eBay

sin-n-dex · ‎08-04-2023

I got a neg today (claims it was delivered to the wrong address, it was an ESE, it showed delivered, buyer never contacted me, assumed it went to the wrong place and left a neg). There was a buyer last Saturday who had the same situation (showed delivery but no letter), and it got delivered Wednesday. It's happened often the delivery happens a few days after the delivery scan.

But the buyer never contacted me for a refund or to ask me to track the package (he says you can't track it, but it shows delivered when I tracked it on Parcel App).

He's claiming it's not my fault the mail carrier brought it to the wrong place (if that actually had happened), so why the neg? Why blame the seller for something that's not within their control.

The neg isn't hurting me any at all, but it annoys me to have an undeserved neg. (If it was deserved I'd try to sort things out with the customer and not complain about the neg). I did reach out to the customer to try and help him sort out what happened to his letter. He's a low FB member which tells me he's not really familiar with things like ESE and how that all works.

Input would be welcome.

Thanks, C.

sin-n-dex · ‎08-04-2023

@the-hook-and-the-loop wrote:
All you can do at this moment is follow up, wait, and see if it eventually finds it's way to the buyer. If it does, request that they update their feedback.

Yeah it made its way there... check out the latest feedback.

C.

sin-n-dex · ‎08-04-2023

@jerseyboymusic wrote:
Sorry for my ignorance, but what is an ESE?

I think you should be able to have Ebay remove the feedback?

Ebay standard envelope

I use it to ship postcards.

C.

dqdistribution · ‎08-04-2023

Did you submit the request with the link from post #4?

"You can also request a manual adjustment if you have additional information, such as tracking data showing that an item was delivered, that illustrates that you weren't at fault when something went wrong."

Part of the feedback metric policies for sellers.

sin-n-dex · ‎08-04-2023

@dqdistribution wrote:
Did you submit the request with the link from post #4?

"You can also request a manual adjustment if you have additional information, such as tracking data showing that an item was delivered, that illustrates that you weren't at fault when something went wrong."

Part of the feedback metric policies for sellers.

I sent him a feedback revision request (and a note via eBay messaging). I told him now that his issue is resolved, I'd appreciate it if he could revise his feedback from the form I am going to send. I'll worry about it later if he can't seem to do that. (He's new to ebay and I don't think he knows how everything works around here).

He said a neighbour put the package in his box... how does he know it's a neighbour and not his mailman? He said it went to the wrong address because nothing was in his box, how does he know that, and not that it just hasn't arrived yet?

C.

dqdistribution · ‎08-04-2023

I wouldn't have used a revision, I would have had the bots remove it for free.

cardxcraft · ‎08-04-2023

Buyers become anxious with ESE because of the delivery scan shows up before the item has actually been delivered to the customer; as most of us who use ESE know.

I would message the customer explaining this. I have no knowledge if buyers can ammend or delete feedback, but, I believe you're protected from negs through ESE. I'll have to look this up.

The customer will understand once you explain the service.

sin-n-dex · ‎08-04-2023

@dqdistribution wrote:
I wouldn't have used a revision, I would have had the bots remove it for free.

It sounded as if he would change it once everything was OK (He sent a few more messages since my original post).

I have 20 revisions to use, and in my lifetime I've used 2 or 3 total (which is since 1998 on eBay... and until today, I had a lifetime feedback of 100% if you consider a few were revised or removed).

So I'm not so worried about using a revision. I figured that was the easier thing to do than trying to get eBay to listen. When I go to the sales order and track, nothing comes up, but when I go to Parcelapp I can see tracking.

I have had eBay remove them every now and again, and it's like pulling teeth. I'll give him a chance to revise it and go the eBay route if that doesn't work.

C.

sin-n-dex · ‎08-04-2023

@cardxcraft wrote:
Buyers become anxious with ESE because of the delivery scan shows up before the item has actually been delivered to the customer; as most of us who use ESE know.

I would message the customer explaining this. I have no knowledge if buyers can ammend or delete feedback, but, I believe you're protected from negs through ESE. I'll have to look this up.
The customer will understand once you explain the service.

I did explain this to the customer (as the delivery time on the scan is not when it's delivered anyway... how do they know when it will be delivered if there's no delivery scan? It's just anticipated delivery).

Anyway unfortunately on eBay there was no tracking showing on the item, I had to get tracking from Parcel App.

He did get the item later today and assumed a neighbour got it and brought it over (when in fact it's probably his mail carrier).

C.

sin-n-dex · ‎08-04-2023

OK - good news folks.

He revised it. All good now.

I'm going to say, although an actual neg was involved in this customer issue, this was actually a very easy one to deal with. Probably the biggest problem is getting the customer to understand how ESE works with the tracking.

I kept telling myself his neg is not hurting me any and no good can come of replying to it (nothing I can say will make it look any better). So just let this one run it's course... at least I didn't have to contact eBay and deal with them.

C.

dqdistribution · ‎08-04-2023

I don't know how its like pulling teeth. In my experience using that link negative feedbacks have been removed within 30 minutes after writing 1 paragraph.

cardxcraft · ‎08-04-2023

I did a quick read through of ESE ToS and found no mention of negative feedback protection. But, I'm certain you can get it removed through the automated process or if possible the buyer can delete or amend. Hope it works out.

inhawaii · ‎08-04-2023

Good for you! 😃

Feelin' Stronger Every Day - Chicago

sin-n-dex · ‎08-04-2023

@dqdistribution wrote:
I don't know how its like pulling teeth. In my experience using that link negative feedbacks have been removed within 30 minutes after writing 1 paragraph.

It depends on the circumstances. One buyer caused me to make six phone calls to get the negs he was leaving one at a time removed. He was a BBL who circumvented, and trying to get eBay to understand there's no transaction for him to review because he's BBL was a royal pain in the butt. I cancelled on him once I figured out who he was, and he got mad that he couldn't steal any more coins from me. (I figured the hassle of dealing with it was better than losing my coins).

C.

simply-the-best-for-you · ‎08-04-2023

@sin-n-dex wrote:
@dqdistribution wrote:
Did you submit the request with the link from post #4?

"You can also request a manual adjustment if you have additional information, such as tracking data showing that an item was delivered, that illustrates that you weren't at fault when something went wrong."

Part of the feedback metric policies for sellers.
I sent him a feedback revision request (and a note via eBay messaging). I told him now that his issue is resolved, I'd appreciate it if he could revise his feedback from the form I am going to send. I'll worry about it later if he can't seem to do that. (He's new to ebay and I don't think he knows how everything works around here).

He said a neighbour put the package in his box... how does he know it's a neighbour and not his mailman? He said it went to the wrong address because nothing was in his box, how does he know that, and not that it just hasn't arrived yet?

C.

I would think the neighbor told him. If he has cluster boxes, this is super common. Either way, I'm glad it got to him & now you have a better chance of ebay removing.

This one goes to Eleven - Nigel Tufnel

Simply-the-best-for-you Volunteer Community Mentor
eBay Seller since 1996

sin-n-dex · ‎08-05-2023

@simply-the-best-for-you wrote:
@sin-n-dex wrote:
@dqdistribution wrote:
Did you submit the request with the link from post #4?

"You can also request a manual adjustment if you have additional information, such as tracking data showing that an item was delivered, that illustrates that you weren't at fault when something went wrong."

Part of the feedback metric policies for sellers.
I sent him a feedback revision request (and a note via eBay messaging). I told him now that his issue is resolved, I'd appreciate it if he could revise his feedback from the form I am going to send. I'll worry about it later if he can't seem to do that. (He's new to ebay and I don't think he knows how everything works around here).

He said a neighbour put the package in his box... how does he know it's a neighbour and not his mailman? He said it went to the wrong address because nothing was in his box, how does he know that, and not that it just hasn't arrived yet?

C.
I would think the neighbor told him. If he has cluster boxes, this is super common. Either way, I'm glad it got to him & now you have a better chance of ebay removing.

It's not cluster boxes, he said they have house (front door) delivery.

His reason why he thought it was at the wrong place was nothing in his box, he thinks a neighbour dropped it off because he checked and there was something in his box. No one told him anything, it was probably just the letter carrier dropping it off (at a different time than the scan, seeing as how it's ESE with a QR code, the scan doesn't happen at delivery time).

I just dropped it, and he revised the feedback.

C.