mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@Anonymous wrote:
@kosmetik.karnival wrote:
Re: FEEDBACK
I sell cosmetics on eBay. I see many neutral and negative feedback comments reflecting the buyer’s unhappiness with the performance of certain products. The comments range from “The color shown is not the same color as the item I received”, “I purchased for my mother who dislikes shimmery lipsticks”, and “Item didn’t work”.
Why are buyers allowed to leave what are obviously PRODUCT REVIEWS instead of feedback comments regarding the actual performance of the seller?
The issue regarding color will never be resolved as long as everyone’s computer monitor is calibrated differently. The other two examples are PRODUCT REVIEWS.
Is there some way to encourage buyers to leave feedback reflecting the seller’s performance, rather than comments about their displeasure with the product itself? If that is not possible, can these feedback comments be removed? It is not fair to hold sellers accountable (and punish them) for buyer’s opinion of the product.
Also, I think NO neutral or negative feedback should be permitted until the buyer and seller first discuss the situation. The seller should be allowed the opportunity to resolve the problem, thereby possibly avoiding a neutral or negative. Most sellers agree that they would be willing to work with the buyer BEFORE the dreaded feedback is recorded.
Thank you for your consideration.
Hi @kosmetik.karnival, while I understand that comments about the product itself can feel separate from the buyer's experience with you as a seller, this feedback does still hold value for you. If you are seeing a pattern of confusion about item details, it may benefit you to make changes to you titles or descriptions to minimize these issues. Remember, feedback is not a factor in your seller performance review and serves only to provide you with data that can help you grow your business.
Some comments can be removed in limited situations and our Customer Service team would be happy to review for options. When this isn't possible, you can consider reaching out to your buyer to resolve their concerns and once they have been addressed, you can see if they would be willing to revise their feedback.
Additionally, if you have met the requirements to be a PowerSeller, feedback can only be submitted after 7 days. This gives the buyer and seller time to address concerns and turn experiences around when there is a problem.
That raises another question for me. When Ebay phases out the PS program, since it doesn't have a lot of value anymore, will TRS still be able to get the 7 day FB lag time?
@mam98031 wrote:
tyler@ebay wrote:
@mam98031 wrote:
I was doing my shipping this morning and one of my sales was to Puerto Rico. Ebay has this labeled as an international sale. Why?
In Ebay I can not print a shipping label to Puerto Rico, the rate is shows if fine, but the "continue" button is not active and therefore I can not print / create the label.
I then went to PP to print the label and I can't do it there either. It says "Select Country Not Supported".
Help!!
Hi @mam98031! There isn't an official reason why you'd run into an issue in printing a label for Puerto Rico, but check the buyer's input address. In many cases I've seen that a city name or state abbreviation can be input twice in a field, and once removed the label process reverifies and allows you to proceed.
If you run into troubles still will you tag me in a thread and I'll see what more troubleshooting we can do!
Well that worked, thank you. You are correct, they had PR in their twice which messed things up.
BUT, Ebay is still considering it an International Sale and therefore requiring custom forms. Why?
Hi @mam98031 - I know that it can be an issue that happens from time to time with some territories, PR most commonly. I'll get it reported to the label team.
It shouldn't require a customs form, but our label flow can force you through it anyway. Either way you shouldn't have an issue with it at the post office!
@mg152 wrote:
I need clarification on something.
I see people all the time in Facebook groups that say “I sold a widget & cant find it what do I do?”. I tell them to cancel & take the defect but I often get nasty comments cause others tell the poster to “get” the buyer to cancel to avoid defects. This is wrong & dishonest right?
I’m right that they should not “trick” the buyer into canceling to save their own behind?
It’s a problem & id like to be able to say per eBay cancel & take the defect. Thank you!
Hi @mg152 - we encourage you to select the appropriate reason for a cancellation, and we take reports of members misusing cancellation reasons seriously.
I hope that helps!
@automotivepartsrecyclrs wrote:
We are confused on this Free Returns program:
If a buyer buys a item for $2.00 with $1.00 shipping for a total of $3.00 then requests a return will they be refunded the original $1.00 for shipping? No case just a regular return.
If so it seems like buyers would be able to purchase and return without any out of pocket expense. Kinda like renting or borrrowing a item.
Hi @automotivepartsrecyclrs, a full refund is expected when a buyer returns an item and this includes original shipping costs. While I understand that this is a loss for a seller, the overall benefits of offering free returns typically outweigh this. Free returns are optional so each seller will need to determine if it fits their business model. I suggest giving it a try for a few months to see how it works out and then making a decision based on that data.
@mam98031 wrote:
brian@ebay wrote:
@mam98031 wrote:
I need a little clarification on this Community rule.
Do not advertise items, listings, services, or commercial websites, including offers to trade, "wanted" posts, petitions or solicitations. Members are not permitted to tell others to stop selling on eBay or to leave eBay for any reason to include naming or posting links to off-eBay sites, groups or forums, for more information, click here. For more information about our Want Ads and Trades policy, click here.
Is this telling us that we are not allowed to post words like Amazon, Etsy, Stamps.com, etc. Or is it saying I'm not allowed to post links to these other sites?
Hi @mam98031, I noticed that this question came up in another thread today. I very recently replied in that thread with more clarity on this Community guideline and you can view it here.
Thank you, that was very helpful. So that I'm clear, it is ok to uses these other sites names as long as we aren't posting links or encouraging others to take their sales to those other sites.
So if I'm discussing something on a thread, I won't get in trouble for merely mentioning Etsy or Amazon. Nothing more, just mentioning.
@mam98031, that's correct, you can mention other sites as long as you are not encouraging others to go sell on or leave eBay.
