Having negative feedback removed?

[nancyscorner]

A buyer recently purchased a trading card, and I shipped the order on April 23.  About ten days later, the buyer opened an "item not received" case, and I refunded their purchase price plus shipping.  A few days later, the buyer left a negative feedback comment that reads "never received."  About three days later, the item was delivered to the buyer.  Long story short: the buyer got their card; they got a refund; I got a negative feedback comment.

This is the first negative feedback comment I've received since I returned to selling on ebay a few years ago, and I admit that it stings more than it should.  I don't sell a lot, so this one comment drops my rating from $100% to 99.5%.

Do I have any recourse?  Buyers--and ebay--should understand that the postal delays shouldn't be blamed on sellers. 

Thanks,

Nancy

[rosszonebricks]

11,000+ positive feedback, going to 99% is NOT in any way going to harm your sales.  Most buyers won't even blink even if they do look.

What WILL help is a well-crafted response, and keep in mind you are really writing your response to future buyers not the one who left the negative.

It could simply be "An Item Not Received case was initiated by the buyer. At the time, tracking did not indicate Delivered, so a full refund was given as part of our consistent quality customer service. The package was then still delivered a few days later."

[fern*wood]

Since it has now been delivered you could try contacting the buyer to see if they would be willing to revise the feedback.  If so, send the official revision form to them and hope they follow through.

[nancyscorner]

Hi,

Thank you for responding so quickly!!  I refunded the buyer myself, the same day they filed the "item not received" case.  I also sent a nice apology, telling them that if the item arrived, they could keep it.

Some people are just jerks, I know, and one negative comment doesn't mean much.  But lately, a fair number of my customers' packages have gotten hung up en route to their destinations.  I was just wondering if ebay had any extra seller protections in place, given the recent postal problems. 

Thanks,

Nancy

[evelyb30]

Contact eBay for Business on Facebook and lay out the sequence of events.  Item purchased (date), shipped (date) - supply tracking number.  Buyer filed INR, received refund (date) . Received (date) because USPS is in slowpoke mode.  Neg is for USPS not seller.   

They may say that it's your fault because you chose the shipping agent, but may also just remove it.   I've seen it go both ways.  

[rosszonebricks]

I 100% get it.  They state that they will remove negative or neutral feedback if it's a 'known shipping delay', etc.  But those will be posted on your Dashboard in Seller Announcements.  However.... the recent huge mess of major tornados and storm across 10+ states ... isn't yet listed as an official known delay where protection is offered.

I have a few packages that seem to be bouncing around myself, and kind of fear a few INRs shortly too.

That said, you do have 3 days before you have to refund.  So maybe just not do it asap on the first day?    I tend to start a little spin+customer service like:

"I did check the tracking and while it does appear to be running late, it still appears in motion with the last update being XXXXXX.  I will monitor the tracking number and if no additional movement in 2-3 days I will go ahead and refund your order."

And then I do go to USPS and put in that tracking, and have it send updates to my phone via SMS.  

That at least buys you a few days, and even more if in those 2-3 days tracking does update again.

[tinsoldierunderground]

@nancyscorner 

There is at least one post I found today where it seems ebay has made feedback removal an AI job.

The CS humans (the good ones on ebay for business) have stated they no longer are able to remove feedback even when there's a policy violation.  Another great ebay innovation.

[mam98031]

@nancyscorner 

Did you review the tracking on the package after you were notified of the INR ?

If there was movement on the tracking within the last 7 days, Ebay would not have required you to refund yet.

Anytime there is an issue with the tracking via USPS on a package there are some steps you should take right away.

First go to the USPS website and call up the tracking number and review all the entries.

Second sign up for email notifications to any changes to the tracking.  Click on the down arrow to the right of "Text & Email Updates".  Fill in the info.

This serves to give you up to date info on the movements of the package.  It can be real handy if you end up closing the INR out and refunding the buyer because the item really was lost.  Then if the item gets delivered at a later date, you will be notified.  You can then contact the buyer and let them know you are aware that the item has finally been delivered.  Politely and professionally ask them if they want to repay you for the item and keep it or if they would prefer to return it to you.

If you don't hear anything from the buyer, there really isn't much you can do about pushing this, but you can notify Ebay and see if you can get Ebay to cover it.  Depending on the situation, they may refund you.

Now you need to go and file for a TRACE on the package.

https://usps.my.site.com/emailus/s/

Just fill in the info they ask you.  You will need the buyers address, so make sure you have that info ready when you go to fill in the info.

Make a note of the Tracking claim number as it could be handy later.

Contact your buyer and let them know that you have filed for a Trace on the package and you will keep them fully informed with any information you get from USPS.  Let them know it takes 48-72 hours for them to respond.

If there is an open INR, ALL you communications with the buyer should be done inside the claim.  Even if the buyer emails you in regular Ebay emails, respond in the claim.

There is no reason this should be getting refunded anytime in the next few days.   Ebay will keep an INR minimally if there is movement / tracking entry within the last 7 days.  

So your buyer now has the item and the product.  Have you contacted them to let them know you are aware of this?

[sin-n-dex]

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@nancyscorner wrote:

A buyer recently purchased a trading card, and I shipped the order on April 23.  About ten days later, the buyer opened an "item not received" case, and I refunded their purchase price plus shipping.  A few days later, the buyer left a negative feedback comment that reads "never received."  About three days later, the item was delivered to the buyer.  Long story short: the buyer got their card; they got a refund; I got a negative feedback comment.

This is the first negative feedback comment I've received since I returned to selling on ebay a few years ago, and I admit that it stings more than it should.  I don't sell a lot, so this one comment drops my rating from $100% to 99.5%.

Do I have any recourse?  Buyers--and ebay--should understand that the postal delays shouldn't be blamed on sellers. 

Thanks,

Nancy

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Reach out to the buyer and let them know you see they did eventually receive their card, you're sorry it took so long and arrived late, but you did your best to dispatch it promptly. Would they mind revising their feedback since they've been made whole and received the item too. Tell them you don't require a repayment for the card, you'd just like the feedback revised since what they said is no longer accurate.

Or you could just reply and comment the card was delivered a few days after the feedback was left and the buyer received a refund as well. Or something like that. I don't imagine a feedback like that will hurt your reputation (says the seller who dreads receiving one and knowing eBay won't remove it).

C.

[sin-n-dex]

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@evelyb30 wrote:

Contact eBay for Business on Facebook and lay out the sequence of events.  Item purchased (date), shipped (date) - supply tracking number.  Buyer filed INR, received refund (date) . Received (date) because USPS is in slowpoke mode.  Neg is for USPS not seller.   

They may say that it's your fault because you chose the shipping agent, but may also just remove it.   I've seen it go both ways.  

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It's not that easy to get negs removed anymore.

C.

[dnasilver]

Postal issues started in 2020 when DeJoy took over. 

[soh.maryl]

Why not reply to that FB? Something like:  So sorry that your card was delayed in the mail and glad that you finally did receive it.  

[evelyb30]

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@sin-n-dex wrote:

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@evelyb30 wrote:

Contact eBay for Business on Facebook and lay out the sequence of events.  Item purchased (date), shipped (date) - supply tracking number.  Buyer filed INR, received refund (date) . Received (date) because USPS is in slowpoke mode.  Neg is for USPS not seller.   

They may say that it's your fault because you chose the shipping agent, but may also just remove it.   I've seen it go both ways.  

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It's not that easy to get negs removed anymore.

C.

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A blinkin' I rides again.