I'm just a small seller on eBay, and an occasional buyer. I received a message from eBay about a recent purchase that has me alarmed. The subject line was "Need a hand with [my item]?"
The first line in the body of the message was "We’re sorry that things may not have gone as planned and recognize how frustrating this can be." The message ended with two big colored boxes of text — one telling me about eBay's money back guarantee ("Get your item or your money back"), and the other asking me to start a return ("not happy with your purchase? Send it back. Start a return.") See the screenshot below, with my personal info blacked out.
The seller shipped my item promptly, via FedEx with tracking. I received my item in perfect condition, and I had already left positive feedback shortly after receiving it. I've done nothing to give eBay or the seller any reason to think I wasn't happy with my purchase.
Why on earth would eBay assume I had a problem with my purchase and practically beg me to return it? I hope my own customers aren't receiving messages like this.
@ittybitnot wrote:
Apparently, they are still sending these to otherwise satisfied buyers. (Post #59 here, and a couple of threads on the buyer board over the last few days as well.
Since your last post was on the 1st of the month, can we assume this is some sort of enhancement here to stay?
I haven't heard anything back @ittybitnot but I've reached out to the tech team to see if they can get me an update. I'll follow-up with anything I get from them.
@argy_eyes wrote:
Velvet,
Did this ever get resolved?
Yesterday I was cleaning up some eBay messages from about the time this came up on the Forum, and found exactly the same message. I doubt that I neglected to fill in the stars, and the feedback I left was positive.
On the matter of stars: if a buyer leaves positive feedback and leaves zero stars, it is much more likely that the zero stars are an oversight rather than a considered input. In this case, the feedback utility should query the buyer with a statement like "we see you left zero stars, but positive feedback, is that what you intended?"
Mike
I haven't heard that they have an answer yet @argy_eyes but they did confirm that they're looking into it. If you come across anyone else reporting it, please tag me in a post so I can add their accounts/examples to the ticket.
I will also get your stars suggestion passed on!
Hi all! I just wanted to follow-up to let you know what we found out about these emails. The right people got your reports and it turns out these emails are meant to provide resources to people who may be having a difficult experience based on some of their behaviors on the site.
There are times that we won't be 100% accurate however, which is why some may have received them unnecessarily. Please know that we're working with the appropriate team for adjustments to the pointed wording, based on the feedback you shared with us here, so thank you!
