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!

[robbie31415 · Accepted solution]

I mean if you have validated tracking on time, then you can have shipping related negative feedbacks removed.

If a buyer leaves negative feedback due to delivery delays, but you can confirm that you shipped the item on time and tracking information supports this, eBay's Feedback Policy allows for the removal of such feedback. Specifically, eBay will remove neutral or negative feedback when the buyer references a delivery issue, but tracking shows that the delivery or handling time expectations were met.

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

[packratville]

Thank you. Yes, tracking shows it's still in transit but running late, plus I've been dropping packages off at the post office and getting receipts, at least during the holidays, since one of my packages wasn't scanned on pickup or for a day or two after that a few weeks ago so it was considered late.

Is it best to respond to the feedback for now until eBay removes it (i.e., a response won't matter and will disappear along with the negative feedback?) ?

[packratville]

I meant to ask, once feedback is removed can the buyer leave negative feedback again, perhaps maliciously claiming the item wasn't as described or something like that?

[tinsoldierunderground]

@packratville 

Unfortunately, this site has it's share of idiot buyers and then some... Anyone with half a brain knows this time of year is chaotic for the USPS, and this year their issues are more than usual.  Sorry this happened.  

[robbie31415]

Personally, I wouldn't respond to it.

I'd submit the removal request first. 

I've submited one recently, here is the response.

[robbie31415]

No, the buyer can not leave feedback again.

Technically I believe the feedback stays, eBay just makes it invisible.

[mam98031]

When you get an INR filed against you, IMHO these are the steps to take.


Go to USPS website and review the detail tracking info.

https://www.usps.com/welcome.htm

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

If the tracking shows it is still in transit, go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker in my experience.
https://usps.my.site.com/emailus/s/package-inquiry

If the tracking shows that the item has been delivered, you can immediately request a removal of the feedback because per the tracking the item has been delivered.

https://www.ebay.com/sellercenter/protections/seller-help

[mam98031]

---

@packratville wrote:

I meant to ask, once feedback is removed can the buyer leave negative feedback again, perhaps maliciously claiming the item wasn't as described or something like that?

---

The answer to this question is NO.  Once the feedback is removed, they can not repost any feedback of any kind for this transaction.

With that in mind, put this buyer on your BBL so they can't create another transaction with you.

[packratville]

Thank you for that...  I guess it's all part of the risks of selling online.

[packratville]

Thanks! I'll go do the request now. Sorry this also happened to you recently too!

[mam98031]

@packratville 

Keep in mind that because you uploading your tracking to Ebay within your stated handling time on this transaction AND there was an acceptance scan by the carrier, your seller stats are fine.  You won't get a defect, even if its delivered late.

[mam98031]

---

@packratville wrote:

Thanks! I'll go do the request now. Sorry this also happened to you recently too!

---

NO, don't do that.  It will just be denied.  It is too soon to ask.  You need to wait until the item gets delivered per the online tracking before doing this so you can get the feedback removed.

Right now the item hasn't been received, so what the buyer has stated is true.

[robbie31415]

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.

[sin-n-dex]

---

@packratville wrote:

I meant to ask, once feedback is removed can the buyer leave negative feedback again, perhaps maliciously claiming the item wasn't as described or something like that?

---

No, feedback is once and done. I had a negative removed and on the sales order it still showed I received a negative, but it wasn't on my profile, and the buyer wasn't able to leave another one.

C.