I just got one. Buyer never contacted me and left a negative a month after buying the item. Said it was damaged. I reached out to them and they were very clear it was not damaged in the mail (which I didn't think it was) I packaged it really well and looked at the Fed EX picture and the box was still in great condition. Finally after several requests they sent me a picture of the damage and it was obvious to me how it was damaged. It got damaged when they (someone else, their story changes) removed a part from it. What I had forgotten was minutes before I packaged it up I actually took video of the item and of me testing it. I often do this with certain items or if a buyer sets off some red flags.
I got in touch with ebay on the phone and told them and they were interested is seeing the video and a day later I got an email from an ebay rep in the removal department to which I showed the video. (Contrary to what people say there is still an old ebay phone number that works.). They acknowledged what I was saying was true but still refused to remove the feedback and explained how my feedback is still great and doesn't affect me. I messaged back saying if someone steals $5 out of my wallet it isn't going to affect me either but its not solely the amount its the act of doing so that bothers me. However, if you allow enough people to steal $5 from your wallet sooner or later it'll start to affect you.
I also included part of their own feedback removal policy stating directly in the policy feedback should be removed for something out of my control. (I'm paraphrasing). Rep never responded back. Very similar to my experience with those magical Fed EX cost adjustments no one for months would tell me what they were actually for or even refunding me.
I've thought about it to what ebay has to gain from something like this (feedback removal) when even with clear evidence they won't remove it and the only thing I could think of is why I even started accepting returns in the first place. I didn't use to unless I made a mistake, however ebay's system slowly changed to where if I didn't it really started affecting my business (bogus INADs with no recourse if I didn't accept returns and high shipping cost really hit me).
This leads me to think perhaps they are or already have some sort of perk to where if you offer free shipping/free returns or something along those lines that all negatives would be removed. Trying to force or nudge particular sellers into offering something they don't want to.
It is obvious ebay doesn't need small time sellers like me (i get that I don't make them much money compared to larger sellers) and I feel as if I am not much of a priority, if at all. With how much the site and its rules have changed since I first started selling I do feel much more like an employee than ever, having less and less control over my business model.
One thing they should remember, many buyers are sellers like myself. If you push me away and make it more difficult for me to make money and run my business on ebay I am less likely, if at all, to spend money here as well. As far as feedback removal policy goes it would just be nice if having a long history of good customer service was worth something or at the very least gave you the benefit of doubt.
mam98031 • Volunteer Community Member • Buyer/Seller since 1999
