I should be able to get this negative removed easily right?

[bigdeals.etc]

Backstory:

Super friendly buyer files a remorse return, automatically accepted. About a day later the return get escalated somehow (which is very weird). Ebay puts the funds on hold and rules that buyer must return the item for a refund (I probably got a defect for this despite me originally accepting this return with the exact same terms).

Buyer messages me saying they shipped it back long ago but the tracking is stuck on “awaiting delivery scan.” I asked my carrier to look all over for the package and he came back saying he doesn’t see it in the office (usual areas that idiot carriers leave packages). I tell my buyer this, and contact eBay. Ebay says to let the case time out and whomever the case is awarded to, the other party needs to contact eBay and “appeal” it as ebay will protect both of us. I tell the buyer this.

Ebay then closes the case as inactivity but according to verbiage, awarded the buyer. (Screenshot)

So I call ebay about the appeal but the agent says they see that the funds haven’t been taken from my account. And the buyer hasn’t been refunded. Weird. So I tell the buyer this so they can contact eBay (as per that agent’s suggestion).

Days later I receive this negative feedback “I had sent this back to the seller on 04.30.21. I provided the tacking number both to ebay and to the seller. Seller states that the item was not received. Checking tracking on USPS, it showed “waiting for delivery scan" or words to that extent. Seller has been very cooperative and said he would check with his mail carrier. Alas, the item was not located. As the case was closed by ebay on 05.26.21. Ebay stated that I "could keep the item". I am still without the refund. Not Happy with ebay”.

#1 I should be able to easily get this feedback removed using the automated removal request system right? I haven’t had the greatest success with that system.

#2 Do buyers generally know that negative feedbacks left are aimed at the seller and not anyone else (like eBay)?

#3 Can anyone help explain what really happened during this process? How the return got escalated so early (giving the same resolution that was already in place), what the heck that case outcome means, did I likely get defects/service metric dings, and why the buyer wasn’t refunded when it was found in their favor?

[vintagecraze50]

I’D do a double check with the CS again agent to look and see if that refund was sent to the buyer. Maybe there was some kind of glitch. Then see if you can get this removed because the feedback clearly point the finger at ebay and not you as you did everything to help this customer.

[eleanor*rigby]

#1 I should be able to easily get this feedback removed using the automated removal request system right? I haven’t had the greatest success with that system.

I would not expect anything relating to this process to be easy.

#2 Do buyers generally know that negative feedbacks left are aimed at the seller and not anyone else (like eBay)?

I doubt it. I think many have the idea that they're rating their overall "buying experience."

#3 Can anyone help explain what really happened during this process?

No. 🙄

[katzrul15]

I would try again to chat with CS on this one.  Sorry, but cannot really tell what happened here.  But I would chat with them and ask.  If the Buyer was not refunded, see if that can happen and if not, why it did not happen.  If yes, Buyer should agree to FB removal as clearly based on what is written, they are not unhappy with you as a Seller.  

If the buyer was refunded, glean the details from e-Bay and write to the buyer explaining what happened and date e-Bay says they were refunded.  My guess is they were refunded and some how the Buyer did not realize same.

Good luck.  This one has a few moving parts.

[gracieallen01]

Just curious - have you ever thought about writing a book - yours would probably be a tome - about the 'events' that have occurred between you, the buyer(s) and ebay?  Not too sure what category it would fall under, whether it would be comedy, thriller, horror or 'tales from beyond', though, but it would surely be a best seller!

😁

[bigdeals.etc]

Haha yea haven’t heard that in awhile. But it’s been mentioned a number of times that I write a book. It’s gone to the point that I’ve had so many weird experiences that only the weirdest of the weird remain in my memory. I’d have to dig up old posts in here to gather book material.

More generally, regardless of the specifics I should at least be able to remove that feedback under the sole reason that the buyer mentioned an eBay case linked to this purchase and its outcome, correct? That’s still against feedback policy right? Will the automated feedback removal catch that if I just reference that reason and not the others?

[gracieallen01]

Well, as far as the feedback, yeah, if nothing else, just for the mention of the case, which in the past had stood the test of time as far as warranting removal.  Sometimes I wonder, though.  Is it decided by who the CS provider hired last night or where the coaching papers were put away last or how the surf is today or what 'bot called in sick or ...... ?  It only seems to be consistent to policy when it is convenient. 

However, I think that topic could fill Chapter 2914 quite well.   😀

[dizzardx]

It sounds like buyer created a shipping label, maybe thought he shipped package, but never did (like it's under the seat of his car or something).

[onlinecentral]

The rules for a refund depend on who paid for the label and if the package got an initial scan or not.

Not as described - Seller paid for label
Any scan results in the buyer getting a refund, eventually. The package does not have to get delivered back to the seller.
No scan causes the case to time out and no refund.

Remorse - Buyer paid for the label
A delivered to seller scan is required for a refund.
No scan causes the case to time out and no refund.

The Case Outcome message does not reflect what happened. If a case gets escalated, the bots or CS will sometimes close the case and send an incorrect message. Check your metrics for a ding. CS are not enabled or empowered to correct these dings. They will give you the run around and you just need to wait for this to drop off your record. Not logical or fair.

Since funds were not deducted to issue a refund, monitor that and appeal if it changes.

[retailtechoutlet]

Go to help > account > seller performance and talk to someone there. Explain that you had a case of buyer's remorse / buyer error and feedback should be removed. 

[Anonymous]

#1 Maybe? Point out that it's a Free Returns listing.

#2 Hit or miss. Buyers run the gamut.

#3 The return was approved by you. The buyer contacted eBay and a rep then escalated it to a case  when they shouldn't have. It was escalated and simultaneously found in the buyer's favor, but it required a return for a refund. The outcome speaks to what happened when it was escalated, not what happened when it closed out because the case wasn't closed with an escalation - it was closed due to inactivity. The buyer didn't get a refund because there was no delivery, however since you provided the label, that makes you responsible for refunding if the package is lost in transit. The buyer should get a refund if they appeal.

There wouldn't be a hit on service metrics unless this was a SNAD. Whether or not you got a defect - well you shouldn't have, but then again, the return shouldn't have been escalated to a case in the first place.

[lacemaker3]

---

@bigdeals.etc wrote:

Backstory:

...

Ebay then closes the case as inactivity but according to verbiage, awarded the buyer. (Screenshot)

So I call ebay about the appeal but the agent says they see that the funds haven’t been taken from my account. And the buyer hasn’t been refunded. Weird. So I tell the buyer this so they can contact eBay (as per that agent’s suggestion).

...

#1 I should be able to easily get this feedback removed using the automated removal request system right? I haven’t had the greatest success with that system.

...

---

@bigdeals.etc, I'm sorry, but based on the facts you provided, this feedback does not qualify for removal. Some of the facts don't add up (and I can't sort out what really happened for you), but based on what you've posted, it doesn't meet the requirements to be removed (see below). I could be wrong on this, but that's how I read the policy.

All removals are supposed to be automatic, although it does take a few days sometimes. Appeals are only supposed to be granted if the situation qualified for automatic removal, but it didn't happen for some reason.

Perhaps the best way forward would be to refund the buyer, and then request a feedback revision.

The Automatic Defect Removal would have protected you if this had been an MBG case, but I don't think remorse return requests are included in MBG cases. MBG covers INR and NAD cases, but I don't think it covers remorse returns returns unless the seller refuses to honor their return policy.

https://pages.ebay.com/seller-center/service-and-payments/defect-removal.html#automatic-defect-remov...

Free Returns are only protected from negative/neutral feedback if you have issued a partial refund (the first 2 bullet points), but from what you  have said, the buyer didn't get a refund at all. 

https://pages.ebay.com/seller-center/seller-updates/2018-spring/seller-protection.html#m22_tb_a1__2

The Feedback Policy doesn't have any rules any more against mentioning cases in feedback. They had relaxed the rule a lot in recent years, and I don't think what your buyer said would qualify for removal any more.

https://www.ebay.com/help/policies/feedback-policies/feedback-extortion-policy?id=4230

[donsdetour · Accepted solution]

I looked at the feedback:

Have it removed do to mentioning case: or more correctly investigation

per this rule:

Any references to investigations

form this page:

https://www.ebay.com/help/policies/feedback-policies/feedback-misuse-policy?id=5030 

[bigdeals.etc]

---

@donsdetour wrote:

I looked at the feedback:

Have it removed do to mentioning case: or more correctly investigation

per this rule:

Any references to investigations

form this page:

https://www.ebay.com/help/policies/feedback-policies/feedback-misuse-policy?id=5030 

---

Thanks. I'm gonna try this route as I'm too lazy to call ebay. Fingers crossed.

[chapabargain]

As the very least, reply to the feedback and explain what happened.

@bigdeals.etc