New forms for feedback removal

soolin

I'll wait and see what happens- but dare I hope that ebay have started to be reasonable in their approach to seller concerns?

Long story cut short- I sold 2 items to a buyer , I had lots of photos and lots of description, Buyer had them for around 2 weeks then left me neutral feedback on both suggesting they were mis described. It was a minor issue and difficult to give an indication without being specific and say what I was selling, but buyer feedback states these aren't X but are just Y.

X is what they look like but my dates and my description clearly showed that these were later, they are not copies, not fakes just younger than they appear, I am selling off lots of old things from my late father so vintage items from last century  but designed to look older but I stated a rough date, lets say 1970s and buyer obviously thought they were much older. 

Buyer has made no attempt to open any sort of case. I used the request feedback removal via help and contact us, stated that they are as described and buyer has misread description- and also that buyer has made no attempt to open any sort of case- and I got an immediate response to say feedback will be removed. I used to have to fight to get feedback removed but this was within a few minutes.

EDIT - both lots of feedback have been removed in their entirety - thank you ebay. 
I read the removal form very carefully and echoed back some of the terms on that form, don't know if that helped. I stated that buyer had made a mistake, and also that no attempt has been made to contact me or open any sort of case to resolve this. 

zackary71

Glad you got the Feedback removed. Your experience differs from mine. I got my first Neg recently. The issue was caused by eBay in my view, as a 7 day listing ended up being a 6 day 23 hours listing with the clocks going back. I then followed eBay advice on 2 separate calls re next steps. Buyer didn't open a case and subsequently left Negative feedback, with a "persistently lied" comment. I requested Feedback removal, as I had followed eBay's advice twice. eBay refused. I appealed and they refused again stating the comment was buyer experience and not defamatory. I then used the Feedback reply to put my side into the public domain. I finally resolved the issue by contacting the buyer and giving them something price-wise that cost me over £100 in lost profit. In return, they removed the Feedback, and turned it to a +ve. Long-term, I made the right decision.

GadgetGuru

zackary71 said:

Glad you got the Feedback removed. Your experience differs from mine. I got my first Neg recently. The issue was caused by eBay in my view, as a 7 day listing ended up being a 6 day 23 hours listing with the clocks going back. I then followed eBay advice on 2 separate calls re next steps. Buyer didn't open a case and subsequently left Negative feedback, with a "persistently lied" comment. I requested Feedback removal, as I had followed eBay's advice twice. eBay refused. I appealed and they refused again stating the comment was buyer experience and not defamatory. I then used the Feedback reply to put my side into the public domain. I finally resolved the issue by contacting the buyer and giving them something price-wise that cost me over £100 in lost profit. In return, they removed the Feedback, and turned it to a +ve. Long-term, I made the right decision.

So you paid you buyer to remove the feedback and change it to positive??

zackary71

No, I ended up selling the item for far less than it was actually worth as a resolution to the issue. I missed out on potential last minute bids, and the only solution I could see was to take the hit my end. I wasn't expecting a Positive Feedback as just asked for Negative to be removed.

vacheron

I haven't had as much luck with their system. 

last week I recieved my first negative feedback in 22 years. The buyer was a newly registered user with zero feedback. 

The first I knew of a problem was when negative feedback appeared almost the day it was delivered. I have pasted it exactly below. 

On 29 October I purchased a Message Gun from E-bay website. This was being sold as a new item on the web site and I paid £79.29, the full price as much as Amazon Website. When the item arrived on 3/11/23 i noted that this was a used item and charger was missing. I cant see any where on website where i can address this problem and get missing charger.

Now the above reads clearly that this buyer is new to ebay and clueless as to how it works.

His arguments are:

1. The item was sold as new. - It wasn't, it was listed as "Open - Never Used" and the fact that it had been opened for testing was clealy stated in the auction listing.
2. He paid the same price as on Amazon - Completley Irrelevant.
3. That the charger was missing - This item is not sold with a charger, just a USB C charging cable!
4. That they can't work out how to address the problem - The information is everywhere.

So I sent this via the feedback removal system using the option "buyer error" only for eBay to respond that they cannot remove the feedback as it hasn't violated any of their policies.

I guess the buyer lying about the auction description, failing to understand what the item is supplied with from the manufacturer, and being clueless about how to return the item or how to contact the seller is clearly my fault for which I should be penalised! 

Thanks eBay.

MR1988

I had recently a negative left as well but it was for a GSP sale and eBay removed feedback in couple of hours after I appealed.

zackary71

vacheron said:

I haven't had as much luck with their system. 

last ,  recieved my first negative feedback in 22 years. The buyer was a newly registered user with zero feedback. 

The first I knew of a problem was when negative feedback appeared almost the day it was delivered. I have pasted it exactly below. 

On 29 October I purchased a Message Gun from E-bay website. This was being sold as a new item on the web site and I paid £79.29, the full price as much as Amazon Website. When the item arrived on 3/11/23 i noted that this was a used item and charger was missing. I cant see any where on website where i can address this problem and get missing charger.

Now the above reads clearly that this buyer is new to ebay and clueless as to how it works.

His arguments are:

1. The item was sold as new. - It wasn't, it was listed as "Open - Never Used" and the fact that it had been opened for testing was clealy stated in the auction listing.
2. He paid the same price as on Amazon - Completley Irrelevant.
3. That the charger was missing - This item is not sold with a charger, just a USB C charging cable!
4. That they can't work out how to address the problem - The information is everywhere.

So I sent this via the feedback removal system using the option "buyer error" only for eBay to respond that they cannot remove the feedback as it hasn't violated any of their policies.

I guess the buyer lying about the auction description, failing to understand what the item is supplied with from the manufacturer, and being clueless about how to return the item or how to contact the seller is clearly my fault for which I should be penalised! 

Thanks eBay.

I feel your pain vacheron - and even appealing again to eBay I doubt will change the outcome, as they stick rigidly to the 'buyer opinion/experience' response. 
Your best way forward in my view is to message the buyer with a softly softly approach. Really sorry to hear you're disappointed, want to resolve this if I can, want a happy customer etc etc. Then gently apologise (eventhough you've got nothing to apologise for) that maybe the description could be clearer going forward re what's included. 
Then the pitch...how can we resolve this so we're both happy. Happy to offer a full refund, but can you please remove the negative feedback,  as it massively impacts my customer service rating on eBay...and customer service means everything to me. 
I wouldn't send the Feedback Revision to the Buyer (on right column of Feedback page) until you've had a response and there's an indication at the other end they'll remove the Neg. Hopefully you'll get this sorted. (I deal with complaints for a living...so plenty of experience turning round a bad outcome into a positive one)

vacheron

zackary71 said:

vacheron said:

I haven't had as much luck with their system. 

last ,  recieved my first negative feedback in 22 years. The buyer was a newly registered user with zero feedback. 

The first I knew of a problem was when negative feedback appeared almost the day it was delivered. I have pasted it exactly below. 

On 29 October I purchased a Message Gun from E-bay website. This was being sold as a new item on the web site and I paid £79.29, the full price as much as Amazon Website. When the item arrived on 3/11/23 i noted that this was a used item and charger was missing. I cant see any where on website where i can address this problem and get missing charger.

Now the above reads clearly that this buyer is new to ebay and clueless as to how it works.

His arguments are:

1. The item was sold as new. - It wasn't, it was listed as "Open - Never Used" and the fact that it had been opened for testing was clealy stated in the auction listing.
2. He paid the same price as on Amazon - Completley Irrelevant.
3. That the charger was missing - This item is not sold with a charger, just a USB C charging cable!
4. That they can't work out how to address the problem - The information is everywhere.

So I sent this via the feedback removal system using the option "buyer error" only for eBay to respond that they cannot remove the feedback as it hasn't violated any of their policies.

I guess the buyer lying about the auction description, failing to understand what the item is supplied with from the manufacturer, and being clueless about how to return the item or how to contact the seller is clearly my fault for which I should be penalised! 

Thanks eBay.

I feel your pain vacheron - and even appealing again to eBay I doubt will change the outcome, as they stick rigidly to the 'buyer opinion/experience' response. 
Your best way forward in my view is to message the buyer with a softly softly approach. Really sorry to hear you're disappointed, want to resolve this if I can, want a happy customer etc etc. Then gently apologise (eventhough you've got nothing to apologise for) that maybe the description could be clearer going forward re what's included. 
Then the pitch...how can we resolve this so we're both happy. Happy to offer a full refund, but can you please remove the negative feedback,  as it massively impacts my customer service rating on eBay...and customer service means everything to me. 
I wouldn't send the Feedback Revision to the Buyer (on right column of Feedback page) until you've had a response and there's an indication at the other end they'll remove the Neg. Hopefully you'll get this sorted. (I deal with complaints for a living...so plenty of experience turning round a bad outcome into a positive one)

Excellent advice. And indeed, within 5 minutes of noticing the feedback (on the day the item was delivered) I send an the buyer advice with the option to return. Even though I had done nothing wrong, the buyer was unhappy, and that is what is important to me. 

New message to: xxxxx (0)Hi xxxxx.

I have just become aware of your issues with your Renpho Massage Gun via the negative feedback you recently left me on eBay.
If you had any issue with the item all you had to do was send me a message and I would have ensured that it was resolved to your full satisfaction.
I appreciate that you are new to ebay, but you should always give a seller the opportunity to make things right before posting negative feedback.
I have sold over 2000 items on eBay since 2001 with a 100% positive feedback record of which I was very proud. Receiving my only ever negative feedback in 22 years is an upsetting event for me, but lets move forward and resolve the problem.
The auction stated that the item condition was "Opened - Never Used" and had been tested for about 1 minute, so it is understandable that the item would indicate it had been opened. There is also no charger supplied by the manufacturer for this item (As the description on the Amazon item you were also looking at also explains).
eBay has effective processes to easily arrange to return items for a full refund if you are not 100% satisfied. I am happy to guide you through this process, and I will cover the cost of return shipping. Just let me know how you would like to proceed.
Thanks, and apologies for the inconvenience.(Vacheron)

But I have recieved no response at all from the buyer.  

olgadapolga

I woke up to a negative feedback this morning from a NI buyer. I don't ship to NI and the item was "collection only" anyway. Somehow the buyer purchased it, then said she'd made a mistake so the purchase was cancelled. And forgotten about because it didn't really matter.

This morning, almost three months later, negative feedback stating, "I didn't buy this item". 

I used the feedback removal form and it was gone within an hour. I have to say it - well done eBay!