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?

upgradedendmills · ‎09-11-2019

It doesn't seem like the OP is trying to waste your time at all. If you think you can help them, that's great. If you feel that the post is trivial or wasting your time, ignore it and move on to something you think is interesting and worth your time. No need for rudeness, it's obviously bothering the OP and he is looking for answers.

upgradedendmills · ‎09-11-2019

It is a shame what the negative has done to your feedback score, it will pretty much kill your chances of further sales for the next year. There is some chance of getting it removed based on the language. Whatever that takes, please stay on top of it.

To prevent this from happening again, I would avoid selling inexpensive items that the condition can be viewed as subjective. In this case my feeling is that you should have seen this problem escalating from the very first email and refunded immediately in full. Not right, and hard to swallow, but realistic in today's world.

Usually this discussion board is great when you need help solving a problem, rather it is $1.99 or $1999. Sorry you ran into a rude poster, no need or excuse for it.

slc_shop · ‎09-11-2019

Thank you for the kind response and all the advice. I would have refunded the buyer if they had sent me a message, but they didn't. They just opened a return and then left the feedback. They haven't sent the item back, but that's probably because they're realizing the shipping is actually more than the price of the item.

I will definitely be reviewing all of my listings to make sure the condition is detailed.

Edit: It just occurred to me that when you said I "should have seen this problem escalating from the very first email," you might have been talking about the first issue I had with the item saying delivered. If that's the case, I'm really not worried about that issue. I'm getting ready to call customer service right now to sort it out.

upgradedendmills · ‎09-11-2019

I sincerely hope you are able to get the negative removed. Looks like you have spent a ton of time on your listings and done a great job at it. Hopefully eBay will be able to fix some of these feedback problems someday, I think they are working on it. Good Luck!!!!

wesk_36 · ‎09-11-2019

"There were barely noticeable scuffs."

Used DVD's, CD's, they can be problematic. They can freeze or skip wildly even with barely noticeable scuffs, and result in unhappy customers.

IF used $1.99 DVD + free shipping + packaging - costs and fees, THEN donation to charity store. You are working for pennies or negatives with these.

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Posting ID

luckythewinner · ‎09-11-2019

@slc_shop wrote:
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.

At this risk of stating the obvious ...

if you admit it was your fault that defects were not disclosed, why are you asking about removing a feedback regarding undisclosed defects?

What would be the point a feedback system where a seller could remove valid feedback simply because they did not like it?

turquoisetulips · ‎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.

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?

On the first question you're 100 % covered because the tracking shows delivered . You just had spoken to a less experienced rep .

On the second question ,, I would suspect the buyer has already watched the movie / DVD and is now creating a excuse to get a refund . Since it's such a small amount of money I would just ask them to send it back and then refund . However I would block them soon after . Tulips

ittybitnot · ‎09-11-2019

On the first question you're 100 % covered because the tracking shows delivered . You just had spoken to a less experienced rep .

Hopefully, that is the case. Be advised, however, the eBay changed the "rules" a bit for INR. The tracking must be uploaded to eBay PRIOR to an INR dispute to be an automatic "win" for the seller.

turquoisetulips · ‎09-11-2019

What would be the point a feedback system where a seller could remove valid feedback simply because they did not like it? luckythewinner

The People who purchase DVDs online and then return them after they've used them for a refund are as common as the housefly . This is why I'm a bit reluctant to believe in the validity of the feedback left by the buyer in this case . It's quite possible they left that negative just to give their side of the story more of a punch . Tulips

upgradedendmills · ‎09-11-2019

Sounds like it is getting cheaper to get movies on eBay and have them delivered than it is to go to RedBox. Buyer probably used a $500 phone to buy the DVD and doesn't see anything wrong with ruining a legitimate business over $2. Maybe they simply didn't like the movie and the OP should offer them free lifetime DVD rentals to get the neg removed. Really scary where the world is going.

turquoisetulips · ‎09-11-2019

@ittybitnot wrote:
On the first question you're 100 % covered because the tracking shows delivered . You just had spoken to a less experienced rep .

Hopefully, that is the case. Be advised, however, the eBay changed the "rules" a bit for INR. The tracking must be uploaded to eBay PRIOR to an INR dispute to be an automatic "win" for the seller.

Whenever I ship an item the tracking number is already in place on the label before the post office gets it and certainly before it ever arrives to the buyer . I frankly don't know any other way to ship so I just assumed the same would be true for the OP . Could be wrong though because I learn something new every day on these boards .. Tulips

turquoisetulips · ‎09-11-2019

@upgradedendmills wrote:
Sounds like it is getting cheaper to get movies on eBay and have them delivered than it is to go to RedBox. Buyer probably used a $500 phone to buy the DVD and doesn't see anything wrong with ruining a legitimate business over $2. Maybe they simply didn't like the movie and the OP should offer them free lifetime DVD rentals to get the neg removed. Really scary where the world is going.

The petty lengths some people will go to just to stick it to someone else over money no matter how small the amount never ceases to amaze me .. Or maybe I'm just not like the buyer in this case . I would never expect perfection for a 1.99 with free shipping . I don't even know how the OP can do it that cheap . Tulips

upgradedendmills · ‎09-11-2019

The tracking can be a problem on an INR if you ship like I do. I hand print all of my labels and have never once done it online. Wouldn't dream of shipping without tracking ever, but I don't upload tracking most of the time either unless there is a problem or a buyer requests it. If I were to get an INR, my tracking would be useless.

I had a customer last week that purchased an item on 08/31 and requested the tracking number on 09/08. I sent it to them with the info that their item had been delivered on 09/03 at 11:46 a.m. and they got back to me within minutes to say they had gotten it and left positive feedback at the same time. Can't help but think that it was a test to see if I keep good records or want to give stuff away. Probably time to start uploading the tracking just to be on the safe side.

upgradedendmills · ‎09-11-2019

Sooner or later "renting" things like DVD's or prom dresses on eBay will make them less available for consumers. I used to take great joy in selling books and movies and actually made a few bucks at it. The trend towards "free rentals" makes me hesitate to do it anymore. I have thousands of both that are more or less in my way, but if I choose to donate them, it will be to someone of my choice, and will not subject me to negative feedback on eBay.

namele365 · ‎09-11-2019

@upgradedendmills wrote:
The tracking can be a problem on an INR if you ship like I do. I hand print all of my labels and have never once done it online. Wouldn't dream of shipping without tracking ever, but I don't upload tracking most of the time either unless there is a problem or a buyer requests it. If I were to get an INR, my tracking would be useless.

I'm confused... Why would your tracking be useless in the event of an INR?

Also curious... If you hand print labels and ship with tracking, isn't it costing you more money and time than if you print labels through eBay? Why do you do it that way?