removal of feedback from non payer

CouponWoman

A few weeks ago I mentioned on here about a non payer I had.

Buyer bid on day 3 of a 10 day auction and as she was the only bidder she won the item.

I duly sent her an invoice and the following day she sent a message to say she had changed her mind. As I am sick of non payers (as others are) I waited 4 days and opened an unpaid item dispute.

She then sent me another message to say she had changed her mind and didn't want it. I told her I had to open the dispute to get my fees back. She then left me positive feedback.

I closed the dispute and my fees were refunded.

I then checked what DSR's she had left me and yes, she had caused me a problem.
5 for item description, 4 for communication, 3 for dispatch time and 1 for post and packing.

I have just got off the phone with ebay and was suprised at what they said.

She agreed to remove the feedback and DSR's this time but if a non payer changes their mind and notifies you of this you have to do a mutual cancellation.

She said an UID is only for buyers who never pay and don't contact you. If a buyer contacts you you must do a mutual cancellation.

I advised her this can be a problem as if you do a mutual cancellation the buyer can still leave bad feedback and low DSR's, and they might not agree to it as well.

She said this shouldn't happen, but I said it does, if you read the chat pages on ebay its full of these type of problems and its the seller that loses out.

Anyway, the upshot is, she will remove the feedback and DSR's this time but don't bank on her agreeing to do this again if the situation arises again.

:eek::eek::eek::eek::eek:

Crowqueen

In this case I think I would have done it myself - I know it's infuriating, but if you had kept her happy she would have agreed to the cancellation and not left you any bad feedback. Prolonging the issue is what meant that she got upset.

Sometimes it pays to be flexible. Getting the cancellation over and done with quickly would have meant being able to relist the item within a few days of the listing ending, and if the buyer was happy and ready to do something like this it seems a shame to provoke them. Otherwise they may have gone away happy that they'd got what they want without cost to you (transaction cancelled) and just not left feedback at all.

I've done it before and had no hassle. The only time I'd do it would be if someone got in touch with me, but I did it without hesitation as it meant everyone went away satisfied, which is what I want out of eBay to be honest, more than feeling I've done something vindictive about a problem which, to be perfectly honest, is an occupational hazard of the payment system. Sure, I do UPI disputes if I do get a non-payer, but as long as they contact me within a reasonable time - and before I open any dispute - I'm happy for them to cancel because it's far less hassle for them to go away happy than to prolong things with a UPI. You just turned what may have been bad feedback into definite bad feedback and it was more hassle in the long run for you than just acceding to the buyer's request.

I may not speak for many people, but I like to think I accept genuine attempts to cancel with grace and treat the buyer as an adult. That's yet to rebound on me in terms of feedback.

CouponWoman

Unfortunately not all buyers are reasonable.

This one had 7 days to ask me to cancel from when she originally bid. Had she asked then I would have agreed without hesitation to cancel her bid.

I occasionally do agree to a mutual cancellation, it depends on the circumstances. This woman simply bid, had 7 days to ask me to cancel and then decides the day after auction ended she had changed her mind. That is not good enough.

I treat buyers like they are adults, they bid, they win, they pay, I send. Thats it.

I have agreed to mutual cancellations and then been left bad feedback and will only now do a mutual in exceptional circumstances and waiting 7 days and then saying "I have changed my mind" is not good enough in my opinion.

This is about treating everyone with respect, and its about time buyers respected sellers too, instead of treating them like dirt sometimes.

I have had so many great buyers yet more and more rubbish buyers are creeping in all the time.

Crowqueen

You didn't wait 7 days to hear from her originally though when she'd won the item, she messaged you just after the auction end. Yes, had you waited 7 days after auction end for contact that would have been another thing, but she contacted you quite soon after the end of the listing, as you say you then waited until the four days were up before you could open an UPI dispute. So she must have been in touch fairly promptly.

I don't know about the circumstances of the other mutual cancellations you've done but as a buyer I'd only leave non-positive feedback if I felt the seller had been poor in their communications, not if they'd tried to work a problem I'd had out or acceded to a reasonable request. Other people may feel differently but quite often the quality of communication can be to blame on both sides.

suited-aces

Sounds like a typical misinformed ebay rep

Crowqueen

suited-aces wrote: »

Sounds like a typical misinformed ebay rep

Am wondering why they had to get the feedback removed by CS and that it didn't just go automatically once OP gave her "bad buyer" a strike.

CouponWoman

Crowqueen wrote: »

Am wondering why they had to get the feedback removed by CS and that it didn't just go automatically once OP gave her "bad buyer" a strike.

I actually thought it would go automatically but it didn't, so maybe its yet another ebay glitch.

I have another buyer, bought a item 11 days ago. After 5 days I sent a reminder (I always send an invoice at end of auction), and after 2 days he replied saying he has a cold and will pay when he can.

Still no payment made.

If I send a mutual cancellation he will reject it as he said he wants it, exactly how long am I supposed to wait. Ebay have stated I have to send a mutual which he obviously won't accept, so I lose the fees, don't get paid, and he can leave bad feedback. :eek::eek::eek::eek::eek:

So I have sent another polite message today, no answer as yet though. If he doesn't pay what do I do to ensure I get my fees back and he cannot leave feedback.

hermum

I always find that having a cold stops me paying for my ebay purchases.
My NPB's open automatically on day 4 & people are then stopped immediately from leaving FB unless of course they pay.

CouponWoman

hermum wrote: »

I always find that having a cold stops me paying for my ebay purchases.
My NPB's open automatically on day 4 & people are then stopped immediately from leaving FB unless of course they pay.

I think your way is right, but if you read my first post re the change of mind non payer you will see that ebay said today, that if the buyer has made any contact you cannot do an UID. They said the UID is for buyers who make no contact at all.

So, I want to open an UID for the non payer, but ebay have told me I mustn't as he has made contact but not paid.

Its really stupid, when is a non payer a non payer.

xx

hermum

What a load of rubbish, if that's correct. As someone else said it sounds like a rep who doesn't know what they're talking about.
My cases would still open whether or not they've been in contact with me.

CouponWoman

hermum wrote: »

What a load of rubbish, if that's correct. As someone else said it sounds like a rep who doesn't know what they're talking about.
My cases would still open whether or not they've been in contact with me.

Thats what I think too.

I only know I was shocked at what ebay said.

I thought feedback was removed automatically if you closed an UID, but it appears not.

Will give it another day and see if he pays but I am not prepared to send a mutual cancellation to him as I know he won't agree to it.



thanks
CWxx