Negative Feedback from Angry Buyer

[i.u.hoosiers]

I recently have attempted to have a negative feedback removed from an unreasonable buyer that expected an immediate refund during the holiday shipping rush when USPS had posted a shipping delay. Needless to say eBay is doing nothing to resolve the issue. I provided full refund within what would be a normal period of time. How do you get eBay to respond to anything?

[castlemagicmemories]

No offense intended toward you, @johnrj1226 I hope you did not take it that way.

While I also addressed the subject of this OP, negative feedback from an angry buyer, I also expanded the thought that feedback responses should be professional to include that professionalism should not be confined to feedback.  Communication with buyers should be professional as well, and knowing your record of professionalism, I believe you would agree with that.

I agree with you.  It is important to be professional both in your work and your personal life, and it is important to have a good sense of humor.  You have a wonderful record of 41 years, congratulations.

[Anonymous]

---

@jason_incognito wrote:

"happy to update on the current approach to this specific feedback situation. "

This is exactly what drives so many of us crazy about ebay......

the current approach. It might change tomorrow and likely isn't the same as it was a year ago.

---

Hi @jason_incognito, I 100% understand how changing policies and procedures can be challenging to keep up with. As the expectations of our Community changes and the landscape of ecommerce at large shifts, we must adapt. Sometimes changes can feel more restrictive, certainly, but other times changes provide more flexibility and empowerment to our sellers and the Customer Service representatives that they are speaking with. Overall, our growth is designed to strengthen our platform, instill confidence in our brand, and ultimately, help sellers grow their businesses. 

As the old saying goes, change is the only constant in life. It can be frustrating, liberating or a combination of the two and we are here to help you navigate it in any way we can. 

[mam98031]

---

@Anonymous wrote:

---

@mam98031 wrote:

---

@Anonymous wrote:

---

@*madison wrote:

I almost feel sorry for trinton, always getting tagged in.. Mind you, he does demonstrate why he gets paid and volunteers don't, he knows his stuff.

---

Hi @*madison, don't feel sorry for me, I'm living the dream! 100% sincerity here, I   helping out on the boards. I may not always know the answer, but I am always happy to find out 

---

@Anonymous 

As one of those "volunteers" I must say this burns a bit!  While that post was meant as a compliment to you, it was meant as a dis to the rest of us.

---

Hi @mam98031, definitely didn't mean any harm in my comment and this wasn't how I took @*madison's post. Love the knowledge that everyone shares on the boards and the varied experience and perspective that is brought. Our Community Mentors do an amazing job assisting others and there are certainly countless members of this Community outside of the Mentor program that volunteer countless hours here on the boards. Big thank you to all of you! 

---

@Anonymous 

Thank you, I actually was 100% positive this would be your response.  But I thought it was important to bring this up.  I'm NOT trying to school you, but we need to understand the impact of giving Kudos without really reviewing what was said IN TOTAL can have on others.

I've gotten to know you a bit and I am absolutely confident that you do not feel that way about those that come to the threads.  I honestly take NO issue with that at all.

But when something like this happens, some that don't know you very well may get the wrong idea about you.  It is important to know what lead up to that response with the slam on other posters.

There were a couple of posters making a claim of what was not allowed for buyers to state in FB.  It was brought to their attention that the information wasn't quite accurate and then the accurate information was shared.  Those posters took exception of being disagreed with.  

So rather than continue the debate that would have only lead to more conflicted I tagged you in.  You came, you cleared up the matter and they now know what they were saying wasn't accurate.  That too didn't sit well, not that they are upset with you in any way, but with the fact that you were tagged in at all.  Now it is a big deal that I tagged you.  When I tagged you to clear up some incorrect information being shared on the thread.

I have GREAT respect for you and your knowledge level, plus your fantastic way you approach things.  You are extremely good at your job and I mean that quite sincerely.  So the first part of the post above I firmly agree with.  

So that, in a nutshell, is what brought the slam directed at some of the other posters.  If stating what has been transpiring on this thread is upsetting to some, I am sorry.  I am not in any way trying to upset anyone.  I am simply stating some of what has been going on with this thread from my point of view.

[myangelandmyprincess]

---

@Anonymous wrote:

---

@johnrj1226 wrote:

@Anonymous 

@myangelandmyprincess

This  very  valid question was asked but no response was provided HELP!

"The question  is just the comment removed or the negative rating as well"

---

Hi @johnrj1226, for this specific policy, only the comment would be removed as only the comment itself is in violation of our policies.

---

Thanks for clarifying that's how I understood the policy 

so even if it wasn't too late the sellers feedback wouldn't qualify for removal of the negative rating.   It does appear the comment has been removed now though.  I can't remember if it mentioned the outcome of the case or not though...

[mam98031]

---

@myangelandmyprincess wrote:

---

@Anonymous wrote:

---

@johnrj1226 wrote:

@Anonymous 

@myangelandmyprincess

This  very  valid question was asked but no response was provided HELP!

"The question  is just the comment removed or the negative rating as well"

---

Hi @johnrj1226, for this specific policy, only the comment would be removed as only the comment itself is in violation of our policies.

---

Thanks for clarifying that's how I understood the policy 

so even if it wasn't too late the sellers feedback wouldn't qualify for removal of the negative rating.   It does appear the comment has been removed now though.  I can't remember if it mentioned the outcome of the case or not though...

---

The OP's FB did fall under the rule that it could be removed because the buyer not only mentioned the claim, they mention the outcome, a refund.

The OP's has gotten the buyer's comment removed on that FB due to the breach in the rules.  However the comments stand as does the negative rating.  I would think that is because of the comments.  If there hadn't been any, it is likely it would have gone poof.  Or at least that is what I've seen in the past.

[rixstuff]

Feedback is an opinion and everybody has one.  The neg is probably permanent because only the leaver can remove it.  But please tell me you AT LEAST got the item back before refunding.  You shouldn't be out both the item AND the money.

[myangelandmyprincess]

---

@mam98031 wrote:

---

@myangelandmyprincess wrote:

---

@Anonymous wrote:

---

@johnrj1226 wrote:

@Anonymous 

@myangelandmyprincess

This  very  valid question was asked but no response was provided HELP!

"The question  is just the comment removed or the negative rating as well"

---

Hi @johnrj1226, for this specific policy, only the comment would be removed as only the comment itself is in violation of our policies.

---

Thanks for clarifying that's how I understood the policy 

so even if it wasn't too late the sellers feedback wouldn't qualify for removal of the negative rating.   It does appear the comment has been removed now though.  I can't remember if it mentioned the outcome of the case or not though...

---

The OP's FB did fall under the rule that it could be removed because the buyer not only mentioned the claim, they mention the outcome, a refund.

The OP's has gotten the buyer's comment removed on that FB due to the breach in the rules.  However the comments stand as does the negative rating.  I would think that is because of the comments.  If there hadn't been any, it is likely it would have gone poof.  Or at least that is what I've seen in the past.

---

But as Trinton says it only qualifies for the removal of the comment. Which it appears has been done 

[mam98031]

---

@myangelandmyprincess wrote:

---

@mam98031 wrote:

---

@myangelandmyprincess wrote:

---

@Anonymous wrote:

---

@johnrj1226 wrote:

@Anonymous 

@myangelandmyprincess

This  very  valid question was asked but no response was provided HELP!

"The question  is just the comment removed or the negative rating as well"

---

Hi @johnrj1226, for this specific policy, only the comment would be removed as only the comment itself is in violation of our policies.

---

Thanks for clarifying that's how I understood the policy 

so even if it wasn't too late the sellers feedback wouldn't qualify for removal of the negative rating.   It does appear the comment has been removed now though.  I can't remember if it mentioned the outcome of the case or not though...

---

The OP's FB did fall under the rule that it could be removed because the buyer not only mentioned the claim, they mention the outcome, a refund.

The OP's has gotten the buyer's comment removed on that FB due to the breach in the rules.  However the comments stand as does the negative rating.  I would think that is because of the comments.  If there hadn't been any, it is likely it would have gone poof.  Or at least that is what I've seen in the past.

---

But as Trinton says it only qualifies for the removal of the comment. Which it appears has been done 

---

I do understand.  I just have seen it happen both ways.  I'm still a bit confused on this.  This is JUST my experience, but the ones I've seen that were removable by Ebay but had comments from the seller, the comments stayed and the buyer original FB comment was removed.  If there were no comments by the seller, the whole thing was removed.  Again, just what I've seen on FB that got removed for the very reason the OP got theirs removed.  I don't know what else to say.  Maybe this is a more current change, I just don't know.

[mam98031]

---

@rixstuff wrote:

Feedback is an opinion and everybody has one.  The neg is probably permanent because only the leaver can remove it.  But please tell me you AT LEAST got the item back before refunding.  You shouldn't be out both the item AND the money.

---

@rixstuff 

Buyers can not remove FB on their own.  It is ONLY Ebay that can do that.  A buyer can revise FB they have left if the seller issuing a FB revision form to them or sometimes if they call Ebay.

Since the thread has started, Ebay has removed the original comment the buyer made in the FB.  The balance and the rating still stands as both the seller and buyer made comments to the original FB.

[myangelandmyprincess]

---

@mam98031 wrote:

---

@myangelandmyprincess wrote:

---

@mam98031 wrote:

---

@myangelandmyprincess wrote:

---

@Anonymous wrote:

---

@johnrj1226 wrote:

@Anonymous 

@myangelandmyprincess

This  very  valid question was asked but no response was provided HELP!

"The question  is just the comment removed or the negative rating as well"

---

Hi @johnrj1226, for this specific policy, only the comment would be removed as only the comment itself is in violation of our policies.

---

Thanks for clarifying that's how I understood the policy 

so even if it wasn't too late the sellers feedback wouldn't qualify for removal of the negative rating.   It does appear the comment has been removed now though.  I can't remember if it mentioned the outcome of the case or not though...

---

The OP's FB did fall under the rule that it could be removed because the buyer not only mentioned the claim, they mention the outcome, a refund.

The OP's has gotten the buyer's comment removed on that FB due to the breach in the rules.  However the comments stand as does the negative rating.  I would think that is because of the comments.  If there hadn't been any, it is likely it would have gone poof.  Or at least that is what I've seen in the past.

---

But as Trinton says it only qualifies for the removal of the comment. Which it appears has been done 

---

I do understand.  I just have seen it happen both ways.  I'm still a bit confused on this.  This is JUST my experience, but the ones I've seen that were removable by Ebay but had comments from the seller, the comments stayed and the buyer original FB comment was removed.  If there were no comments by the seller, the whole thing was removed.  Again, just what I've seen on FB that got removed for the very reason the OP got theirs removed.  I don't know what else to say.  Maybe this is a more current change, I just don't know.

---

Just the feedback comments feedback removed and not the rating has been the policy for quite a while when it mentioned eBay or PayPal cases 

I've always replied to negatives and if the entire thing qualified for removal the whole thing was removed There is no policy that it can't be done just what some have been incorrectly told on the phone when calling eBay. I recommend they call back until they find someone who knows policy better If they are told that is the reason it can't be removed

according to the written policy and trintons response asking for clarification of the policy ONLY the comment is eligible for removal when it mentions the outcome of a case   

The fact it's happened where the whole rating was removed doesn't change what the actual policy is. It just means some CSRs are removing the whole rating in error   This is a case where it was actually done correctly.  

[mam98031]

I just shared my experience.  Nothing more.  I'm not sure what you want me to say?  I'm not trying to say you are wrong, I merely stated what I've observed.  And as I've said before.  I don't know!

What Trinton said makes perfect sense as does what you have said.  It is always possible my memory is faulty or I've am confusing other reasons that the FB got removed with specifically because the outcome of a case was mentioned.  But like I say, What you and Trinton have stated makes perfect sense, at least to me.

[myangelandmyprincess]

---

@mam98031 wrote:

I just shared my experience.  Nothing more.  I'm not sure what you want me to say?  I'm not trying to say you are wrong, I merely stated what I've observed.  And as I've said before.  I don't know!

What Trinton said makes perfect sense as does what you have said.  It is always possible my memory is faulty or I've am confusing other reasons that the FB got removed with specifically because the outcome of a case was mentioned.  But like I say, What you and Trinton have stated makes perfect sense, at least to me.

---

I'm not saying your memory is faulty or that what you've experienced didn't happen I'm saying it shouldn't as is being done in error

[mam98031]

---

@myangelandmyprincess wrote:

---

@mam98031 wrote:

I just shared my experience.  Nothing more.  I'm not sure what you want me to say?  I'm not trying to say you are wrong, I merely stated what I've observed.  And as I've said before.  I don't know!

What Trinton said makes perfect sense as does what you have said.  It is always possible my memory is faulty or I've am confusing other reasons that the FB got removed with specifically because the outcome of a case was mentioned.  But like I say, What you and Trinton have stated makes perfect sense, at least to me.

---

I'm not saying your memory is faulty or that what you've experienced didn't happen I'm saying it shouldn't as is being done in error

---

Oh I wouldn't jump to the conclusion that my memory isn't faulty to quickly!!!!

[doctorfegg]

---

@Anonymous wrote:

---

@jason_incognito wrote:

"happy to update on the current approach to this specific feedback situation. "

This is exactly what drives so many of us crazy about ebay......

the current approach. It might change tomorrow and likely isn't the same as it was a year ago.

---

Hi @jason_incognito, I 100% understand how changing policies and procedures can be challenging to keep up with. As the expectations of our Community changes and the landscape of ecommerce at large shifts, we must adapt. Sometimes changes can feel more restrictive, certainly, but other times changes provide more flexibility and empowerment to our sellers and the Customer Service representatives that they are speaking with. Overall, our growth is designed to strengthen our platform, instill confidence in our brand, and ultimately, help sellers grow their businesses. 

As the old saying goes, change is the only constant in life. It can be frustrating, liberating or a combination of the two and we are here to help you navigate it in any way we can. 

---

Yes, change is constant and a part of life. I get that. However from my own 20 years of experience selling/buying and from what I have read on the community forums, Ebay for the past umpteen years has not posted information about changes in policy in Community Announcements. It seems someone has to post about a problem and then volunteers have to search through endless rules/policies only to find that something has been changed and no heads up or announcement was posted by Ebay. Yes, quarterly updates are posted/emailed but in between times policies change but we don't know about them.

If the rules/procedures are constantly being 'modified' without notice, how is anyone supposed to know about them? You provide excellent information on the Boards when you can but most buyers/sellers don't know about them until a problem arises.

My question is sent with sincere respect and I look forward to learning about how Ebay can improve its communication to their members in a speedy and accurate manner.

[i.u.hoosiers]

They paid on the 3rd of December. I refunded on the 20th is that too long? When shipper is posting a delay in delivery.