01-21-2022 06:35 AM
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.
01-21-2022 06:39 AM - edited 01-21-2022 06:40 AM
01-21-2022 06:44 AM
Would guess you are using a posting ID. Was the seller small/medium size? Would be interesting to see if this kind of message gets generated for the big guy/Chinese sellers.
01-21-2022 06:47 AM
Yes, I left positive feedback almost 2 weeks ago, within a day or two after receiving the item.
01-21-2022 06:47 AM
Whoa.....
I hope this is an isolated case. But, I've seen quite a few messages on these boards of sellers complaining about an uptick in returns being requested.
I hope this is not the reason.
You may want to go over to the "eBay technical issues" forum and ask about this.
01-21-2022 06:52 AM
Yep, using a posting ID of course. The seller is in the U.S. , on eBay since 2013, over 30,000 feedbacks received, 98% positive.
01-21-2022 07:18 AM
@metaltech1 wrote:Whoa.....
I hope this is an isolated case. But, I've seen quite a few messages on these boards of sellers complaining about an uptick in returns being requested.
I hope this is not the reason.
You may want to go over to the "eBay technical issues" forum and ask about this.
No, it isn't, at least not in Aus.
I get a message very similar to this when I buy an item, and as a seller it does concern me.
For sure, have that info available for buyers who are looking for resolution, but to smash it in our faces not only causes seller issues, but makes eBay as a platform look unprofessional and suggests they think sellers are hawking rubbish.
01-21-2022 07:19 AM
Another poster noted this a few weeks ago. It appears to just be a demented idea of marketing by Ebay as their market share of online sales continues to drop. I can't wait to see 4th quarter results when marketing decided to advertise Ebay motors during the holidays instead of the more general platform. Yea, we all look for car parts to give as gifts. Hey honey, I got you a new side mirror for Christmas.
01-21-2022 07:28 AM
LOL How true. I can't wait to see the fourth quarter results. Other on line platforms were advertising during the holidays . Ebay motors what a joke. The people running ebay are just running it into the ground. My wife loved the shock absorbers I had under the tree for her and the spark plugs in her stocking
01-21-2022 07:31 AM
How about that Camshaft you've always wanted!
01-21-2022 07:32 AM
"Demented" is right.
It's one thing to send a post-sale message asking if I'm happy with the item, and even noting that there are paths to resolution if I have a problem. But this message assumed that I'm unhappy, and apologized that "things may not have gone as planned," and empathized with my frustration.
My only frustration is with eBay itself for attempting to plant the idea in buyers' minds that they have a problem and should return the item they purchased.
I did have a chat with first-line support, who agreed with me that the message was inappropriate and promised to send along my feedback. Yeah, and if you believe that I've got a bridge to sell you.
01-21-2022 07:32 AM
If the goal is to encourage more buying this is NOT the way to do it. How about an email that went that said we see you had great experience on eBay lately (the OP says they had already left positive FB). That's great 99.9% of transactions on eBay lead to high satisfaction like yours.
We hope you will come back to eBay time and time again to find bargains and treasures and remember we have you covered with our MBG just in case something goes wrong
01-21-2022 07:33 AM - edited 01-21-2022 07:33 AM
I received that message 2 days ago, I had no idea what ebay was talking about, I was happy with the transaction. I decided it was just a glitch.
01-21-2022 07:35 AM
glasser, that would be an awesome message for them to send. Yes, leave the buyer feeling great about their purchase! I wish we could get you to write eBay's marketing messages.
01-21-2022 07:37 AM
That's really a disturbing email to send out to our buyers.