EBAY Seller demanding removal of negative feedback!

Flyonthewall

OP what order did things happen?

Bad feedback was left. Did the seller refund and message you straight away for feedback retraction?

Or did they refund, your son said he'd got it then they asked for feedback retraction?

The first time it sounds like you had to open a case to get a refund, the seller didn't do so by choice. Second time no case was opened. Correct? So no reason to believe he'd refund a second time without a case being opened.

If the seller refunded and right away asked for a feedback retraction I'd say it's a bribe. He may just think now he's refunded your feedback is really unfair (even though it's not) so he wants it gone, but he's still refunded to try and force you to remove the negative.

If it's the second, it seems as though he only wants it removing now because he feels it's unfair you have the item and the money, although he could have sent a message asking if you had it before doing that so it's his own fault anyway. You could repay him, but there's nothing to force you to. You could also remove the negative, but you did have a negative experience. You could change it to neutral and keep stars low.

Another option, I think, would be to leave a follow up comment on the feedback stating it did eventually arrive. This seems the best option regardless of which happened as the first item never did arrive and the second took a long time.

Peter333

sportsarb wrote: »

Feedback is supposed to reflect the experience you have with the other party. This was a negative one that ended up with a little bonus at the end.

I'd rather get what I want, when I expect it, and have to pay for it than be messed around and given hush money not to say anything.

sportsarb wrote: »

OP's son paid twice already for the item only for it to be refunded. I was under the impression the refund was for the shoddy service given.

Well exactly, the bad feedback was deserved 100% because the whole experience, including the fact that this ebay seller seems to have people working for him who don't know what the other half of the staff are doing!

lush_walrus wrote: »

Surely feedback isn't the issue here, doesn't the fact you have the item and a refund concern you? Presumably you are now going to pay for the item you have?

As has been said by a couple of people on here. Yes, the item has arrived now, but at no point did my son ask for a refund. He lodged a complaint with ebay when the item had not come after three weeks, because he had already messaged the seller a couple of times and got no response. He said on his message to ebay (that the seller would have got,) that he wanted another one of these items sending, and NOT a refund. Yet the seller instantly refunded.

As I said, the people at this company don't seem to know what they are doing. Someone actually said when my son complained about the refund, saying 'I want the item - not a refund!' that they hadn't refunded his money, when they had! So he said 'you DID refund me,' and then paid again.

After this happened, someone messaged him and said 'OK thanks for letting us know, we will send your item soon. Give us your address please, because we cannot find your order!' So he sent his address.

As I said, they didn't seem to know what they were doing!

The first time they refunded, they didn't respond OR refund until ebay got involved. And then they refunded THIS time, after my son left the negative feedback. Again, my son never asked for a refund... And it's a bit funny that they refunded, and then demand a removal of the negative feedback. They didn't answer most of his messages, but were quick enough to jump when they saw a negative feedback given to them!

And as I said, we all find it most suspicious that a negative was put on over the weekend by another buyer, saying their item was in poorer condition than advertised, and it took 4 weeks to come. So we strongly believe that this buyer was bribed to take the negative feedback off too.

Despite the fact my son now has the item, I think the negative is deserved, and that he should not give the money back, because he never ASKED for it to be paid back.

The seller still doesn't know by the way, that my son has the item now. He is probably going to let them know later, but he says he doubts that he will retract the negative feedback, but he will add that the item came after 6 weeks. He said he will probably pay them too; although I wouldn't if it were me!

Why should he pay the money back when he never asked for it? It's more than he deserves for being messed about for 6 weeks. And they did only issue the refund (twice) when ebay got involved, and then when my son put a negative feedback!

Plus, the item was a gift for his girlfriend for Christmas. When it didn't come in time, he thought he would give it her for her birthday on 31st December (as the seller promised they would send it again,) but it never arrived in time for her birthday either... It was ordered in late November!

It's up to him what he does now. He says he feels bad keeping the item and not paying for it, so he will probably return the funds. (But I don't think he should pay for it!)

Peter333

Flyonthewall wrote: »

OP what order did things happen?

Bad feedback was left. Did the seller refund and message you straight away for feedback retraction?

Or did they refund, your son said he'd got it then they asked for feedback retraction?

The first time it sounds like you had to open a case to get a refund, the seller didn't do so by choice. Second time no case was opened. Correct? So no reason to believe he'd refund a second time without a case being opened.

If the seller refunded and right away asked for a feedback retraction I'd say it's a bribe. He may just think now he's refunded your feedback is really unfair (even though it's not) so he wants it gone, but he's still refunded to try and force you to remove the negative.

If it's the second, it seems as though he only wants it removing now because he feels it's unfair you have the item and the money, although he could have sent a message asking if you had it before doing that so it's his own fault anyway. You could repay him, but there's nothing to force you to. You could also remove the negative, but you did have a negative experience. You could change it to neutral and keep stars low.

Another option, I think, would be to leave a follow up comment on the feedback stating it did eventually arrive. This seems the best option regardless of which happened as the first item never did arrive and the second took a long time.

Hi

As I said above, the item didn't come first time, and my son messaged the seller a couple of times, and got no response. So, after 3 weeks, he lodged a complaint with ebay and said he wants the item and NOT a refund. The seller issued a refund! So my son said 'I want the item!' (He could see they had more for sale.) So he paid again. (3 weeks had passed since he first ordered the item by the way.)

Then 3 weeks later, and several messages to the seller later..... Nothing. So he left the bad feedback. (I think it was Friday night.)

Then yesterday (Monday,) he got a refund, and a message from the seller to retract the feedback, and a bit of a curt message saying 'it's not OUR fault the post failed!' Frankly we don't believe the first one was sent, as every other item we all sent for in late November, and December, got here before Christmas.

Like I said, I think he may do a follow up on the feedback, to say the item came, and then pay for the item, although as I said, I wouldn't pay it back, as he never - at any point - asked for a refund!

Funnily enough, when the item came yesterday, my son was all for removing the negative, and I even posted on here, asking how to do it; but as the seller messaged him demanding the negative is removed AND a negative from the day before, mysteriously disappeared, which appears to show that the seller bribed someone else too; he won't remove it now. Although, as I said, he will pay for the item and let the seller know he has it.

Thanks very much everyone for all your advice; it's been very helpful, and my son thanks you too.

Flyonthewall

Peter333 wrote: »

Hi

As I said above, the item didn't come first time, and my son messaged the seller a couple of times, and got no response. So, after 3 weeks, he lodged a complaint with ebay and said he wants the item and NOT a refund. The seller issued a refund! So my son said 'I want the item!' (He could see they had more for sale.) So he paid again. (3 weeks had passed since he first ordered the item by the way.)

Then 3 weeks later, and several messages to the seller later..... Nothing. So he left the bad feedback. (I think it was Friday night.)

Then yesterday (Monday,) he got a refund, and a message from the seller to retract the feedback, and a bit of a curt message saying 'it's not OUR fault the post failed!' Frankly we don't believe the first one was sent, as every other item we all sent for in late November, and December, got here before Christmas.

Like I said, I think he may do a follow up on the feedback, to say the item came, and then pay for the item, although as I said, I wouldn't pay it back, as he never - at any point - asked for a refund!

Funnily enough, when the item came yesterday, my son was all for removing the negative, and I even posted on here, asking how to do it; but as the seller messaged him demanding the negative is removed AND a negative from the day before, mysteriously disappeared, which appears to show that the seller bribed someone else too; he won't remove it now. Although, as I said, he will pay for the item and let the seller know he has it.

Thanks very much everyone for all your advice; it's been very helpful, and my son thanks you too.

Certainly sounds like they're bribing buyers. If it were just one item/purchase, negative left and a refund with request and none of the other stuff then it could just a seller upset over refunding and making the mistake of not double checking with the buyer.

With the rest though, they don't sound a good seller and I'd be leaving the negative and wouldn't repay them again (although after the first time I personally would have gone elsewhere).

Peter333

Flyonthewall wrote: »

Certainly sounds like they're bribing buyers. If it were just one item/purchase, negative left and a refund with request and none of the other stuff then it could just a seller upset over refunding and making the mistake of not double checking with the buyer.

With the rest though, they don't sound a good seller and I'd be leaving the negative and wouldn't repay them again (although after the first time I personally would have gone elsewhere).

Yeah it does doesn't it?

As I said, I wouldn't pay if it were me, but my son says he feels bad... so he probably will....

He is leaving the negative feedback though, but will follow up with saying he got the item.

Thanks again ... to everyone

thebestnameshavegone

Once a case for 'Item Not Received' has been opened with Ebay, a seller is given no choice but to issue a refund - there is no option for 'send a replacement'. The seller gets a message from the Ebay Resolution Centre telling them that a buyer has raised an 'INR' case/request/whatever they are calling it these days - and unless the seller can upload tracking information to prove otherwise, Ebay almost always sides with the buyer and issues a refund.

It's a bonkers system, as lots of times the buyers just want a replacement sending out - bizarrely they have to accept the refund and then buy another one! Even more bizarre is that buyers aren't always aware that their 'where is my item?' query has resulted in a case being opened.

This does not, of course, excuse the poor communication from your son's seller, but hopefully explains why he got a refund that he didn't know he'd asked for!

campdave

thebestnameshavegone wrote: »

Once a case for 'Item Not Received' has been opened with Ebay, a seller is given no choice but to issue a refund - there is no option for 'send a replacement'. The seller gets a message from the Ebay Resolution Centre telling them that a buyer has raised an 'INR' case/request/whatever they are calling it these days - and unless the seller can upload tracking information to prove otherwise, Ebay almost always sides with the buyer and issues a refund.

Not true - if a customer opens an INR, but asks for a replacement, then I do so.

It's through gritted teeth and with crossed fingers, but it's good customer service.

Besides, I always am more inclined to believe an INR if they are requesting a replacement rather than a refund.

sportsarb

I had an option to ask for a refund or replacement when I was raising a case. I went for refund, didn't get it, and got a mouth full of abuse from the seller who took two weeks to send with no communication.

I did get the item though, two weeks late.

thebestnameshavegone

campdave wrote: »

Not true - if a customer opens an INR, but asks for a replacement, then I do so.

It's through gritted teeth and with crossed fingers, but it's good customer service.

Besides, I always am more inclined to believe an INR if they are requesting a replacement rather than a refund.

Ah - apologies. That's really interesting.....how do you then deal with the case? Can the buyer close it without a refund, or can you let it time out without Ebay automatically refunding? I don't think I've ever got a message asking for a replacement within an INR case - it's usually been done using Ebay messages - so I'd be interested to see how it can be done.

soolin

thebestnameshavegone wrote: »

Ah - apologies. That's really interesting.....how do you then deal with the case? Can the buyer close it without a refund, or can you let it time out without Ebay automatically refunding? I don't think I've ever got a message asking for a replacement within an INR case - it's usually been done using Ebay messages - so I'd be interested to see how it can be done.

The problem is the case still ticks- so if buyer does not acknowledge the replacement within a certain time frame they get their money back anyway.

I always refund once a case is open as that puts a stop to any further issues.