eBay

slc_shop · ‎09-11-2019

1. A buyer opened a case against me because an item shows as delivered but they apparently didn't get it. They sent me a message first and I told them to contact the post office because there was nothing I could do at this point. That's when they opened the case. It's been open since Sep 2 and it still shows that it's being reviewed by eBay. I called customer service yesterday and the girl I spoke to didn't seem to know what she was doing. She almost closed in the customer's favor, so I had to do her job for her and explain why it should be closed in my favor. (I feel like I sound like a difficult customer, but I was polite at the time. I'm just fed up now.) Anyway, she finally said it would be closed in my favor ... But it's still "being reviewed." Is that normal? I could be wrong but I feel like anytime I've called customer service in the past and they close a case, it shows up almost immediately.

2. A buyer left negative feedback on my store. They bought a DVD for $1.99 + free shipping and were upset that there were some minor scratches on the bottom. I take a picture of the bottom of all the DVDs I sell to try to avoid this, but they still left the feedback. The DVD still plays as well. So, it's not like I sold them a defective item. My guess is they didn't even try it out. Besides, they only paid $1.99! Anyway, I digress. Is there a way to get the feedback removed? I know you can contact the buyer, but does that ever really work? I mean, they're obviously upset. What do you even say to them?

pburn · ‎09-11-2019

1. Did you upload the tracking number into the case?

2. The DVD was listed as "Very Good." The buyer says it has scratches. I'd be very surprised if the feedback were removed. You can contact the buyer and ask if they will consider revising it. If they agree, you can send them a feedback revision form.

https://www.ebay.com/help/selling/leaving-feedback-buyers/disputing-feedback-received?id=4102

dhbookds · ‎09-11-2019

If you don't disclose even minor flaws you will run into problems with buyers.."pictures" aren't going to suffice....

That said, I would apologize profusely and refund, without asking for a return, since it's only $1.99 total. Then I'd wait a couple of days and send the feedback revision, apologizing again, and adding something like, "hope you will consider this"....

this*old*attic · ‎09-11-2019

So....

You basically shrugged and told one customer “there’s nothing I can do” while the other should just chill because their CD was “only $1.99 plus free shipping” and you really guess “they didn’t even try it out.”

Skills.

csbbct · ‎09-11-2019

@slc_shop wrote:
1. A buyer opened a case against me because an item shows as delivered but they apparently didn't get it. They sent me a message first and I told them to contact the post office because there was nothing I could do at this point. That's when they opened the case. It's been open since Sep 2 and it still shows that it's being reviewed by eBay. I called customer service yesterday and the girl I spoke to didn't seem to know what she was doing. She almost closed in the customer's favor, so I had to do her job for her and explain why it should be closed in my favor. (I feel like I sound like a difficult customer, but I was polite at the time. I'm just fed up now.) Anyway, she finally said it would be closed in my favor ... But it's still "being reviewed." Is that normal? I could be wrong but I feel like anytime I've called customer service in the past and they close a case, it shows up almost immediately.

I called eBay CS on Monday when an Item Not Received case was opened for an item where tracking showed delivered. I didn't have to convince CS to close the case, they did it as soon as they saw that it was delivered. It showed "being reviewed" for about 20 minutes, then it closed properly. As long as you had the tracking number, it should have closed that same day. I would call them again if it's still showing that status.

slc_shop · ‎09-11-2019

1. Yes, I did. It was a long conversation with the rep. We went through everything in detail. I know I'm in the right on that one. I was basically just asking if it's normal for it to still show "being reviewed" after the rep says they'll close it in my favor. If not, I'll call them back, but I wanted to get other opinions first so I don't nag them for no reason.

2. I normally disclose any flaws that I see. I must have missed it on this one. I don't remember, but that's definitely my fault. If I have to take the negative feedback for that, then I obviously will. However, the DVD was not "scratched to all hell and back" as the buyer claims in the feedback. There were barely noticeable scuffs. If everything was perfect, wouldn't that be "Like New" condition? That's a serious question by the way, not being combative.

dubiousgain · ‎09-11-2019

@pburn wrote:
2. The DVD was listed as "Very Good." The buyer says it has scratches. I'd be very surprised if the feedback were removed.

It has been my experience, that many-a-time the buyer sees "very good", but actually reads, "like new". It's amazing what people WANT to see, in their mind's eye.

slc_shop · ‎09-11-2019

No, I didn't shrug. I'm giving you guys the cliff notes version of what went down. I sent a polite email giving the buyer detailed options of what they could do. I've had this happen before where the buyer doesn't receive an item and there's really nothing the seller can do. If it shows "delivered," they have to contact the post office and see if it's there or open a missing item claim. I can't do that. That's on the buyer.

I'm guessing they didn't try it out because I did try it and it works perfectly. The only reason I brought up the $1.99 was because I'm sick of entitled buyers. To be fair, it really isn't relevant at all. I just don't understand buyers being so uptight with cheap items. In fact, it seems like the cheaper the item, the more entitled the buyer.

slc_shop · ‎09-11-2019

Thanks for the info. I was going to call them again, but I wanted to ask the community first just in case.

dhbookds · ‎09-11-2019

Look..........you can analyze, conjecture, figure the buyer is trying to get a freebie......etc.........

Point is what do you want? to be right or get the neg gone?

slc_shop · ‎09-11-2019

I don't understand what you're saying. What's your advice here? Is this a comment about my replies to people who have commented on this post? I usually reply just so I'm not ignoring people. I'm not trying to over-analyze or conjecture or anything else. I'm taking their advice, but I also want to acknowledge that I've read what they wrote.

But I would also like to avoid these situations in the future. That's why I'm asking followup questions.

dhbookds · ‎09-11-2019

@slc_shop wrote:
I don't understand what you're saying. What's your advice here? Is this a comment about my replies to people who have commented on this post? I usually reply just so I'm not ignoring people. I'm not trying to over-analyze or conjecture or anything else. I'm taking their advice, but I also want to acknowledge that I've read what they wrote.

But I would also like to avoid these situations in the future. That's why I'm asking followup questions.

Sorry, I just see these types of threads going on for pages about every conceivable opinion, idea...... just seems like a waste of time.

joesoucie22012 · ‎09-11-2019

The DVD may have been very good but the case only good. You have to describe both in codition notes, VG/G.

slc_shop · ‎09-11-2019

Feel free to not reply to this, but I think these forums are an extremely important place to talk about different methods of dealing with situations that come up. Shouldn't we all be learning from each other? Whether we're talking about hypothetical situations, over-analyzing one real situation or even just venting, I feel like it's important. I get a lot of good knowledge in these forums and I learn how other people run their stores.

If this discussion is running on and on, I wouldn't expect everyone to keep reading it, but I still appreciate the responses.