Superb Customer Service Today!!

[evry1nositswindy]

I have to give a big THUMBS UP to eBay customer service today.  I woke up to ship out several items 🙂 and noticed a neutral feedback...my first ever 😞

It was for an item I "sold" and a couple of days later the buyer asked me to cancel their bid because they "misunderstood the item was up for bidding " even though they held the bid for the entire 7 days.  I told them I couldn't cancel their bid because they had already won the item.  If they didn't want it, I told them to message me and ask to cancel.  They did and I cancelled the order per their request.  I relisted and then resold the item 7 days later.

A month later, I get a neutral from this buyer who cancelled.  It said "Misread disruption was a little deceiving matter resolved".  Huh?  First they didn't know they were bidding and now the description was the problem?  (My thought was that the shipping scared them, as it was a very heavy item.)   I immediately called customer service.  At first I was told to send the buyer a feedback revision form.  I directed him to my eBay messages, where the buyer requested to cancel before even paying.  He agreed and transferred  me to appeals.  I explained the whole situation, he read the messages and agreed the FB was uncalled for since it was the buyer's error, not mine.  Technically I did as the buyer requested, giving excellent customer service.  He agreed and removed it!

Chalk one up for the good guys!  

[webwanna]

Your post makes me sad.  It's sad that you are so excited to get a Neutral feedback removed that never should have permitted in the first place.  That's how bad it is on Ebay for sellers.

[toyshnip]

We had a neutral feedback a few days ago that was very unjustified. My feeling was they he got mixed up with a different seller as what he described really didn't fit our transaction. But then it doesn't really harm the account, so I didn't bother to call ebay about it. Was it really worth the time to get it removed?

I don't really get the point of neutral feedback. If a customer had a good experience, then they leave me a good feedback. If a customer had an issue, they can give me a negative feedback.
A neutral feedback I think it kinda pointless. It doesn't effect the feedback. it won't solve an issue. Some of the times, it is due to things that are not our fault (like USPS/customs issues). Some of the times it is clear that they meant to leave a positive feedback, but left a neutral one. So what is the point of leaving a neutral feedback? Just a waste of time for everyone.

[evry1nositswindy]

@toyshnip It just took a few minutes, so yes, it was well worth my time.  It read like I did something wrong and I didn't.  You should try.

[toyshnip]

Not at all. No issue with asking to remove a neutral feedback.

[klhmdg]

FB is to be for the sellers service and not shipping fees or customs so if any seller gets a Negative or neutral and it is because of shipping fees, the seller should have it removed.

Any time a seller gets backed by eBay customer service it is a good day!

[ed8108]

Surprised this neutral was removed normally you would expect to be told that it's the buyer's opinion & that doesn't qualify for removal.

Hope your cs rep doesn't get in trouble for having done this removal.

[evry1nositswindy]

@ed8108 I don't agree.  There was no transaction to have an opinion about.  They cancelled, nothing was shipped.  I agreed to their cancellation request.  End of story.

[evry1nositswindy]

@webwanna I agree with you.  Why should someone   be allowed to leave feedback when they request to cancel a transaction?  They should not.  Close this loophole eBay. 

[ed8108]

Your position is correct, and I didn't disagree that in your your case feedback merited removal.

However I am a little surprised that you found someone who undertook to remove the neutral. I suspect ebay to be reluctant to open itself to the possibly of numerous calls from sellers asking for feedback removals.

saying no is often easier than in doing the right thing

[vanman1029]

I sold a 50 year old Sports Illustrated magazine, it had some wear & tear (which I noted in the auction and backed by pictures) The buyer instantly left me negative feedback, (no prior notice, no SNAD case opened, no attempt to return it). He claimed several pages were missing, which was not true. This was my first negative feedback, vs several thousand positives. I called CS, I pleaded my case, she put my on hold for several seconds and came back on to tell me the negative was removed. That, in my opinion, is excellent CS!

[doubledz-a2z]

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@webwanna wrote:

Your post makes me sad.  It's sad that you are so excited to get a Neutral feedback removed that never should have permitted in the first place.  That's how bad it is on Ebay for sellers.

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Haters love to Hate..... What would sellers do if they woke up tomorrow morning and Ebay was gone.   Ebay works if you work it.....  Folks expect one size to fit all.

[myjunqueyourtreasure]

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@doubledz-a2z wrote:

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@webwanna wrote:

Your post makes me sad.  It's sad that you are so excited to get a Neutral feedback removed that never should have permitted in the first place.  That's how bad it is on Ebay for sellers.

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Haters love to Hate..... What would sellers do if they woke up tomorrow morning and Ebay was gone.   Ebay works if you work it.....  Folks expect one size to fit all.

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Funny, because that's exactly what ebay seems to expect.

[c.b.]

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@evry1nositswindy wrote:

@webwanna I agree with you.  Why should someone   be allowed to leave feedback when they request to cancel a transaction?  They should not.  Close this loophole eBay. 

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actually, there REALLY IS a reason to be able to leave neutral when cancelled.  there are times when sellers will mssg a buyer after the sale to them that they cannot find the item, the item is out of stock, etc....and then gives the buyer an option.  the buyer then asks to cancel the sale.  it is not due to anything the buyer has done, but based on how hard the seller worked to make it right, the buyer may want to leave a neutral because they want to leave SOMETHING, but they don't feel it's a full neg.

obviously, this is definitely not the same as the OP situation where the buyer initiated the problem in the first place.  however, there are reasons why having a neutral option is desirable.

[spittser]

That's what defects are for. If the sale is cancelled, the buyer is not a customer and should not be able to leave feedback. That's only common sense. If the seller initiated the cancellation, leave that to eBay to take action, not feedback. I also don't think a customer that cancels should be able to leave a positive either. They are not a customer if the purchase doesn't go through. I have also had an unusual amount of customers purchase and pay and then request a cancellation lately. My feedback is set to automatically fill out a positive to the buyer upon payment. I've often wondered if buyers do this to pad their feedback numbers. That positive should also be removed from the buyer's fb if they cancel after payment, but it's not.