Ebay no longer backing its sellers who get unwarranted negative feedback.

[oemspecialists]

Up until a few days ago Ebay was a great partner in removing unwarranted negative feedback. I never had to use any curtessy removals. Now when an ad specifically states an issue and shows an issue, the buyer can still leave negative feedback for exactly what the ad states. Opinion that goes directly against fact is defamitory and a lie. Ebay needs to go back to helping its sellers. We have been 100% Ebay sellers until now, 

[oemspecialists]

We care when a buyer lies and uses unwarranted malicious feedback.  It is unfair and can effect sales. Sellers are not allowed to leave negative feedback for buyers or warn sellers about these buyers. 

[oemspecialists]

I agree. We sell used automotive parts. It is common for a buyer to order incorrectly because of not reading the ad. Ebay used to back its sellers by looking at honest sellers like us and cleaning up defamitory lies. I even have a case of a buyer saying they want something outside of the scope of the ad to remove the negative feedback. Ebay says it is not against Ebay rules to do that after feedback is left, only before. In my opinion that is extortion. Hopefuly ebay will come to its senses and go back to helping its sellers. 

[oemspecialists]

Ebay will no longer remove negative feedback even with a return. We have 3 cases where returns were offered even though it was a buyer issue. Even with an escalation, Ebay just sends a note to the buyer. Buyers never change negative feedback since they do not take resposibility for their own mistakes. 

[frecklesfinery88]

That would be fine if that would happen. This year unlike any other, buyers just leave negative feedback even if you offer to have the item returned to you and refund. We wrap well and add a card that states we want all buyers to be satisfied, please let us know if you are not and we will do our best to make you happy with your purchase.  Still they leave negative review, NO communication or reply. 

This needs to be rectified by eBay somehow and buyers need to follow the same rules that sellers do.  It could be made better.  Just our honest opinion.

Thank you and have a great day!

[mam98031 · Accepted solution]

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@oemspecialists wrote:

Ebay will no longer remove negative feedback even with a return. We have 3 cases where returns were offered even though it was a buyer issue. Even with an escalation, Ebay just sends a note to the buyer. Buyers never change negative feedback since they do not take resposibility for their own mistakes. 

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@oemspecialists 

That is why the FB wasn't removed.  Ebay had to step in to resolve the claim.  

Ebay only removed FB that a buyer has posted when you properly process the Request for return without Ebay having to step in.  That has always been true

[oemspecialists]

We were the ones who put in for escalation to have the feedback removed. We have always accepted returns with no problem.  Some buyers just take no responsibility for their actions.  

[robbie31415]

The fact you are escalating means you aren't taking care of it.

[mam98031]

What you wrote made it sound like the disputes were escalated to Ebay.  I now understand better, thank you.

However I'm unsure of your use of the word "escalated".  When a seller requests Ebay to review a FB for removal, it isn't an escalation of any kind, it is a request.  Then if Ebay says no as sometimes they do if they don't see enough background on the issue, the seller could appeal it.

In the 3 negatives you have, I don't see anything that is a breach of any of the FB rules.  It is the buyer's opinion which often is wrong, there is no doubt of that, but not a breach of the rules and therefore not removable.

I get it why you are upset but unless they break a rule, Ebay just isn't going to remove it.

[fashunu4eeuh]

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@oemspecialists wrote:

We care when a buyer lies and uses unwarranted malicious feedback.  It is unfair and can effect sales. Sellers are not allowed to leave negative feedback for buyers or warn sellers about these buyers. 

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@oemspecialists Your response to the unfair negative was superb in its concise professionalism. It is obvious that the buyer made the mistake, not you. Plus, the buyer’s over-the-top address with all those caps and exclamation points makes them appear a little bit like a crackpot.

We’ve all been there— poor feedback stings (and unfair feedback doubly so) but the way you handled it only adds to your prestige. Most buyers are smart enough to know that things happen out of a seller’s control. What they want to know is how well the seller responds to customer concerns.

So your merit is not only still intact, you increased it. 

[robbie31415]

Interesting, for me it tells me to avoid seller.

[desertmodels_uae]

My view they should remove the feedback, ratings for specific metrics are sufficient to tell buyers about your performance/service quality. 

Feedback section is like the speaker corners at Hyde Park in London, buyer they can say whatever they want. 

I have a Belgium buyer who his country customs authorities decided to try to rip him off and are asking him to pay the VAT he already paid to eBay... The buyer left negative feedback claiming item is not received while the item is waiting for him in the customs to send the invoice showing that he paid the VAT in advance. 

What I do to minimize issues like this is after the order is placed, I immediately contact the buyer asking to confirm if he/she went through the listing specifics before I ship. Sometimes it is true the buyer didn't pay attention to a specific point/term which is unwilling to accept so I cancel the order and save myself the time and effort to manage misinformed unhappy buyer. 

[mam98031]

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@desertmodels_uae wrote:

My view they should remove the feedback, ratings for specific metrics are sufficient to tell buyers about your performance/service quality. 

Feedback section is like the speaker corners at Hyde Park in London, buyer they can say whatever they want. 

I have a Belgium buyer who his country customs authorities decided to try to rip him off and are asking him to pay the VAT he already paid to eBay... The buyer left negative feedback claiming item is not received while the item is waiting for him in the customs to send the invoice showing that he paid the VAT in advance. 

What I do to minimize issues like this is after the order is placed, I immediately contact the buyer asking to confirm if he/she went through the listing specifics before I ship. Sometimes it is true the buyer didn't pay attention to a specific point/term which is unwilling to accept so I cancel the order and save myself the time and effort to manage misinformed unhappy buyer. 

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The FB the left on your account didn't say anything about VAT, it says Not Received.  If you can prove the item was received, you can get both the FB removed.  If you can't, then Ebay won't remove them.

[desertmodels_uae]

I know how to handle it but anyway thanks for the advise. 

[1322paulp]

Agree - we have received unwarranted negative feedback from sellers recently.  One who left harassing messages about item shipping status when we provided an accurate tracking number; no control of how fast USPS moves.  Also had a buyer demand instant positive feedback for a transaction when a previous message raved about the purchase. Both times, we (the seller) were at the mercy of the buyer. Ugh...thanks for having a place to vent this issue.  

[oemspecialists]

Ebay will not remove any feedback now for obvious buyer mistakes or lies.  Feedback has nothing to do with reality. It has to do with feelings and buyers not taking any resposibility for their actions. You can put full descriptions and multiple pics in your ad. If the buyer never looks or reads the ad even with automatic returns, it is always the sellers problem.