Inceptions
Regards,
If a buyer leaves negative feedback stating that the item was never received when you have tracking to prove it was, all you need to do is contact eBay and have them look at the tracking. They will remove the negative.
@fmzip wrote:
That's my point. The seller's time is valuable. They shouldn't have to "call" Ebay. It's painful to deal with Ebay's chat bot assistant first, then to pick a category, then to have 14 more mouse click to "speak with an agent", only to then have that agent provide you links to Ebay's feedback page; only to then hear them say "they'll take care of it", then ultimately having to call Ebay to get the feedback removed.......
Unfortunately, we see this kind of complaint on a regular basis and for myself it is difficult recommending a contact method that doesn't work. It has been well over a year since I saw the "Have us call you" link on the eBay Help & Contact flow despite it being THE recommended way to get in direct touch with eBay.
So if I can see it (not that I would need to use it) I can't recommend it with any level of confidence at all.
Many companies have downsized their phone support services which does not enhance the experience using their products or services. I could name a few that have a phone number to call but the automated phone assistant has the intelligence of a Kindergartner ...
I will say that those of us who support this forum can provide solutions to many issues as long as they do not require access to an account. We have no access to accounts here.
Hi @fmzip
I don't like to have to deal with customer support either - with any company. But if I wanted a negative removed, I would make the time to do it.
As for eBay doing this programmatically... There are millions of sales every day on eBay and millions of feedback comments left for those sales. Humans at eBay do not review feedback comments left unless there is an inquiry. Sellers couldn't afford the fees to pay a staff that large to do what you're asking. A program would have to be able to distinguish between a feedback left for non-receipt versus one left for some other reason and then to retrieve tracking information and determine whether the package was delivered, refused, returned, etc. I don't see anything like that happening in our lifetimes.
I don't work for eBay. I can only explain what they do - not why they do it in most cases.
If you have an IT background as do I, you know there is always a long list of enhancements "out there" for any business. Some have to be done for usability, some to meet competition, some for image, some that would be REALLY nice to have but aren't a priority. There is a whole host of categories. There are costs vs. value to be weighed. The list is constantly being prioritized and re-prioritized over time. For the relatively small number of buyers who leave negative feedback for items that have been delivered, it's highly unlikely an enhancement to handle this programmatically will be done. There are too many enhancements that are prioritized higher in the list.
As for buyer bias...that's normal in the marketplace. The slogan from Henry Selfridge, "Right or wrong, the customer is always right," has been around since the 1800s, and that's the motto successful businesses stand by.
Interesting that you stated you don't work for Ebay as you haven't made a comment that that would suggest any improvement needed for the Seller platform thus far.
Glad you find it interesting, though I don't know why you would. I'm addressing your issue with eBay, not my own. I could give eBay a prioritized list a mile long of changes I would like to see on the site, list all the reasons why, and in most cases, how to do them, but your issue wouldn't be on my list as I've only had to make a call to remove feedback two times I think in 19 years. It's not as if the time I spent to do it took a big chunk out of my life. In fact I spend less time on that than on posting responses to your thread.
Buyer's don't need to make calls.
I respond to questions here everyday, and I can assure you that buyers make contact with eBay all the time. In fact, I would say more buyers contact eBay than sellers since most sellers already know the policies and procedures and have fewer reasons to make contact.
I guess for me, integrity is first and foremost. Protecting someone's name/business is important. One lost sale can turn into multiple lost sales......
Yes. Which is why, since it's the only option available to you, I would make the call to eBay to have the unqualified feedback removed.
it will likely go away once a frivlous law suit is started.....
That's not going to happen. Read here:
https://www.ebay.com/help/policies/member-behaviour-policies/user-agreement?id=4259#section18
This is the Ask a Mentor board where there are a handful of members who respond here. If you would like to start a full blown discussion, I would post over on the Selling board where anyone can post. You'll find plenty of members who just cannot let go of their anguish over a decision made 16 years ago about leaving negative feedback for buyers. 😊
Hi @fmzip
Perhaps I wasn't clear... I made a definitive statement based on my decades of experience working for IT companies in product management, education, and documentation. I didn't tell you anything specific about eBay's process because I'm not privy to eBay's IT processes, but I do know they prioritize their enhancement and bug fix lists. You can hear that from even the low-level customer support reps.
What any member thinks is a priority doesn't mean it's a priority to eBay however. As I mention, there are plenty of members pining away for the good old days when they could slam a buyer with negative feedback (you can probably tell, I'm not one of them), but that ship has sailed. It won't be coming back. Sellers could not stop themselves from giving retaliatory feedback, which made the seller look as bad as the buyer (and often worse). Instead, eBay gave tools to sellers that can actually have consequences for problem buyers as feedback never could (unpaid item strikes and buyer reporting).
If the "success" you are looking for is to find other people who agree with you, then the discussion boards are your best bet. Scroll to the top of this page and click the dropdown arrow next to Buying & Selling and select the selling board.
The primary purpose of this board is to get help and advice with buying and selling questions from experienced fellow members who are well-versed on eBay policies and procedures. Sometimes that help and advise isn't what the OP wants to hear, but that isn't the purpose of this board. We want to help you successfully use the eBay you have, not the eBay you wish you had.
