Feedback removal inconsistent with policy

[spacecoastparts]

Can someone more experienced than me at this please shed some light on what constitutes a harmful/inappropriate feedback policy violation sufficient enough to warrant removal.

Ebay leaves the door open for any harmful and nonconstructive feedback comments to be removed, and states if the feedback contains any of that type of content, it can be removed. I get that interpretation plays into what is considered harmful, inappropriate and nonconstructive, but when the content starts slandering the business instead of the product or transaction, that just screams violation no matter what else was mentioned.

Apparently, removal of this type of content is very inconsistent. One where the content included "this place is a rip-off" I've had removed on appeal, the other where the content was "I don't think this is a serious company" was completely ignored in favor of the buyer's experience. 

Front line reps and "back office" feedback team are very disconnected in the process. Responses are broken-English rambling sentences and don't address the specific issue. Once the appeal is denied, there's no other recourse. I know eBay had a push to treat feedback more fair for buyers and sellers by adhering to policy and removing manipulation from front line reps, and I'm all for that, but it sure doesn't seem like anything has improved based on my experiences.

[hartungcards]

"Front line reps and "back office" feedback team are very disconnected in the process."

That's because the "back office" feedback team (or any "back office" team that a CS rep tells you about) is just a canard they use to make you feel like you're getting somewhere and get you off the line.

[bonjourami]

Im sure Ebay would tell you that that buyer was entitled to express his opinion.

[12345jamesstamps]

Sometimes we sellers have to go out of our way to try to make a buyer happy to some degree.

I don't know what kind of interaction happened between the seller and buyer here.

'I don't think this is a serious company.'...did you try to solve the problem or just ignore it...

Returns or partial refunds or what was done?

And have to understand reps will understand 'this place is a rip-off'....which is offensive.

And usually reps are from another country and may not understand the wording or words of what Americans say as oppose to their own language. We are not dealing with employees in San Jose who answer the phones. 

[stainlessenginecovers]

Not sure where you went in the past to 'appeal' but I go to reps on FB, but ONLY if it wasn't removed and should have been. 

That feedback you have, is not a reason they will remove it since buyer says it wasn't the right part as stated...it will be your word against theirs. 

Was the item returnable? Did they attempt a return? Did you deny a return? 

[spacecoastparts]

I don't have FB, and although I've heard that going this route usually gets better results than the normal (outsourced) reps, I don't plan on getting a FB account just for this.

I would agree that much of this particular buyer feedback was their experience, and for that a feedback would be valid. However, the fact that an unconstructive and harmful [to my store] piece was added at the end is what would constitute removal according to policy:

We remove all feedback that contains any: 

• Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism

The key word here is any, which means to me that even if the buyer is sharing their experience, if they start to slander the seller or business, that feedback becomes a violation. Not seeing this fact is what probably denied my appeal.

[mam98031 · Accepted solution]

@spacecoastparts 

I can see from what you wrote that you tried to take care of the buyer, but they were not willing to work with you.  Sorry about that.  I've been there and it is difficult to accept when they just won't work with you and then leaves negative feedback.  It is very disturbing.  

Ebay is not however being "inconsistent" in how they remove feedback.  The feedback that your buyer posted just did not meet any of the rules to get it removed.  Just because a seller disagrees with it or because a seller tried to work with the buyer but the buyer just wasn't going to accept it, is not reason for removal.  I really do respect how that is not only annoying but frustrating.

Just keep being a great seller and put this behind you.  I know that is easier said than done.  I wish you the best.

[stainlessenginecovers]

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@spacecoastparts wrote:

I don't have FB, and although I've heard that going this route usually gets better results than the normal (outsourced) reps, I don't plan on getting a FB account just for this.

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I don't either, but opening an account just for ebay is not a big deal. You can have your account 'private' you don't need to post a picture of yourself, any pictures of anyone else, have any friends etc. Just open the account in 20 seconds and now you have it if you need it.