Negative Feedback that eBay won't Deal With - HELP PLEASE

[ginnette]

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.

[aproudparent2010]

Contact eBay through Facebook and nicely and calmly explain what happened

[ittybitnot]

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.  

[albertabrightalberta]

This is a case in which you used EIS and you should be protected and any negative feedback removed: 

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-shippin...

Benefits of eBay International Shipping

As well as making your items available to buyers in almost 200 countries, there are several other benefits to using eBay International Shipping:

• When you ship internationally using eBay International Shipping, you're responsible for sending the item your buyer purchased safely to the US shipping hub. If a buyer reports that an item was lost or damaged during international shipping or it is damaged at the hub, we'll work with the buyer to resolve the issue. You're protected from:
  • The obligation to refund the buyer
  • eBay Money Back Guarantee cases
  • Payment disputes
  • Open 'Not as described' returns in your service metrics
  • Negative or neutral feedback related to item handling during international shipping
• Save on selling fees for your international transactions, including no international fee
• All international returns, refunds, and customs clearance will be handled on your behalf
• If you schedule Time Away, the estimated delivery date will be updated to reflect this
• You'll be protected against item not received claims and chargebacks once your item is accepted at the domestic hub

[sextons-sweet-deals]

I only see one negative and you responded to it: Buyer did not contact me with any issue; just left negative feedback claiming he didn't receive the item. Tracking shows that the item was delivered correctly.

the message from eBay looks legit, but I don't how it is connected to your negative feedback.

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.

[44012]

Sometimes I think we all need to think like a BOT - and more importantly write like a BOT - and then perhaps a better shot at feedback removals. I know the system has changed but some sellers have been successful at removals.

As mentioned above, if this was an eIS shipment you would be covered from negative feedback. 

[ittybitnot]

but I don't how it is connected to your negative feedback.

@sextons-sweet-deals 

Though the OP needs to come back to provide details, I see it like this:

International sale using EIS for toy tea set

Seller ships to the hub (it is delivered appropriately)
EIS won't export, due to possible restrictions of "toys" not being allowed to be shipped to that country
EIS takes care of the sale, refunds the buyer and does not charge the seller

Buyer is angry, blames the seller for the whole thing and leaves a red donut review. 

[sextons-sweet-deals]

I don't think the buyer can leave a negative in this situation. 

I think the O.P. may have mixed up the issue with the current negative that they have responded to. 

[ittybitnot]

I don't think the buyer can leave a negative in this situation. 

@sextons-sweet-deals 

Buyers are able to leave negs in all sorts of situations now since the latest enhancements and revamping of all sorts of feedback related issues.  Two that come to mind are 

buyers that don't pay
buyers that request to cancel, and are obliged by the seller

They both have been showing up on the seller's feedback page and tagged as "verified sales" even if no transaction  or sale ever occurred. 

[dhbookds]

@ginnette 

I think you may be misunderstanding the tracking.  It showed delivery to the EIS hub.......where ebay intercepted it, canceled the sale, refunded the buyer and left you with the money, as said in the message you got.  Buyer never received the item.

As to the neg not being removed........what date did it show up?  I have a feeling there is a lag time in the removal process........it's not done immediately.......

[sextons-sweet-deals]

Please stop mentioning me in posts. Just reply to my comments like the majority of others here. If I see them, good. If I don't, that means I have other things better to do than live on eBay 24/7.  

If what you say is true, you should contact eBay. Buyers who don't pay have no right to leave any type of feedback. 

please share these eBay links for everyone to view and read:  Buyers are able to leave negs in all sorts of situations now since the latest enhancements and revamping of all sorts of feedback related issues.??

[reallynicestamps]

This is a case in which you used EIS and you should be protected and any negative feedback removed:

EIS has a plant in DesPlaines Illinois?

I googled, because I am not familiar with US geography, and the town is a suburb of Chicago, which is also where one of the largest American airports (O'Hare) is located.

@ginnette 

If you google the exact address, you will see that it is an industrial park.

Have you made a Response to the feedback?
"Delivered to 123 Any Street DesPlaines IL , July 4,2024 Tracking # 123456789.  "

You are allowed to make multiple Responses, I believe, although your less precise Response is good.

[ittybitnot]

Please stop mentioning me in posts.

No problem.  Tagging the person you are addressing, or writing a response to in particular is a habit I have.  When threads get long, it gets confusing of who or what one is responding to without the tag.   I will make note that it annoys you if I have to refer to something you said to another participant, it will be from this moment on "some other poster said".  Got it! 

[pjcdn2005]

If you click on the buyer's feedback, which country does it show them registered in?

[inhawaii]

EXCELLENT reply to that feedback!    😃