Ebay will not remove negative feedback regarding an EIS return

[sapphire_studio]

An eBay international shipping item had a return request and so I got the standard message from Ebay that they are handling it and I don't need to do anything. I did not hear anything from the buyer. Today I have a negative feedback from that buyer saying that I never contacted them back about them getting the wrong item. The eBay shipping program must have accidentally sent them the wrong item and then intercepted their messages that were probably attached to the return case. I thought it would be easy to remove this negative feedback. Not only did I not ignore any messages from them but I thought we had protection from negative feedback with EIS returns.

I requested a call back and they told me to go through the automatic feedback removal system first. I chose the reason that they told me to pick which was that a case was closed in my favor (because they told me the case had closed two days before in my favor, fully refunding the buyer without any cost to me). That removal was denied.

To my surprise when I called back and they appealed it with the actual feedback team that was also denied. 

[sapphire_studio]

Here is a policy I'm talking about. Ebay somehow switches items and gives them the wrong one and then handles all of the customer service themselves without me seeing any messages or any details about the return at all, and then still denies the removal of the negative feedback. It makes no sense to me.

 

[robbie31415]

And people thought the outsourced reps would be better than the AI. 🤣

[rosszonebricks]

Reach out to eBay for Businesses on Facebook.  https://www.facebook.com/eBayForBusiness

A higher quality of support rep.  Seems like you just got the 'say anything to get you off the case' rep, sadly.

I 100% would push back on this.  I know I've gotten one of those 'we are handling it and there is nothing you need to do'.  Eventually the customer I had did appear to leave negative feedback, and for me it WAS nearly instantly removed (automatically, too.  I didn't have to do anything, I literally refreshed my browser a few minutes later after noticing it and it was gone.)

[pickapaper]

I'm sorry but I'm a bit confused.  Did you send a wrong item?    Did the buyer say what the item was that they received?  Is it something you sell?  You said that the eBay shipping program accidentally sent them the wrong thing.   How would that have happened?

[worldcoinauctions]

Now that is really not right. If I ever got a neg for something the shipping center did I would remove all my items from international sales. Heck, they are few and far between, I'm considering it. 

[sapphire_studio]

I 100% sent the correct item. I'm assuming eBay somehow sent them the wrong item because of the feedback they left:

"Gut the wrong article and never heard of the seller"

I know eBay accepts the item in the hub and then reships the item to the buyer so they might have switched labels or something.

[sapphire_studio]

Yeah I haven't had to use the eBay for business help before but I did send them a message. I hope it works. Thanks ❤️ 

[robbie31415]

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@pickapaper wrote:

I'm sorry but I'm a bit confused.  Did you send a wrong item?    Did the buyer say what the item was that they received?  Is it something you sell?  You said that the eBay shipping program accidentally sent them the wrong thing.   How would that have happened?

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Ebay "inspects" all items so a buyer shouldn't be able to leave negative feedback that they got the wrong thing.

This reason should be covered by eBay.

Ebay does the labeling and paperwork for international part. So perhaps they put the wrong label on. Who knows.

The point is this shouldn't be a headache for the seller. That's supposed to be the benefit of this program.

[brightlightbookseller]

I've found them helpful, but slow to respond, so give them some time.  They 100% should remove that feedback though (just saying what should happen, not what will happen).

[sapphire_studio]

Update: I can't believe how fast the eBay for business people were and they are going to remove it for me. This is a great lesson in just going straight to them instead of wasting my time with the call back option.

 

[brightlightbookseller]

Good to hear!

[a_c_green · Accepted solution]

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@rosszonebricks wrote:

Reach out to eBay for Businesses on Facebook.  https://www.facebook.com/eBayForBusiness

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Just for the record, their Facebook location is now simply https://www.facebook.com/ebay 

They have a "We've moved" redirect at their old eBayForBusiness location now.

[pickapaper]

I don't use EIS so not sure how it all works.  That's why I was asking in my post above.

I'm so happy that everything worked out for you.