eBay

unicorns_and_battlestars · ‎03-07-2023

It was inevitable that it would happen, I have a multitude of similar items listed and for sale and our shipper accidentally sent out the wrong model. The buyer, instead of contacting us, used negative feedback. We fixed the issue and sent a revision request to the buyer. The buyer spent several hours trying to get the revision to work and was only able to submit a reply. When they contacted eBay to let them know that they were unable to change the feedback from negative to positive, they went in circles trying to say that I, the seller, needed to submit a feedback revision request, which had been done. Finally, the eBay CS team said that I, the seller, needed to contact the eBay CS team so they could rectify the issue. I spent 3-4hrs with their CS team as they went through 3 or 4 different departments only to have the last person say that it needed to be kicked up the chain to an appeals department as they do not know why the buyer was unable to revise. I was told 72 hours for the department to respond and rectify... 5 days later and I have yet to have the issue resolved and the representatives today were all condescending and dismissive, each attempting to state that they cannot remove the feedback, which was not the result myself or the buyer were looking for...

At this point I am seeking legal action against eBay considering feedback is used as a performance metric in search features and because mobile platforms do not show feedback replies.

Any other suggestions?

quicksilverdiecast · ‎03-08-2023

welcome to ebay, when you get a chance call back and ask for a supervisor in security and trust, and wait regardless of how many times they check in with you say they are still trying to find one. TAKE DOWN DATES TIME STAMPS AND NAMES OF THE PEOPLE YOU SPOKE TOO otherwise you can jepardize your own case. Explain to them THEIR POLICY at how they instruct you to do so, since it cannot be done due to ebays failure NOT yours or the buyers request it be removed.

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bonjourami · ‎03-07-2023

"At this point I am seeking legal action against eBay considering feedback is used as a performance metric in search features and because mobile platforms do not show feedback replies. "

Im sorry..but really?

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“Never pick a fight with an ugly person. They don’t have anything to lose.” ~Robin Williams

lamber9347 · ‎03-07-2023

There is no 'legal action' you can take over feedback. There is no requirement for a buyer to contact the seller first, and feedback is simply a buyer's opinion. You are giving it too much credence. Best of luck to you....

12345jamesstamps · ‎03-07-2023

I had the same problem where buyer wanted to change a negative to a positive feedback after I refunded the buyer. Apparently, buyer is allowed a certain time frame when buyer can change a negative feedback to a positive feedback. So I basically couldn't do anything but watch my one and only negative feedback for about a year. No a whole lot can be done. Calling CS the minions who answer the phone can't really do much anymore. They used to be able to years ago. I would just go on and don't let a negative feedback bother you. I did it for almost a year. I finally got my rating back to 100%. The more positive feedback you get from future sales will return your rating back to 100%. I don't know the metrics on how much feedback you need to get it back to 100% before year end.

slippinjimmy · ‎03-07-2023

@unicorns_and_battlestars wrote:

At this point I am seeking legal action against eBay considering feedback is used as a performance metric in search features and because mobile platforms do not show feedback replies.

eBay does NOT use Feedback as a performance metric

FYI - Your reply was very good and the buyer follow up confirms that, I'd be happy to have that neg unlike the neg I currently have that only says "bad service" (shipment to Spain took 17 days).

Paranoia strikes deep
Into your life it will creep

kensgiftshop · ‎03-07-2023

Are you saying that Amazon shipped the buyer the wrong item?

As long as the feedback doesn't violate any policy, they won't remove it.

Have a great day.

richard1rst · ‎03-07-2023

What do you mean by "our shipper". Are you drop shipping? In any event a mistake was made on YOUR end. You need to put on your Big Boy Pants, own up to it and learn from the experience.

"Laissez-faire capitalism (AKA The Great Material Continuum) is the only social system based on the recognition of individual rights and, therefore, the only system that bans force from social relationships." ~ Ayn Rand

inhawaii · ‎03-07-2023

That feedback I don't think will be removable by ebay.

BUT

Because the buyer is happy I see no reason my the buyer would not agree to a feedback revision.

Have you thought about going that route?

One In A Million You - Larry Graham

hartungcards · ‎03-07-2023

I have a suggestion. I hope you're considering making this "legal action" a class-action suit. I'd love to join it just to see how fast a class-action suit over unfair negative feedback on eBay gets tossed out.

gloryglorygifts · ‎03-07-2023

I had a similar problem a year or so ago, but the shipper sent out an item that had a brown bead in a pink rosary (one brown wood bead in a wood rosary). Customer put negative feedback instead of contacting me first. I immediately contacted her, rectified it and had messaged back and forth with her. She couldn't revise her f/b, even tho I sent her a revision request. So in my response I included something she wrote in our messages and she was fine with that. She was a happy camper and it looks much better that it was resolved too.

It happens.....

luckythewinner · ‎03-07-2023

Any other suggestions?
Yes. Perhaps your buyer is incompetent or is not being honest and does not want to revise the feedback.

each attempting to state that they cannot remove the feedback

I would hope eBay would not remove a negative just because a seller sent a revision request that was not acted upon.

At this point I am seeking legal action against eBay considering feedback is used as a performance metric in search features

How is feedback used a performance metric in search features?

soh.maryl · ‎03-07-2023

My impression has always been that, if a buyer left negative FB, and the seller fixed whatever the issue was, the seller could send the buyer a "Feedback Revision Request" and the buyer would then be able to revise the feedback accordingly. So my impression was incorrect?

soh.maryl · ‎03-07-2023

Yes, I do have another suggestion: Feedback is not used as a performance metric.

fashunu4eeuh · ‎03-07-2023

”At this point I am seeking legal action against eBay considering feedback is used as a performance metric in search features and because mobile platforms do not show feedback replies.”

Because feedback is voluntary, subjective and arbitrary, eBay does not use it in performance metrics any more, and hasn’t for a number of years. I am not sure what you mean by using it as a metric in Search features. I don’t believe buyers can filter Search results by feedback scores.

Before undertaking a pricey and time-consuming legal action, i suggest you review the eBay User Agreement, paying particular attention to Sect. 18 Legal Disputes.

Feedback no longer carries the same weight it once did, as fewer members are using it, fewer are leaving it. A professional response showing your customer service skill and concern for the buyer experience is usually all that is required to assure future buyers and “undo” any poor rating.

The other poster is correct. Leaving a negative statement under a positive review is expressly against stated eBay policy. Given that you have done so, i would not do anything to call attention to myself regarding feedback. It is not in your better interests.

onlinecentral · ‎03-07-2023

The buyer spent several hours trying to get the revision to work and was only able to submit a reply.

Ask your buyer to try to do the revision on a Desktop PC running Windows 10 or 11. Smart phones and other devices tend to have more screens that do not work properly.