Problem with buyer

[snicar8]

Customer won auction on 5/19 and then never paid.  Ebay sent out reminders and I sent invoices to this person and still no payment or communication from them.  But they had 100% postitive feedback so I didn't report them as I just figured they got sick or something came up.  3 weeks later I relisted the auction (6/4) and got bidders.  It was no big deal I thought.  Then I started to get emails from this person asking me to lower my auctions on some and then they went in and paid for the auction from 3 weeks ago.  So I called CS and asked what to do.  They told me to write them a letter telling them that the auction wasn't paid for in a timely manner (I have pay in 3 days or I have to report to Ebay to get my fees returned) and cancel the auction using customer request.  They told me to block them as a bidder as well which is what I did.  And, if they leave a negative to just contact Ebay and have it removed.  I did just that and today on 6/11 received a negative from them with the word (Good) for something they didn't receive.  I contacted Ebay and now they claim they have no record of my conversation (no notes written) and they will not remove the negative as there wasn't enough information.  When I asked to have a supervisor I was told they were busy and would call me back which of course they never did.  Now in hindsight I shouldn't have been kind and I should have reported her but other than that what could I do and how can a negative for this this be justified by Ebays policies?

[muttlymob]

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@missjen831 wrote:

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Its against policy to leave that kind of feedback for the buyer so it should have never been suggested. 

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As far as I know, it would be acceptable as a reply to the neg.  It would not be acceptable as a feedback left for the buyer, or a followup to feedback left for the buyer.

[sin-n-dex]

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@snicar8 wrote:

Customer won auction on 5/19 and then never paid.  Ebay sent out reminders and I sent invoices to this person and still no payment or communication from them.  But they had 100% postitive feedback so I didn't report them as I just figured they got sick or something came up.  3 weeks later I relisted the auction (6/4) and got bidders.  It was no big deal I thought.  Then I started to get emails from this person asking me to lower my auctions on some and then they went in and paid for the auction from 3 weeks ago.  So I called CS and asked what to do.  They told me to write them a letter telling them that the auction wasn't paid for in a timely manner (I have pay in 3 days or I have to report to Ebay to get my fees returned) and cancel the auction using customer request.  They told me to block them as a bidder as well which is what I did.  And, if they leave a negative to just contact Ebay and have it removed.  I did just that and today on 6/11 received a negative from them with the word (Good) for something they didn't receive.  I contacted Ebay and now they claim they have no record of my conversation (no notes written) and they will not remove the negative as there wasn't enough information.  When I asked to have a supervisor I was told they were busy and would call me back which of course they never did.  Now in hindsight I shouldn't have been kind and I should have reported her but other than that what could I do and how can a negative for this this be justified by Ebays policies?

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Nothing you explained matters for this. You aren't allowed to leave a positive comment with a negative rating.

Call CSR defect removal and cite that policy. I had something similar "all OK" and left as a neutral. They removed it promptly.

As for the conversation and notes, they don't take notes unless you have a call record number to cite when you call back and they put you on hold while they make notes.

Cheers, C.

[tellmemama]

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@missjen831 wrote:

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@muttlymob wrote:

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@emerald40 wrote:

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@muttlymob wrote:

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@emerald40 wrote:

In this case just give a rofessional follow up with buyer never paid.

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The buyer did pay.

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Buyer paid 3 weeks later.

The buyer should not have let it drag that long.

My advice was to issue the non pay notice after 3 days.

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3 weeks later does not equal never.

Your advice was to leave "professional" feedback that actually was not true.  The buyer did pay, late or not he DID pay.  Feedback reply should not say that buyer never paid.

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Its against policy to leave that kind of feedback for the buyer so it should have never been suggested. 

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To be fair, it was suggested to leave it as a follow up to the neg.  Perfectly legal.

[missjen831]

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@snicar8 wrote:

I'm just curious - are you defending this type of behavior from a buyer?

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I think he/she is trying to save your butt here. Some of the advice you’ve been give by customer service and the responders here is bad and if you followed it, would earn you a defect and a policy violation. You can’t leave a false positive for the buyer. You can’t say the buyer never paid and you can’t say the buyer didn’t pay on time. You can’t cancel and say the buyer requested it, if the buyer didn’t request it. No one is defending the buyer, we are trying keep you from making mistakes that will have consequences. 

[emerald40]

I never said to lie in a post.

I just did not word it correctly.  Instead of did not pay, it should have read did not pay on time.

Which I subsequently corrected after you pointed it out.

You say we were cross posting on another post 

Well my corrected post was there way before you made a subsequnt post accusing me of telling the OP to lie.

[missjen831]

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@muttlymob wrote:

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@missjen831 wrote:

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Its against policy to leave that kind of feedback for the buyer so it should have never been suggested. 

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As far as I know, it would be acceptable as a reply to the neg.  It would not be acceptable as a feedback left for the buyer, or a followup to feedback left for the buyer.

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I don’t think it’s allowed but I could be wrong. I’ve seen buyers successfully get those type of replies removed. 

[castlemagicmemories]

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@missjen831 wrote:

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@emerald40 wrote:

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@muttlymob wrote:

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@emerald40 wrote:

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@muttlymob wrote:

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@emerald40 wrote:

In this case just give a rofessional follow up with buyer never paid.

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The buyer did pay.

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Buyer paid 3 weeks later.

The buyer should not have let it drag that long.

My advice was to issue the non pay notice after 3 days.

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3 weeks later does not equal never.

Your advice was to leave "professional" feedback that actually was not true.  The buyer did pay, late or not he DID pay.  Feedback reply should not say that buyer never paid.

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Did you not read my followup to your post where I updated the feeback OP should leave

Buyer paid 3 weeks later.

The buyer should not have let it drag that long.

My advice was to issue the non pay notice after 3 days.

Feedback - buyer did not pay on time.

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Wow. You are suggested the IP violate the feedback policy. You can’t say anything like that in feedback for the buyer. And the buyer did pay on time. They have as long as the seller or the system allows. The seller didn’t take any action to report the unpaid item before the buyer paid so it’s a lie to say the buyer didn’t pay on time. 

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That would be a violation for the OP if he posted a negative comment in a positive format.  And buyer could call CS and get the comment removed.

[sin-n-dex · Accepted solution]

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@snicar8 wrote:

I'm just curious - are you defending this type of behavior from a buyer?

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Buyers should pay in a timely manner

Sellers should file an unpaid dispute to get payment or recover fees.

Sellers should not cancel unpaid transactions.

Sellers should not relist an item unless it's been successfully cancelled/closed by the previous transaction. (In other words, fully cancelled or unpaid time out).

eBay is a buyer's marketplace, so they will always side with the buyer, with only a few exceptions.

Cheers, C.

[castlemagicmemories]

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@muttlymob wrote:

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@missjen831 wrote:

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Its against policy to leave that kind of feedback for the buyer so it should have never been suggested. 

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As far as I know, it would be acceptable as a reply to the neg.  It would not be acceptable as a feedback left for the buyer, or a followup to feedback left for the buyer.

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I believe this is true.

[sin-n-dex]

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@missjen831 wrote:

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@muttlymob wrote:

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@emerald40 wrote:

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@muttlymob wrote:

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@emerald40 wrote:

In this case just give a rofessional follow up with buyer never paid.

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The buyer did pay.

---

Buyer paid 3 weeks later.

The buyer should not have let it drag that long.

My advice was to issue the non pay notice after 3 days.

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3 weeks later does not equal never.

Your advice was to leave "professional" feedback that actually was not true.  The buyer did pay, late or not he DID pay.  Feedback reply should not say that buyer never paid.

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Its against policy to leave that kind of feedback for the buyer so it should have never been suggested. 

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FB isn't for the buyer, it's a follow up to the neg.

My advice, don't follow up until you've exhausted all avenues. The first avenue is to have it removed because you cannot leave a positive comment on a negative review. (CSR will view that as "hit the wrong button" and remove it). Been there, done that.

Cheers, C.

[emerald40]

Jen, I am not talking about leaving negative feedback for a buyer.

I am referring to a follow up of that negative.

[emerald40]

Thank you so much.

Is there a full moon out there.

[muttlymob]

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@emerald40 wrote:

I never said to lie in a post.

I just did not word it correctly.  Instead of did not pay, it should have read did not pay on time.

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The post with your actual wording is still visible for all to see.

[emerald40]

Of course it is.

I never updated that post.

I made a subsequent post with a change in feedback wording.

[snicar8]

I want to say thank you to all who have commented and I appreciate it.  I'm sorry it caused all of you to have arguements over the issue but I do have a much clear picture of why you need to always file a NPB now. 

As an update the CS department just now returned my call and did take the negative off.  But I do understand how this is my fault in some respects as I didn't file a NPB.  I should have still given her a chance to pay even after 3 weeks and I didn't think of it that way.  And I wouldn't have thought of it that way without all of your explainations.   I have learned that business is business and is not personal.  I shouldn't have worried that they were suddenly ill or out of town and didn't pay.   So that is my problem and I will learn. 

Thank you again for your time!