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Sun Jan 26 2014 13:18:42

eBay Fails to Protect Sellers from Questionable Feedback

By: Reader

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Dear Ina,
I am writing to express my concern for the deficient eBay feedback system. I am a Silver Power Seller and eBay Trusted Seller. In 2013 I received only 2 negative feedbacks versus 600 positive. The problem is that both of those negatives were absolutely unreasonable. Why? Well, both of them had one thing in common. The buyer claimed the part did not fit the vehicle. One of them went further by adding "false advertising" to the fray.

These two irresponsible buyers were the reason I was stuck at 99.8 percent positive feedback instead of 100. Not a big concern but an unnecessary blemish nevertheless.

I contacted both buyers via eBay's portal to ask them why they did not contact me regarding the part's fitment issue. None of them contacted me back nor did they ever file an Item Not as Described with eBay Buyer Protection Program to receive a refund!! In other words while these two buyers claimed they received the wrong part, at the same time they never did anything to either get a refund or receive the correct part. They simply walked away without doing anything about it. The problem does not end here.

We have an elaborate verification system for parts shipment whereby it is inspected by the part puller AND the shipping person. The chances of a wrong part being sent while obviously not impossible is extremely small.

Lastly, eBay's customer service was also contacted twice for each case, in an attempt to have these dubious negatives removed. I was disappointed by them as well because they promised to call the member and have the issue resolved but they never did.

The crux of the story is that eBay does nothing in obvious cases of feedback abuse to protect its top-tier sellers from such travesties. All high quality sellers are vulnerable to having their efforts at maintaining a stellar feedback record dented by buyers who seemingly leave negative feedbacks for fun.
Sincerely,
Vince




Comments (40) | Permalink

Readers Comments

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: Steevo This user has validated their user name.

Sun Jan 26 14:45:08 2014

The whole feedback and DSR system is pretty much unfair to all sellers.  I guess you know that now.

You can be dinged on your DSRs even if you did everything right. If it stopped there it would be tolerable, but based on those same completely subjective criteria ebay inc. will now charge you extra fees, bury you in search and there is nothing you can do about it.

You could sell $1000 value items for $10 with free shipping and ship the same day FedEx express for free and it wouldn't change a thing.

What a system they have made for us.  

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

This user has validated their user name. by: Philip Cohen
Web Site

Sun Jan 26 15:10:43 2014

Customer service requires expensive human resources; such expense is an anathema to both eBay and “PreyPal” as it eats into their profit margins; you’d better get used to it, or move on. Of course, if you are one on Johnny Ho’s preferred national brands et al, any such negative feedback, even masses thereof, has no bearing anyway …

Indeed, it is the lack of any effective customer support that will ultimately be the downfall of both these utterly unscrupulous commercial entities; you only have to follow the comments on the web, even on the financial web sites now, to know that both these stools are proceeding apace on their way to the sewage farm …

Regardless, a few negative feedbacks are the least of anyone’s problems on eBay these days …

The reality is that it is way past time for all Johnny Ho’s “non-preferred” sellers to be making post-eBay plans …

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: RCL This user has validated their user name.

Sun Jan 26 15:38:36 2014

It happens to everyone. I got my first negative of over 13,000 positive transactions. I am grateful there aren't more jackasses out there. What was I striving for anyway? eBay cares nothing about its sellers.

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: alfabarn This user has validated their user name.

Sun Jan 26 18:00:42 2014

As a former Ebay auto parts seller if your buyers are claiming the item did not fit then I have to ask. Did the Ebay interchange guide tell the buyer it would fit? I have found it to be irrelevant what application the seller includes or even if the seller enters the interchange information. If the buyer types his information into Ebay'' perfect system'' they can be directed to parts that do not fit. Ebay has informed buyers my products fit when in fact they did not. And my DSR's and feedback where affected. At the end I was including a disclaimer to inform buyers that the Ebay application guide was nothing more than a guide and should not be relied on. It really did not make a difference.  

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

This user has validated their user name. by: Puck

Sun Jan 26 22:24:38 2014

@Steeve:
"What a system they have made for us."

"What hath God wrought?" - Samuel Morse

"What hath eBay wrought" - Steevo

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: Steevo This user has validated their user name.

Sun Jan 26 23:03:38 2014

Philip, I talked to ebay top rated seller customer service today.  

The guy said "you have reached a very specialized department".  Apparently our account is somehow in an important category at ebay.  

The guy said to me at the end of the call

"I am going to say something to you that I am specifically told not to say.  'Give us a call anytime you need help.'"

Heh.  I guess you are right, they are actively trying to avoid customer service costs.  But the guy could tell we are legit.    

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: Kathi This user has validated their user name.

Mon Jan 27 00:41:37 2014

I too have received my 1st negative feedback.  The buyer said that he was upset that the necklace he purchased from me was not Bakelite.  Well, no where in my listing or description did I claim it was Bakelite....I said Lucite!!  I have contacted ebay twice now with no response!  This buyer also never contacted me in any way to express his unhappiness nor to request a refund.....just the negative feedback!!   Very unfair!!

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: KathleenJohnson This user has validated their user name.
Web Site

Mon Jan 27 01:58:56 2014

eBay failing to return calls as promised is par for the course and "their" way of doing business. eBays wears on you until you just go away in disgust and absolute frustration.

Again, why do people do business with eBay at all? At some point you have to be held accountable yourself if your still on-board and not diversifying  

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: comet This user has validated their user name.

Mon Jan 27 02:02:08 2014

I received a NEUT FB this week on a jacket I sold and the buyer TRASHED my DSR's--the buyer claimed it "Fit more like a Womens Medium not a Mens".  I had used the word MEDIUM in the TITLE;  ITEM SPECIFICS and in the body of the listing and this item was not MADE for women.  In fact because it was kind of a rare item I had taken it to the maker (I live nearby)  and had them verify the specs BEFORE I listed it--which I also mentioned.

Buyer NEVER asked a single question.  I also had measurements in the listing.  

So I CALLED ebay during "American Business Hours" and got a CSR who agreed that I had indeed done the right things to get the point across as to what SIZE this was and passed me along to "Trust and Safety"  who agreed to REMOVE the Neut FB AND the DSR's.  

I did find a few things a bit odd tho--the CSR asked me HOW I knew that this guy had trashed my DSR's--well gee when they went from something like 4.9 to 4.0 in an HOUR--I might just notice!  So the T&S person asked--Do you CHECK your Dashboard after EVERY sale?  

Well duh I do when I get a great big smack up along side the head!!!!!!  

Doesn't EVERYBODY???

And I too sell a MOTORS part and get this same sort of thing ALL the time--they don't READ the parts description and then complain and then they--want to KEEP the item!  

Yeah I don't understand it EITHER.  

But--you have to CALL and keep calling until you get what you WANT--and point out to them that you did follow THEIR RULES on these listings (I presume you did anyways!!!)  

Oh and BTW--the comment about calling during "American Business Hours"---that came from a DTV rep trying to convince me to KEEP spending $100 a month on their crappy service!  

Hate their co but like the phrase sad as it might be.  

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: arrjay This user has validated their user name.

Mon Jan 27 03:37:50 2014

That was a dumb question from the CSR about how you could figure out the bad 'ding'. There's an easy system you can use every day (if you want) to find out exactly who gave you the low number.
Just Google it. You'll find the method.

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

This user has validated their user name. by: Philip Cohen
Web Site

Mon Jan 27 05:54:25 2014

@Steevo, you actually found some one that cares, amazing ...

@Kathleen, you can always complain to eBay about the poor service ...

@arrjay, shhhhhhhh, that's supposed to be secret; nobody is supposed to be able to ID anybody, so eBay says ...

eBay / PayPal / Donahoe: Dead Men Walking ... http://bit.ly/11F2eas

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: cosqueen This user has validated their user name.

Mon Jan 27 07:23:28 2014

Has anyone ever had a neutral or neagtive removed by Ebay? I have since given up trying as it is a waste of time. Buyers do not read he description and then it is the seller's fault each time.  If the color doesn't look right on the buyer it is ''not as described.'' If it doesn't fit them, it is 'not as described.'' Buyers feel they are entitled to a refund for any reason they think.  Yes, what have we done????? Get your money back and shipping and keep the product too.  

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: cmabresch This user has validated their user name.
Web Site

Mon Jan 27 07:57:44 2014

I am having the exact same problem right now Top Rated Plus Seller Power Seller 100% positive feedback for three years. I shipped a package to guy with three parts in the box, I sell and ship very expensive not replaceable items so I photo graph the contents in the box for insurance reasons. I get a negative feedback claiming I had not sent three parts, one is missing. Never called, never sent a message nothing and ebay says'' feedback is just an ''opinion''.  Is there some place a person can go to stop this unfair system?

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: FREDDY This user has validated their user name.

Mon Jan 27 10:19:40 2014

This is ebay... What do you expect??????????????

The Chinese and box boys get feedback changed all the time.

Trying to figure out why JD said he doesn't want a flea market site but then courts all the Chinese and the junk they peddle at flea markets.???

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: wheredidebaygo This user has validated their user name.

Mon Jan 27 10:50:20 2014

I sell a mix of BINs and auctions. For the first time in over 16 years of selling I now check the feedback left by every auction bidder. After years of nothing but positive FB I received a neutral because the items (with very clear photos) were deemed ''not as elegant as they appear.'' The buyer just happens to sell many of the same type of items I do. Out of his last 25 feedbacks left for sellers 8 have been complaints within a positive. Well, with the exception of a neutral that said the item was ''perfect.'' One way to eliminate the competition, I guess. Judy

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: pace306 This user has validated their user name.

Mon Jan 27 13:04:16 2014

@ Kathleen "Again, why do people do business with eBay at all?"

Ummmm because you cant have all you eggs in the Amazon basket - as in most cases they arent any better then eBay when it comes to 3P seller treatment.

Both Amazon and eBay have a simple philosophy - they are doing YOU a favor by letting you sell on their site(s). Its been expressed that way to me MANY MANY times.

That's why small sellers who have good records get booted - to eliminate anything or anyone they believe is a hassle OR is no longer bringing them the money they believe your account should (each account has an expectation of revenue attached. You can be the worlds biggest pirate, have the worst CS record, have the most VERO issues - as long as your number meets or exceeds the revenue THEY believe you are worth - you are OK). Accounts that "cause trouble & arent meeting those numbers go to Guardrail".

Protecting YOUR reputation isnt high on JDs list of issues - bringng in buyers and %100 guaranteeing them their money back IS. Living in the Caymans, buying Mrs JD diamonds, visits to the WH - THOSE are priorities - you and I ... not so much.

eBay reps have told me outright "we expect you to get a few negatives a yr. Dont worry about it as long as you are doing the volume. We know there are cranks in the world - just do what you do and we wont kick you off. We also expect you to understand that CS and keeping customers happy is most important - and you must understand that you WILL loose some cases/money from time to time".

%10000000 BS, I know - but at least they were honest about it.

I told them - ok YOU loose some money - forgive my eBay bill! They got quiet REAL quick and then said - "its not the same thing".

Amazon can be as bad or worse. A buyers word weighs more then yours does - even when you do it right.

Amazon has more then enough sellers in most categories - they dont "need you (or me for sure)."

The main and most important thing is use them to get customers for yourself. Once you've made a sale - YOU have the customer - what you do with them is the key. "Customer aquisition" costs more then anything in ecommerce!

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

This user has validated their user name. by: Philip Cohen
Web Site

Mon Jan 27 14:09:37 2014

"It's easier to keep an existing customer than get a new one" - Anon ...
[A concept yet to be grasped by eBay's Johnny Ho ... http://bit.ly/YvxFEg]

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: vendorren This user has validated their user name.

Mon Jan 27 14:16:03 2014

eBay does not give a darn about sellers. We have known that for years and yet we go back and back after we said we would not. eBay is not driven by sellers, they are driven by buyers. That is who they care about, essentially when a seller can be replaced by anyone needing to make a few extra $$$$. Unless you have an exclusive item, you have many competitors selling the same item. Peruse listings and you will see that.

The suggestion that eBay will ultimately fail, is difficult to accept. Many smart companies have tried and failed. It will happen only when the new Market Place offers buyers and sellers a unique and superior option. Until then, we are facing a company, eBay, who do not give a darn for us.  

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

by: Mr. Me This user has validated their user name.

Mon Jan 27 15:39:06 2014

Feedback and DSR's consist of biased opinions, to be taken with a grain of salt. unfortunately eBay substitutes a grain of salt with a gram of cyanide.

eBay Fails to Protect Sellers from Questionable Fe   eBay Fails to Protect Sellers from Questionable Fe

This user has validated their user name. by: Puck

Mon Jan 27 16:35:39 2014

"I was disappointed by them as well because they promised to call the member and have the issue resolved but they never did."

That lie's popularity is bucking "The check is in the mail" for the number two slot in the three biggest lies contest.

Think about selling to folks in Argentina. eBay promises sellers relief from unfair INA feedback.

You still lose your money and merchandise but eBay will quash any hint scandal to your reputation.

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