mam98031 • Volunteer Community Member • Buyer/Seller since 1999
1 BEST ANSWER
Accepted Solutions
I'm sorry this happened to you. We all usually experience something like this from time to time and we know how disturbing it can be for a seller. I'm very happy to hear that the buyer that left you the negative was reasonable and worked with you. That is wonderful news.
As for Ebay removing feedback. It has to breach one or more of the Feedback Rules. Otherwise they won't.
For the future, when you find the need to appeal a decision on feedback, go to Ebay on Facebook. You will likely experience better results. You could still do this for that neutral if it is under 60 days old.
As for leaving a comment on feedback. Be very careful not to do more damage. Only post facts without emotion and ALWAYS professional. That comment is going to be seen by potential buyers. You want to impress them, not scare them away because of what you say. Your response to the neutral is OK, but just be very careful if this comes up again in the future.
*********************************************************
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
I'm sorry this happened to you. We all usually experience something like this from time to time and we know how disturbing it can be for a seller. I'm very happy to hear that the buyer that left you the negative was reasonable and worked with you. That is wonderful news.
As for Ebay removing feedback. It has to breach one or more of the Feedback Rules. Otherwise they won't.
For the future, when you find the need to appeal a decision on feedback, go to Ebay on Facebook. You will likely experience better results. You could still do this for that neutral if it is under 60 days old.
As for leaving a comment on feedback. Be very careful not to do more damage. Only post facts without emotion and ALWAYS professional. That comment is going to be seen by potential buyers. You want to impress them, not scare them away because of what you say. Your response to the neutral is OK, but just be very careful if this comes up again in the future.
*********************************************************
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
@buyselljack2016 wrote:eBay does not know if you did or did not give that buyer a refund. Sure, they can see that it was not done through eBay, but it could have been done by other means. Items could have been returned directly, not through eBay.
It would be the rare seller that would refund any buyer OFF Ebay. I don't think the OP gave any impression that this was something they did. So I disagree with you, Ebay can see the refund to the buyer.
@grapevine-hollow wrote:Thank you for the information. So if I try to appeal it through Facebook ebay, should I make a post on their page OR send a message?
ALWAYS send a message. Don't post issues publicly. That would be a great place for thanking the group but not sharing your issues. Let us know how it goes.
My two neutrals beat yours! Neither under my control.
Feedback happens on eBay!
ᓚᘏᗢ
@tobaccocardyahoo wrote:Many buyers actually believe neutral FB are neutral.
Ebay believes that too. The rarely remove neutrals.
Some sites remove any FB which is a product review as not relevant to seller performance, and they get complaints because sellers have a vast number of arguments which would turn any review they did not like into a product review.
Fortunately, fewer and fewer buyers read or leave FB each year, and some day, some site, will trash their FB system, and all of them will be gone.
That is not true. I've helped many sellers get neutrals removed. If they qualify for feedback removal per the policy, they can and do get removed.
@buyselljack2016 wrote:True. Rare. But tunneling in on a possibility is not unheard of. Have seen posters do it here on a regular and recurring basis.
Just presenting as a fact as to why eBay cannot just remove feedback on the say so of the seller.
If we posted every rare situation on everything we post, we all would have to post a book every time we post to give all situations and the potential outcome. If we did this every time many would stop using the community as it would be useless to read such long posts that cover all of that.
Now if the OP had brought up they refund off Ebay, then that is different. Then of course we need to address it. Otherwise it is so unlikely this happened it isn't helpful to bring it up. But hey, maybe the OP will come back and say you were on target. Doubtful, but it could happen.
I never bothered to try to remove mine.
Figured most people would see I couldn't control either situation.
I used ground shipping for a 12oz baseball cap that took 10 days, but I mailed it within 24 hours.
I did not manufacture the barbie outfits myself, but I thought they were both cute for resell. This was my first complaint on the material used. Can't please everyone I guess...
Neither contacted me nor asked to return, just left me neutral feedback. ¯\_( ͡° ͜ʖ ͡°)_/¯
ᓚᘏᗢ
I do as I can. We just don't know what the future might bring. What if in a couple months a buyer posts a few of them that can't get removed for cause. They can add up and then cause concern to potential buyers. So if I can see cause to have them removed, then I do report them. It doesn't take a lot of time.
