eBay

meekus · ‎06-29-2018

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 · ‎06-29-2018

@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.

Yes, ebay can remove feedback if it does not conform to the feedback rules.

This is one such case.

partsalot1 · ‎06-29-2018

if you think that's bad listen to this. I just had someone leave me a neutral feedback to say that accidentally purchased the wrong item and he was sorry .

tell me how that makes sense. not too long ago I had a negative feedback from a buyer who wants to tell me he never received his item. He left the negative feedback the very day the item was delivered.

And I received another neutral feedback Buy a buyer who is mad that his item was two days late even though it was shipped 18 hours after he paid.

I don't have any actual advice to give you. I'm just saying that The Feedback system is horrible .

castlemagicmemories · ‎06-29-2018

These buyers just don't know how it works. Possibly they don't care.

sin-n-dex · ‎06-29-2018

@meekus wrote:
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

Message the seller. Write "I see from the neutral feedback you left you wish to cancel your order. If you do not confirm otherwise by this date and time, I'm going to go ahead and cancel as "buyer requested cancel."" Then do as you said you would.

I would then follow this up with a call to CSR (it won't help that the message is in a language that the CSR might not be able to read, that remains to be seen), and explain the buyer used neutral feedback for a "buyer requested cancel". They will tell you this is "not a reason to remove neutral feedback". Cite that if the buyer requests cancellation, they're not allowed to leave feedback. Be sure the order is cancelled though before you call. You have a time limit on getting the FB removed (but I'm not sure how long that is, someone else can pipe in).

Cheers, C.

sin-n-dex · ‎06-29-2018

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

It can be removed two ways:

- By CSR (if you call and successfully get it removed)

- If the buyer agrees to a feedback revision. Only do that if you can't get a CSR to remove it.

Buyers are not allowed to order, cancel on the seller, and then leave feedback, any kind of feedback. The fact that the buyer requested cancel should make his feedback removable once you complete the cancellation request.

Cheers, C.

sin-n-dex · ‎06-29-2018

@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 worked out. I guess my advice came too late.

Cheers, C.

sin-n-dex · ‎06-29-2018

@partsalot1 wrote:
if you think that's bad listen to this. I just had someone leave me a neutral feedback to say that accidentally purchased the wrong item and he was sorry .

tell me how that makes sense. not too long ago I had a negative feedback from a buyer who wants to tell me he never received his item. He left the negative feedback the very day the item was delivered.

And I received another neutral feedback Buy a buyer who is mad that his item was two days late even though it was shipped 18 hours after he paid.

I don't have any actual advice to give you. I'm just saying that The Feedback system is horrible .

Your feedback (some of it) should have been removable. It can be removed at CSR discretion when the reason is "not on the list" as I've been told in the past.

I got a positive thanking me for refunding them on an order that never arrived, and she left that they day it was delivered. The same buyer messaged me a couple days after she bought the item to ask for it to be combined with something else, and made a big blah blah blah about the other item. She was obviously confusing me twice with another one of her purchases.

If it's green, it will roll off quickly, so I didn't reply, just ignored and let it go.

Cheers, C.

castlemagicmemories · ‎06-29-2018

@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!

Congratulations on getting it removed, as well it should have been!

equid0x · ‎06-29-2018

I would have used google translate to read and respond, respond to the buyer with a cancellation, then ask for a feedback removal with the prior info. Sounds like buyer does not really understand ebay. Glad you got it worked out.