Can we do anything about feedback like this?

[masterseven]

Hi.   This feedback was left for me just under a year ago.  I don't necessarily expect anything to be done about it now, but I just discovered this forum again and thought I would ask for the future.

Does eBay help us sellers in any way at all when it comes to objectively unjustified feedback left by buyers?

"Objectively Unjustified" - What does that mean, you ask?  Happy to explain."

It is feedback, usually negative but in my case neutral, that is left for reasons that are completely invented, for example: not fulfilling a promise that was never made.

My buyer left this feedback:  "no hardware included, shipping time was too long and shipping price was high"

Cooooooool.  Okay, so.  First of all, this was for a display case made out of acrylic plastic.  I don't sell them anymore but only just stopped since selling them since 2012.

My Listing said very clearly that hardware was not included.  My item shipped WELL within the timeframe I attach to the listing.  AND the buyer knew the shipping price before he bought, it was a flat rate right there in plane English.

Could I have complained to eBay or do they just completely not care about us?

[turquoisetulips]

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@masterseven wrote:

Hi.   This feedback was left for me just under a year ago.  I don't necessarily expect anything to be done about it now, but I just discovered this forum again and thought I would ask for the future.

Does eBay help us sellers in any way at all when it comes to objectively unjustified feedback left by buyers?

"Objectively Unjustified" - What does that mean, you ask?  Happy to explain."

It is feedback, usually negative but in my case neutral, that is left for reasons that are completely invented, for example: not fulfilling a promise that was never made.

My buyer left this feedback:  "no hardware included, shipping time was too long and shipping price was high"

Cooooooool.  Okay, so.  First of all, this was for a display case made out of acrylic plastic.  I don't sell them anymore but only just stopped since selling them since 2012.

My Listing said very clearly that hardware was not included.  My item shipped WELL within the timeframe I attach to the listing.  AND the buyer knew the shipping price before he bought, it was a flat rate right there in plane English.

Could I have complained to eBay or do they just completely not care about us?

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Unless I'm mistaken that feedback should be vanishing soon  if it was left just under a year ago . Did you respond to this FB  under when it was left ? Sometimes a polite response  just stating the facts is the best  way to go . Tulips

[myangelandmyprincess]

Based on the Information given it doesn’t seem it would have qualified for removal 

[orangehound]

There are several circumstances in which eBay will remove neutral or negative feedback ... but, it is pretty rare for eBay to remove feedback that is commenting on customer service opinions, since that directly relates to you.

Obviously, the best way to avoid negative feedback is to always provide A+ customer service, including fast shipping and not over-charging for shipping & handling.

We all hate negative feedback.  If you can't get it removed by eBay, then the best remedy is simply to respond in a way that is positive, non-accusatory (do not attack the customer), but yet somehow communicates that the feedback is from a crazy person.  🙂

For example, your reply to the comment above could be

Sorry the description wasn't clear to you.   Check out our other great feedback!

[tanew-768]

The time to try and get it removed was when it happened...

[mypostingid15]

If they said you were the best seller on ebay, that would also be objectively unjustified!

[luckythewinner]

@masterseven wrote:

 "no hardware included, shipping time was too long and shipping price was high"

My Listing said very clearly that hardware was not included.  My item shipped WELL within the timeframe I attach to the listing.  AND the buyer knew the shipping price before he bought, it was a flat rate right there in plane English.

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(To those readers who haven't checked - it was a neutral, not a negative. )

1) The buyer did not say you missed your shipping timeframe - he simply said it was too long.

2) The buyer did not say he did not know your shipping charge upfront - he simply said it was too high.

3) The buyer did not say that hardware was supposed to be included - he simply said there wasn't any.

4) You say "My Listing said very clearly that hardware was not included". But that listing is still visible via a Google search, and it says absolutely nothing about hardware.

All that aside ... no, this feedback does not qualify for removal.