eBay

slc_shop · ‎09-17-2019

I posted a discussion last week mentioning this, but I have a new question as well.

The issue before was that a buyer bought a DVD and left negative feedback saying it was scratched when I have photos showing it wasn't. I ended up calling customer service and asking them about it.

I called once and the rep said to send a feedback revision request. If they didn't respond to that, I could call back in 24 hours and have the feedback removed. The buyer didn't respond, so I called back the next day. The next rep told me that since the buyer had opened a return case, I would have to wait for that to go through and then I could call back and have it removed. I waited and called back. Today I was told they can't remove it because they only remove negative feedback if the buyer was refunded without having to return the item.

How does that make sense? The whole issue was that the buyer was lying. Why would the return matter at all? Besides, nobody else told me that. Is there anything else I can do? My sales have gone way down and it's the only negative feedback I've gotten since I started selling.

By the way, I would appreciate constructive comments even if it's not what I want to hear, not people insulting or demeaning me like several people did in the last thread. That's not helpful to anyone.

Edit: Another question. Is there a way to protect myself from this in the future by leaving a disclaimer on all my CD and DVD listings, saying, "We don't guarantee that this will work with your device," or something like that?

dhbookds · ‎09-17-2019

Point is.........you can't prove the buyer is lying.......you can show pictures of what you sent but ebay doesn't know if that's what you really sent. So.....they will almost always back the buyer.

slc_shop · ‎09-17-2019

I understand that. I was actually expecting them to refuse to remove it from the beginning, but then I was told by two people that they could do it. They record their calls and I also recorded both of the first two calls, so shouldn't they have to do it? Is there anywhere for a seller to escalate something?

*madison · ‎09-17-2019

I called once and the rep said to send a feedback revision request. If they didn't respond to that, I could call back in 24 hours and have the feedback removed.

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You've been given the runaround.

A buyer has 10 days to respond to a feedback revision request, so I don't know why the rep said call back in 24 hours if the buyer doesn't respond. Sometimes, they just tell you what you want to hear..

*madison · ‎09-17-2019

At what point did you tell the buyer in your feedback reply that they were blocked? Before you sent the feedback revision, or after?

When you want a buyer to change their feedback it's not a good idea to tell them they are blocked until the feedback has been changed, or when the feedback revision request has expired.

When you want a favour off someone you have to be nice to them until they have carried out the favour, or until you know for a fact the favour isn't going to happen.

pburn · ‎09-17-2019

@slc_shop wrote:
Is there a way to protect myself from this in the future by leaving a disclaimer on all my CD and DVD listings, saying, "We don't guarantee that this will work with your device," or something like that?

To respond to this question, the eBay Money Back Guarantee trumps any disclaimer you might add to your item description, so I wouldn't add anything like that. As a buyer, it would make me suspicious.

The good news is that, as a buyer, that person's negative feedback comment would not influence my decision to buy from you at all. The bad news is, however, your remark about blocking the buyer WOULD influence whether I buy from you. Keep your audience in mind when you post a response to negative feedback . . . Buyers are the ones reading your feedback, and if you bash another buyer, it's not a good sign.

slc_shop · ‎09-17-2019

After. The first rep told me to say that so that other potential buyers would know they were in the wrong.

monster-deals · ‎09-17-2019

@slc_shop wrote:
Today I was told they can't remove it because they only remove negative feedback if the buyer was refunded without having to return the item.

That isn't a thing...absurd to the point that it is hard to believe a CSR could say that without laughing.