Is it possible to ask EBay to step in to remove a feedbak?

[traposse]

Hi, I've just received a neutral feedback from a buyer because he have paid custom fees. He didn't contacted me about this so I couldn't even help but once I print the EBay bill and put it in the package it's not possible for me to control which package or not will have custom fees. Is it possible to have feedback removed from EBay when it's a situation that is totally out of the seller's control like this?

[ten_o_nine]

Yes, it's possible, call them and see.

[traposse]

I will try, thanks

[fashunu4eeuh]

While it can sting to receive an unfair complaint in Feedback, I would not give your neutral a second thought. First, the verbiage is in German. Second, you have an exemplary account and that neutral will be washed away by a sea of green positives. No buyer is going to think less of you for having it. Third, neutrals do not impact your feedback score. Overall, feedback is slowly losing its relevancy on eBay.

There used to be a clear indication in policy that a buyer leaving poor feedback regarding customs costs was a violation and would be removable. However, I can no longer find that clause. The closest I could find is an example given in automatic feedback removal for late shipping due to customs delays. And you might be on better footing for feedback removal had your listing contained the following information: For your protection, eBay strongly recommends including a disclaimer in the listing for those members selling internationally. This alerts the buyer and gives them a head's up so they are not side-swiped by taxes and other costs associated with importing an item the way your buyer apparently was. 

Here is what the policy suggests you use in the description area of your listing:

"International buyers – please note: Import duties, taxes, and charges aren't included in the item price or postage cost. These charges are the buyer's responsibility.

"Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying."

https://www.ebay.com/help/selling/posting-items/setting-postage-options/international-postage?id=418...

Good luck to you and hope you are able to get satisfaction for your concern.

[mam98031]

You can call Ebay, but it isn't likely they will remove it.  Translated it says "Initially no response to news. Exceptional customs declaration".  

I know it is annoying to have a neutral, but it won't hurt your account and most buyers would most likely just over look it.

[traposse]

Very helpful thank you 

[traposse]

I've searched my message history to be sure I haven't missed his message but he didn't wrote to me about that. The custom declaration his the same as the price he paid for.

[mam98031]

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@traposse wrote:
I've searched my message history to be sure I haven't missed his message but he didn't wrote to me about that. The custom declaration his the same as the price he paid for.

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And that happens sometimes.  Buyers get one seller confused with another or they say something that is incorrect.  But their FB doesn't breach any of the Ebay rules for FB.  Certainly you have the right to call Ebay if you want to.  I'm just saying that they aren't likely to remove this FB because it doesn't break any rules.

[traposse]

If this situation can be helpful for other sellers I've called them yesterday and they remove the neutral feedback within 1 minute cause giving negative or neutral feedback for custom fees is against their rules. 

[monster-deals]

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@traposse wrote:

Hi, I've just received a neutral feedback from a buyer because he have paid custom fees. He didn't contacted me about this so I couldn't even help but once I print the EBay bill and put it in the package it's not possible for me to control which package or not will have custom fees. Is it possible to have feedback removed from EBay when it's a situation that is totally out of the seller's control like this?

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It one of the few easy and instant cases for feedback removal.

[mam98031]

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@traposse wrote:

If this situation can be helpful for other sellers I've called them yesterday and they remove the neutral feedback within 1 minute cause giving negative or neutral feedback for custom fees is against their rules. 

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Then either my translation of the neutral FB they gave you was wrong or the CSR that helped you was wrong.  What I translated and posted earlier did not say anything about being upset with you on customers fees.  It didn't say anything about fees at all.  So either the translation program I used was incorrect in the translation or the CSR read something into the FB that wasn't there.

[monster-deals]

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@mam98031 wrote:

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or the CSR read something into the FB that wasn't there.

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Something was there, you quoted it: "Exceptional customs declaration".

It was pretty much a slam dunk it was getting removed.

[mam98031]

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@monster-deals wrote:

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@mam98031 wrote:

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or the CSR read something into the FB that wasn't there.

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Something was there, you quoted it: "Exceptional customs declaration".

It was pretty much a slam dunk it was getting removed.

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Hey don't get me wrong.  I'm glad this workout, but I do not think that is clearly about the fees the buyer had to pay.  You may disagree, others may disagree, but in the end it doesn't matter.  It worked out.