Ebay The Worst Seller Protector

[abdullah6106]

Seriously. I am fed up with these guys. I do business on Amazon too, and these dudes (Ebay) have no idea about seller protection. 1 customer purchased an item, we delivered it 8 days earlier. Although we do not have a gift option, it turned out that he put a note on the order asking us to put the item in an extra box because he doesn't want his wife to see it. He cursed us in his message then left a negative feedback. I reported the customer, guess what they did nothing!!! Literally NOTHING!. I opened a feedback removal request. GUESS WHAT? They did not remove it.  Com'on if you don't want your wife see it, change the address. Get it sent to your workplace or pickup from a FedEx location. My job is to get you receive your item in 1 piece in time. That's it!!! I don't care about  your wife sees it or not. And Ebay should know it. We just sell and deliver in time! If they do not receive, we refund or send a replacement. Period. If you are so concerned about your wife seeing it, buy it from a local store then. Ebay MUST KNOW IT. IT WAS A BUYER'S MISTAKE, BUT EBAY SIDED WITH THE BUYER JUST AS ALWAYS ALTHOUGH WE ARE RIGHT. No Doubt why Amazon got 32 times bigger than Ebay. Amazon has many issues too when it comes to seller protection, but it is not even comparable to Ebay's .... The biggest problem here is that they put unknowledgeable people at the computers without training them well, and they just make decisions on your business.

[bonjourami]

" I don't care about  your wife sees it or not."

Bah, humbug, eh?

[vintagecraze50]

Very simple request that the buyer asks you for which could have been done easily and you would have had an extra happy camper. Yes YOU DO need to listen to your customers requests and honor them in order to have great feedback ANYWHERE.

[dolcetreasures]

There’s no chance, Amazon is not for the faint of heart. It’s serious business and they show no respite. The vast majority of well seasoned sellers on eBay do not have the intestinal fortitude, business skill or focus to make it on Amazon. It’s another world. 

[fashunu4eeuh · Accepted solution]

Hi @abdullah6106 

sending good wishes to you during this holiday season!

Sorry about the hateful message you received. Below is the link to the offensive speech policy. If the message contained profanity, you can report them if it applies.

https://www.ebay.com/help/policies/member-behavior-policies/threats-offensive-language-policy?id=425...

Ebay won’t share what action they may take against a rule breaker. The only satisfaction you will receive is in reporting them. There will be no outward signs of any punitive activity unless the buyer gets NARU’d. 

You did miss the buyer’s note with his request, so this all could have been avoided. However, the buyer should have also sent you a message thru the regular channel and not just on the remittance, if that’s what happened. But i wouldn't go so far as to believe there wasn't culpability on your part as well. 

Regardless of the cursing message, i would have taken the high road and apologized to the buyer, tried to set it right. Then later, send a feedback revision request. Our job as sellers is to respond professionally, never get into a back-and-forth with an upset customer, and to de-escalate the situation. 

A calm professional reply to the negative has the power to completely deflate a buyer’s comment, if done well. So don’t sweat this neg. It won’t affect your seller metrics. Most shoppers are aware that a negative is inevitable if you’ve sold long enough. Hang in there. Don’t let it get you down.

[wrong66]

The three key words here are "I don't care".

[iart]

I think they should have removed the negative. I don't like it when buyers ask for more than what was offered - or when sellers send less than promised.

Maybe it wasn't removed because you worded the request incorrectly. Were you polite and professional and did you point out that the buyer wanted more than was agreed?

[ceyvov_0]

This isn't necessarily the buyer's fault.

The fault here is the stupid message is rarely seen by the seller, but to the buyer it is presented like an additional option when shipping... So the buyer thinks you ignored their request.

The solution here is a little more than what you suggest because if they take the seller's side then we have a very upset buyer, because again they think you ignored their request and if ebay now removes their feedback then the buyer thinks ebay is throwing them under the bus as well...

What needs to happen here is that message needs to come up on the shipping label page in such a way that it can not be easily ignored.  This involves an actual change in the programming of the software.

[abdullah6106]

Well the problem here is that the customer cursed me and got away with it. Ebay did nothing about it. 1 negative is really nothing among all other positives. But  people here are more concerned about me saying "I don't care if your wife sees it" than the customer requesting something that was not offered in the listing at all and him throwing curses. It is just ridiculous. Some buyers even ask me to go their home and help them fixing the frame we sell. From the points of views of most people answered under this thread, I should go and do that as well to  make the customers happy.

[dhbookds]

What you seem to be denying.........is that if you had seen/complied with the message.....you wouldn't have gotten cursed out.  No one likes what the buyer said, how he reacted.......but in today's world cussing is almost "normal speech" for some.......  Much better to be proactive......either comply with the buyer's request or cancel the order because he's "asking for more" than what was in the listing. 

You ARE going to run into buyer's requests on occasion and best to figure out how you can/will see them in the future....or this WILL happen again...........

[edesider]

You deserve what you got from your customer. From you OP, I can say you are not a good seller. Sellers

like you make ebay experience frustrating. No wonder ebay did not give you a good customer service because you cannot provide one. You need to take a course on doing good business.