Negative feedback for package still on the way...

[packratville]

I received an order at 4:37 pm on December 4 and took it to the post office on December 5. It took two days for USPS to get it to the regional center, then it apparently got hung up in Memphis. It's still enroute to the buyer.

I just got home a short time ago and had a message from the buyer, simply "Still has not arrived," and apparently he immediately left me a negative feedback, "Has not arrived."

I don't know if he's checked tracking or just assumes a seller has some kind of magic they can wave to move a package along. I understand his disappointment, I'm not happy about the status either, but it would be nice if people would at least have the courtesy to contact me first and give me time to respond before leaving a negative.

Anyway, sorry for the little bit of a rant. I'll respond to the negative feedback politely and professionally. But what should I do about the feedback? Can I contact eBay yet to have it removed or does it need to be delivered first? What's the best course of action? 

Thanks!

[packratville]

Thanks, but the buyer hasn't filed an INR yet. Maybe that's coming. Tracking shows, "Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility." It's finally at a facility in his state and I'm going to assume he'll get it on Monday.

Good idea about the bbl, I didn't even think of that now. There was so much I planned to do when I got home, and dealing with an unwarranted negative wasn't in the plan. ☹️

[packratville]

That's a relief, thanks!

[mam98031]

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@robbie31415 wrote:

Doesn't matter if it's true.

The policy isn't a matter of true or not true.

It's a matter of it being outside the sellers control.

What is inside the sellers control is handling on time.

Which eBay states if the seller can show that the item was handled on time, then it's removable, regardless of if it it never shows up or is delayed.

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In the case of if an item is received or not, the truth does matter.  If the OP applies for feedback removal now, it will fail.

Item delivery issues

We remove neutral/negative feedback when the buyer is referencing:

• A delivery issue where tracking shows us that the delivery or handling time expectations were met
• A delivery issue where a natural disaster or unexpected event caused a carrier delay
• A customs or tax issue outside the seller’s control that we could identify

https://www.ebay.com/help/policies/feedback-policies/feedback-policies?id=4208

You may have a point as the policy above also says if the handling time was met and it is likely the OP did that.

[buyselljack2016]

@packratville    be aware that if you put this buyer on your BBL they will not be able to communicate with you. If you choose to work with them to resolve this, or to update them any messages that they send to you will not get to you. They will not be shown that you are not receiving communication from them. They will think that you are ignoring them.

You should apologetically message the buyer with the status to be sure that they are aware of the unexpected delay. You are dealing with a (19) feedback buyer. They may need a little TLC.

If an INR case is opened both parties can likely see communication there in the case, but outside of that a block ends all other messages from the buyer from getting to you.

[mam98031]

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@packratville wrote:

Thanks, but the buyer hasn't filed an INR yet. Maybe that's coming. Tracking shows, "Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility." It's finally at a facility in his state and I'm going to assume he'll get it on Monday.

Good idea about the bbl, I didn't even think of that now. There was so much I planned to do when I got home, and dealing with an unwarranted negative wasn't in the plan. ☹️

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You don't need to have an INR filed to file a trace on the package or sign up for emails when the tracking is updated with info of any kind.

[robbie31415]

Why 

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@mam98031 wrote:

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@robbie31415 wrote:

Doesn't matter if it's true.

The policy isn't a matter of true or not true.

It's a matter of it being outside the sellers control.

What is inside the sellers control is handling on time.

Which eBay states if the seller can show that the item was handled on time, then it's removable, regardless of if it it never shows up or is delayed.

---

In the case of if an item is received or not, the truth does matter.  If the OP applies for feedback removal now, it will fail.

Item delivery issues

We remove neutral/negative feedback when the buyer is referencing:

• A delivery issue where tracking shows us that the delivery or handling time expectations were met
• A delivery issue where a natural disaster or unexpected event caused a carrier delay
• A customs or tax issue outside the seller’s control that we could identify

https://www.ebay.com/help/policies/feedback-policies/feedback-policies?id=4208

You may have a point as the policy above also says if the handling time was met and it is likely the OP did that.

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Why would you bold the part before OR.

Do you not see the OR?

or handling time expectations were met

or handling time expectations were met

or handling time expectations were met

Maybe we need to get over the differences between AND, and OR?

[mam98031]

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@buyselljack2016 wrote:

@packratville    be aware that if you put this buyer on your BBL they will not be able to communicate with you. If you choose to work with them to resolve this, or to update them any messages that they send to you will not get to you. They will not be shown that you are not receiving communication from them. They will think that you are ignoring them.

If an INR case is opened both parties can likely see communication there in the case, but outside of that a block ends all other messages from the buyer from getting to you.

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Depends on how the seller has their Buyer requirements set up.  There is a box that a seller can check that prevents all members on your BBL won't be able to contact  you.  But if you leave the box unchecked, buyers that have a current transaction with you can still communicate with you.  So the OP can put this buyer on their BBL and still get any communications from them on this transaction as it is current.

[mam98031]

Dang, even agreeing with you doesn't seem to stop you from this nonsense.

[robbie31415]

Thank you for your response. It seems there may have been some confusion about the policy.

The section you highlighted pertains to cases where the item has already been delivered, which doesn't apply here.

The part that is most relevant in this situation relates to the handling process.

I hope this clarification helps clear things up. Let me know if you have any other questions!

[packratville]

Oh  no, I just did ... 

[mam98031]

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@packratville wrote:

Oh  no, I just did ... 

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Let us know how it turns out for you.  They will email you with a response.

[mam98031]

Again, completely unnecessary but so true to the way you post.  I agreed with you and you simply can't accept that.  I hope this ends the conversation regarding the policy.

[packratville]

Good point, I just removed the block. I did send a polite message to him, telling him I was sorry about the delay, and giving the message from tracking explaining that it's delayed but on the way. It's in his state now, so hopefully he'll get it Monday.

[packratville]

I'll be sure to update this thread when I hear back from eBay.

[fern*wood]

I thought they changed the way communication with blocked IDs works now.  It seems I had read that a block will not allow any communication to go through regardless of whether the option to allow it is checked or not.