By a miraculous coincidence, I have another buyer who left negative feedbacks for a different item than what was listed. The second buyer to do this in two weeks. What is it with this?
So this buyer bought multiple shirts, a few short sleeved and one long sleeved. He left me an underserved negative feedback for the long sleeve saying "I thought the shirt had two chest pockets, but only has one. Doesn't look good". Listing clearly shows only one pocket. So yea, buyer mistake. He then uses the other feedbacks reserved for the short sleeve shirts to leave more negatives about the long sleeve, mentioning the pockets thing again also adding he didn't like the graphic on the sleeve.
So I called concierge for tips on increasing my chances of feedback removal from Seller Help. Agent says the first is cut and dry. But the other negatives claiming that it's left for a different item on listing she says "You'll need to contact the buyer and have them admit to their mistake on record otherwise the removal won't get approved." I already contacted the buyer about this 4 days ago and they haven't replied and I'm not holding my breath. She continues to say nothing will get approved without the buyer admitting to the mistake because we can't prove they are talking about a different item, it's just their buyer experience and opinion.
I didn't believe that and told her "but these feedback comments refer to pockets and a graphic on the sleeve they didn't like and they are linked to a short sleeve shirt with no graphics on the sleeve and no chest pockets at all. That isn't enough proof?" She said no, I need the buyer's admission of guilt.
I asked her what happens if the buyer never replies, is that likely the end of my attempt? By this point, it was strange that she was being impatient with me, interrupting and talking fast over me trying to wrap up the call with phrases like "Thanks for calling, so we understand each other now, feel free to let us know what else we can do, etc" I reigned it back and said I actually still need explanation. She finally said if the buyer doesn't reply it's advised to keep waiting because the removal will not get approved. Are feedback removals this strict now? She then pretty much said go ahead I can do whatever I want since she already explained to me and continued to "wrap it up".
I thanked her and asked for her name, SR call number, confirmed that she was in the concierge dept, and if this call was in fact being recorded (or are they chosen at random) then said thanks, that's all I need.
This changed her tune and she was talking less aggressively and decided to nicely summarize everything we talked about and didn't rush the call anymore. Her demeanor changed entirely. This was very surprising as I've only had one other bad concierge call when they are typically very helpful. I hope this isn't a consequence to downsizing or lack or CS talent. I feel sorry for the ones who get overseas agents if concierge continues to behave this way.
Regarding the requirement for buyer to admit them leaving a feedback for a different item than the listing, that isn't really true right? Seller Help removal can't be that harsh especially if they are able to verify themselves that the comment doesn't match up with the listing. Oh, @wastingtime101 I finally was able to verify with her that Seller Help feedback removals are 100% handled by people and not bots or AI because there is a name attached to each request review.
