Displaying Feedback Replies

[seller_news_team]

Over the past few months, we’ve been working to improve the feedback experience for both sellers and buyers on eBay by improving relevancy and displaying images. These feedback enhancements give potential buyers better insights into your products, and can add credibility and drive sales by instilling additional confidence while shopping. We’ve now made an additional update based on what the seller community says is a top request for how we display feedback. 

Starting this week, sellers’ replies and buyers’ follow-ups to feedback will be shown on all places feedback is viewable. This update includes showing replies on desktop and mobile web pages, the view item page of eBay’s mobile apps, and the storefront feedback profile page. 

Buyers will be able to see your customer service interactions on all positive, negative, and neutral feedback. You can reply to buyer feedback on your feedback profile page via a desktop computer. 

Responding to buyer feedback is a great way to showcase your knowledge about your products, provide context for the feedback provided by buyers, and demonstrate your commitment to a great buyer experience. 

We encourage sellers to work towards a solution with buyers who had unsatisfactory experience and attempt to rectify the situation. Responding to buyer feedback with additional context about how you followed up can be a key part of this process. 

As always, thank you for selling on eBay.

The eBay Team

[movieman630]

Interesting point.  What exactly would a "un-verified purchase" look like?

[movieman630]

Letting buyers abuse sellers by allowing them to do what they've done to me twice this month.

1.  Letting them post Negative FB on a cancelled transaction when the buyer asked to cancel and I did so without protest almost immediately.

2.  Letting the buyer post negative FB with lies about "no tracking" when the tracking number was posted when the label was printed.  Also allowing the buyer to post Negative FB for a USPS lost package is counterproductive.  We should not be held responsible for the shipping agents mistakes, especially if we live up to our end of the bargain.  I refunded their item ($2.95 of which I made less than 90 cents) almost immediately when they opened the case.  What else could I have done for them?

Ebay needs to build better "firewalls" to protect their sellers from these kinds of FB.  They could put restrictions in place, such as if they open a case and it's resolved the same day.  BLOCK NEGATIVES.

Set up prompts when a buyer wants to leave negative FB, that ask questions about the transaction.  Like, "was this item lost by the shipping agent?"  If they answer, yet. BLOCK NEGATIVES.

"Were you refunded in full?"  If they answer yes, or ebay's programming can just tell from the transaction info.  BLOCK NEGATIVES.

You get the point.  If the buyer has to answer questions before they leave the negative it will cut down on the abusive buyers. 

Sellers are ebay's investment.  They need to do a better job protecting their investment.

[therogue-trader]

"E-bay has become very one sided with buyers in the last two years and many sellers have left the platform"

Been like that for much longer...

[itsjustasprain]

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@movieman630 wrote:

Interesting point.  What exactly would a "un-verified purchase" look like?

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Apparently on Ebay there is no such thing. Any listing that closed with a sale either paid or unpaid qualifies as a 'verified' purchase. As I understand it they are trying to boost the (appearance of) authenticity of feedback comments with that label although it is of course impossible (for the past 20 years at least) to leave a feedback comment for a transaction in which you were not involved.

[bennotbill]

Of course if there was such a thing as an unverified purchase then eBay would find themselves forced to answer questions like - why has a buyer been able to leave me a neg for an unverified purchase.

[movieman630]

I feel like there's something in the water.  People are just leaving neutrals and negatives like it's just another way to say "I love you".  I really can't stand it.  What is wrong with people!?

[dogofwar777]

I remember when we could give negative feedback to buyers, another reason I stopped selling here. Got tired of dealing with bad buyers who didn't pay and couldn't leave a negative.

[stacy_pme]

AND if the seller offers free returns, buyer must utilize that process before leaving a negative review!   EBay encourages sellers to use "free returns" and when we do, and a buyer doesn't utilize it, but still leaves a negative review stating item wasn't as described - So not only is buyer  not utilizing seller's free return, but they aren't returning under EBay's buyer protection either!!!!   This needs immediate attention.

To add fuel to this fire....> I just ordered an item yesterday... and the seller sent me a message 3 times.... the message says:

"Hi friend
Thanks for choosing our product! You're now our lucky customer, and as a thank-you, we're giving it to you for free!
please open a return request on eBay and choose “do not fit” or “just do not like it” as return reason, so that we can send the refund to you while keeping the product.
Any questions? Just let us know!
Best"

SO - This is a seller encouraging buyers to be deceitful in their purchasing habits!   UNBELIEVABLE>   

[a_c_green]

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@stacy_pme wrote:

I just ordered an item yesterday... and the seller sent me a message 3 times.... the message says:

"Hi friend
Thanks for choosing our product! You're now our lucky customer, and as a thank-you, we're giving it to you for free!
please open a return request on eBay and choose “do not fit” or “just do not like it” as return reason, so that we can send the refund to you while keeping the product.
Any questions? Just let us know!
Best"

SO - This is a seller encouraging buyers to be deceitful in their purchasing habits!   UNBELIEVABLE>   

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What the heck product did you order? 

Just to be clear: they're not actually cancelling your order, right? They're telling you to receive the product and then file a Not As Described dispute even if you like it?

[bennotbill]

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@a_c_green wrote:

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Just to be clear: they're not actually cancelling your order, right? They're telling you to receive the product and then file a Not As Described dispute even if you like it?

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You have to wonder what their end game is? What's in it for them?

Assuming the email is actually from the seller.

[a_c_green]

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@bennotbill wrote:

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@a_c_green wrote:

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Just to be clear: they're not actually cancelling your order, right? They're telling you to receive the product and then file a Not As Described dispute even if you like it?

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You have to wonder what their end game is? What's in it for them?

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Thinking about this some more... those reasons (“do not fit” or “just do not like it”), if selected, are classified as Remorse returns and do not require the seller to provide a label, do they? If the buyer is talked into selecting a Remorse reason, that would be requiring the buyer to return the item at his expense even if the real problem was something else (e.g. wrong item shipped).

If the seller demands the return before refunding (regardless of what they promised in their original message above), and the buyer did not select a reason for return that's a seller's problem rather than a buyer's problem, then the buyer either has to cough up his own postage for it, or forget the whole thing.

[stacy_pme]

Exactly.... I believe so - I believe they are saying to do that even if I get it and I like it!  That message was copy and pasted from the message I received.  This is exactly what my point is!!!

Here is a link if you'd like to order some for yourself... LOL https://www.ebay.com/itm/354790834775?mkcid=16&mkevt=1&mkrid=711-127632-2357-0&ssspo=9vfglxentsm&sss...

[stacy_pme]

True.  At least I'm not nuts, and everyone else sees how sinister this really is....

[my_boston_baked_beans]

In all actuality, the 1st Amendment grants *Freedom of Speak*. Therefore, for eBay to dis-allow sellers to  leave negative or neutral feedback is a breach of our constitutional rights! Just because the own the venue eBay thinks they can dictate whatever they want!

Therefore, if sellers can only leave positive feedback than feedback has ZERO VALUE for sellers. It dis-allows the abilty to warn others sellers of a buyer/buyers to block or avoid due to non-payment among other distrustful issues!

[dhbookds]

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@my_boston_baked_beans wrote:

In all actuality, the 1st Amendment grants *Freedom of Speak*. Therefore, for eBay to dis-allow sellers to  leave negative or neutral feedback is a breach of our constitutional rights! Just because the own the venue eBay thinks they can dictate whatever they want!

Therefore, if sellers can only leave positive feedback than feedback has ZERO VALUE for sellers. It dis-allows the abilty to warn others sellers of a buyer/buyers to block or avoid due to non-payment among other distrustful issues!

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Better reread the Constitution........

The First Amendment only protects your speech from government censorship. It applies to federal, state, and local government actors.