eBay

the-vintage-music-company · ‎06-08-2020

Hello, I sell new and secondhand DVDs and CDs. I am fairly new at selling on Ebay and trying hard for good feedback by making sure the products I sell are in good condition, packaged well and shipped pretty much immediately first class.

I just received my first neutral review from a customer who wasn't happy about the sound and picture quality of a DVD I sold him. The DVD was a documentary on railways which was new and sealed and I hadn't watched so was unaware of the quality of the program.

Had the customer told me he was unhappy I would gladly have reimbursed him however no contact was made; is this feedback fair as it's more a product review rather than feedback on my performance?

I'm wondering if as a seller I am liable if a buyer didn't enjoy a CD or DVD I sold. Would Ebay remove such a feedback? .. or should I get in touch with the buyer and offer him a refund .. or is neutral feedback nothing to worry about and in the future be more aware of DVDs and CDs that may dissapoint and avoid selling them (which seems a big task as taste varies so much).

I'd be really glad to read your comments and suggestions on this.

Thanks

fashunu4eeuh · ‎06-08-2020

Hi, no need to worry about someone's tastes, likes or dislikes. Contact eBay to request removal on the grounds that it is a product review he has left in your feedback. In the Leaving Feedback for Sellers intructions in the policy pages, it states:

"..Remember, feedback is about your experience with the seller – it’s not a review of the product you bought."

https://www.ebay.com/help/buying/leaving-feedback-sellers/leaving-feedback-sellers?id=4007

You will want to refer to that when you contact Customer Service, and call their attention to that section.

You can also request a feedback revision from the buyer. But that would come after dialog with them, addressing their concern and working it out. You wouldn't want to just send a request without that conversation with them. You only receive so many revision requests a year, and don't want to waste one on a buyer that is not amenable.

Offering a refund is your choice, but it cannot be an exchange for changing the feedback. That's too close to the buying or selling of feedback which is a policy violation. I would probably not offer one in your case, as their experience with the quality of the program is outside your scope of control and is unrelated to the transaction.

Also, don't forget that you can respond to the feedback left, expressing your point of view. But I would wait to do that until you have exhausted your efforts to get eBay to remove it. You can reach out to eBay via email or their social media platforms. The email can be found at the Help & Contact link on most eBay pages. Or try their Facebook page or Twitter.

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gwzcomps · ‎06-08-2020

Worst they can do is open a case to return it. You are in the UK so there may be other things they can do that buyers can't in the US for all I know. I probably wouldn't sweat the feedback. If anything reply to it with something professional sounding.

On a side note there are boards dedicated to the UK just in case you didn't know 🙂
https://community.ebay.co.uk/t5/Discussion-Boards/ct-p/13

the-vintage-music-company · ‎06-08-2020

Hi thanks for that,

I'm sure you are right I shouldn't worry about it.

Thanks for the UK link. I didn't know I was posting on an American board!

Cheers

fashunu4eeuh · ‎06-08-2020

Hi, no need to worry about someone's tastes, likes or dislikes. Contact eBay to request removal on the grounds that it is a product review he has left in your feedback. In the Leaving Feedback for Sellers intructions in the policy pages, it states:

"..Remember, feedback is about your experience with the seller – it’s not a review of the product you bought."

https://www.ebay.com/help/buying/leaving-feedback-sellers/leaving-feedback-sellers?id=4007

You will want to refer to that when you contact Customer Service, and call their attention to that section.

You can also request a feedback revision from the buyer. But that would come after dialog with them, addressing their concern and working it out. You wouldn't want to just send a request without that conversation with them. You only receive so many revision requests a year, and don't want to waste one on a buyer that is not amenable.

Offering a refund is your choice, but it cannot be an exchange for changing the feedback. That's too close to the buying or selling of feedback which is a policy violation. I would probably not offer one in your case, as their experience with the quality of the program is outside your scope of control and is unrelated to the transaction.

Also, don't forget that you can respond to the feedback left, expressing your point of view. But I would wait to do that until you have exhausted your efforts to get eBay to remove it. You can reach out to eBay via email or their social media platforms. The email can be found at the Help & Contact link on most eBay pages. Or try their Facebook page or Twitter.

the-vintage-music-company · ‎06-09-2020

Thank you so much for you insightful reply. Great suggestions and comments and thanks for the link to the policy page.

I'll contact Ebay first to hopefully have it removed.

Thank you again 🙂

jacfever · ‎06-11-2020

If you ask Ebay they will help you out. I would say it is also important to reach out to that buyer and explain to him that it was brand new and you had no way of knowing what the sound or picture it. As you sell more DVDs and CDs you will find that others will try stuff similar to this because they are looking to download and send back. It is very rare though. Most are very honest, but as you start to sell more and more expect it to happen. It is so important to tell the buyer exactly what is right and wrong with the item, but as you said this was new so you had no option to do that.

Jacfever