Ebay removed negative feedback comment but not negative feedback score

[wjcwjc910]

I have 100% feedback score on my main selling account. I got my first negative feedback (while I was on vacation of course) from someone who bought a NWT accessory item. She complained that the zipper did not open all the way and then it got stuck and it broke. Then she went on a tirade against ebay and how she would never shop on ebay again. I know with certainty that the zipper was fine, and she is the one who broke it. I was actually not as upset about the feedback as I thought I would be. She sounded like a raving lunatic and I figured that most people would not take it seriously.

I formulated some ideas about how to respond, but before providing a response I submitted a remove feedback request to ebay. Well, it turns out that they removed the feedback comment but not the feedback score. So now I have a negative feedback score just hanging out there all by itself without any context or anything. I can still write a response, but I will have to explain the buyer's initial remarks in my feedback response. In my opinion this is actually worse because it takes away the unhinged rantings but leaves the score. I am really upset with ebay about this. Of course they removed the negative comments because the comments were against ebay but it makes my situation worse.

I would rather ebay just reinstate the comments if they are going to leave the feedback score. Now I wish I had never submitted the request. I was not aware you could remove comments but not the actual score. To me it is a package deal. Does anybody have suggestions for how to pursue this further?

[mtgraves7984]

Now I wish I had never submitted the request. I was not aware you could remove comments but not the actual score. To me it is a package deal. Does anybody have suggestions for how to pursue this further?

@wjcwjc910 

Yep... sometimes with eBay it's like the old saying, "Once you're pickled you can never be a cucumber again."

I know this gives you no help to pursue this  matter... but it might help you moving forward here. Hang in there...

[wjcwjc910]

Thanks mtgraves for the quote. I love it! I actually responded to you but my computer went into lala land and then posted something from my clipboard. So here goes again...

With all my years on ebay, I should have known that ebay would take care of ebay. Silly me should have known better. I just thought the feedback score and comment was a package deal. Now I wish I had left it all alone because the buyer really did sound like a bit of a crackpot. I had a reasonable response where I defended myself and my selling record without blaming her. And now I have this mess. Ebay. Ugh.

[sin-n-dex]

Usually when that happens, it's because the feedback contained swear words, or racist comments or something very inappropriate. People know that's why a negative sticks with the words removed. I wouldn't respond or explain anything, just leave it alone.

It probably got removed because of her tirade against eBay and eBay didn't like bad mouthing on the feedback profile of one of the members.

C.

[wjcwjc910]

Thanks for the reply. That makes a lot of sense. I was not thinking of it in terms of inappropriate comments (such as swear words or racist remarks). Of course they removed it because of her comments about ebay. She went on a total rant against ebay. I just wish I had left it alone because the feedback did not look serious when her comments were attached, but now there is a negative feedback just sitting there. Thanks also for your suggestion to leave it alone. That makes sense.

[Anonymous]

I have a mad crazy buyer that demanded something that I do not do and for good reason ( I do not compute combined shipping) eBay does. I generally do not combine shipping or offer a different shipping service. So a crazy buyer demanded that I use the cheapest shipping “media mail”  which is inappropriate and for that matter 

dangerous as one of the items was not eligible for media mail.  I eventually decided to compute the shipping myself and came up with $20 one item going ground advantage the others going media mail. All going clear across the country. Then the buyer got even crazier telling me the shipping should be no more than $15 needless to say I advised I would cancel the transactions. This buyer had made two purchases both for auction items under $5 two months before. So 7 purchases in all. So  while I was cancelling the 5 items , the buyer paid for the items.  Literally within a few minutes I had not received an order to ship from eBay. The buyer gave me 7 negative feedbacks all of them with words that clearly violated policy. So after 24 years of 99.9 or better feedback.  3 negatives in 35,000 items sold over 24 years I now have 7 negatives in one day. 

eBay has blackened my reputation as this makes it look like a ton of feedbacks all negative and all recent in a row. .  Removing feedback should be just that.  Removing words is quite different than removing feedback. That is for me a conflict and it is certainly eBay abusing its sellers. Someone needs to take eBay to task legally as by their actions they are not protecting sellers but abusing them with this new idea.  
eBay is going downhill and good sellers are leaving. Sales are way down  and eBay decides to kick sellers in the teeth rather than to realize why sales are down. Good sellers are moving elsewhere

it is a pack of lies sellers get from eBay, They pretend to protect sellers but as I said kick them in the teeth .

Don’t kid yourself  the % of 5 stars count and eBay is deliberately being abusive. Buyer abuse needs to be completely removed just as it always was in the past.  Time to move on eBay is no longer the place to sell as policy has become more and more abusive to sellers. . Yes it is a bitter pill to swallow other sites are charging less or even nothing do not have one way feedback and have fewer problem buyers. Auctions are sprouting up everywhere and although commissions are higher there is no grief and items are sold “as pictured” credit cards are immediately charged with no recourse from buyers. Even better I started buying on eBay and consigning elsewhere. No work and similar if not more profit. Let professional auction houses sell rare items, move fashion and designer things to poshmark, and there is Mercari (no fees) and many other sites available.  If you feel like you are being kicked in the teeth and lied to you are Negative Feedback is charged against you  and has an effect on placement. Meaning you get lowered on the algorithm of where buyers see your items.  
‘eBay has gotten greedy too They request from about 7 to nearly 15% to get better placement on your listings 

meaning they want as much as 25% commission on most categories to get good placement. That is highway robbery because they neglect to explanation that is also taken out of your shipping. 

[mam98031]

I'm not sure there is a specific reason that they do this.  I know it happens sometime, but I've never seen any consistency as to when it happens.  It could be they just didn't complete the process of removing the negative feedback.

I think it is worth a call to Ebay to find out WHY>>  And if you learn a reason, please share it so we can all know.

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[kh-stanley1]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.