eBay

clearancecorner · ‎03-19-2025

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.

-----

Then:

-----

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?

clearancecorner · ‎03-19-2025

@ittybitnot wrote:
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.

https://www.ebay.com/help/policies/feedback-policies/feedback-policy?id=4208

That page says:

Buyer-related transaction issues... The buyer is raising an issue that was correctly disclosed in the listing... Sandra sold a pre-loved dress and received negative feedback that said “There was a small stain on the inside of the dress, wish I’d known, grr!!” However, the item description clearly stated that there was a stain on the inside of the dress. On this basis, the feedback is unjustified and can be removed.

ittybitnot · ‎03-19-2025

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

@dolcetreasures

Usually the main reason a buyer that is a victim of the "fake trackins scam" loses is because they file INR (Item not received). It is quite understandable that is what they file, because that is the only choice eBay gives them that resembles the problem anyway. But when there is a "delivered" status associated with the order, that is all that is considered even if it is fake. Most of the time a parcel with some cheap item is sent to a gas station, tavern, or other address in your Zip Code, and that is all that is considered in the case. ( Now the scammers are "doubling down" and sending to empty lots, or non-existent address so the parcel is "returned to the seller" confirming for some eBay bot that this is the BUYER'S fault for providing an incorrect address as well.) Most often the same denial goes for an appeal, or contacting the regular outsourced foreign call center CS agents you get in a call back or chat.

There are things you can do, however, if you know. You will not find a published eBay policy. Depending on how long ago you were duped, there may be some additional help. The hardest thing to do sometimes is to give up on INR, and file for Fraud/shipped to wrong address, or Fraud/Fake Tracking scam. Those options will be available to you elsewhere. I would encourage you to read some of these, and come back if you have any questions. There are various suggestions made, and often the victim will return to let us know how it worked out:

Jan. 2025

Feb. 2025

https://community.ebay.com/t5/Buying/DHL-Messing-up-shipping-or-a-scam/m-p/34918930#M513039
https://community.ebay.com/t5/Buying/Item-shipped-to-wrong-address/m-p/34918657#M513034
https://community.ebay.com/t5/Buying/Fake-Tracking-Scam-how-do-I-prepare/m-p/34920656#M513092
https://community.ebay.com/t5/Buying/Seller-scamming-me/m-p/34954964#M514849
https://community.ebay.com/t5/Buying/I-just-got-scammed-and-I-don-t-know-how-to-proceed/m-p/34955823...

March 2025

clearancecorner · ‎03-19-2025

@ittybitnot wrote:
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.

https://community.ebay.com/t5/Announcements/Seller-Check-in-Feedback-Update/ba-p/34523278

This page includes: "New Changes to Our Feedback Policies. We’re glad to announce that more than a dozen Feedback policy changes have now taken effect on eBay. As we go forward, we’ll be adding more use cases where feedback removal is warranted..."

ittybitnot · ‎03-19-2025

That page says: On this basis, the feedback is unjustified and can be removed.

@clearancecorner

It is BOTS now. Nobody informed the bots about the policy. I would assume that since the regular CS is so inept, their auto-feedback request form does not take in consideration posted policy, the social media portals had to hire a bunch of newbies. From reading posted responses in screenshots from other users regarding many different issues, the "newbie" hires often read from scripts, just like our esteemed CS foreign call center reps in overseas locations.

That is why is important to read here. WE ALL CAN SEE WHAT THE POLICY SAYS.....but here we can tell you how it is playing out. I think there was a quote from a CS agent once that said "Sir, that is what the policy says, but that is not what it means".... go figure. You have little control. There are no humans, and the ones that were, have now been deemed unnecessary and replaced.

ittybitnot · ‎03-19-2025

We’re glad to announce that more than a dozen Feedback policy changes have now taken effect on eBay.

@clearancecorner

That may have been the announcement made AFTER their previous "streamlined" version was debunked that I referenced previously.

If you have a problem with a feedback that due to posted policy would be eligible for removal, AND you have been thrown under the bus by the bots......make a copy of the policy, make a copy of the link to that policy page, and use a social media portal again, and ask why your previous request was denied.

If the reply is something dumb, like you should request a feedback revision (for an ID that is already kicked off the site) let us know.

glorybells · ‎03-19-2025

Do I understand about personal problems? Heck yeah . . . 12/25 I was admitted to the hospital, in there until 1/2/2025. I had eBay items listed. I didn’t have my iPad or phone with me. If something had sold on 12/25, I wouldn’t have even known it sold until 1/3.

Would I have accepted that I might receive negative feedback from disappointed buyers? Absolutely. I have seen sellers get their feedback scores totally trashed because of personal emergencies, and later come back from it. But eBay is buyer- centric, and not getting an item for whatever reason is going to result in a bad experience for the buyer.

GloryBells •
eBay Mentor Since 2008

chapeau-noir · ‎03-19-2025

Getting back to the original post - I would not knuckle under and offer a refund and ask for a revision. No one twisted this buyer's arm to purchase the product - they did it out of their own free will. I once got a neg because they didn't like the price of what they freely bought from me, I just replied to it. I've also gotten a neut because the buyer didn't read the measurements written in two places. I'm not begging people and giving them money to make their own stupidity 'right', even though I'm immediate in making my buyer whole if I made the mistake.

My advice is to just leave a neutral response reiterating that dimensions for this bookmark were detailed in the description and you would have taken a return for dissatisfaction. That neg isn't going to hurt your sales.

Good luck in whatever you decide to do!

ETA: That neg should have been removed, though, I understand. Also, eBay for FB no longer have the ability to remove feedback.

“The illegal we do immediately, the unconstitutional takes a little longer.” - Henry Kissinger

"Do not obey in advance." Timothy Snyder "On Tyranny"