@mam98031 wrote:
I edited the address to reflect the change but it still wouldn't let me print the address and that is when I got suspicious so I googled the address and found out they are EBay scammers resellers that ship overseas from Delaware and have had many people duped by that address.
I'm honestly not sure what all that means. To me it doesn't make sense.
If the address is a bad address, then how could these people be receiving stuff at that address?
What on the internet tells you they are "scamming many people"?
Being a "reseller" does not make someone bad or a scammer!
If you ship to an address, as the seller that is where your responsibility ends. Once the buyer has the item, they are free to do with it whatever they wish. I'm not sure why you feel you have or should have some control over that. They can ship it where ever they want to, why does that matter to you? Heck they can donate if they want, resell it, give it as a gift or ship it around the world, not of which should affect you.
I went ahead and cancelled the order though the EBay system as it gave me a list of reason one of them being that the address is not correct. I also assumed that EBay was aware of this happening to others and made the process easy to cancel orders that don't have legitimate addresses. I was wrong.
Those weren't special reasons just for you. What you saw was the reasons Ebay allows for ALL sellers if they are in need of filing a cancellation. They are not specific to you. Ebay has never done that.
Don't make this a personal transaction. Remove your feelings from the equation. These transactions are Business transactions. You actually did yourself more harm with how you responded to the buyer's FB than the buyer did with the comment they left for you. When a seller finds the need to respond to FB, they should ALWAYS, without exception respond in a polite, professional and factual manner. To do otherwise only makes you look unprofessional in the eyes of other potential customers.
I know you have called Ebay already to have this FB removed, but you really should try again. It is unfortunate, but far too many times it takes multiple calls to get a matter resolved. It is all about the CSR you get and how well trained they are.
When you call, ask for a Feedback Specialist. The first person will still have you explain before transfering you, but just give them a brief overview, that is all they need. The longer details you can share with the actual FB specialist they should be transfering you to.
It is of the utmost importance that when talking with a CSR that you treat them with respect. You want them to WANT to work for you. So don't vent or otherwise annoy them or be rude to them. To do so is only going to cause you to defeat yourself. Be professional and factual. Keep your personal feelings and opinions out of the conversation. They don't matter to anyone but YOU and you are not the one that can fix this problem, so impressing yourself will do you no good.
Make an outline on paper if you need to. Nothing wrong with following a script with the facts listed. If it help you, use notes. I sometimes do this especially in complicated issues or ones that there are some facts I don't want to forget to state. Talk to the CSR about the emails between you and the buyer so that they can review those too.
BTW, it wasn't Ebay's system that didn't like the address. It was Ebay's system that notified you, but it would have been the USPS sytem that didn't like the address which caused Ebay to notify you.
In an effort to help you with your next phone call you may consider discussing with the CSR the following policies a published on Ebay in support of having the FB removed.
Automatically removed
We automatically remove defects, adjust your late shipment rate, and remove feedback when:
- The buyer didn't pay for a purchase and an unpaid item case is recorded against the buyer
- The defect, feedback, or late shipment was the direct result of an eBay site issue or program error
- The delivery estimate shown in the listing was shortened, but tracking shows the item was delivered by the carrier's longest delivery estimate
- We take action against a buyer for violating the Buying practices policy
- We take action to close an eBay Money Back Guarantee case or appeal request in favor of the seller
- We instruct you to hold a shipment or take action to cancel the transaction
- We can determine through valid tracking that the defect, feedback, or late shipment was the direct result of systemic delays in shipping or communication. Examples include wide-scale shipping carrier delays, items stuck in customs, or power outages due to extreme weather. Actual qualifying events are listed on our announcement board
https://www.ebay.com/help/policies/selling-policies/seller-performance-policy/seller-performance-def...
Buyer-requested cancellations
If a buyer has contacted you and asked you to cancel the order, they’ll need to file a cancellation request with you.
Once you receive their request, you’ll have 3 days to approve or decline it. If you approve it and the buyer has already paid for the item, you have 10 days to issue them a refund. If you haven’t refunded them within 10 days, they can file a claim through the eBay Money Back Guarantee.
When a buyer cancels a transaction, they can't leave negative or neutral feedback or low detailed seller ratings for you.
https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136#section2
Good luck !!
The last one only applies if the buyer sent an official request to cancel It won't apply here. I agree it should be removed but it would be a hard sell under any of the policies
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
