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?

[coolections]

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@unicorns_and_battlestars wrote:

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. 

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Your story, stick to it.

[bonjourami]

I expect a lot of drop shippers have attorneys on retainer..so many things seem to go wrong with them.

[unicorns_and_battlestars]

eBay agreed...so apparently so.  The only issue that arises is when buyer leaves feedback and the seller attempts to sue the buyer. This instance was against eBay for failing to correct an error on their end. It was removed...so obviously sustenance was in my approach. 

[unicorns_and_battlestars]

Wasn't dropped shipped, it was a local warehouse picking issue, and was corrected. You seem to think I wanted to go after the buyer, which I did not. I wanted to fix the experience the buyer had, and we did just that. eBay refused to allow either of us to remove or edit the feedback and only allowed the buyer to make a reply, even with the feedback revision sent. The issue was not with the buyer or the feedback, it was with eBay refusing to adhere to guidelines they put in place that allow feedback corrections and then refused to allow the correction to happen. eBay refused, initially, to adhere to their own defined policy, not suggestions, and this is where myself and the buyer had issue. He signed the same form from my attorney giving statement to the interactions with the eBay CS team. 

[unicorns_and_battlestars]

He sort-of did, but the issue was that eBay policy allows a revision when buyer leaves feedback for sellers. eBay CS lacked the knowledge on how to fix the issue when the revision request was not working properly and refused to do anything about it, literally had several eBay CS people just say "It will not be removed" as if we were asking for removal. Technically, we could have started a return since I had the right item sent out overnight, however eBay stated we would be able to use a revision request since I had never needed to use the service before, and the buyer would be able to change from negative to positive in the request. When the first session via chat failed to work, my buyer left a comment stating that I fixed the issue and didn't know why he couldn't change the feedback. eBay even recognized this and our email chain through the eBay messaging system. So, we were put on a three-way chat with someone who said they would make sure it was fixed... we were promised it would be fixed after 72hrs, and nothing happened. So, I had to go another route, which worked, but it was not what I wanted to do. Most people on here are just as condescending and pretentious, assuming they know everything but give no answers. Fortunately, I had an attorney that found a way into seeing how their policy dictated that they were required to remove the feedback if the buyer and I were in agreement, and we forced their hand. 

[ms.rodriguez*]

If I got a nickel for each person that stated here that they want to pursue legal action against ebay, I would have enough to buy a nice steak dinner at a fancy restaurant with my hubby.    Anyway, it looks like the negative was removed.  I am sure it was NOT because of the threat of legal action.

[unicorns_and_battlestars]

Considering the last action taken was a draft letter with statement from my buyer, myself, and an attorney who was familiar with eBay policies, I would say the removal was part of a legal action just not a court action. 

[quicksilverdiecast · Accepted solution]

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. 

[unicorns_and_battlestars]

My attorney was more versed in this than I, he simply asked for the buyer and my statements and handled the rest. Less than 24hrs later it was removed. 

[byrd69er]

Suggestion: Forget it and move on. All that over a feedback?

[junk4geeks]

What's funny and infuriating is I just saw a seller with thousands of sales and enough negative feedback to drop to 94% I also left negative and I saw today he's at 100% with all his negatives removed including mine. But a person who was an obvious scammer that even ebay agreed was scamming left their negative feedback on me but that was a coue years ago.

[bonjourami]

Well lets hope this fb removal will be the worst problem you ever have here. Seems like much ado about nothing to me, but I know how important it was to you..and your lawyer.

[femmefan1946]

The last time I consulted a lawyer was over 20 years ago and her half hour consultation cost me $300.  Worth every penny.

How much is an actual letter going for these days?

[bonjourami]

Like Marlon Brando said in 'Streetcar Named Desire'...... "I have this lawyer acquaintance."

[greatmidwestcoin]

LOL. If we only had a dollar for every time we read a post here threatening a lawsuit. Nice post.