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Blocked Buyer

In March I had a buyer buy some items from me.  They received them with no issues.  Beginning of April they buy some more items from me.  I get a message from the buyer after they received the items saying that they were very upset and disappointed because 2 of the items were not what they were expecting.  I sell DVDs CD, Books  and 2 of the DVDs they ordered were "DISC & CASE ONLY".  This is very clearly marked on the listings and it is mentioned a few times in the listing that there is no artwork.   I even list these items in Acceptable condition.  They were upset because they didn't know they were disc only.  I decided to just refund the buyer without trying to argue with them.  And after seeing the tone of their message and checking the feedback they left for others I decided to block them from buying from us again.  BIG MISTAKE!

A few weeks later I guess they had tried to buy from us again because they left feedback on the first order they placed in March , (not sure why they picked that order). They had bought 10 items so they left negatives on all of them.  They said I was a toxic seller, buy from someone else and said I banned them because they contacted me etc..   

I contacted Ebay to see if they would remove the feedback.  They only removed 4 saying the other 6 didn't violate the guidelines.  All the Feedbacks said a variation of the same thing.   I have contacted Ebay customer service 2 times about this but they said they can't do anything and repeated that the feedback doesn't violate guidelines.

I am pretty sure this affected our sales because they have basically ground to a halt..  I have contacted the buyer and asked if they can revise the feedback but I have got no response.

I just think it sucks that the one thing Ebay sellers can do to protect ourselves, blocking people, can backfire on us.

Message 1 of 38
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37 REPLIES 37

Blocked Buyer

You might have used up your feedbacks revisions. You have 32 revised feedbacks.

You are allowed 5 feedback revisions per 1000 in a 12 month period....these include neutral as well as negative. So, I wouldn't question any neutrals in the future.

I am only allowed 5 revisions at the moment and haven't used any of them yet.

"Toxic" is a word that buyers shouldn't use and I don't think they can in feedback...you used up your feedbacks revisions unfortunately...which you can revise yourself. I also think customer service...those that may not understand that word trying to help you on the phone don't understand that word. Might want to call again explaining the definition to them.

And you can refund this buyer and ask for feedback revisions on his end. I know it might be a lot of money but it's up to you. 

 

Message 16 of 38
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Blocked Buyer

I have around 9 revision requests  left.   Also those revisions are only used if you ask the buyer for a revision, not if Ebay removes the feedback.

I have chatted with customer service a few times and they have said the reason they won't remove them is because they don't violate the guidelines.  Although 4 of the apparently somehow did.  

 

I did refund the buyer for the 2 items he wasn't happy with and that was a few weeks before he left the negative feedback..

Message 17 of 38
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Blocked Buyer

Those can all be removed but not with overseas call center help.

 


Tittwer or FB ebay for business

Message 18 of 38
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Blocked Buyer

I did contact FB Ebay and they told me the same thing has ebay customer support

Message 19 of 38
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Blocked Buyer

Well that stinks that they removed the comment but not the neg. If the wording was eligible for removal then the neg rating should have been also. Sorry you are having to deal with this.

Message 20 of 38
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Blocked Buyer

Yeah that is what I remember hearing some time ago but I had no first hand experience with it. It is good to know that leaving a reply does not render it ineligible for removal.

Message 21 of 38
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Blocked Buyer

yeah that part does not make sense..  

Also they removed 4 feedbacks completely but they all said the same thing..  no one can tell me why those were removed and not the others...

Message 22 of 38
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Blocked Buyer

So I just tried contacting Ebay twitter and got the same spiel.  🙄  They keep saying it doesn't violate guidelines and can't tell me why the other 4 were removed..

I guess I will just have to live with the feedback.  It just bugs me because I bend over backwards for my customers..

Message 23 of 38
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Blocked Buyer


@inhawaii wrote:

General reply.

Some people/sellers say/think that once you reply to a negative feedback it can't be removed.

This is not true.

It can.

 

 


I agree but it depends on your response, many times a seller responds with a comment that is essential shooting yourself in the foot, it can make you look worse than the buyer and lowers the chance eBay will remove. On the other hand a calm quality reply to a neg can actually increase your chances that eBay will remove.

Paranoia strikes deep
Into your life it will creep
Message 24 of 38
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Blocked Buyer

Live and learn. We NEVER block a buyer until at least 60 days have elapsed from the date of his last purchase UNLESS he has perpetrated fraud. After 60 days, he cannot leave feedback.

 

But we try to screen potential buyers BEFORE they order. Many backbreaking buyers almost always message us prior to placing an order. This works to our advantage because we can check their feedback left for others. If they have left negs for multiple reputable sellers, we block them.  Or if they make a $500 offer for a $2,000 coin that is worth $1,600 wholesale, we block them. Or if they seem unreasonable in another way, we block them. 

 

But some backbreakers will just order without contacting you first. You will then need to endure their abuse until you can block them without fear of receiving a retaliatory neg as explained above. 

 

But even if you block someone, he can still order through another account. You may want to message anyone whom you have just blocked with a warning that you will not accept any future orders from him from any of his accounts. If he sneaks in an order anyway, cancel it and have Ebay remove any retaliatory negs that the may leave. 

Message 25 of 38
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Blocked Buyer


@super_sunny_sales wrote:

In March I had a buyer buy some items from me.  They received them with no issues.  Beginning of April they buy some more items from me.  I get a message from the buyer after they received the items saying that they were very upset and disappointed because 2 of the items were not what they were expecting.  I sell DVDs CD, Books  and 2 of the DVDs they ordered were "DISC & CASE ONLY".  This is very clearly marked on the listings and it is mentioned a few times in the listing that there is no artwork.   I even list these items in Acceptable condition.  They were upset because they didn't know they were disc only.  I decided to just refund the buyer without trying to argue with them.  And after seeing the tone of their message and checking the feedback they left for others I decided to block them from buying from us again.  BIG MISTAKE!

A few weeks later I guess they had tried to buy from us again because they left feedback on the first order they placed in March , (not sure why they picked that order). They had bought 10 items so they left negatives on all of them.  They said I was a toxic seller, buy from someone else and said I banned them because they contacted me etc..   

I contacted Ebay to see if they would remove the feedback.  They only removed 4 saying the other 6 didn't violate the guidelines.  All the Feedbacks said a variation of the same thing.   I have contacted Ebay customer service 2 times about this but they said they can't do anything and repeated that the feedback doesn't violate guidelines.

I am pretty sure this affected our sales because they have basically ground to a halt..  I have contacted the buyer and asked if they can revise the feedback but I have got no response.

I just think it sucks that the one thing Ebay sellers can do to protect ourselves, blocking people, can backfire on us.


Can you clarify? You said the description said "disc and case only" but the buyer was upset they got the disc only. Did you not send a case? 

Message 26 of 38
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Blocked Buyer

We rarely have people message us before they order.  I guess because we sell media items..

Message 27 of 38
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Blocked Buyer

This was the second time this person had bought from us.  After the message they sent I checked the feedback they left for others and knew they might be an issue.  I wanted to block them from buying from us again.   I assume that they left the negatives after they tried buying from us again and found out they couldn't.  So I think it was a good call on my part to block them..

 

I have never really had an issue with blocking people before.  I just think it is really unfair that we can get negative feedback for blocking buyers..

Message 28 of 38
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Blocked Buyer

yes, I sent a case.  They even included pictures in their message of the case... I am not sure what they were expecting.. 

This was their message.. "Very disappointed to get this movie without the advertised case.  I specifically only purchase movies with their cases. It's cheaper to buy disc only. I want a refund for this and the other movie you sent without matching case."

 

What is funny is that I checked the prices of the two Disc only movies they got and what they paid for mine were way cheaper..  

Message 29 of 38
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Blocked Buyer

they had purchased multiple DVDs in the same purchase and those two were the only ones that said "DISC & CASE ONLY"

Message 30 of 38
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