Feedback

[techmalloutlet]

Buyer agreed to remove the feedback upon receiving refund. However, he claims he did not receive the feedback revision request. Also, buyer bought the wrong size and feedback has nothing to do with transaction, I have been trying to explain to the customer service and I keep getting same respond like a robot.  Buyer agrees to remove the feedback and we issued the refund. What can be done? Should I just send a letter or email to corporate office instead of dealing with costumer service agents who has no idea what they are doing?

[12345jamesstamps]

A revision can be done in 30 days only...after 31 days a revision cannot be done by a buyer.

But as you are a TRS seller I thought eBay can delete certain negative feedbacks...maybe I am wrong?

[movieman630]

Best thing you can do for your own sanity is forget about FB.  Don't focus on it, if you reach a certain level of selling you'll always have negatives it's just part of dealing with the general public.  You can't please everyone.

Embrace them.  Reply if you feel it's necessary but stick to facts in your reply, don't make it personal.  Just take it and forget about it.

[mam98031]

@techmalloutlet 

Did you send the buyer the Feedback Revision form / email?  You are the only one that can do that.  Once you submit the request, Ebay sends the buyer an email.  You need to let them know that it is an email from Ebay.  Inside the email is a link so the buyer can easily revise their feedback.

Keep in mind that you should only do this when you and your buyer have agreed to them revising the feedback.  There are four reasons for that.  1.  The buyer needs to know it will be coming via an Ebay email.  2.  When you issue the revision for, it has a 10 day life span.  3.  If the buyer doesn't use it within 10 days it is no longer valid and you can not send them another one on the same transaction.  4.  You have a limited number of these forms that you can use in a year.

https://www.ebay.com/help/selling/leaving-feedback-buyers/replying-feedback-received-item-sold?id=41...

[techmalloutlet]

Yes, I did send the revision request and the buyer claims he did not receive it. However, it is clear that he agreed to remove the feedback upon receiving the refund in our msg. Ebay customer service is disregarding the msg and keeps replying the same msg about feedback that does not violate eBay policy. I have been selling on eBay for close to 20 years and so far, the worst customer service experience.

[techmalloutlet]

Correct, I do not worry that much about it however, I am **bleep** because the buyer agrees to remove it but eBay agents just ignore his request.  

[mam98031]

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@techmalloutlet wrote:

Yes, I did send the revision request and the buyer claims he did not receive it. However, it is clear that he agreed to remove the feedback upon receiving the refund in our msg. Ebay customer service is disregarding the msg and keeps replying the same msg about feedback that does not violate eBay policy. I have been selling on eBay for close to 20 years and so far, the worst customer service experience.

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Did you tell them it would be in an email from Ebay?  They may have been looking for something from you.

Ebay isn't "disregarding" anything, they will never assume to take action on your word as the buyer may have changed their mind.  The buyer however might be able to contact Ebay and get it revised.

Don't blame this on CS, it isn't their fault.  They would have never revised the FB on your say so even with an email from the buyer.

If it has been less than 10 days since you sent the Revision Form, have the buyer check for an email from Ebay, give them the date you sent it and that may help their search for the email.  Have them check their trash and their spam folder too.

[mam98031]

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@techmalloutlet wrote:

Correct, I do not worry that much about it however, I am **bleep** because the buyer agrees to remove it but eBay agents just ignore his request.  

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You are blaming them for something they would have never done in the first place.

[fashunu4eeuh · Accepted solution]

Hi, @techmalloutlet 

I am assuming this is for the orthotic sock listing. Since you offer 60-day free returns on that item, and it looks like there is negotiation for a return quid-pro-quo with this buyer, you’d be better off dropping this matter.  

Free returns means the customer receives a return and refund under any circumstance. But based on your post, it sounds like you promised the customer a refund if he changed his feedback? You wrote: “Buyer agrees to remove the feedback and we issued the refund.”  

I am afraid you have unintentionally veered into a bad position. Buyers and sellers are not allowed to barter with feedback according to policy. 

”Sellers aren’t allowed to:

Offer refunds or other monetary compensation, or additional items or services that weren't part of the original listing, in exchange for buyers leaving specific feedback or revising negative or neutral feedback…”

https://www.ebay.com/help/policies/feedback-policies/feedback-extortion-policy?id=4230

[funcaro-0]

if it's been over 30 days, what's done is done.

[funcaro-0]

I had a terrible experience with how eBay US functions, "It's almost impossible to make them change what has been done."

[mam98031]

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@funcaro-0 wrote:

if it's been over 30 days, what's done is done.

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If you look at the OP's fb, you can see that the 2 negatives they have are within the last 30 days.

[mam98031]

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@funcaro-0 wrote:

I had a terrible experience with how eBay US functions, "It's almost impossible to make them change what has been done."

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@funcaro-0 

That is a very recent change in regards to feedback.  And we are trying to get the attention of the proper people to get some answers.