Why does eBay always contradict what they said previously?
I can honestly say that nearly 9/10 times that I have to call/msg eBay, I have to do it more than once and the next person always says that the last CSR told me the wrong thing. This latest one is really making me upset though because it's showing clear problems with how eBay deals with sellers: we got negative feedback that fell under the removal guidelines for "meaningless" since the customer reported no issue to us, no request was open, but they left negative feedback that was only two dash marks - a clear case of meaningless feedback as ever saw and looked like a typo pocket dial mistake honestly. We replied back politely to the feedback. We tried to get it removed citing the guidelines but it was denied in a minute - we all know no one reviewed and actually paid attention. So we then called eBay and eventually got a supervisor whom was agreeing about the meaningless part but then informed us the customer responded to my reply & not only used verbally abusive language (she called it that) but also was clearly talking about another order they made. So the supervisor says it needs to be removed for the three things mentioned above and when I said I was worried that per always, nothing will happen, she guaranteed me that if they denied it she would followup until it was removed. Two weeks later still nothing, so I messaged eBay, (and right after being told despite knowing a recent return request was falsely opened that we would just have to deal with the return anyways), I got a supervisor who didn't help me with any of my concerns and then when I told them about this feedback issue they immediately said they see denials and they wouldn't help regardless of what the last supervisor said. Honestly, we really feel because we fight hard for the protections we pay a lot in fees for, eBay isn't treating us fairly because the above makes no sense. They've done similar things in the past to the point that we have a 97.5% (still much higher than Ebay's BBB rating) and some of that was because I was in the hospital deathly ill but the same supervisor told me I should've replied to the buyers despite the emergency issue? I dunno, I just feel really like eBay isn't giving us the protections we deserve and starts acting worse the more you point it out. And with the federal cases that just happened, I can't help but worry that there is retaliatory environment running in eBay, and we aren't getting help because we bring up the lack of protections too vocally for their liking, but when eBay is the million dollar company, I feel they should keep their word when they say it and also give the protections promised, no matter the excuse. I'm feeling so hopeless and burned out from how things are going on here as both a seller & buyer and I just think years of being a loyal customer and seller should mean something, and what better way than keeping ones word and giving the protections clearly defined. And how can we ever be successful on here if we are told the wrong thing apparently almost every time, at least by what eBay tells us? I've supported this company since I was old enough to order online and it just feels like we the people who make up what is eBay don't matter or something - at least, being hung up on a bunch, consistently told "the wrong thing" and having to deal with negative feedback that supervisors admit wasn't even for us is making us feel that way. My main partner doesn't even want me to do it anymore because he says it's getting to be to much for my health and if the trend continues, I might have to. I hate to give up on something we work so hard on - we always give hand written thank you notes & freebies that go up as the price of purchase goes up, we package with extreme care and try to make eBay look their very best - why don't they have our back on the above? If the feedback isn't for us, then why are we having to keep it? The only answer I have is so they can charge the extra fees. Prove me wrong but that's what it looks like to all my partners in our lil' virtual yard sale.
rugerskick
·10 months agoI think if they didn't contradict themselves, most people would believe they weren't talking to the real Ebay, and instead were talking to imposters posing as Ebay.
toysaver
·10 months agoIt's more important you take time to read and understand policies, procedures and agreements before calling or messaging customer service. The answers are always right in front of your eyes. The answer may not be what you want to hear or what you think is fair but is there in B&W.
If your parents told you the world was fair they lied.
onefootflipper
·10 months agoIt boggles my mind that someone has called ebay on the phone so many times that they are able to say 9 times out of 10 about it.
In 30,000 sales (multiple accounts) I have never once called ebay. They have called me 3 times, twice it was a nice young lady wanting to help me optimize my promoted listings and once it was the shipping supply team wanting to send me their new card shipping supplies so I could show them on my youtube channel.
collectintime
·10 months agoToy Saver, since the answers are right in front of your eyes in black and white. Would you answer my question? When is the entire negative feedback removed and when is only the comment removed? Sellers need to know this policy since if the negative is going to stay and just show some dashes for the comment, I, as a seller would rather have my reply posted with the buyer's negative. When a possible buyers reads what, in this case, the buyer left as a buyer, he would look foolish, but that big red spot would still be there. In the past 25 years I have had three negatives removed, so I had no idea only a comment could be removed. SELLERS NEED TO KNOW THE RULES.
mam98031
·10 months ago@collectintime
As I said in an earlier post: IDK why they just removed the comment and not the red mark on your account. That is something you'd have to take up with Ebay. As I suggested in my other post that you felt didn't give you useful information, try Social Media for help. They have some very good CSRs there. I'm pretty sure that no one posting has any ability to help you get that removed, only Ebay does. And if you get a reason for why this happened, PLEASE come back and share it with us as I've seen this happen for a few sellers over the years.
On 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
broto_64
·10 months agoHave you ever, as a buyer, had a terrible experience with a seller on ebay...
Left negative feedback...
And had it removed barely a few days later?
Try and relate to that feeling.
Because it has happened to me, more than once even.
As a buyer that is such a deflating feeling I can absolutely guarantee there exist buyers who have left ebay for good, and just because of that. Those sellers are manipulating the system for their own gain.
You speak of unfair negative feedback...
I feel all negative feedback left on my selling account is unfair to me.
Should it be removed?
Ask the buyers who left it.
collectintime
·10 months agoI have received some broken items that buyers have refunded me for. I had no ill feelings for the buyer, and I had no reason to want to "get them." I have also had a few items that were not as described, but when I politely spoke to the seller as a reasonable human being, they understood and refunded after I returned the item. Broto, it is hard to get a negative removed. It must be a very specific reason to remove it. And... by the way, if I had left a negative for a seller, I would not be checking back to make sure it was still there. I would have said what I had to say, and that would be that.
You say people have left eBay because their negative feedback has been removed, I would think that would be a strange thing to do, but if you say so, not sure how you would know this.
You speak of your selling account and the negatives there are unfair, but just ask the buyer. Do you ever sell anything?
chapeau-noir
·10 months agoEntire post:
I can honestly say that nearly 9/10 times that I have to call/msg eBay, I have to do it more than once and the next person always says that the last CSR told me the wrong thing.
This latest one is really making me upset though because it's showing clear problems with how eBay deals with sellers: we got negative feedback that fell under the removal guidelines for "meaningless" since the customer reported no issue to us, no request was open, but they left negative feedback that was only two dash marks - a clear case of meaningless feedback as ever saw and looked like a typo pocket dial mistake honestly. We replied back politely to the feedback. We tried to get it removed citing the guidelines but it was denied in a minute - we all know no one reviewed and actually paid attention.
So we then called eBay and eventually got a supervisor whom was agreeing about the meaningless part but then informed us the customer responded to my reply & not only used verbally abusive language (she called it that) but also was clearly talking about another order they made. So the supervisor says it needs to be removed for the three things mentioned above and when I said I was worried that per always, nothing will happen, she guaranteed me that if they denied it she would followup until it was removed.
Two weeks later still nothing, so I messaged eBay, (and right after being told despite knowing a recent return request was falsely opened that we would just have to deal with the return anyways), I got a supervisor who didn't help me with any of my concerns and then when I told them about this feedback issue they immediately said they see denials and they wouldn't help regardless of what the last supervisor said.
Honestly, we really feel because we fight hard for the protections we pay a lot in fees for, eBay isn't treating us fairly because the above makes no sense. They've done similar things in the past to the point that we have a 97.5% (still much higher than Ebay's BBB rating) and some of that was because I was in the hospital deathly ill but the same supervisor told me I should've replied to the buyers despite the emergency issue? I dunno, I just feel really like eBay isn't giving us the protections we deserve and starts acting worse the more you point it out. And with the federal cases that just happened, I can't help but worry that there is retaliatory environment running in eBay, and we aren't getting help because we bring up the lack of protections too vocally for their liking, but when eBay is the million dollar company, I feel they should keep their word when they say it and also give the protections promised, no matter the excuse.
I'm feeling so hopeless and burned out from how things are going on here as both a seller & buyer and I just think years of being a loyal customer and seller should mean something, and what better way than keeping ones word and giving the protections clearly defined. And how can we ever be successful on here if we are told the wrong thing apparently almost every time, at least by what eBay tells us?
I've supported this company since I was old enough to order online and it just feels like we the people who make up what is eBay don't matter or something - at least, being hung up on a bunch, consistently told "the wrong thing" and having to deal with negative feedback that supervisors admit wasn't even for us is making us feel that way. My main partner doesn't even want me to do it anymore because he says it's getting to be to much for my health and if the trend continues, I might have to.
I hate to give up on something we work so hard on - we always give hand written thank you notes & freebies that go up as the price of purchase goes up, we package with extreme care and try to make eBay look their very best - why don't they have our back on the above? If the feedback isn't for us, then why are we having to keep it? The only answer I have is so they can charge the extra fees. Prove me wrong but that's what it looks like to all my partners in our lil' virtual yard sale.
dhbookds
·10 months ago@chapeau-noir Thanks for the breakdown....... and I take from it, the basic question is why didn't ebay remove the neg....... I think the answer is below.......but the CS just don't have the knowledge/expertise/time to explain.... Ebay did mention changes in feedback sometime recently, and, at the same time, added the automatic feedback, I presume as "compensation" for not removing negs as easily as before.
bans fake reviews, buying positive or negative comments, and suppressing negative reviews. It prohibits businesses from misrepresenting reviews as independent when they are not, and requires clear disclosures for insider or incentivized reviews. Ordinary consumers are not liable under the rule, which only applies to the conduct of businesses and influencers.
@collectintime for your info......
mam98031
·10 months ago@dhbookds
Just to add to what you've said. Here is the link to what the FTC is saying.
https://www.ftc.gov/news-events/news/press-releases/2024/08/federal-trade-commission-announces-final-rule-banning-fake-reviews-testimonials
collectintime
·10 months agoWell, these people who don't want to read your post, but then comment seem a bit bizarre to me. I read it, and I feel your pain. I have a similar situation.
(Look you people who have trouble reading, I have broken into paragraphs to help you!)
I have contacted the department which accepts no phone calls, emails only because I have come to the conclusion that it is strictly an AI only department. I have asked would you please let me know the new negative feedback removal policy. Tell me WHEN you remove the entire negative, as done in the past, and when just the comment is removed. I get strange answers that have nothing to do with my question. There seems to be no policy by eBay.
I did thoroughly read the eBay policy and found they are following some other selling sights that feel the buyer has the right to express himself under all circumstances. Do you find it strange that the seller is not allowed to express himself under ANY circumstances unless positive, but the thieves can keep stealing and the mean spirited can keep up their troll like behavior.
The seller is told that this buyer can be reported. How many hundreds of reports must be made before the buyer is taken off eBay? This seems to be another eBay mystery.
So my conclusion, don't call eBay if you get, as I did, one negative with 4,500+ positive feedback, just reply and the complainer will look to be the vindictive, angry person they truly are. When the comment was removed for me, it also took out MY reply, and I am not allowed to leave another though I was told by eBay agent, add your reply again, you can do that. NO you can't.
If nothing else, eBay, notify your agents and supervisors of the rules. If they don't know, it is OK to say, I am sorry, I don't know, rather than making it up as they go.
mam98031
·10 months ago@collectintime
I'm one of those "you people". I did not offer any advice to the OP except to tell them that reading a wall of text is very difficult.
I'm happy to hear that you don't have any problem reading a wall of text. That is wonderful for you. Are you of the opinion that because something does not create any kind of issue for YOU that it doesn't for anyone else?
"I have contacted the department which accepts no phone calls, emails only because I have come to the conclusion that it is strictly an AI only department." That is not the reason for no phone calls. Ebay has not had a Call Center since the Pandemic. But there are several ways in which to reach Ebay for Customer Service, so anyone that wants to reach them, can.
This is a very good link to learn about the recent changes to the Feedback policy.
https://www.valueaddedresource.net/removing-ebay-feedback-just-got-harder/
Now if you need to report a buyer for something. Here is the link for that.
https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084
If you need to contact Ebay, here are your options.
On 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
collectintime
·10 months agoThank you, but most of that had nothing to do with anything I was commenting on. Perhaps you can answer the two questions that I had.
What is the criteria used by eBay to completely remove a feedback that is negative and not just the comment?
And… When a seller asks for a negative to be removed, since the criteria should be very clear cut, shouldn't the seller be advised that only the comment will be removed?
(There is not even a statement by eBay saying: this comment was removed for violating eBay policy.)
I would love and appreciate anyone who could answer these questions.
mam98031
·10 months agoWhy would I or anyone else want respond when you insist on being rude.
What I posted did address what you said and I even quoted your statements.
Clearly you didn't read what I posted or the links I provided. If you had, you would have asked me to answer something again.
"What is the criteria used by eBay to completely remove a feedback that is negative and not just the comment?"
If the negative feedback posted is 100% against the Feedback Policy, then Ebay will remove the entire Feedback. If only a portion of the feedback posted breaks the Feedback Policy, then Ebay will notify the buyer to revise their feedback. If the buyer chooses not to do that, then Ebay will remove the entire feedback.
IDK why they just removed the comment and not the red mark on your account. That is something you'd have to take up with Ebay. As I suggested in my other post that you felt didn't give you useful information, try Social Media for help. They have some very good CSRs there.
collectintime
·10 months ago"What is the criteria used by eBay to completely remove a feedback that is negative and not just the comment?"
If the negative feedback posted is 100% against the Feedback Policy, then Ebay will remove the entire Feedback. If only a portion of the feedback posted breaks the Feedback Policy, then Ebay will notify the buyer to revise their feedback. If the buyer chooses not to do that, then Ebay will remove the entire feedback.
Thank you for this answer, but this is not at all what happened, and I have emailed and spoken to many of these people to no avail. I prefer not to have any social media, but a few years ago, about something, I can't remember what, a knowledgable mentor, told me to contact through Facebook, so I signed up and went there . It was simply more cut and paste. I have given up on getting this negative changed. I just want for myself and other sellers the true answer of what really happens. As you can see by reading what people think about this situation, no two answers are the same.
mam98031
·10 months agoYou don't have to be actively on Facebook with an account to contact Ebay customer service there.
I'm with you. I do not use Facebook for personal purposes, but I set up an account years ago so I could contact Ebay using this method. I never let my account go public. It only has the basic info they require to have an open account.
collectintime
·10 months agoI appreciate your time and effort. Thank you
broto_64
·10 months agoThe issue here...
If anyone knew the exact answer to your question, it would inevitably lead to certain sellers using that information to exploit vulnerable buyers. Knowledge is power, and that power can lead to corruption.
Bad actors are the reason such information isn't readily available.
Most of us can glean bits and pieces through years of experience in dealing with "the system," we learn after time the ins and outs of transactions gone a certain way have a certain outcome, usually... But what holds true today may not hold true tomorrow, ebay makes quarterly changes, something which many of us have found, pays to read the messages (in my case I come here to read the highlights as someone always posts)...
And that is probably the best most of us can do.
collectintime
·10 months agoBroto, could you please give me one example of how a seller could exploit buyers? Just one will be fine. I have never heard that knowledge is a negative thing. I have heard that a little bit of knowledge is a dangerous thing, and absolute power corrupts absolutely, perhaps you have those two adages confused?? People with the knowledge needed can make better decisions.
Perhaps, you had a negative removed because you did not give the seller a chance to make it right? I don't know why it was removed, but it is not easy for a seller to get a negative removed.
Did you go back and check everyday to make sure it is still there? That seems rather mean spirited.
mam98031
·11 months ago@muchloveria_6
I am sorry you are experiencing so many issues. It is very hard to read a wall of text, so I haven't read your entire post. If you'd like to break it down with paragraphs, it makes it so much easier to read and you may get more members posting and hopefully giving you some good information. I wish you the best of luck.
broto_64
·11 months agoI will piggy back on that last reply to say, you will get more correct answers in this community than over the phone with ebay CS agents. For one we're volunteers not bound by metrics that ding us or give us bonus points for giving certain answers (whether true or not). We don't mind telling you like it is for us so welcome to the forums, stick around.
soh.maryl
·11 months agoSorry to learn that you're having problems with eBay.
If you need to post a message here again, please keep in mind that breaking it into paragraphs make it easier to read.
Some of the replies you have left to negatives put you in a bad light more than the actual negative did. Hope you will keep that in mind in the future.
Another point is that many problems encountered on eBay can be resolved without contacting CS. Feel free to come here and ask.
m60driver
·11 months agoWell there is your problem. I have been selling on Ebay for decades and can count on the fingers of one hand how many times I have contacted CS. Best to work things out for yourself and just accept the occasional loss.
ten_o_nine
·11 months agoWe replied back politely to the feedback.
---------------------------------------------------------
It looks like they removed your reply to the feedback instead.
slati_2013
·11 months agoI tried reading what you wrote but gave up. Bottom line, eBay's site, eBay's rules. I think you are worrying too much about that feedback. Usually when you see dashes under a negative it means something inappropriate was left and was deleted by eBay but the negative remains. Even if that was the feedback left, it is the buyers opinion. They don't have to explain themselves.