Why ebay does not adhere to its own policy of feedback removal and allows buyers to defame a seller

[giftsnbargainsoz]

I sold an item (plush toy) which had to be sent with hair tied neatly in rubberband etc so it would not be messy. The buyer changed their mind and used the above and claimed the item was used when it was brand new. Due to their opening a case and making a huge fuss we offered a partial refund if they kept it. They took this fund and then opened another case on paypal - paypal refunded them (not taking it from us though). After this they left defamatory feedback for us calling us SHIFTY. We objected to this word as being defamatory as per ebay policy but ebay will not remove this feedback which is bad for our reputation and totally untrue. The buyer scammed paypal, ebay and me (the seller) and got away with it. Is there no hope or help for ebay sellers who are honest? I am very frustrated and dissapointed with ebay customer service who will not help or remove negative comments despite the policy saying that can do this when its UNFAIR.

As per their profanity policy: 

Defamatory language (language or comments that could be considered harmful to the reputation of another eBay member) is also strictly prohibited on eBay.

If that's so, why can they not remove the unfair defamatory feedback for us?

[luckythewinner]

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@giftsnbargainsoz wrote:

As per their profanity policy: 

Defamatory language (language or comments that could be considered harmful to the reputation of another eBay member) is also strictly prohibited on eBay.

If that's so, why can they not remove the unfair defamatory feedback for us?

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First - next time you sell an item described as new ("a brand-new, unused, unopened, undamaged item") don't alter the item before you ship it without stating that in the description. Your listing has fifteen paragraphs of disclaimers and terms - surely you could have noted that you were going to tie the doll's hair before shipping . 

Second - eBay's feedback removal is about what eBay considers defamatory, not what the seller thinks is defamatory. Otherwise almost every negative would get removed, because almost every seller feels "defamed" by negatives. 

[myangelandmyprincess]

Actually eBay policy is that they will NOT remove feedback for this reason.  

[mam98031]

You need to read a little further in the policy.  What your buyer stated is not cause for removal under the rules of Ebay.  

BTW, you do yourself a disservice with shaming your buyers in your comments you leave in rebuttal to a negative or neutral FB.  That only makes potential customers concerned about dealing with you.  It would serve you better to always be professional when making public statements.

[2015mhfashions]

They opened cases and you give them partial refunds ? They'll do it again now, it works as you have proved, return for refund always, never cave in that's why it's happening so often, other sellers are so annoyed with all these cave ins, it's leaves the rest of us open to this abuse, once it's known sellers will not do this they will go away, to many sellers shaking in their boots because of a Negative, it means nothing, cases do and now you got both - cases will edge you closer to the 4% fees. Why on earth do you then reward them with your money for doing this ?

[2015mhfashions]

I also see in your feedback reply you have told every ( buyer ) you do partials, they will be flocking to you now - your call.

[fashunu4eeuh]

As a buyer, i am far more interested in a seller’s response to negative feedback than in the negative itself. Nearly every seller at some point can receive unfair negs. Buyers know this. Buyers want to see how a seller behaves under pressure, or when a problem arises, will the seller address the buyer’s concern? Is the response helpful and professional or retaliatory and engages in name calling? 

You are making it easy for future buyers to pass you by. The real damage done is there in your responses. I would consider most sellers who have hundreds of transactions to have a few negs, and likely would not take them seriously, except for the fact your responses have made the accusations look truthful. Something like “Sorry you are unhappy. Please contact us for resolution.” would serve you better. 

[castlemagicmemories]

You would have to get someone to understand that that is not allowed.

You might try to get a US rep by calling around 8-10 AM Utah Time, and read them the policy while pointing out the feedback stating SHIFTY.

Good Luck.  

[mam98031]

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@castlemagicmemories wrote:

You would have to get someone to understand that that is not allowed.

You might try to get a US rep by calling around 8-10 AM Utah Time, and read them the policy while pointing out the feedback stating SHIFTY.

Good Luck.  

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This will gain nothing as the FB the buyer left does not breach policy.  What the Op posted is only part of the policy.  MyAngel in post 3 posted the full policy.

[castlemagicmemories]

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@luckythewinner wrote:

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@giftsnbargainsoz wrote:

As per their profanity policy: 

Defamatory language (language or comments that could be considered harmful to the reputation of another eBay member) is also strictly prohibited on eBay.

If that's so, why can they not remove the unfair defamatory feedback for us?

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First - next time you sell an item described as new ("a brand-new, unused, unopened, undamaged item") don't alter the item before you ship it without stating that in the description. Your listing has fifteen paragraphs of disclaimers and terms - surely you could have noted that you were going to tie the doll's hair before shipping . 

Second - eBay's feedback removal is about what eBay considers defamatory, not what the seller thinks is defamatory. Otherwise almost every negative would get removed, because almost every seller feels "defamed" by negatives. 

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So true, so true.

Trinton has stated that each situations has unique characteristics that are considered, which can account for why some sellers say they got feedback removed by calling up and complaining.

In this case, as you say, there are unique characteristics that would not bode well for the seller so complaining would most likely not be successful in view of those specific details.