Had a Negative Feedback Reversed

[Anonymous]

I just had a negative feedback reversed and let me tell you what a pita it was to get it reversed.

So in the shortest narrative I can give, a buyer of 20 feedback's total, bought a $17.95 item. I always use tracking and the tracking showed it was tracked from the day I delivered it to the Post Office. It went out of state and got hung up in the postal system for about 10 days. The tracking showed in and out, in route, back to the distribution center several times. In the meantime I received negative feedback the package never was delivered about 10 days in this ordeal. I contacted the seller and said I would just give them the money back whether it was delivered or not, just please remove the negative feedback. They never responded.

I then went to eBay calling them and explaining my case / situation. They looked at the tracking and pretty much agreed there was a problem, but said there was nothing they could do.  I by passed the first rep and asked for their manager. She called back and I presented my story once more. She said there was pretty much nothing they could unless they saw the package was delivered.

So a few days go by, package delivered, nothing from the buyer, nothing from eBay. I called again today and told them packaged was delivered. She said there was nothing they could do unless I contacted seller, which I already said that I have. I also told her that in the notes the manager said they would reverse this if the package was delivered. She said she did not see that note.

I finally stepped this up and truthfully let her know that they can look at their records and see that I have sold 68,000 dollars + since I started in 1999 and that my business store sold over 70K in 2017. I proceeded to tell her I dropped my 1000 Premium personal store down to the basic selling store of 250 of which I only now have less than 50 listings. I also let her know that through the personal and business stores, I have spent 10's of thousands of dollars between the two in the last few years, but just shut the whole eBay buying down to -0- since the negative feedback. In addition I let her know the business store was being shut down and moving to Amazon.

She put me on hold for a few minutes and came back and said we are removing your negative feedback and we apologize for the inconvenience.

I still wasn't through. I let her know that this whole ordeal is like a elementary school where you get gold stars, or read stars for being bad. I let her know that this is a broke system, as a buyer I have changed my habits and would veer away from ebay and as a seller you just lost an industrial seller and my personal store would be shut down in April after my commitment was over.

Sorry for being so long winded in this post, but eBay has turned into a joke and is not for the best interest for sellers, really never has been, but it is getting worse.

[city*satins]

Interesting story.  Glad you got your neg removed.

You know that saying how when you're in a hole, stop digging?  There's a similar one that goes something like "When you've won, quit fighting."

Which is kind of my reaction to the part that went:

....I still wasn't through. I .....

I think it would have been better to just say thanks and save the and a plague on both your houses speech for some other day.  After all, the person on the other end of the phone still had the power to NOT remove the feedback.   

It's never a good idea to tempt people who are helping you to decide maybe it would be better to be passive-aggressive, you know?

JMHO

[Anonymous]

Well like I said, I tried to keep this original post as short as possible.

I did thank the ebay rep at least 3 times for removing the negative feedback, but if you don't let them know where you stand, you are nothing more than a sheep going to a slaughter.

After all, these are nothing more than employees making a little above minimum wages telling you the CUSTOMER, that they have the power and you are just a shrew.......

[bnovick]

I totally agree that the system is flawed and the ordeal to change a negative feedback rating is not worth
the effort. You would think that eBay management would seethes and fix it. I agree that eBay is not in the
best interest of sellers.

[richardwillardcollection]

Ebay does protect the seller, they have always protected me, and I have made some huge mistakes, when we have neg feedback removed by cs, we do not speak of this.

[city*satins]

I suppose that's one way to look at it,  but it's not the way I would.  I worked in telephone customer service myself once, and I can tell you that customers who figured that it was my job to listen to them explain to me everything that they hated about the company I worked for, its policies, and how they were never going to condescend to give it any more of their business, especially after I just helped to resolve their problem, were the least fun part of my day, especially since my job was low on the totem pole and the company wasn't interested in me doing more than logging the customer's issue and what I did about it.   

My performance appraisal often reflected how long it took me to complete a call. It wasn't much fun to be told that I wasn't clearing my calls fast enough when I solved the customers problem in 3 minutes but then was subjected to 12 more minutes of their griping about the company. I wasn't allowed to hang up on them, and the most I could do was promise to pass their concerns to my supervisors.  Yet they'd still go on and on and on and on.

Maybe you are confused about who's the sheep and who's the shrew.  Seemed to me often the shrew on the phone was a shrew all right, but perhaps not in the way you mean.

[lewisburggold]

We think you did very well.  Its not easy to get a neg removed.  Best regards

[chrysylys]

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@Anonymouswrote:

I still wasn't through. I let her know that this whole ordeal is like a elementary school where you get gold stars, or read stars for being bad. I let her know that this is a broke system, as a buyer I have changed my habits and would veer away from ebay and as a seller you just lost an industrial seller and my personal store would be shut down in April after my commitment was over.

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So, why did you care about a rating if you yourself think it didn't mean anything?

As to your issue, Staff has openly said that carrier issues are the responsibility of the seller, so the FB should have remained.

[city*satins]

As to your issue, Staff has openly said that carrier issues are the responsibility of the seller, so the FB should have remained.

The OP says that eventually tracking showed the item as delivered.

[chrysylys]

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@city*satinswrote:

As to your issue, Staff has openly said that carrier issues are the responsibility of the seller, so the FB should have remained.

The OP says that eventually tracking showed the item as delivered.

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Late ...  which Staff says is grounds for a Not As Described Return, so it should also be grounds for a buyer to submit a Neg. and for it to remain.

[city*satins]

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@chrysylyswrote:

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@city*satinswrote:

As to your issue, Staff has openly said that carrier issues are the responsibility of the seller, so the FB should have remained.

The OP says that eventually tracking showed the item as delivered.

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Late ...  which Staff says is grounds for a Not As Described Return, so it should also be grounds for a buyer to submit a Neg. and for it to remain.

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Those 2 are separate issues.  INR as ground for a complaint is valid but the outcome of an INR is not relevant to the validity of a neg.  A CSR is not required to look up, nor is a seller required to mention to the CSR, that an INR case was filed (successfully or otherwise) for that listing.  The CSR only needs to ascertain that tracking shows the item was delivered, contrary to the feedback statement.

As long as the seller requests within 30 days that the feedback be removed, it doesn't matter that the statement was true at the time that it was written.  It only matters that at the time the seller requests its removal, the feedback stating non delivery is untrue.  This is one of the few times that negative feedback can be removed.

[castlemagicmemories]

Wishing you all the best in moving to A*****.

Good Luck.