eBay

iamalwaysright · ‎02-14-2023

I know if you have free returns and a buyer leaves you a bad feedback and then opens a return, the feedback gets removed once the return completes with a refund. Does this also happen when you select to issue a partial refund and the buyer agrees to it?

moldy5 · ‎02-14-2023

Yikes! The negative a buyer leaves stays there for a full,very,very long year. Been there a couple times & it's infuriating. You just need to do the refund when they open a case. If you don't & eBay has to do it for you, the neg will still be there plus you will have a nasty ding to your metrics. There are times that eBay will remove a neg, but your story doesn't qualify. sorry this happened.

sin-n-dex · ‎02-14-2023

@iamalwaysright wrote:
I know if you have free returns and a buyer leaves you a bad feedback and then opens a return, the feedback gets removed once the return completes with a refund. Does this also happen when you select to issue a partial refund and the buyer agrees to it?

You can try sending them a humble email and request they revise their feedback now that you've agreed on a solution (and carried it out).

I don't ask for feedback revision unless I'm sure I did everything I can to make the customer happy. Once I've done everything I can, many customers will revise their feedback because they weren't trying to be jerks, they were just voicing their opinion and from what I read here in the forum at times, there's some sellers who aren't customer service oriented when it comes to dealing with buyer problems.

C.

inhawaii · ‎02-14-2023

Even if you and the buyer AGREE to a partial refund and you follow through, let's say you even refunded the buyer MORE than you agreed to ... he can still leave you negative feedback.

The negative feedback MAY be removed by ebay. It depends on the circumstances and what the feedback says.

Harden My Heart - Quarterflash

sapphire_studio · ‎02-14-2023

I had a return case closed and even after they had edited the feedback to positive eBay still automatically deleted that positive feedback once the return case closed in my favor. So I'm not sure why other people are saying that it's a crap shoot if the feedback will get deleted. If you're a top-rated seller and you have free or buyer pays 30-day returns then they automatically will delete negative feedback once the case closes.

I would definitely assume that if you close the case through a method of offering a partial refund that they agree to the same rules would apply.

https://www.ebay.com/sellercenter/selling/seller-protections

michigancolor · ‎02-15-2023

sapphire_studio, well that's only if you're TRS which the original poster doesn't say they are. And, the example you cite is only for when it's a false INAD claim, which they don't say it is either.

wastingtime101 · ‎02-15-2023

@iamalwaysright wrote:
I know if you have free returns and a buyer leaves you a bad feedback and then opens a return, the feedback gets removed once the return completes with a refund. Does this also happen when you select to issue a partial refund and the buyer agrees to it?

Gotta say this is a great question and I don't know the answer. This is what I can tell you.

With free returns, the system won't auto-remove the FB if the buyer doesn't return something and the return eventually times out without a refund.

With free returns, you might still get neg FB removed when the buyer doesn't return anything if the FB itself qualifies for removal, but obviously that's just standard FB rules and not because of free returns protections.

eBay reps told me in the past the buyer had to physically return something for the seller to get free returns protections. The topic of an agreed up on partial refund never came up because I almost never give out partials.

If you get a definitive answer on this @iamalwaysright, let us know.

GLORIOUS!

sapphire_studio · ‎02-15-2023

I'm not sure if they're top rated or not but I provided that information in case they were and tried to make it clear that they had to be to get that protection. Feedback gets automatically deleted if the item is returned (and you refund). Ebay doesn't have to somehow Mark it as a false INAD for that to work.

I've had two neutral feedbacks deleted for me on two different accounts of mine in the past couple weeks. In both cases they didn't even open a return they just left neutral feedback and I told the rep that because I have returns enabled (free on one account and buyer pays on another) and they didn't utilize that option or contact me that I would like to get the feedback deleted and both reps deleted the feedback for me. So maybe my own personal experience has me more optimistic about what ebay is willing to do.

iamalwaysright · ‎02-16-2023

@sapphire_studio wrote:

I've had two neutral feedbacks deleted for me on two different accounts of mine in the past couple weeks. In both cases they didn't even open a return they just left neutral feedback and I told the rep that because I have returns enabled (free on one account and buyer pays on another) and they didn't utilize that option or contact me that I would like to get the feedback deleted and both reps deleted the feedback for me. So maybe my own personal experience has me more optimistic about what ebay is willing to do.

What?? That's crazy. These CS reps seem to be going rogue with this policy. Sounds like they don't even know what the actual rule is. That's unless the reps saw something else in your feedback comments that make it eligible for removal. How did you contact these reps might I ask? Removing bad feedbacks just because you have free returns regardless if the buyer even filed a return, wow. 😲

@wastingtime101 Yes, I'm trying to see if it works. I have a buyer who left me a mild negative at the same time as messaging me about their issue. He is a bit displeased but not enough to return for a refund as I suggested many times. He wants to keep the item. So as a last attempt I told him to file a return for a partial refund since he is a bit displeased, and I'll immediately offer him the partial instead of accepting the return. That way he gets to keep the item. We'll see if he moves on it. I'm curious too.

southern*sweet*tea · ‎02-16-2023

If that happens, try requesting removal through seller help: https://www.ebay.com/sellerhelp

The easier you are to offend the easier you are to control.

We seem to be getting closer and closer to a situation where nobody is responsible for what they did but we are all responsible for what somebody else did. - Thomas Sowell

craft-stash · ‎02-16-2023

Thems da rules!

Free returns DOESN'T mean positive feedback.

Refund and move on...thats business!

espresso_warehouse · ‎02-16-2023

@iamalwaysright wrote:
I know if you have free returns and a buyer leaves you a bad feedback and then opens a return, the feedback gets removed once the return completes with a refund. Does this also happen when you select to issue a partial refund and the buyer agrees to it?

No. Partial refunds are only a good idea if you make a mistake on your end imo. Otherwise, just take a return to avoid the bad actors.