mam98031 • Volunteer Community Member • Buyer/Seller since 1999
Buyer left negative feedback because UPS didn't deliver on time.
Tracking made it look like they had attempted delivery once. UPS was still in possession of item.
Buyer demanded we contact UPS... after UPS and eBay told me the receiver (buyer) was the only one who could do that (we shipped through eBay's system). Tracking said buyer needed to schedule re-delivery.
First day, buyer demanded we refund him in full. I had to tell him he needed to contact UPS and ask for re-delivery. I provided links, all the information, and have been checking tracking updates daily and updating him.
He left negative feedback yesterday. UPS is still investigating.
Is it too soon for me to ask for the feedback to be removed? I know when I ask for it too soon, they don't remove it and then I've lost my 1 chance to request removal.
😞
I try so hard to please buyers. This is disheartening. It looks bad to potential buyers too.
1 BEST ANSWER
Accepted Solutions
The shipper [You] can absolutely contact UPS to get a trace or ask questions about where the package is.
If you are correct that the package had an attempted delivery that the buyer refused or that was a bad address given by the buyer, that is a defense. The tracking number you posted is incomplete, so call up the tracking and tell us exactly what it says.
@stainlessenginecovers wrote:@profitweb The ONLY rules on feedback is 'no profanity' 'no stating personal information' and a couple others but it has NEVER been about 'late delivery'.
YOU picked the 'shipper'
YOU picked the 'type of shipping with that shipper' (expedited, standard, ground etc.)
There is an 'estimated delivery window' shown and if it is exceeded, buyer can open INR.
By the way, I don't think you can
a.) get it removed once you 'comment'
b.) asking the buyer to 'adjust' (which is all you are doing) they can agree and then hammer you even worse. Seldom worth it.
Thank for trying to help, but those are not the only reasons for eBay Feedback Removal.
Link to policy:
There are more reasons if you click the Abusive Buyer policy link.
We did not pick the shipper. Buyer did.
My listings give the buyer options of UPS Ground, USPS Ground Select, FedEx 2-Day, etc. with estimated arrival dates and they pay separately for the service. Buyer selects the shipper AND service they want.
We don't use "Expedite" "Standard" options. This wasn't an item with Free Shipping.
We shipped right away. We did try to get UPS and eBay to do something as soon as buyer let us know UPS shipment was late.
Buyer's feedback was for something definitely "outside my control".
@profitweb wrote:
@mam98031 wrote:The shipper [You] can absolutely contact UPS to get a trace or ask questions about where the package is.
If you are correct that the package had an attempted delivery that the buyer refused or that was a bad address given by the buyer, that is a defense. The tracking number you posted is incomplete, so call up the tracking and tell us exactly what it says.
Did I say I didn't track the item?! No, I didn't. That was first thing I did.
The UPS Tracking number IS NOT INCOMPLETE. It tracks fine with UPS 1ZAC98200336013490.
Seller can only view the tracking info, which I did. They can't get UPS to take action.
The issue was the item was showing it needed to be rescheduled for delivery. I couldn't do that on buyer's behalf. I also can't start a claim, because eBay is shipper on record.
I know, because I just went through all this with this order.
I called eBay CS after calling UPS, hoping they could do something. CS researched and told me the same thing.
So, please don't tell me I didn't do everything I could. I did. Was on the phone for almost 90 minutes to help this shipment and customer... and got negative feedback for something I could do nothing about.
Why do you accuse me of lying? I explained what we couldn't do, what buyer could only do, and have a correct tracking number displayed. Your incorrect allegations are demeaning. This is why I, and many others, avoid using this forum.
First let's start with some respect please. Posters here volunteer their personal time to come to the threads and try to help others. We don't have to do that. We don't have to share our knowledge with you. So let's be civil and respectful to each other. I didn't accuse you of wrong doing. I asked you a question that needed an answer in order to best advise you. Why that offended you, I simply don't know.
You had stated that you were told "Buyer demanded we contact UPS... after UPS and eBay told me the receiver (buyer) was the only one who could do that..." In my post above, I stated that was not correct. Not that you "lied", that what you were told was incorrect.
Anybody with the Tracking number can view the tracking on the package. You are correct that since you are the shipper [not Ebay], you are the one that needs to start a claim or trace on the package. Printing your label on Ebay or from Ebay doesn't make Ebay the shipper.
Rescheduling delivery isn't the responsibility of the seller. But it doesn't appear from the tracking that anyone attempted to reschedule. The way I read the tracking is that they did attempt a delivery on July 2nd, and then it appears they may have misplaced the package.
"So, please don't tell me I didn't do everything I could. I did." I never even came remotely close to saying any such thing to you. IDK why you are over reacting to people that are trying to help you. But if you are unwilling or unable to take help from others, WHY did you come here????
"Why do you accuse me of lying?" Again, I never said anything even close to that. No one is "demeaning" you. I simply don't understand your reaction to a simple question. It is very odd.
"By the way, I don't think you can
a.) get it removed once you 'comment'
b.) asking the buyer to 'adjust' (which is all you are doing) they can agree and then hammer you even worse. Seldom worth it."
A. That is not a factor in the removal process. A comment or no comment, it just isn't a factor.
Revision requests
If you wish to revise your original feedback you can contact the seller directly and ask them to send you a feedback revision request.
If a seller would like you to revise your feedback, we’ll send you an email with all the details.
Once you’ve received your revision request, you’ll then have 10 days to either:
- Revise the feedback – Select Accept request in the email and we’ll guide you through the process of changing your rating and comment. When you revise or remove feedback, your original comments will no longer be visible on eBay
- Decline the request – Select Decline request in the email and state your reason for doing so. If you’d like to keep your reasons private, select I don’t want to share the reason with the seller
We’ll send you a reminder if you haven’t responded after 7 days. Revision requests expire after 10 days and the feedback won’t be changed if you haven’t responded within that time.
@profitweb wrote:Thank you for your help! That worked!! 🙂
They removed the feedback.
I submitted Request to Remove Feedback after my last post, citing "Other reason outside of my control".
Since I can't control shipper being late when I shipped on time, or losing a shipment, and I was responsive and tried to work on buyer's behalf, it was out of my control and unfair.
This forum works better when posters' responses are helpful and accurate.
IMO, most of these responses were aggressive sounding and incorrect. I hope everyone gets in a better mood. It's much better to be kind and supportive of each other.
See, we all were just trying to help. It likely got removed because of the Delivery Attempt. A delivery Attempt counts as Delivered.
I could not agree with you more "This forum works better when posters' responses are helpful and accurate. IMO, most of these responses were aggressive sounding and incorrect. I hope everyone gets in a better mood. It's much better to be kind and supportive of each other." You also need to take that advice. You have been very hostile to people that have only been trying to help you. Accusing them of things they never said as well.
FYI, "reasons outside your control" is NOT a reason that Ebay would remove feedback. It was removed solely because of that attempted delivery entry on the tracking.
As sellers, while none of us like it any better than you do, we are responsible to get the item to the buyer's address. If it never arrives and lets say the carrier lost the package. The seller would be held financially responsible to the buyer. The seller may have a claim with the carrier, but as far as the buyer goes, the seller is responsible. There are a few exceptions, but for the most part, we are responsible.
I am very glad you were able to get your feedback removed. That was a correct move by Ebay.
