Removing negative feedback

[quiart]

If a buyer cancels an order minutes after making a purchase by mistake and ebay reimburses the buyer, how can that buyer submit negative feedback on the seller who never got the order from ebay due to the rapid cancellation? If the buyer "NEVER" bought anything from a seller, how can it be allowed for that buyer to submit negative feedback on the seller? Why isn't it possible for ebay to take down that negative feedback after the seller informs ebay about the "cancellation" which ebay knows for a fact that the buyer was reimbursed after the buyer cancelled? I'm totally at a loss here. I'm getting negative feedback from a buyer I never sold to. At what point will ebay provide "some" protection to the seller?

[oldwestgold]

They should not be able to leave feedback in any form.  I would contact eBay and request removal. If an eBay rep says they can't remove it, keep calling in until you get one that will.

[7606dennis]

How, precisely, did the buyer cancel the transaction without the seller getting the order?  Buyers may request a cancellation of a transaction but the seller must agree to it.  Something just doesn't add up as posted by the OP.

[evry1nositswindy]

A request to cancel isn't a cancel.  You cancel an order, eBay does not.  Do you cancel the order, choosing buyer requested?

[katzrul15]

From e-Bay:   Cancel an order you made within the last hour

If you made your purchase within the last hour and the seller has not yet shipped the order, you can start a cancellation request, asking the seller to cancel your order. Here's how:

1. Go to Purchase history and find the order you want to cancel.
2. Select the More actions dropdown menu and select Cancel this order.
3. Select Submit.

We'll send your request to the seller and ask them to accept or decline the cancellation within 3 calendar days. If the seller accepts, we'll then send a confirmation of cancellation to both your registered email address and your eBay Messages.

Cancel an order you made more than an hour ago

If it's been more than an hour since your purchase, you need to contact the seller and ask them to cancel it for you. Here's how:

1. Go to Purchase history and find the order you want to cancel.
2. Select the More actions dropdown menu and select Contact seller.
3. Choose Request to cancel this order, then Contact the seller.
4. Explain to the seller why you need to cancel, and select Send.

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We just had this happen to us - Buyer purchased and must have reached out to e-bay CS, as the order was placed and then 6 min later, it cancelled.  We did not receive an email.

I had CS call me, as I knew I did not cancel the order and they advised that the Buyer asked to cancel the order several minutes after it was placed and it stated "ordered in error".  

I know what it says above - typically in that 1st hour, e-Bay will send the Seller an email telling them the Buyer wishes to cancel, can you cancel, etc?  But we just went thru this last week and I happened to be in the middle of processing orders or I would not have realized it happened as it did.

And if a Buyer can still leave feedback for an order they did not pay for - that too would be a change, as it is my understanding if they did not pay, a Seller is protected for an FB left.  (or perhaps that has changed also...:(   )

[downunder-61]

As said above it happens on occasion, OR the buyer assumed you had not cancelled as they did not hear back from you and was waiting for the item which never arrived.

Do you have the buyers money ??

@quiart 

[quiart]

I was never in the loop. Everything was handled by ebay and the buyer. That's my point! I did nothing wrong because I did nothing because I never heard of this transaction until I received negative feedback.

[ed8108]

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@katzrul15 wrote:

We just had this happen to us - Buyer purchased and must have reached out to e-bay CS, as the order was placed and then 6 min later, it cancelled.  We did not receive an email.

I had CS call me, as I knew I did not cancel the order and they advised that the Buyer asked to cancel the order several minutes after it was placed and it stated "ordered in error".  

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Since ebay makes the rules, it would appear ebay reserves the right to make exceptions ?

[downunder-61]

Try contacting eBay on facebook to get the neg removed

https://www.facebook.com/eBayForBusiness  Send a private message.  Include your user ID, email address, phone number, and a brief message. 

[katzrul15]

@ed8108 

Yes, I am guessing so.  I wondered if this was a new protocol or change when I had them call me - they acted like they handle these cancellations this way all the time.  I do not get many cancellations, so I did not think too much about it until the OP posted tonight.

So many changes - so hard to keep up!

[ed8108]

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@katzrul15 wrote:

@ed8108 

Yes, I am guessing so.  I wondered if this was a new protocol or change when I had them call me - they acted like they handle these cancellations this way all the time.  I do not get many cancellations, so I did not think too much about it until the OP posted tonight.

So many changes - so hard to keep up!

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You really can't keep up, a rule that has the appearance of being firm, may on occasion have exceptions, &  promoted by the rule maker as  unbroken, firmly in place & strickly enforced.

An effort to reduce cognitive dissonance ?

[chapeau-noir]

You can get feedback from a buyer who requested a cancellation - I got a neut for cancelling an order for a buyer hours after he had paid for it.  I didn't bother to try to get rid of it as it the wording was actually kind of funny, but a neg I would definitely try to have taken off in a hot minute - if you cancelled an order for a customer on their request, you do not deserve the neg.

[soh.maryl]

It sounds like the OP did not even see the order to cancel it per his original message.

Hard to understand, but that is the story.

[quiart]

A ebay Business Team member solved this problem by having the negative feedback removed which I am very appreciative. Thanks everyone for commenting about this unusual ebay SNAFU. This site is a great asset to those of us who do not understand the many policies of ebay. This website is very proactive and resourceful. Thank you!