Rang Ebay today.....

TAG

Now, I know what you all mean about ebay customer support.
Never had the pleasure of ringing them until today.....and OMG what a nightmare!

Live chat useless. Told me to contact all my buyers to find out who had left the positive feedback with 2 low stars. Apparently it's not against ebay policy to do that *sigh*

So, then I rang and got Dublin :j....... until I twigged it was Manila. After going round in circles I managed to get them to confirm that it was the NPB that had left me low stars.

But I 'don't need too worry about them as my account is still above standard'! Ummm OK, so what if I get a run of malicious low stars from NPB's then?

Anyway, the long and the short of it is that my request has been escalated. Whatever that means.....though I have a feeling it is either not good or nothing will be done. Ebay CS is pants. My phone bill is bigger. I daren't antagonise another NPB for a while. I still have 'The Flight of the Bumble Bee' ringing in my head (that was the worst part) and I still have 2 low stars! Yay! Go me!:o

theonlywayisup

TAG wrote: »

Now, I know what you all mean about ebay customer support.
Never had the pleasure of ringing them until today.....and OMG what a nightmare!

Live chat useless. Told me to contact all my buyers to find out who had left the positive feedback with 2 low stars. Apparently it's not against ebay policy to do that *sigh*

So, then I rang and got Dublin :j....... until I twigged it was Manila. After going round in circles I managed to get them to confirm that it was the NPB that had left me low stars.

But I 'don't need too worry about them as my account is still above standard'! Ummm OK, so what if I get a run of malicious low stars from NPB's then?

Anyway, the long and the short of it is that my request has been escalated. Whatever that means.....though I have a feeling it is either not good or nothing will be done. Ebay CS is pants. My phone bill is bigger. I daren't antagonise another NPB for a while. I still have 'The Flight of the Bumble Bee' ringing in my head (that was the worst part) and I still have 2 low stars! Yay! Go me!:o

Did you file a NPB or mutual. Did they pay or not in the end. Why don't you run reports and find out exactly who left the lows?

Why is your phone bill bigger? Did you use a mobile?

TAG

theonlywayisup wrote: »

Did you file a NPB or mutual. Did they pay or not in the end. Why don't you run reports and find out exactly who left the lows?

Why is your phone bill bigger? Did you use a mobile?

I filed a NPB case. They won the item on 4th March, I filed a case on the 8th March, buyer paid 10th March (buyer had been leaving feedback for others between those dates BTW) I posted on the 11th, +feedback and stars left on the 13th March.

Ran reports and it's definitely that buyer. Left me 3* each for as described and dispatch and 1* each for comms and P&P.

They knew exactly what they were doing stars wise. Just enough to hit me but not so bad to get them all removed?

Just annoyed as they are malicious stars.

The item truly was as described and in excellent condition.

Dispatch was well within my 2 days. I state 2 days, but always post same day or next day at the latest.

Comms, they were treated no differently from any other buyer. Two invoices, plus the ones Paypal send. NPB case opened on day 4 or 5.

P&P - £1.50 (£1.10 cost and 40p packaging) same as always.

My overall stars are OK and the low ones have already recovered a bit. Even on low sales.

theonlywayisup

TAG wrote: »

I filed a NPB case. They won the item on 4th March, I filed a case on the 8th March, buyer paid 10th March (buyer had been leaving feedback for others between those dates BTW) I posted on the 11th, +feedback and stars left on the 13th March.

Ran reports and it's definitely that buyer. Left me 3* each for as described and dispatch and 1* each for comms and P&P.

They knew exactly what they were doing stars wise. Just enough to hit me but not so bad to get them all removed?

Just annoyed as they are malicious stars.

The item truly was as described and in excellent condition.

Dispatch was well within my 2 days. I state 2 days, but always post same day or next day at the latest.

Comms, they were treated no differently from any other buyer. Two invoices, plus the ones Paypal send. NPB case opened on day 4 or 5.

P&P - £1.50 (£1.10 cost and 40p packaging) same as always.

My overall stars are OK and the low ones have already recovered a bit. Even on low sales.

So aside of the date they left feedback, do you have any tracking. IME Dublin will remove stars if you can show the full tracking - ie proving the date you dispatched.

There is a fairly new policy regarding NPB and the ability of those buyers to leave feedback, but it is (as usual) ambiguous with wording. You may need to ring Dublin a few times (possibly about other matters) and when they ask 'is there anything else I can help with' explain you've had low stars and suspect it was following NPB.

Don't identify the buyer, but you need to identify the item...if that makes sense.

TAG

I have the POP.

The thing is I don't really need to ring ebay about anything else.

Is there a good time to ring when I would be more likely to get Dublin or is it pot luck?

Just rechecked and the P&P was £1.05 (69p cost & 36p packging) not £1.50. And, they paid at 11.00pm at night, so the earliest I could post was the following day anyway.

Mind you there is a little bit of karma. The buyer got a neg a week or so after trashing my stars. Which did amuse me just a little bit.

I would have preferred a neg to trashed stars.

theonlywayisup

The Pop won't help with defending stars, but you could try.

Dublin in evasive for some impossible for others. Try during the weekend in daytime.

Persevere, it won't be easy but should be worth the effort.

TAG

theonlywayisup wrote: »

The Pop won't help with defending stars, but you could try.

Dublin in evasive for some impossible for others. Try during the weekend in daytime.

Persevere, it won't be easy but should be worth the effort.

Thank you for your help.

I'll persevere for a bit! Fingers crossed eh!

virgil_tracy

TAG wrote: »

Now, I know what you all mean about ebay customer support.
Never had the pleasure of ringing them until today.....and OMG what a nightmare!

Live chat useless. Told me to contact all my buyers to find out who had left the positive feedback with 2 low stars. Apparently it's not against ebay policy to do that *sigh*

So, then I rang and got Dublin :j....... until I twigged it was Manila. After going round in circles I managed to get them to confirm that it was the NPB that had left me low stars.

But I 'don't need too worry about them as my account is still above standard'! Ummm OK, so what if I get a run of malicious low stars from NPB's then?

Anyway, the long and the short of it is that my request has been escalated. Whatever that means.....though I have a feeling it is either not good or nothing will be done. Ebay CS is pants. My phone bill is bigger. I daren't antagonise another NPB for a while. I still have 'The Flight of the Bumble Bee' ringing in my head (that was the worst part) and I still have 2 low stars! Yay! Go me!:o

I've been selling on ebay for about 3 years , in the first couple of years I never had one non-payer , then in this last year they've begun and increased as time goes on .

As a seller it's really tricky , if we raise a NPB they can trash our stars . My guess is sellers are getting burned like this and from then on don't risk raising a NPB and the problem gets worse 'cos ebay won't help .

Was the system always like this ? Didn't we use to have the option to give a buyer negative feedback ?

alx2013

I phoned Ebay last year about a buyer who left 1* across the board along with glowing feedback.
My case was passed on to 'trust and safety' and several weeks later the feedback disappeared along with the low stars so you may be lucky...

Ebay CS have been pretty good with me, as long as I speak to Dublin.
Just today I phoned them today about a very irate buyer who thought that he had cancelled his purchase within 20 minutes of paying. I sent the item out as I never received any message from him.
In fact neither I nor CS had any record of his cancellation request.
So I have been given a credit to cover postage both ways.

This_Year

virgil_tracy wrote: »

I've been selling on ebay for about 3 years , in the first couple of years I never had one non-payer , then in this last year they've begun and increased as time goes on .

As a seller it's really tricky , if we raise a NPB they can trash our stars . My guess is sellers are getting burned like this and from then on don't risk raising a NPB and the problem gets worse 'cos ebay won't help .

"they" can trash our stars anyway. I've had stars of 1* across the board accompanied by a glowing comment recommending me as a seller. Which ebay have declined to do anything about as it's the buyers opinion. Obviously a positive comment goes hand in hand wwith low stars :lipsrseal

virgil_tracy wrote: »

Was the system always like this ? Didn't we use to have the option to give a buyer negative feedback ?

Sellers haven't been able to leave negative feedback for years. It didn't achieve anything anyway other than tit-for-tat negatives.

This_Year

alx2013 wrote: »

I phoned Ebay last year about a buyer who left 1* across the board along with glowing feedback.
My case was passed on to 'trust and safety' and several weeks later the feedback disappeared along with the low stars so you may be lucky...

Maybe I should phone them again!