Has eBay gotten rid of the improved feedback protections already?

[clearancecorner]

Last year, eBay announced a bunch of new categories that they would remove feedback for.  Has eBay undone this already?  kyle@ebay 

I received this negative feedback today (all caps was by the buyer!): "I'M VERY DISAPPOINTED IN THIS SELLER AND PRODUCT .THIS LITTLE STRIP OF LEATHER IS SMALLER THAN A BAKED STRIP OF BACON , AND I PAID $10 FOR THIS ? A MORE REASONABLE PRICE'D BE $ 1, SO MUCH FOR CHRISTIAN ETHICS ."

Note that the buyer never contacted me before leaving feedback, so their experience with me is purely in the listing and receiving the item.  There was no message from me that they could have been disappointed in, leaving no ambiguity what their issue is.

EDIT: Yes, I will attempt getting the buyer to open a free return and I'll refund to try getting it removed.

The listing discloses that it's a 5.9" tall x 0.5" wide bookmark 5 times: 4 times in item specifics, and in picture #10.

I filed a Feedback removal request through the help system, and got back a generic "For this reason, the feedback was not removed."  But, it gave no reason for "this reason".

I contacted eBay through Facebook messages, and they replied: "Looking over the details of the feedback, we are not seeing anything here that would qualify the feedback for removal."

I waited many hours then said over Facebook that I was confused because the feedback removal changes last year clearly show this should be removed for several reasons, and asked for them to help me understand eBay's reasoning for each of my arguments.  They just responded that they will send my feedback up the chain of command, and wouldn't engage me in any clarifications on why they disagree with my reasons.

Here's what I sent in the appeal and by Facebook messages:

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I'd like to appeal a negative feedback from user *****, for item 256109827242. There are 3 reasons for removal.

1. The primary complaint is about the item's size, which is disclosed in the listing, so this violates eBay's policy of the buyer raising an issue that was correctly disclosed in the listing. The size was in the listing in 5 places:

a. Item Specifics "Product Dimensions"

b. Item Specifics "Item Dimensions LxWxH"

c. Item Specifics "Item Length"

d. Item Specifics "Item Width"

e. Photo 10 shows the measurements

2. The buyer's dissatisfaction of the value of the item is a personal opinion and factually wrong, and does not reflect any misrepresentation on my part. It is factually wrong that the buyer paid $10. The buyer paid $5.99 + $3.25 shipping, or a total of $9.24. Shipping costs me $5.50 [label and packaging.] eBay charged about $1.46 for the final value fee, and about $1.03 for the advertising fee. The net amount I got for this sale is $1.25. The price was clearly disclosed, and the buyer could have chosen to not buy it.

3. The buyer's comment attacking my "Christian ethics" is not relevant to the transaction, and is a violation of eBay's guidelines on harmful, inappropriate, or irrelevant comments.

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Then:

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I do not understand. eBay's feedback removal policy was modified in the last year -- see https://www.ebay.com/help/policies/feedback-policies/feedback-policies?id=4208 -- I gave 3 independent reasons why I think this feedback should be removable, and I'd love to hear eBay's reason for each of my reasons being invalid. The link above specifically discusses if the buyer is upset about something that is clearly stated in the item description, that "the feedback is unjustified and can be removed." The buyer is upset about the size and the price. I stated the size 5 times in the listing, and they agreed to the price. eBay's policy also says that it will remove feedback with "Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism." How is attacking my Christian Ethics over offering an item for sale that is properly described constructive criticism?

[pickapaper]

When I put "Christian leather bookmark" into eBay's search engine, it brings up dozens of listings for bookmarks similar to yours (the sayings on them may be different).  Most of these listings are selling 10 bookmarks for about $12-$13 with free shipping.  You charged $5.99 plus $3.25 shipping for a total of $9.24 for ONE bookmark.   I would guess that the buyer saw this big price difference, probably after he already purchased from you, and that is why he is upset.

You said the buyer did not contact you before leaving the negative but it is not a requirement that buyers do that.  I'm curious what you would have told him if he had contacted you first.  Would you have apologized and refunded his money?  Would you have told him he didn't have to buy your item if he didn't like the price?  How do you think this should have been handled?

[dak-nc]

They wouldn't remove a recent feedback for me either. Buyer left a complete false feedback. I had some personal issues & couldn't ship in time, so I cancelled the day after & let the buyer know why. He seemed understanding & said he'd repurchase when I listed them again. I said I planned to relist soon, hopefully by the weekend but I would contact him when I did. Hadn't heard anything else & it took a couple weeks, but I went to list the item again & he had left me a negative feedback which dropped me from 100% to 85.7%, smh. I was soo mad about it. He claimed I cancelled 3 days later, which was false & he said I ghosted him, he was mad that I didn't relist fast enough & he said he had to purchase elsewhere. I had no idea he was that upset, he acted fine & then I randomly get a negative review. I had to select the reason for cancelling as "Out of stock or damaged" cause the only other option was "buyer asked for cancellation" so they won't remove my feedback cause "they've found that the reason I cancelled was the item was no longer available" I just didn't wanna say the buyer asked to cancel when he didn't, but maybe I should have. Never had any issues w/ eBay, but now I've had two in the last week & they've been nothing but unhelpful. 

[klhmdg]

@dak-nc   You had a BBE. (bad buyer experience)

The buyer had every right to leave that FB and your reply makes you look worse.

You as the seller set your shipping times. You could make your handling times 5 days.

To cancel because you would be late shipping, you deserved the negative.

eBay will not remove FB like what you received. 

You also should start your own post since your issue was self-inflicted and the OPs was a different issue.

[dak-nc]

How do I select 5 days when it only gives the option for up to 3? I'm 40 minutes away from the nearest drop off & had personal issues, things that involve more important things than shoes, it's not like I just didn't wanna ship. Does nothing ever come up for you? Have you never had tough times prevent you from doing something? Must be nice if not. He said he understood & I cancelled as soon as I knew I couldn't make it, not 3 days later like he claimed. Idk how it makes me look worse when all I done was defend myself when they buyer got petty & in his feedback. Lol thanks for your reply though

[fbusoni]

@dak-nc 

Create a shipping policy here:  https://www.ebay.com/bp/ship/create

But I'm not sure, frankly, that that will make a difference, as you seem to be uninterested in what is known as "customer service."   

Neither eBay nor sellers care about your "issues."   Or mine, or any other sellers'.

That may come as a shock, I know.

[dak-nc]

Lol uninterested? I've NEVER had  a problem like this ANYWHERE! Uninterested would be ghosting him, waiting to the last day to refund without any explanation then never relisting the pair at all. I don't expect anybody to "care" BUT I messaged him so he didn't think I was just flaking on him, so when they tell me it's okay & they understand in messages I expect them to do just that & understand like they said, not hit me with a negative feedback over a week later without even letting me know they were upset. Lol yet I'm the one that looks bad, oookay. If they were so upset they should've said something right away? I didn't promise him anything other than I would list them again as soon as I got the chance, which I did. I've had similar things happen & I didn't cry about it & leave a negative feedback. I try to understand other peoples situations even if I don't really care. That may come as a shock to you though, I know..

[chevymontecarlo88]

Take your complaint to the eBay Facebook group. For someone to leave derogatory feedback about their religion should be an easy removal. IMHO 

Ask them specifically about the religion comment. That statement can be offensive and maybe if you highlight that issue with their CS, they may do something about it. 

eBay Facebook Customer Service Link 

(worth a second chance)

[ittybitnot]

 so this violates eBay's policy of the buyer raising an issue that was correctly disclosed in the listing.

@clearancecorner 

I don't know if eBay has a policy like that anymore.  I don't have time to look for one right now, but if it is still there. it is not enforced, has no bearing on whether a buyer can file a claim, and does not prevent the buyer from getting a refund.  It is sort of like "buyers are supposed to return products in the same condition" while we all know a refund will still  be given to the buyer even if they send back the proverbial rock.  

Returns are automated now.  What counts is the reason the buyer chooses from the dropdown menu.  Any comments added by the buyer are not important, nor will your photos and description be considered by eBay and compared to the buyer's claim.  Your item essentially becomes whatever the buyer says, the process goes on, and the results are quite predictable. 

[ittybitnot]

eBay gotten rid of the improved feedback protections already?

@clearancecorner 

After thinking about this I am not sure what you mean by "improved" feedback protections.  There was a new policy/procedure instituted a few months back but as far as I know it had nothing to do with any protection. Essentially, it was turning the feedback removal procedure into a "bot" action and summarized as such for "streamlined experience" which often cannot be considered any sort of "improvement" in eBay land. 

eBay for Business

We’ve recently standardized the process to have all feedback appeals submitted through the Seller Help Dashboard to better align with our global process and maintain consistency for all users. This would be why any support member you talk to though phones, chat, email, or social media would be unable to assist with the removal. We understand that changes can sometimes be challenging, but we believe this adjustment will ultimately create a more streamlined experience. Thank you for your understanding.

As the case with any eBay AI bot, this one did not work so well.  The "bot" just seemed to be in denial mode, even when the policy violations that would normally dictate "removal" were just ignored.  The fact that "CS" was no longer allowed to intervene with the bot action made it worse.  

I think they had to reverse their decision of NOT allowing CS to intervene for a while.  I would like to think it was because screen shots of the bot denial were being shared publicly.  I think CS will help now, but likely the Social Media version. 

[dolcetreasures]

I left two negative feedbacks for scam sellers who used false tracking and eBay removed both the negative feedbacks and the sellers won both cases despite having a lengthy list of INR complaints logged in as well as other misdeeds. I totally don’t understand this place.

You need to reach out to eBay on Facebook unless you have access to the concierge. 

[fbusoni]

@dak-nc 

Yes, uninterested.  To quote from your first post:

I had some personal issues & couldn't ship in time, so I cancelled the day after & let the buyer know why.

In the grown up world -- like here on eBay, for example -- you make certain commitments and are expected to keep them.

And there are, as you have found out, consequences for failing to do so.

Your personal issues are obviously irrelevant.

[clearancecorner]

@pickapaper wrote:

You said the buyer did not contact you before leaving the negative but it is not a requirement that buyers do that.  I'm curious what you would have told him if he had contacted you first.  Would you have apologized and refunded his money?  Would you have told him he didn't have to buy your item if he didn't like the price?  How do you think this should have been handled?

---

First, what I would have told him, absolutely not, if he had messaged me complaining I would have apologized for his inconvenience, and asked him to setup a return (a free return, since I have it set that way) to get a refund.  IMO, gracefully offering a return for a refund is the only correct response for any eBay seller, unless they marked a listing as no returns.

I didn't mention him not contacting me first to claim it was a requirement.  I was just mentioning it to clarify that there was no opportunity for the buyer to be disappointed in me due to messages between us.  If we had some interaction through messages, then his disappointment could have been in the way I responded rather than with what was properly disclosed in the listing.

[clearancecorner]

---

@dak-nc wrote:

They wouldn't remove a recent feedback for me either. Buyer left a complete false feedback. I had some personal issues & couldn't ship in time...

---

I'm sorry, and I feel for you, but as others have said this is definitely not a situation that eBay would remove feedback on.

[clearancecorner]

---

@chevymontecarlo88 wrote:

Take your complaint to the eBay Facebook group. For someone to leave derogatory feedback about their religion should be an easy removal. IMHO 

Ask them specifically about the religion comment. That statement can be offensive and maybe if you highlight that issue with their CS, they may do something about it. 

eBay Facebook Customer Service Link 

(worth a second chance)

---

Thank you for the suggestion.  Just to clarify, as I mentioned in my original post, I spoke with eBay's Facebook team twice after using the help system's removal request.  I gave them 3 reasons, the third being their religion comment.  The first time, they said they saw nothing wrong to justify removing.  The second time, they refused to discuss it with me and just said they would consider my feedback.  The website rejecting the request didn't surprise me -- two representatives with eBay Facebook not seeing an issue here is what greatly surprised me.