Cannot reply to feedback - app + website

[ortilev]

I see this problem reported back to 2022 not sure if it's ever been resolved.

I am trying to reply to negative feedback received by a buyer who both did not contact me for a refund as well as did not reply to my offer for a refund if he would explain the actual issue with the product he received.  I can't help someone that won't let me help them.  

However reply button on feedback page simply refreshes the current feedback page and doesnt let me actually reply. 

Help?

[ebooksdiva]

Why do you need to reply to feedback? Why not try to have it removed instead? Feedback Removal tool 

[eburtonlab]

Which browsers have you tried? Any difference if you try another?

[klhmdg]

Buyers dont need to contact you before leaving Negative FB.

The issues with the product are in the negative FB.

The biggest issue is you state it is New and dont disclose it is opened.

The AI descriptions, flowery nonsense, are not helping you.

Write your own descriptions and be honest of all defects. Doll collectors can be very picky.

Having No Returns is also not helping. Had you had a return policy the buyer may have just asked to return it. Some buyers see No Returns as they are stuck with it so they reach out with Negative FB.

I would try clearing my cookies and see if that helps with the FB reply.

[sugarnspice777]

I read the listing, they did not pay for 2 day, it was fed ex ground. So they got that wrong. Certs are not always perfect, they are crammed in. Also, it may have been loose tape on bottom.  So you can try tomorrow with the reply feedback, they are ALWAYS messing with something here, so may be a temp glitch, but in the meantime I would try to get the feedback removed. You never know, have them check the shipping etc..

[product2people]

I'm having the same issue. Can't reply to or request revision of feedback, I have 1 negative in which the buyer agreed to revise the feedback, but when I click "Request Revision" or "Reply" it just refreshes the page and doesn't do anything, Any solutions? 

[wastingtime101 · Accepted solution]

Hi @ortilev @product2people . I've seen several sellers report this the past few days. I was able to replicate the issue and I filed a tech report. I suggest you do the same. It's fast and easy and eBay does review these reports. The more people reporting, the higher priority the issue will get in the fix queue.

Also tagging in people asking about this on the ask a mentor forum: @flcoasttopshop @einnejjja @bigbey 

Options through the app:

1. Shake your device while the app is open and that will trigger the option for you to file a tech report or submit feedback on product features.

2. Anywhere you see the three dots or the ? you can tap on that to file a report. Screenshot below.

On the web:

Click the ? icon on the bottom right corner of almost any eBay page and that will trigger the option to file a tech report, submit feedback to eBay, and more. Screenshots here.

[flcoasttopshop]

I've reported it three times, and still no response or fixes. Is there no customer/seller support phone number to call??

[flcoasttopshop]

I'm replying to positive feedback. I'm just trying to keep a personalized experience with my customers to let them know how much I appreciate their business. 

[christworks]

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@ebooksdiva wrote:

Why do you need to reply to feedback? Why not try to have it removed instead? Feedback Removal tool 

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There is nothing in that feedback that violates eBay policy. At best the OP may could get eBay to edit out the part about the buyer paying for 2-day shipping. They are not going to remove it as it represents their takeaway from this buying experience and they've not violated eBay policy. 

I agree with @klhmdg. I also see the OP has another negative feedback where the buyer specifically mentioned the OP did not respond to their issue and they had to get a refund from eBay. 

[wastingtime101]

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@flcoasttopshop wrote:

I've reported it three times, and still no response or fixes. Is there no customer/seller support phone number to call??

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Contacting CS will be a waste of everybody's time as they can't do anything to help with this error other than file a report. You can much more quickly file the same report yourself using the ? icon on the bottom right of the page and - bonus - no need to worry about whether the CS rep understands the error you're describing.

I saw this issue start cropping up on Fri or Sat and stuff like this is not addressed over the weekend.

Add to that a lot of eBay staff is probably playing catch-up since they had eBay OPEN last week, so items like this may not get immediate attention.