Cancellation request through neutral feedback

[meekus]

Hey all,

I have a question about what course of action to take when a buyer has used the feedback tool to request a cancellation, giving neutral feedback in the process. 

I am selling some items through pre-order. Title and description both specify this. Handling time is adequate. With this being said, I fully understand that I very well could/will receive cancellation requests as people change their mind or perhaps get a better deal. No problem! Happy to do it!

However, this morning I woke up to my first feedback with anything other than positive. I was a little disshelveld. I do a lot to insure people are satisfied and I hadn’t received any communication whatsoever that any buyer had an issue. 

The feedback is neutral, as stated above, which isn’t the end of the world. It is written in Spanish, which I had to translate using the internet. It simply says “cancel the order”.  Now normally if I receive a cancellation request, I do so without hesitation. Primarily I do this to avoid negative feedback. But this person has already given feedback and cannot give any more. So do I entertain this “request” or do I just fulfill the order? What protection do I have a seller and he/she as a buyer? Any similar experiences or advice is greatly appreciated!

RT

[emerald40]

Sounds like this buyer does not understand what fedback is meant for.

You could call ebay and ask for it to be removed.

[paulie_58]

Ebay wont remove it only the seller can remove it unless ebay determines its an abuse of feedback system. That being said keep the lines of communication open and friendly with the buyer maybe you can get them to remove it first then cancel?  I am not sure if thats violating ebay policy either.

[meekus]

It was my understanding that feedback can not be removed once submitted. Is that not the case?

[paulie_58]

Buyer can remove their feedback good luck translating.

[myboardid]

there are specific reasons ebay will remove a feedback, but the one you received doesn't fall under those reasons.  You can also ask the buyer to change it to a positive, but not to remove it altogether.  He would have to have a reason to do so. 

Frankly, if I were you, I would cancel the order, and put a response on the feedback such as "This cancellation request was honored as the buyer wished".  Other potential buyers will see that you were accommodating, so anyone reding it will come out with positive thoughts towards you. 

As to buyer/seller rights, if you don't cancel, the buyer can claim non-delivery and get his money back.  If he does a chargeback through Paypal, it will cost you an extra $20.  if you ship it, he can retuern it by claiming not-as-described (truth or lie, doesn't matter at all), and youw ill pay the return shipping plus give a full refund. 

So basically, buyer has all the rights, seller has none.  Do yourself a huge favor and cancel the order now.  

[juststuffisell]

Cancel the order. Email the customer and politely ask for a feedback revision. If you don't get one, the best approach is a positive response the feedback. Prospective buyers will look at how and if you responded to poor feedback from a buyer. Be classy. Ebay will most likely not remove the feedback left - they might, it's worth asking, but ask the buyer first and don't hold the cancellation as ransom.

Cheers

[meekus]

**UPDATE**

I called eBay and much to my surprise they were able to remove the feedback. I promptly issued a cancellation/refund and all is right in the world. Thanks for all the insight though! 

[missjen831]

---

@paulie_58 wrote:

Buyer can remove their feedback good luck translating.

---

@paulie_58 Buyers can’t remove feedback. Sellers can’t remoce feedback. Sellers can send buyers a feedback revision request which allows the buyer to revise the feedback. Only eBay can remove feedback.

[southern*sweet*tea]

---

@meekus wrote:

**UPDATE**

I called eBay and much to my surprise they were able to remove the feedback. I promptly issued a cancellation/refund and all is right in the world. Thanks for all the insight though! 

---

Wow, congrats! I'm a little surprised they removed the feedback, but stranger things have happened!

[buyselljack2016]

---

@paulie_58 wrote:

Ebay wont remove it only the seller can remove it unless ebay determines its an abuse of feedback system. That being said keep the lines of communication open and friendly with the buyer maybe you can get them to remove it first then cancel?  I am not sure if thats violating ebay policy either.

---

Could be considered feedback extortion.

All depends upon the wording of the communication as to what would make it a policy violation.  If it was worded so that it seemed to be a requirement that the feedback must be revised before the seller will do anything, then it would be a violation.  Not sure how it could be worded to avoid that. Out of season for it here, but "skating on thin ice" would describe that course of action. OP has resolved the problem, but others may read this.

[buyselljack2016]

@meekus

Great !!!!!

Now, one more thing.

Increase your BBL by one. If it were to happen  again, you might not get the same CSR  when you call

[meekus]

What does BBL mean?

[starroute-us]

---

@meekus wrote:

**UPDATE**

I called eBay and much to my surprise they were able to remove the feedback. I promptly issued a cancellation/refund and all is right in the world. Thanks for all the insight though! 

---

Glad it was removed as it should be. 🙂

BTW revision would not work anyway for a neutral FB.

I would block the buyers ID so they don't buy in error again.

[hillbillymedia]

---

@meekus wrote:
What does BBL mean?

---

BBL=BlocKed Bidders List