mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@mine-to-yours wrote:I agree 100%! I just received neutral feedback today because the buyer said item took too long to be delivered. I shipped the item the very next day after the customer bought it (even though I have a handling time of 4 days). It's SO unfair that sellers can receive neutral/negative feedback based on the timeliness of the delivery service, yet sellers can't give buyers anything other than positive feedback.
You need to contact Ebay as the neutral you received IS REMOVABLE under the current Feeback removal policy.
Item delivery issues
We remove neutral/negative feedback when the buyer is referencing:
- A delivery issue where tracking shows us that the delivery or handling time expectations were met
- A delivery issue where a natural disaster or unexpected event caused a carrier delay
- A customs or tax issue outside the seller’s control that we could identify
See example
Akash sold a small car part to an international buyer, and the buyer left negative feedback that said “Import duties way too high”. Since Akash was not the cause of the issue with taxes, the feedback is removable.
https://www.ebay.com/help/policies/feedback-policies/feedback-policy?id=4208
Try the automated version first. But if it gets denied, then all you need to do is contact Ebay and appeal as it is removable.
Go to the Seller Help page. Towards the bottom of the screen you will see a place to click on to submit the feedback for removal.
https://www.ebay.com/sellerhelp/feedback?id=5566
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On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
@kalyoth wrote:As a seller I wish I could be with you. However, I refer back to the transaction listings that list USPS as the carrier. That is a selection of service by the seller to transact to the buyer. In many, but not all, there are no options for shipping offered. I myself use USPS & seem to be lucky enough to not encounter the issues many are frequently encountering.
The service is contracted by the seller. We are responsible for the service provided having chosen that service. I used to offer a choice. I stopped as buyer never chose those other options. You don't want to face the issues from USPS, don't use them is your only option.
That is simply not completely correct. Yes, the seller selects the carrier they want to do. That action however does NOT mean that the seller is responsible for everything to do with how the carrier processes the package.
Yes sellers are responsible of Ebay if they item never gets delivered and/or is damaged in transit. But the seller is NOT responsible for getting delivered late [as long as the seller shipped within their stated handling time]. That is on the carrier. And that is exactly why Ebay protects sellers regarding feedback for this reason. It is in the policy.
https://www.ebay.com/help/policies/feedback-policies/feedback-policy?id=4208
Now if the buyer goes on to say other stuff in the feedback they left, beyond just the late delivery, that complicates things and is unlikely Ebay would remove the feedback.
@memorabletreasures wrote:No offense but that's bullcrap. If tracking shows a seller ships an item our job is done. Ebay is an ecommerce platform, they provide shipping labels therefor if you use their shipping labels they are 100% involved and responsible for protecting sellers when the carriers are in possession of our items. We are taking all the risk. The least ebay can do is stop pawning off all responsibility onto us. They made 10.3 billion in 2024 off the hard word and inventory that we provide yet they provide us with literally no assistance and 1000 different rules.
The highlighted statement is not true. If the package tracking never shows it was delivered or if the time gets damaged in transit, the seller is responsible. The rules are clear on this.
https://www.ebay.com/help/policies/feedback-policies/feedback-policy?id=4208
@memorabletreasures wrote:100% agree!!!
Ebay is an ecommerce platform, they provide shipping labels therefor if you use their shipping labels they are 100% involved and responsible for protecting sellers when the carriers are in possession of our items. We are taking all the risk. The least ebay can do is stop pawning off all responsibility onto us. They made 10.3 billion in 2024 off the hard word and inventory that we provide yet they provide us with literally no assistance and 1000 different rules.
No site similar to Ebay has any rule remotely close to what you are stating here.
First, Ebay does NOT provide the shipping label. That never happens. Sellers have the ability to purchase THEIR shipping labels through Ebay if the want or they can go elsewhere to purchase they shipping and print their labels.
We [sellers] are taking that risk because it is part of our JOB.
Clearly from reading this thread, many sellers aren't aware of their actual rights nor their responsibilities as a seller. It is likely going to benefit you to read through the link I provided you in an earlier post.
@sakic92710 wrote:Plenty of sellers will comment here that it is ONLY the seller's responsibility to make sure the item(s) arrive in a timely manner. eBay doesn't care, either. Even if tracking shows a package is en route, if it doesn't arrive by their estimated time, they WILL refund the buyer & you are on your own to try & get your money back when the package does arrive later.
This is not wholly true. You are assuming some things that actually are covered in Seller Protection regarding feedback removal. But as it all to often, the waters get muddied when a buyer says more beyond that the item arrived late for them. The rest of what they say may not be cause for removal. But it is important to actually know the feedback rules for removal instead of assuming you know.
@meme6253 wrote:It's actually USPS that needs to extend the expected delivery time, How we get them to do that is another question that I don't have the answer for.
They do that often when a package is travelling slowly. The new date is usually posted on the Tracking.
@mine-to-yours wrote:Thank you so much for your detailed response! I actually submitted the feedback for removal on this before you replied to my comment, and I already got notice that it was denied. However, there was no explanation as to why it was denied, even though the delivery and handling times were met, and I did everything correct on my end. I will indeed contact customer service tomorrow. Thanks again 🙂
Yes and that does sometimes happen with the automated version. If you still feel it should be removed, the appeal it to Ebay. Which I also shared with you in my post to you that you are responding to. I still stand by what I said, you may decide to review it again for additional help. I'm not trying to fight with you, I'm trying to help you.
