02-12-2025 01:16 AM
My feedback score was 100% until I ran into a horrible buyer.
He purchased gaskets that were silver in color and were listed as copper gaskets. His purchase was around $20. He left me negative feedback stating that the gaskets were aluminum not copper. I spoke to him over the phone, thinking we would be able resolve the issue and I would be able to offer a refund to please him but he was argumentative and was referring to me as "look lady" and "listen lady." I told him that I have 100% on feedback to let him know that I go out of my way to please my buyers and he said "not anymore." I'm not sure if he was talking down to me because I am a woman but it sure felt like it as he was referring to me as "lady" and telling me that I need to know what I am listing before I post items on eBay and that, if the gasket is silver, it means it is aluminum. I am still failing to understand why he purchased the gaskets, seeing that they were silver in all pictures provided in the listing, if he felt that all copper is only goldish in color. Also, I don't understand why he didn't message me or request a refund like most buyers do if there is an issue, but, yet, kept $20 worth of gaskets and left negative feedback. This gave me no opportunity to resolve his issues prior to him leaving negative feedback.
I have been an eBay seller for 17 years and have never run across this situation nor have I ever been abused by a buyer is such a manner. I have contacted eBay several times and have talked to 3 eBay agents to try to appeal the negative feedback but they are saying they have to find something that shows that the buyer violated eBay's policies so, I suppose, that is why it has been a long wait. Every agent I have spoken to tells me to wait 3 to 4 business days, but, nothing has changed so far. The 3rd eBay agent, that I spoke with today, told me to try messaging the buyer and try to resolve the issue again to see if I can get him to retract the negative feedback. I knew I was wasting my time, but I tried anyway. I told the buyer I would refund him and he could keep the parts but to please retract the negative feedback. Well, he said if I don't leave him alone, he would report me to eBay for harassment. Welp, I tried! So, I have learned that a buyer can purchase an item from you and leave negative feedback by merely being in opposition to what you described in your description without attempting to return it or without contacting you to give you an opportunity to fix whatever the issue is to please them. I will be looking at that (1) negative feedback as a thorn in my side for a year...so unfair!
Since buyers have "buyer protection" and sellers are to provide excellent customer service, why are buyer's allowed to abuse sellers in this manner by screwing up all the work we do to keep our feedback score excellent and all they need to do is automatically leave negative feedback without any communication with the seller and it doesn't even matter that their reason for leaving the negative feedback is untrue?
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02-12-2025 02:34 PM
I learned my lesson with calling. I have talked to several buyers over the phone and have had really pleasant experiences with them. This is the first time I have had an awful experience. I just don't expect people to be so mean. I will refrain from ever calling over this type of issue again.
Thank you for sharing!
02-12-2025 02:35 PM
@hardware0608 wrote:At this point, what difference does it make, the buyer could have stated that they were rubber or plastic and left a negative feedback and there is nothing I could do about it!
Perhaps, but at this point people are trying to point things out because you still have the listing up, unchanged, so the goal at minimum would be to avoid future complaints and/or returns.
Just my $.02, but I would avoid any mention of copper when those appear to be plain aluminum, unless you have a manufacturer's data sheet for your examples that states otherwise (in which case I would suggest showing that in a photo). Also, these are known as crush washers, not "crushed" washers as listed in the title. Good luck.
02-12-2025 02:39 PM
I am no expert in metals. I can only go by the Part number and description. Under the description is says copper and I have ran across copper that is silver plated so if they are aluminum, I wasn't aware and even so, the buyer could have asked to return them instead of messing up my feedback score for something I did not intentionally do. I would not have had a problem refunding him and letting him keep them.
02-12-2025 02:42 PM
I wasn't trying to buy back the removal of the negative feedback, I was trying to please the buyer in hopes he would remove the negative feedback. He never gave me the opportunity to fix the problem from the beginning.
02-12-2025 02:46 PM
The buyer never requested a refund. I only found out that he was dissatisfied with the gaskets when I saw the negative feedback. I have never had a negative feedback so I am totally unexperienced in this area. I am learning now and it is rather painful.
02-12-2025 02:51 PM
Being that I have never been through this, it is very painful! I kept contacting eBay and the agents kept giving me hope by saying it would be removed and to call back in 4 business days over and over. I still don't understand why eBay doesn't require buyers to give a seller a chance to make it right before letting them leave you negative feedback.
02-12-2025 02:52 PM - edited 02-12-2025 02:56 PM
Personally I'd do the following:
1) After receiving the feedback message the buyer via eBay messaging, ask him why he thinks the gaskets are not copper. If you have proof that they are copper (the original packaging as someone else suggested or doing a scratch/sandpaper test to show the underlying copper), attach that. Proof is key.
2) If they reply and acquiesce that they're wrong, politely ask them if they can change their feedback. Submit a feedback revision request.
3) If they refuse, contact eBay support, try to get someone on the phone who will look at the chat. The key is documentation, documentation, documentation. If you have proof, it will make it more likely that they'll help you out. It also helps to seem like the more "reasonable" one. People have an intuition for these things, if the buyer is being disrespectful, it'll make it more likely that support will take your side.
Your biggest problem is that you contacted them outside of official eBay channels. Never, ever do that. First, it opens you up to harassment claims, and second, eBay has no way of hearing/seeing what goes on outside of their system. They have no idea what you did or did not say to the buyer.
At the end of the day, some people are just bad people. I know the type, leaving bad feedback makes them feel some semblance of control in their sad, inconsequential lives. They wanted someone to redirect their anger and feeling of lack of control on, and you just happened to be the target. You can't please everyone, but you can cover yourself by making sure your listings are as accurate as possible, and your interactions with your buyers are as respectful and professional as possible.
02-12-2025 02:57 PM
Due to the controversy over these gaskets, I'm going to remove the listing. I was waiting for eBay to confirm that the negative feedback will stay before removing it so eBay doesn't think I'm dishonest by rushing to remove it. Maybe I should give up and take the L on it.
02-12-2025 03:00 PM
I have a business outside of eBay so I am used to dealing with customers over the phone. I have never had a problem with talking to people on the phone but now that I am learning that it is a taboo with eBay, I will handle things differently. As I have said, I have been selling on eBay for 17 years as I have more that 1 store and have never encountered anything like this.
02-12-2025 03:02 PM
Thank you so much! I got really emotional over this! I appreciate you.
02-12-2025 03:07 PM
Thank you for your response...but according to what I have learned so far, a buyer can say what they want, without proof, and leave negative feedback. I honestly didn't know it was taboo to call a customer. Even when I talked to the eBay agent regarding what happened, at no time, did any of them say that I was in violation for contacting the buyer. However, I was told to respond via messages so that eBay can review the conversation.
02-12-2025 03:09 PM
Duly noted!
02-12-2025 03:10 PM
Thank you, I will look into that!
02-12-2025 03:20 PM
At the end of the day, if there was an error made, it was unintentional! If I am penalized for it, so be it. If people have to be cruel about it, so be it! Lesson learned.
02-12-2025 03:23 PM
Duly noted. Thank you!