Refund vs Neg Feedback

[dogsandwoods]

A buyer left a neg f/b without contacting me. I will accept the blame on the packaging. If I cancel the sale, thus refunding the payment, will it remove my neg f/b? Thanks

[mtgraves7984]

No, that action alone won't get your feedback removed.

[fashunu4eeuh]

No. There are only three ways to remove the negative. One is the customer revises it after you send them a feedback revision request, or it violates the rules and eBay removes it. Sometimes a phone call to customer service can do the trick if you find a sympathetic CS rep.

[dogsandwoods]

Thank you. It would have been nice if the buyer had contact me first, but she didn't. Is it possible to call ebay or do I need to wait for her to decide if she is going to accept my offer of a refund in return for the neg f/b removal? Ugh, to have this happen when going into the holiday shopping season is awful.

P.S. How on earth do we get more people to leave f/b? If people reciprocated, this wouldn't have affected my score.

[albertabrightalberta · Accepted solution]

You can also respond to the feedback with something to the effect of, "Responsibility of poor packaging on me. I wish you'd contacted me prior to leaving feedback. I would have made it right." 

[dosprompt]

Those are some heavily stained book covers, like ewwwww! 

Resell junk, and get a negative.

[dogsandwoods]

Thank you! I did send her a message to that effect, but she has not responded.

[dogsandwoods]

Thank you! And to discover this on black Friday...yikes!

[*_forum_id_*]

You are walking a fine line of Feedback Extortion by requesting positive feedback in return for a full refund.

https://www.ebay.com/help/policies/feedback-policies/feedback-policies?id=4208&st=3&pos=1&query=Feed...

[wastingtime101]

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@dogsandwoods wrote:

do I need to wait for her to decide if she is going to accept my offer of a refund in return for the neg f/b removal?

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Yeah, that's not allowed, dude. You can refund her, then after she's refunded you can apologize for the shipping mishap and ask if she's willing to revise the FB. You can't ask her if she'll agree to revise FB if you agree to give her a refund.

[dogsandwoods]

I washed everything, as it said in the description. The books were photographed as they were. She was unhappy about the packaging, not the stained covers. Your response wasn't helpful.

[dogsandwoods]

Thank you; I didn't know this.

[dogsandwoods]

Thank you! I should have thought this out prior to sending the message to her.

[albertabrightalberta]

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@dogsandwoods wrote:

Thank you! I did send her a message to that effect, but she has not responded.

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My suggestion was to respond to the feedback showing that you accept responsibility.

[fashunu4eeuh]

”Is it possible to call ebay or do I need to wait for her to decide if she is going to accept my offer of a refund in return for the neg f/b removal…”

The first goal here should be to satisfy the customer’s concerns, not remove the negative. That comes later. By the way, it is a policy violation to attempt to offer a refund in exchange for feedback removal.

I took a look at the negative feedback and it does not violate any rules. It will be unlikely eBay will remove it. This rating was a fair assessment. As you stated, the packing job is on you, and the negative rating is the consequence.

If you decide to send the buyer a feedback revision request, be sure the buyer is amenable first. See the link below for more info on how to send a revision request.

https://www.ebay.com/help/selling/selling-seller-performance/dispute-feedback-ebay?id=4102