What would be the right order of steps to get this neg removed?

[gurlcat]

Well I just had this one drop on me.  Here are the relevant or irrelevant facts, as they may be: I'm a TRS and this was a 30-day Free Return item.  The buyer didn't do a return and never wrote to express any disappointment. So it seems like a slam dunk for removal but I want to do it right.  I'm guessing the first step is to ask for a revision, but not sure what I could say to compel her, considering she bought the item July 26th, so it's too late for her to file a return, and I'm not going to offer a bribe for a revision (as in offer a partial refund), lol.  Come to think of it, why does ebay allow buyers to leave feedback after the return window is closed?     If this necklace was so not-shiny and not-pretty-colored to her, why did she wait so long to even leave this feedback?  

Anyway, if requesting a revision is indeed the first step, does it give the buyer a deadline to respond?  And what happens if they don't, or respond by writing a refusal to revise?  

[whiteparrot2003]

Personally I would just leave it.  So many buyers won't be bothered by that negative; even though I understand it is upsetting to you.  The most I would suggest IMO is a nice reply - something like "I'm so sorry you were disappointed.  I try to describe my items so that doesn't happen."

[gurlcat]

I'm not upset, but I don't see any reason not to try to get it removed either.  Costs me nothing, risks me nothing, to at least try.  

[inhawaii]

I agree. I would try everything I could to get it removed. 

As much as i want @bill.purvis2012 to be right, that ebay will "gladly remove it"

I'm not sure about that.   But it's worth a try.  Nothing to lose.

[gurlcat]

Right.  I've written to the buyer and invited them to do a return.  If I see no response in a couple  of days I'll contact EFB and see what they say.  And yes I'll update here, whatever happens.  

[ci1000]

kyle@ebay

There are so many variables involved with buyers leaving negative feedback. I have posted this before but feel like it needs repeating...

I just recently became a victim of a buyer that has a history of leaving negative feedback. I checked his  feedback left for others and he seems to only leave “Fake” … “Not Genuine” negative feedback for Tommy Hilfiger Hawaiian shirts. For what it’s worth, the shirt I sold him is authentic.

Everyone that feels they are a victim of inaccurate or  false feedback needs to do the following….

Request feedback removal

Respond to the negative feedback in a professional way

Block the buyer

Report the buyer for a false claim

Try to contact the buyer

Contact CS which is usually no help but it's on the record…

There is a fine line between an opinion and an accusation. My question is, when does an opinion become an accusation of fraud? Accusations damage sellers reputations.

OPINION: a belief based on experience and on certain facts but not amounting to sure knowledge.

ACCUSATION: A claim that someone has done something wrong or illegal. A charge that someone has committed a fault or crime.

[sapphire_studio]

It's a common misconception that if you have free returns and are a top rated seller you can easily get feedback removed. It's unfortunately not true. The only way it's a slam dunk to get it removed is if they open a return request. I think there was a time a long time ago that free returns meant something to eBay in regards to feedback removal but that day has long passed.

I heard some good advice on a YouTube video the other day. It basically said that they wear their few negatives with pride. They think that any buyer who ignores all the positives and only focuses on the couple negatives and decides not to buy from you, is a buyer you don't want to deal with anyway. I thought that was a pretty good point. This feedback in particular is not something that would keep buyers away especially if you reply correctly like others have suggested.

[fern*wood]

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@whiteparrot2003 wrote:

I didn't realize previously that ebay saw the condition field as more important than the description.  I sometimes put  "read full description for details".  I wonder how ebay would view that.  

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It may not be more important than the description, but I think it is at least as important, so just saying to read the description doesn't seem to be a good idea.  Now that ebay is experimenting with making the description a clickable link that buyers have to search for, I personally feel it is more important than the description and it's there for a reason.  It's way easier for buyers to read this important stuff right under the title before all the ads and other distractions.

[cambriachick]

I agree with whiteparrot, I would just leave it alone.  As an eBay buyer as well as seller, when I see just one neg, I figure it's irrelevant, sometimes people just want to complain.  This one might be hoping you'll respond and offer her a partial refund or loop you into an ongoing dialog about quality, descriptions, etc. I think it's a no-win situation.

[gurlcat]

Thing is, my question was not "Who all here would just leave this alone".  

[slati_2013]

Of course you should try to get it removed. I think what most are trying to tell you is it is not a slam dunk. In cases like this it is going to depend on who takes your call. Some CS guys are firmly wedded to the "it is opinion" thing. Others are more receptive.

The issue with this negative is it does seems like a  buyer's truly honest opinion of a purchase they were not too happy about. It helps a future buyer if you list the same thing to decide if they want to purchase it.

[lakefor94]

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@inhawaii wrote:

If you can get the feedback remove, great.  If not,

then take the advice of  @lakefor94  Turn a negative into a positive.

Whether something is "pretty" or not is totally subjective.

I think everybody knows that.

Respond to the feedback in a cool, calm, friendly manner.

Let other future potential buyers know how you handle this. 

As a buyer, I would have no hesitation buying from you.

Good luck!

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Right on. 

[the-hook-and-the-loop · Accepted solution]

When you do appeal to eBay to have it removed, don't call CS or use Facebook or Twitter. Use the Seller's Help link:

https://www.ebay.com/sellerhelp/feedback

[khetzel]

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@gurlcat wrote:

Right.  I've written to the buyer and invited them to do a return.  If I see no response in a couple  of days I'll contact EFB and see what they say.  And yes I'll update here, whatever happens.  

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I admit this is weird one given your very generous return policy and excellent feedback otherwise.

I just thought of a *possible* scenario could explain what happened.  Not saying this happened, just a random possibility.

Buyer purchases item as a gift for someone, gets it wraps it up, and gives the gift away recently.  Her friend or loved one recently opens the gift and then the buyer was disappointed for some reason the gift wasn't as impressive as she thought it would be.

Buyer is outside return window and doesn't have item anymore.  Thinks her only option left is feedback.

*If* something like that scenario happened you could probably convince buyer to revise...  I wouldn't mention the negative at all at first, only concern and disappointment that she was unhappy and "what can I do to fix this?"

If it looks like the buyer is just a serial complainer then obviously ignore everything above 🙂

[wastingtime101]

I see nothing in that FB comment that qualifies for removal under eBay policy.

FB removal for free returns items only kicks in if the buyer opens a return and returns the item. If they don't return anything those seller protections do not kick in.

Doesn't matter if it's past 30 days. Buyer can still open a return request. You will not be forced to accept under MBG, but buyer can still request and you can say yes or no.

If the neg bothers you I would encourage the buyer top file a return letting them know you will provide a prepaid return label. Then after the item is returned, inspected, refunded and all that's done, then I'd ask the buyer if they're willing to change their neg if you send them a FB revision. Do not bring it up before then or it could be seen as extortion (e.g., I'll allow a return past 30 days if you're willing to revise FB).

Will your free returns policy protect you beyond the 30 days and qualify for automatic FB removal? I don't know. That's why I included info about FB revision in my last paragraph, but you might still qualify for automatic FB removal if she returns.

I wouldn't send a revision request unless you know the buyer's willing to cooperate. You only get a few requests per year, regardless of the buyer agreeing to revise or not. Buyer has a short window to go through with the revision so if they don't know it's coming and are not checking eBay they may miss the window. Once it closes you cannot send another request. Buyers can revise the comment and leave the neg, so if you send a revision request without attempting to resolve the situation you could end up with worse FB than you have now.

If you don't want to encourage the buyer to return then your best option is a professional reply:

We offer a 30 day free returns policy. Please contact us if you're not satisfied with your purchase.

[gurlcat]

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@khetzel wrote:

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If it looks like the buyer is just a serial complainer then obviously ignore everything above 🙂

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For some reason it didn't occur to me to look at her feedback left for others, til you said that^.  I just checked, and JEEZ, the first page (most recent) includes 3 negatives and 6 neutrals!  Serial indeed!  Like I said I've already written to ask if she'd like to return the item, but I haven't heard back and I'm getting the feeling she won't do it, so I'll have to see if I can get an employee to remove it.