Negative Feedback

[teho95]

Hi there,

I could use some clarification on eBays seller performance and Feedback. I received two negative feedbacks in a week. Neither buyer reached out to let us know they experienced an issue with their items. We have a free return and refund policy on everything in our store. I sent a request to the first buyer to remove the feedback and give us an opportunity to correct the situation. The buyer immediately rejected the revision request. Got another one today because the buyer was not happy with the quality of a Unopened packaged item (we didn't manufacture it : ( which again, was a free return for the buyer. EBay claims negative feedback does not affect seller performance but my rating went from 97.4% to 91% from these two negative feedbacks. These ratings affect seller performance if they are dropping percentages which could drop you in a category of below standard or make you pay more in fees. So how does ebay say that feedback does not affect performance?

It also raises a Red flag because we were getting ready to have a defect and a feedback removed in May which would have put us back at 100% after spending a year restoring the account. It's very frustrating. Ebay needs a policy that makes the buyer reach out to the seller about a dissatisfaction before being able to leave feedback. What are the free returns if a buyer treats us like Amazon. 

[katzrul15]

@teho95 

Based on the pix of the alligator shoes, especially the bottoms, there is no way those were New without box.  The shoes are clearly used.  As a buyer, I would not have been very happy either as they are clearly worn.

Sorry but on that one, perhaps the Buyer was unhappy due to same.

[blingfling123]

Did you miss read the number by chance? Your feedback shows me 99.1%, not 91%

[alltheprettylittlethings]

---

@blingfling123 wrote:

Did you miss read the number by chance? Your feedback shows me 99.1%, not 91%

---

I think the OP is referring to her seller rating - not her feedback % ...

[incrediblefinds199]

yes i was just about to come back and write the same thing. they look well taken care of but they def have creases from wear. i would say they maybe should have reached out but you left yourself open for a negative there. the other item you sold. i dont know much about that but people on here are selling dollar bill store items so when you are selling stuff like that people are going to be particular. like i said not sure i know nothing about that item. best to sell what you know and make sure you clarify what you dont and be honest. it seems like you truly made a  mistake and want to honor the buyer here. I do think buyers should reach out to sellers but i see why it not needed. buyer wants to buy his item and less engaging with buyer seller the better.  I am a top rated seller and eBay wont let them leave me a neg until a week passes. 7 days. that might be a good goal for you. you also can get that number up quick if you just sell a lot quick.  you have not had a major amount of sales. 

[katzrul15]

---

@incrediblefinds199 wrote:

yes i was just about to come back and write the same thing. they look well taken care of but they def have creases from wear. i would say they maybe should have reached out but you left yourself open for a negative there. the other item you sold. i dont know much about that but people on here are selling dollar bill store items so when you are selling stuff like that people are going to be particular. like i said not sure i know nothing about that item. best to sell what you know and make sure you clarify what you dont and be honest. it seems like you truly made a  mistake and want to honor the buyer here. I do think buyers should reach out to sellers but i see why it not needed. buyer wants to buy his item and less engaging with buyer seller the better.  I am a top rated seller and eBay wont let them leave me a neg until a week passes. 7 days. that might be a good goal for you. you also can get that number up quick if you just sell a lot quick.  you have not had a major amount of sales. 

---

OP has other shoes listed as "New/Other" and they are clearly not.    You also cannot say "Chuck style shoes", it is keyword spamming and someone will think they are "new" chuck taylors.......

Better to under-promise/over deliver.  There will be more red donuts in this Seller's future if they do not revise their listings and stop calling items New, when they are not.

[fashunu4eeuh]

Hi, sorry to hear of your difficulties.

Feedback revision requests have a limit. You are only allowed so many per year. And if the request is denied, that revision request is wasted and lost. So never use one unless you have already gained the customer’s assent to change a feedback.

The idea is to contact the buyer, work with them on a solution to their issue, and once resolved, only then bring up the revision request, and only send it once they have agreed to revise the feedback. Sending a request, and then telling them you will fix a customer concern, is putting the cart before the horse.

Seller performance metrics are in no way influenced by your feedback. Feedback is a voluntary program and is a subjective rating done by a buyer. Ebay only uses quantifiable measures to calculate your standing, and it is not part of a buyer’s judgement. Ebay does the measuring, not the buyer, when it comes to your performance metrics. 

[anjofak]

We had gotten 6 false negative reviews,  tried to get them removed they said its the buyers opinion and doesn't effect seller ratings,  yeah, saying we took a month to send the order that had been shipped day invoice paid, saying we charged individually shipping for each of the 7 items at a flat rate of 6$ for 7 items..its helping something to allow it sit slandering us.

[teho95]

Thanks for the feedback. Fixed the "chuck" Shoes and went through every listing for shoes, Sandals etc... and only found one that said new open box, so not sure where multiple Shoes are listed this way.

[blingfling123]

@alltheprettylittlethings 

Now you have me totally confused? What Seller Rating are you talking about? 

The OP stated the buyers left negatives but did not open any cases or returns so nothing would be reflected in their dashboard or their selling metrics. 

Feedback is not tracked anywhere but on the feedback page. 

[blingfling123]

@teho95 

If your dashboard seller rating dropped it was not because of feedback.  The seller rating is affected by cases, tracking, cancellations etc. 

Was there any other activity that happened that was not related to feedback? Have you cancelled sales, not uploaded tracking, had returns?

[alltheprettylittlethings]

Of course, you're correct.  I saw the same 99.1% FB you did and assumed she must be talking about another metric. My bad. 🙂

[nickkenn61]

 I bought a 3CD set from a seller and 1 CD was NFG, and  get this, he had.....21,000 negative feedbacks! Why is this FRAUD even allowed to sell on eBay? I know why! (PROFIT before people) My fault for not checking this seller bEFORE I bought from him. Today, my Colts watch arrived and it was supposed to be NEW. It looks like it was used as a hockey puck! From now on I am going to be VERY careful if and when I ever use eBay again.

[kh-shakhib]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.