eBay basically?
Ugh, I was hoping to avoid doing in-person for my phone / tablet because I also don't want to get stabbed for a phone, but it looks like my options are pretty slim.
How does a person rack up like 1200 feedback as a buyer while simultaneously doing this to half the people they buy from? I'd think if they were scamming they'd have long been flooded with complaints from all of the other negatives they've left, but I guess not?
Blarg.
soh.maryl
·3 years agoProbably would have waited til I had been able to contact the buyer to reply to that FB, but your reply IS a model of restraint. Just have a feeling that this is a buyer who left that FB for the wrong seller.
inhawaii
·3 years agoI believe ebay will remove that feedback for the reason "stupidity".
Good luck!
femmefan1946
·3 years agoI'd give the situation 24 hours to allow others (including the weird buyer) time to respond.
Then, I'd be contacting Customer Service.
The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.
So don't bother with them.

https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en

https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
It also means you can type up your concerns clearly stating them without getting emotional or confusing the issue with side problems.