Updates to our Feedback Policy

[seller_update@ebay]

What you need to know

We recently shared that we’ve been working to update our Feedback Policy to extend to more situations where removing feedback is warranted. We’re happy to let you know that we’ve revised our policy, and we’ll now remove feedback that sellers may receive in situations that don’t follow these updated policy guidelines. For better clarity, we’ve also updated our Feedback Policy page to clearly list these instances.

What’s changing 

We’ll now remove negative or neutral feedback in the following cases:

• When a buyer asks to cancel an order after placing it and the seller denies their request. Per eBay policy, sellers have the discretion to accept or deny a cancellation request. 

For example: A buyer purchases a set of golf balls but then requests to cancel their order because they found a cheaper set elsewhere. The seller declines the request and the buyer responds by posting negative feedback. Since the seller is  not obliged to accept cancellation requests, the feedback is removable. 

• When a buyer changes their mind about their purchase and references being charged for the cost of an eBay return label.

For example: A buyer purchases a bracelet and after receiving it, they decide it doesn't suit their style and want to return the bracelet. When they realize there will be a charge for the eBay return label, they leave negative feedback about it. Since there were no other issues with the transaction and the buyer's comment is only about having to pay for an eBay return shipping label, the feedback is removable.

To learn more about what’s changing along with a clear list of scenarios where we’ll remove feedback, check out our new Feedback Policy page. To submit a request to have feedback removed based on these guidelines, head to the Seller Help page.

Please ensure that all questions and comments remain on topic. Any off topic posts will be moved to the appropriate board, so they can be answered by Community Members.

Please allow us 24-72 hours to provide an answer to your question.

[thepickinchief]

Thank you for the policy changes. I have one question though. It states “Since there were no other issues with the transaction and the buyer's comment is only about having to pay for an eBay return shipping label, the feedback is removable.”  What if the person only left negative feedback because they had to buy a return label, but they mention something else is wrong simply because they’re upset about the label. Do we have a way to say “In their return request the buyer stated nothing was wrong they just don’t like the style. Now that they’ve learned they must pay for a return label, they’re saying something is wrong with the item.”? Can we fight the feedback in a situation like that?

[seller_update@ebay]

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@thepickinchief wrote:

Thank you for the policy changes. I have one question though. It states “Since there were no other issues with the transaction and the buyer's comment is only about having to pay for an eBay return shipping label, the feedback is removable.”  What if the person only left negative feedback because they had to buy a return label, but they mention something else is wrong simply because they’re upset about the label. Do we have a way to say “In their return request the buyer stated nothing was wrong they just don’t like the style. Now that they’ve learned they must pay for a return label, they’re saying something is wrong with the item.”? Can we fight the feedback in a situation like that?

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Hi @thepickinchief. We recommend specific feedback issues like this be reviewed on an individual basis by our customer service team. 

[thepickinchief]

Ok thank you.

[bdgreatbuy]

80% negative feedback from  amazon  is a extruding way , good that eBay have adopted a more fair way  

[moez_liquidation]

Thank you for updating the feedback policy it is much needed, We as sellers are doing our best to keep customers satisfied, But feedback can set you back. Regarding this new policy, I qualify to have feedback removed.

One feedback the customer was NOT ABLE to change is to neutral or remove it. We both have been in touch he is more than satisfied with the resolution we both sought. Furthermore, he tried to change his feedback and could not do a "revision" or "Removal". This can be confirmed by reviewing the feedback and seeing the customer's reply stating his issue when trying to edit his feedback. Please if someone can look into this.

The second feedback was due to a return label.

Both of these feedbacks fall under the examples given at the top of the article. I have been trying to reach customer service support regarding both feedbacks that should be removed. I can provide further information if needed. 

please if I can get assistance and have both feedbacks removed thank you.

[seller_update@ebay]

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@moez_liquidation wrote:

Thank you for updating the feedback policy it is much needed, We as sellers are doing our best to keep customers satisfied, But feedback can set you back. Regarding this new policy, I qualify to have feedback removed.

One feedback the customer was NOT ABLE to change is to neutral or remove it. We both have been in touch he is more than satisfied with the resolution we both sought. Furthermore, he tried to change his feedback and could not do a "revision" or "Removal". This can be confirmed by reviewing the feedback and seeing the customer's reply stating his issue when trying to edit his feedback. Please if someone can look into this.

The second feedback was due to a return label.

Both of these feedbacks fall under the examples given at the top of the article. I have been trying to reach customer service support regarding both feedbacks that should be removed. I can provide further information if needed. 

please if I can get assistance and have both feedbacks removed thank you.

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Hi @moez_liquidation. We are not equipped to review feedbacks for removal. If you are having difficulty reaching out via phone, may we recommend our customer service on facebook here.

[tand90]

Hello, 

I recently sold tall leather boots , but back zipper was put there just for the fashion , it can't be  really used to put them on.

I note it in my listing description :" Please be advised :  IT IS MADE  THAT ZIPPER CAN'T BE OPEN- IT IS JUST FOR FASHION, YOU PUT IT ON KIND OF LIKE STOCKING ".

The buyer didn't read the description, she bought it  & she left me a negative feed back because of that zipper, she said it wasn't mention in a description, which wasn't the truth. Here is her feed back :

"These are over the knee boots. They have a zipper but DO NOT unzip! There is no way to get these on without zipping them. The seller could have included the fact that they do not unzip… of course, then no one would buy them! I’m the sucker I guess. 🤬"

Was it fair to me ? 

I submitted feed back removal to e-bay & it was denied. Is not it kind of  the same case that was mentioned above ?

Everything  could be easily checked by e-bay employee.  And why it is allowed for the buyer to put some blame on  seller that didn't take place & why e-bay didn't remove unfair negative feed back ?

What should I do in this case if e-bay denied negative feed back removal ?

Please advise.

I appreciate everybody's  attention to this matter.

[maxnroysmarket]

Wonder if these changes will make it easier to remove when a  buyer posts  positive feedback that makes negative comments.  Reviews occasionally resolve this "bad" buyer nonsensical trashing. BUT  These changes DON'T address when a buyer  requests for a cancellation within the 30 minutes "stupidity" time, seller complies and then "bad" buyer is allowed to leaves positive FEEDBACK  and is permitted to rate the seller in the 4 buyer  categories. This  allows an "incomplete" transaction to be dinged by "bad" buyers for 1 star in those categories effectively lowering "feedback" stars ratings . How about addressing that in this millennium?? This has been stated by supervisors to be "irremovable" because it was "positive" feedback.  One can only pray that a sympathetic back office Person acknowledges this "stupidity" of allowing "incomplete" transactions to rate  sellers on this outdated 5 star rating system. A BUYER Canceled Sale SHOULD NEVER BE ALLOWED TO RATE SELLERS. 

[gwjusticestore-est.1888]

It has long been an eBay policy (going years and years back) that a positive feedback that contains negative comments may be removed by eBay customer service at the request of the seller. Since it is a very old rule, and goes back like 15 years, some CS people don't know it and you have to insist and insist and ask for a supervisor. You are forced to waste time on the phone. It is what it is.

Good luck, get on the phone and if you have to read all the terms and conditions until you find that rule. 

bay 

[moez_liquidation]

@tand90 This is exactly what I have been addressing to the eBay team. A buyer can leave feedback just for the heck of it and unfortunately, the percentage feedback plummets, especially when you are starting new and don't have thousands of orders, and feedback one negative one will hurt you severely. seller_update@ebay This is a pure example of what I was stating above. Thanks for your reply by the way. Regarding getting ahold of an eBay representative over the phone that is hard because there is no phone number to contact you have to use the chat and beg the bot to get a representative to call you. I have been down this path multiple times. I still am having issues and am struggling to get answers. I have seen you mentioned to reach out to the eBay team via Facebook. I will try that out and will keep everyone here updated in case this might also help someone else. 

Now @tand90 regarding the issue you are having I have been down that path. Furthermore, I have done everything you can think of to come to a resolution with the buyer to get them to revise feedback or remove it. The truth of the matter is you may come to a resolution with the buyer by maybe offering a coupon or a partial refund or a credit to your store regardless of what it may be just keep in mind they might not hold up their end of the deal. I have been down this path and the customer actually tried to revise or remove the feedback but he was not able to. The option he stated was not coming up for him. The point I'm making is its not always guaranteed that the customer may not remove it or eBay could glitch out and the option may not be available. Hope this helped sorry for the ramble. @tand90 
seller_update@ebay Thank you for helping me.

[ssateneth]

Was there a policy change for requiring BOTH a matching city + zip code for delivery instead of requiring EITHER a matching city OR a matching zip code for delivery? I could've sworn I saw this change earlier today but I can't find the post about it anymore.