eBay

ginnette · ‎08-01-2024

I had a sale that resulted in negative feedback.

Quite honestly, I don't fully understand what REALLY happened with this transaction, but here is what I know:

I mailed the item to the address provided.

Tracking indicates it was delivered to the address.

eBay emailed me saying "

We wanted to let you know that unfortunately this item could not be shipped internationally. As a result, your order can’t be fulfilled. This could be due to import restrictions or eligibility requirements. You get to keep the sale and we’ve issued a refund to your buyer.

We understand this may be unexpected and would like to share more information about eBay International Shipping."

I was VERY confused by the email because I don't ship internationally and that item was sent to a DesPlaines, Illinois address.

eBay also stated that they would "protect me from negative or neutral feedback for this transaction.

OF COURSE, the buyer is angry and left negative feedback.

I contacted eBay and, as usual, they told me to contact the buyer and ask him to remove the feedback. His response was that he would never remove the feedback. I contacted eBay again and they continued to tell me to "work with the buyer". The buyer continued to refuse and told me he would not communicate with me anymore. He stated that he is mad and he doesn't care whose fault it is.

My position is this: eBay PROMISED to "protect me from negative or neutral feedback" for this transaction yet they continue to tell me that this feedback doesn't fall into their criteria for removal. They are clearly NOT living up to THEIR promise and they don't CARE.

Any thoughts from the community on this subject?

If you have any questions, just get in touch. We’re here to help.

Thanks for being part of the eBay community.

ginnette · ‎08-03-2024

Well, "would be" isn't happening. eBay continues to tell me to work with the buyer to resolve the issue and that they won't remove the negative feedback. I don't know what else to do! Thoughts?

ginnette · ‎08-03-2024

I think you're spot on right there!

And eBay's message to me about the transaction stated that they would protect me from negative feedback, but they have not and they keep telling me that they will not remove the negative feedback!

ginnette · ‎08-03-2024

Well, whether they can leave negative or not, THEY DID.

ginnette · ‎08-03-2024

LOL - I "wish" it had something to do with lag time! I'm 99% sure it doesn't.

Admittedly, I'm new to international shipping and thus far I'm going to stop doing it. If this is the way eBay handles issues, I want no part of it.

My "position" is that eBay promised in their email to me that they would protect me from negative feedback for this transaction. They have not done that and they are refusing TO do that!

ginnette · ‎08-03-2024

Thank you - however, it got me nowhere!! eBay promised they would protect me from negative feedback for this transaction and they have not done so and will not do so.

oaktoncardinal · ‎08-03-2024

I am not on Facebook (and will never be on Facebook) and shouldn't need to use that platform to contact eBay for anything, ever.

a_c_green · ‎08-03-2024

@oaktoncardinal wrote:
I am not on Facebook (and will never be on Facebook) and shouldn't need to use that platform to contact eBay for anything, ever.

Actually, if you do go to their Facebook page, you will find an announcement that they are moving back to an eBay address now:

https://www.facebook.com/eBayForBusiness/

aproudparent2010 · ‎08-03-2024

@oaktoncardinal wrote:
I am not on Facebook (and will never be on Facebook) and shouldn't need to use that platform to contact eBay for anything, ever.

Okay your choice. I just know I have gotten good help on there but each to their own.

This is a posting/buying ID.
 I have over 500,000 transactions on my selling ID 

mam98031 · ‎08-03-2024

@ittybitnot wrote:
They are clearly NOT living up to THEIR promise and they don't CARE.

@ginnette

Feedback removal has recently been changed to a BOT activity:

We’ve recently standardized the process to have all feedback appeals submitted through the Seller Help Dashboard to better align with our global process and maintain consistency for all users. This would be why any support member you talk to though phones, chat, email, or social media would be unable to assist with the removal. We understand that changes can sometimes be challenging, but we believe this adjustment will ultimately create a more streamlined experience. Thank you for your understanding.

Unfortunately, the bot is apparently stuck in denial mode for the most part, disregards many eBay policies that demonstrate eligibility for removal, and customer service is no longer allowed to intervene.

eBay know, says they are working on it.

That has now changed thankfully.

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

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

ginnette · ‎08-04-2024

You are spot on right about that! All I get is the runaround non-stop.

a_c_green · ‎08-04-2024

@mam98031 wrote:
@ittybitnot wrote:
Unfortunately, the bot is apparently stuck in denial mode for the most part, disregards many eBay policies that demonstrate eligibility for removal, and customer service is no longer allowed to intervene.

eBay know, says they are working on it.
That has now changed thankfully.

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

That would be the famous "more than a dozen Feedback policy changes" announcement from June 18th, after which silence followed questions about what exactly those Feedback policy changes were. This complaint from @ginnette involves events that all happened after the announcement saying that the changes were now in effect.

Question for anyone: Has there been any noticeable improvement yet in rectifying feedback issues that were supposed to covered by these policy changes? Resolving this particular case looks like it should be a slam-dunk.

lacemaker3 · ‎08-04-2024

@a_c_green wrote:
@oaktoncardinal wrote:
I am not on Facebook (and will never be on Facebook) and shouldn't need to use that platform to contact eBay for anything, ever.
Actually, if you do go to their Facebook page, you will find an announcement that they are moving back to an eBay address now:

https://www.facebook.com/eBayForBusiness/

@a_c_green,

I believe that is referring to a change of groups on Facebook ... it's not this link anymore:

https://www.facebook.com/eBayForBusiness/

Now it's this link, as I understand it:

https://www.facebook.com/eBay

a_c_green · ‎08-04-2024

@lacemaker3 wrote:
I believe that is referring to a change of groups on Facebook ... it's not this link anymore:

https://www.facebook.com/eBayForBusiness/

Now it's this link, as I understand it:
https://www.facebook.com/eBay

Ohhh... yes, you're absolutely right. I misunderstood that "@ebay" reference to mean that they were going back to their own domain.

I can see a message on their new location already, reading, "Hi Steven! Thank you for reaching out to us. How may we assist you? ~Mona" so that does look like where we're expected to find them now.

mam98031 · ‎08-04-2024

@a_c_green wrote:
@mam98031 wrote:
@ittybitnot wrote:
Unfortunately, the bot is apparently stuck in denial mode for the most part, disregards many eBay policies that demonstrate eligibility for removal, and customer service is no longer allowed to intervene.

eBay know, says they are working on it.
That has now changed thankfully.

https://community.ebay.com/t5/Announcements/Seller-Check-in-Feedback-Update/ba-p/34523278
That would be the famous "more than a dozen Feedback policy changes" announcement from June 18th, after which silence followed questions about what exactly those Feedback policy changes were. This complaint from @ginnette involves events that all happened after the announcement saying that the changes were now in effect.

Question for anyone: Has there been any noticeable improvement yet in rectifying feedback issues that were supposed to covered by these policy changes? Resolving this particular case looks like it should be a slam-dunk.

Oh I agree. This is something I have been following and fighting for more information. I have found no policies that have actually been changed and I keep trying to get detailed information on this, only to be met with crickets.

I have seen a few threads recently that feedback that should have been removed due to a breach of an Ebay rule was actually removed. A couple of them when using the automated version which is no longer reviewed by AI as I understand it. It is now a real human team.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999