eBay Negative feedback problem

[unicorns_and_battlestars]

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?

[janet9988]

I do not see any negative feedback nor any revised feedback.

Ebay only allows

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How to respond to a revision request

If a seller would like you to revise your feedback, we’ll send you an email with all the details. You’ll then have 10 days to either:

• Revise the feedback – Select Accept request in the email and we’ll guide you through the process of changing your rating and comment. When you revise or remove feedback, your original comments will no longer be visible on eBay
• Decline the request – Select Decline request in the email and state your reason for doing so. If you’d like to keep your reasons private, select I don’t want to share the reason with the seller

We’ll send you a reminder if you haven’t responded after 7 days. Revision requests expire after 10 days and the feedback won’t be changed if you haven’t responded within that time.

[ebooksdiva]

Looking at your feedback it appears the negative feedback was removed. Congratulations.

[unicorns_and_battlestars]

It was! Seems either the forum or having my lawyer draft a letter pushed the buttons! 

[unicorns_and_battlestars]

It worked...so, yes

[unicorns_and_battlestars]

Actually there is legal action that can be taken against a performance metric that also affects search optimization. I spent plenty of time with an attorney I have on retainer discussing this. 

[unicorns_and_battlestars]

It would work well if the replies showed up via mobile platform, but they only show the initial feedback. Also, the backend search optimization for preferred seller matching utilizes the feedback metric to match buyers and sellers. eBay will tell you they, as a company, do not use it to determine your performance but it is used as a means of guiding customers to your store. 

[unicorns_and_battlestars]

Did you not see the part where THE BUYER TRIED TO DO A REVISION! I sent the request after the issue was resolved. They tried going through the steps only to not have the option to change the feedback from negative to positive... did you even read?

[unicorns_and_battlestars]

Buyer was fine, we were talking to the same eBay CS rep together and there was definitely something wrong on eBays side of the revision request. There was significant email exchange and a recorded call the buyer and I had discussing the issue. 

Feedback is used in search optimization for matching buyers and sellers, hence a performance metric. Negative feedback, when there are multiple listings of the same item, can move you out of the matching criteria. This is combined with feedback replies not being visible on mobile devices, and while a supposed 70% check the replies, this ignores the mobile usage and many of metrics to grade buyer seller interactions based on feedback. 

[unicorns_and_battlestars]

No, you are correct. I sent the request, the buyer used the link, followed the revision instructions but it wouldn't let him change from negative to positive...it only let him add an additional comment. 

[unicorns_and_battlestars]

It is, it just isn't used by eBay to measure your performance for their system. It is, however, used to match sellers and buyers and is indeed a performance metric on traffic and matched buyers. 

[unicorns_and_battlestars]

He was on a computer at work. eBay went through all these steps while we were on a three way call. 

[unicorns_and_battlestars]

You might want to look up how feedback is used in the buyer seller matching process and how feedback can affect SEO when buyers are searching for products with multiple sellers and listings. 

[fern*wood]

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@unicorns_and_battlestars wrote:

You might want to look up how feedback is used in the buyer seller matching process and how feedback can affect SEO when buyers are searching for products with multiple sellers and listings. 

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Where do I look to see this documented?   Do feedback policy violations by sellers affect this also?

[chapeau-noir]

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@unicorns_and_battlestars wrote:

You might want to look up how feedback is used in the buyer seller matching process and how feedback can affect SEO when buyers are searching for products with multiple sellers and listings. 

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In other words - "sometimes buyers look at seller feedback"? 

[az93]

Can buyer add to his feedback that negative was left in error?