Wacky negative feedback

[thriftgnome]

Got my first negative feedback after 1.4k items sold - buyer was mad he couldn’t use his gift card at my store. Provided no other information other than his gift cards didn’t work. I asked eBay to remove this nonsense and they declined claiming it didn’t violate any of their policies. I also reached out to the buyer and politely asked him to remove the feedback or change it. Left a response under his feedback. What else can I do to get this removed?

[klhmdg]

@atlasesattic   Sellers protection from false negatives does not exist anymore.

As others have pointed out eBay will not remove FB anymore no matter what policy it breaks.

It has also been stated that even real people are not able to remove these anymore.

[brightlightbookseller]

I wouldn't say they won't remove anything, it's just gotten so they'll only remove what the AI can detect is an obvious violation (and even that can be hit or miss).  They're using our feedback as training grounds for the AI, but with no corrective action taken if the AI is wrong.

[mam98031]

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@ajs_coins_and_alchemy wrote:

The feedback, no matter how ridiculous, will not be removed.

The feedback doesn't matter, because no serious buyer will think twice about that feedback, so it didn't harm you at all.

You left a great, simple response.

Any buyer who sees 99.7% feedback and is scared off and doesn't bother to read to see what the negative(s) was/were, aren't worth selling to in the first place.

Wear your negative like a badge of honor. Can't please everyone.

If you haven't gotten a negative before, you just haven't sold enough yet.

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Unfortunately you are correct for the current way Ebay is handling FB removal, but the FB does actually qualify for FB removal because it does break policy.  The FB is not about the actual transaction, it is about Ebay and their gift cards.  The FB should be removed, but Ebay has decided that if the automated FB removal function, completely controlled by AI, if it doesn't remove it, They are no longer allowing appeals.

That breaches the User Agreement and it breaches their own published rules.  

Now I agree that negatives aren't as harmful if the seller responds in a polite professional way, but that does not change the fact that per the rules, Ebay should have removed it.

[mam98031]

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@ittybitnot wrote:

This really is beyond ridiculous and it does most certainly break policy. 

@mam98031 

I would assume that eBay will simply change the policy.  This feedback business is just a time and monetary drain on eBay's resources/customer service.  Remember when it was against policy to copy another seller's photos/text?  Now plagiarism is A-OK.   

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They haven't so far and they have been doing this for at least a couple months now.  They also will need to change the User Agreement and that requires notification to everyone.

[mam98031]

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@klhmdg wrote:

@atlasesattic   Sellers protection from false negatives does not exist anymore.

As others have pointed out eBay will not remove FB anymore no matter what policy it breaks.

It has also been stated that even real people are not able to remove these anymore.

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It exists.  The policies are still there as is the User Agreement.  Ebay is just ignoring them.  There is a difference.  A serious difference.

[atlasesattic]

It would be great if we new what keywords to use when asking for a revision, knowing a bot is making the decision now and not a human...that's how AI works right? certain keywords...this would be a turn around for sellers for sure, finally a positive for us.

[mam98031]

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@atlasesattic wrote:

It would be great if we new what keywords to use when asking for a revision, knowing a bot is making the decision now and not a human...that's how AI works right? certain keywords...this would be a turn around for sellers for sure, finally a positive for us.

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Not sure that would do any good.  I'm not sure you even get to enter any.  I haven't had a FB I have need to remove for a long time, so I don't know how the screen to ask for the removal presents currently.

[stacy_pme]

The squeaky wheel gets the grease 😉

[lilyswan2]

i would try getting it removed as has nothing to do with item...try for a feedback revision if buyer agrees and if not contact ebay as this has nothing to do with item...

[orangehound]

eBay states on their Seller Performance policy that the negative feedback should be automatically removed, but there is no way that software is sophisticated enough to detect what is going on with this feedback (there is no such thing as "AI" ... it is just software following scripts).  A human would need to look at it and remove it.

Here is the language from the policy:

We automatically remove defects, adjust your late shipment rate, and remove feedback when:

• The defect, feedback, or late shipment was the direct result of an eBay site issue or program error

[dbfolks166mt]

     Another buyer suffering from one D ten T syndrome. While the buyer may not have provided any details you may also  want to pass along the following. 

Gift card restrictions

There are a few restrictions to keep in mind when using eBay gift cards:

• You can’t use an eBay gift card to buy bullion, coins, paper money, virtual currency, coupons, or other gift cards
• You can use up to 4 gift card and/or promotion codes per transaction. The codes include eBay gift cards, eBay Bucks, and coupons
• Gift cards are linked to your account on the first use. Once you use it, your card cannot be used with another eBay account

You'll find more information about eBay gift cards on our frequently asked questions page, or see the full terms and conditions.