Flaw explained in both description and a clear photo included, neg received description didn't note?

[cockerspanielcute]

Hi all! Quick question that doesn't seem to be clear from the help pages;

I'm the seller, listed an item with 1 flaw that was both described in the listing with an "ATTENTION" type thing in all caps before that description 🙂  Plus a clear, large photo included of said flaw, with another line to please check that  specific photo out too.

Item was delivered and I waited 1 week, left good fb and that was that.  Then, got a negative "description didn't match (flaw area)"  Sigh.

Question is - does this qualify for removal? I'm afraid they will say oh its his opinion.  If it matters, its the first removal request I've ever made and have thousands of sales, 100% before this (now 90, yikes)  Sales are so slow and fb is even slower so that's why i'm upset - if it didn't change my % so drastically and I had lots to come after probably wouldn't care quite as much.  

I'm surprised he didn't message me or even do a return request. Not sure how it makes sense to wait a week, not message or return and then complain this way. 

[mam98031]

I can't see the listing on your account, so it is hard to know what happened or what was in the list, nor do I see the negative feedback on your account, so I can't advise on that without being able to see it.

Buyers are not required to message you before leaving feedback.

[simba6]

All you can do is give it a try.  

[albertabrightalberta]

@cockerspanielcute 

It never ceases to amaze me when members come here, post about something, then, as in your case, you made the feedback private, preventing us from seeing the listing and the comment from the buyer. 

Unless you sold the item on a different account, your sale is no longer viewable, indicating that it was months ago. 

Without seeing the listing or the buyer's comment, it's impossible to know whether your listing was accurate and transparent (as you claim) or didn't disclose issues. But what you've described doesn't sound like it qualifies for removal. 

[cockerspanielcute]

Thanks, yup I know none of that is required but it just seems strange - if they truly believed that wouldn't they message the day or next day after getting it, and/or return? Sort of a separate issue to my specific question, but odd.

Went in chat and while I know they just say whatever sometimes, they did say "I can see where you described and pictured that specifically so it will be eligible"  - it's quite clear since it's specific on both ends.

I suppose if someone actually takes the time to look at the listing they would clearly see its a buyer issue, but I know many will just see 90% and move on.   Sigh.  Just what I needed while sales were already slow. 

I know they sometimes take a few days to address the possible removal - should I reply to the neg for now? Or just leave it?

[cockerspanielcute]

It's not this account. Sorry for any confusion. 

It's pretty straightforward though so that's why I was a little puzzled - example:

Listing:  "There is one button missing. Please look at photo number 2 for reference."

(Photo 2 shows one button missing)

Negative fb: "Description didn't say button was missing" 

[lamber9347]

@cockerspanielcute People these days no longer read descriptions. They see an initial photo of an item they want and if the price is good, they buy it. Once arrived and they see a flaw, they go back to look at the description and see where it was pointed out, many times in several places. This is why they don't return it or send a message. What is the point, just to have the seller tell them, 'It was there all along.' So, they leave a negative 'pretending' the issue was the seller's fault, all along knowing it was theirs. This is our current populations thinking, blame someone else for your own misjudgments. 

There is nothing you can do, it's the buyer's opinion only. It doesn't qualify for removal; the chat person told you what you wanted to hear. I never advocate for replies to negatives because 99% of the time the seller makes it worse due to emotions. If you must leave a rebuttal, stop, think, be calm, and be professional. That buyer will never see your reply, only potential buyers will, so keep that front of mind. Best of luck to you....

[mam98031]

Some do and some don't.  Getting buyers to read descriptions has always been a problem.  It isn't new by any stretch.  However there are things a seller can do to minimize this, however being able to see the OPs listing and the FB the buyer left would be a great way to start so we could more accurately help the OP.

[cockerspanielcute]

Thanks - this all makes sense, and while unfortunate not such a shock. What's funny is that even with my no returns, I'd have happily taken one if they asked and I saw it could possibly  be an issue.

Though, surprised that the actual neg wasn't something subjective - seems like this is so cut and dry (in the example - any person reading can see if "missing a button' is there or not) rather than something that's not verifiable. 

I know there isn't much else I can do other than wait for the request to be addressed; and/or hope the buyer revises (not likely) - but was curious in cases where its something less opinion and more is there wording there or not, would they remove.  I know we all know how strict they are with removal though.  I suppose it also is dependent on the seller, history, if there are any other requests etc.

[cockerspanielcute]

UPDATE - just got an email accepting the removal! It's gone! WOW.

I am guessing it could be more because I have no other requests, a long history of sales, and really no issues - maybe this was the 'one freebie' or something? It said something like  "I see you did everything you could" etc.  I am shocked it was this quick. 

Curious - can they still request a return after fb removal? 

Anyone have any tips on how to make descriptions/pics even more noticeable? Other than larger text, using colors, repeating it over and over, not sure if I'm missing something or could do something more. 

[lamber9347]

Glad you got this removed, must make you feel better. Looks like you got your one freebie so keep that in mind for future reference. To answer your new question, yes, the buyer can return regardless of feedback removal or even if they left you raving positive feedback. Returns have absolutely nothing to do with returns. As long as it's within the 30 days for eBay. Also, buyer can return using PayPal for up to six months so nothing certain as yet, but returns aren't as common as they seem. Most likely you will never hear back from this buyer so try to put this behind you now. Best of luck to you....

[cockerspanielcute]

Thanks! Yes on one hand I feel good since I really never have issues like this and Ebay really stepped up, but on the other hand - something just DID happen, and could happen again at any time lol 🙂 

Thats what I thought - obviously would prefer none but would much rather have a return than a neg.  I did message the buyer first so will see if they reply.  I guess that's just part of any online selling though but its really frustrating especially when you take a lot of care to be thorough. 

[simply-the-best-for-you]

It's not a "one freebie" policy, I've had several of these removed & as long as your acct is solid, they will often removed.  I was gonna give you instructions on how, but I see that it's already happened, so congrats! 

[fm2000]

Yes, they can still do a return (and even worse they can still do a credit card chargeback.) Be careful and keep an eye out for them just in case.

[mam98031]

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@fm2000 wrote:

Yes, they can still do a return (and even worse they can still do a credit card chargeback.) Be careful and keep an eye out for them just in case.

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Well yes they can.  But if they filed a claim in Ebay and have been refunded off of that, the CCC won't allow the chargeback because they can see the refund for the item.  The Chargeback may initially get opened, but it will get closed in short order.