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Wed Dec 3 2014 07:17:32

eBay iPhone Glitch Harms Seller's Feedback

By: Reader

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Dear Ina,
eBay at its worst: I sold an item, buyer left glowing feedback: "I would highly recommend. Item matched description. Packaged well for shipping." But I noticed that my perfect 5 stars in all categories were not so perfect any more, only 4.7 in the Item as described.

Sure enough, a few days later I am looking at a defect in my item not described, the first one I have ever had. So I call eBay. Talk to a very nice lady, who tells me yes, she sees that I received low stars and a very good Feedback, something is not right, please try to work it out with your buyer.

I tell the rep that to my understanding it's against eBay policy to contact buyer about the star rating. She says oh no, go ahead, if the buyer does not agree to a revision, we will take care of it in 10 days.

Not quite trusting what I hear, I ask her to please give me that in writing, since I have no idea how to go about a revision. She sends me eBay message, tells me to get in touch with the buyer.

I send buyer an email, telling her about my conversation with eBay, and also ask what was wrong with the item she bought, and why the discrepancy between her feedback and her stars.

This is her answer:

"There was absolutely nothing wrong with the bear or the transaction. I do not have a computer and tried to do feedback on my iphone, when I hit submit, I had all the stars filled in, but they disappeared when I hit send. I feel bad, but I do not know how to get it rectified and e-mailed an apology to the seller. If there is a way that I can retract or get it changed, please tell me. Regards."
 
So I call eBay, again. Guess what: "so sorry, we can't remove the stars, because that means we would have to remove the feedback, and since it's not a negative or neutral feedback, we can't remove that, either."
 
It's like talking to a bunch of Morons. Horrible!
Gabriele




Comments (8) | Permalink

Readers Comments

eBay iPhone Glitch Harms Seller's Feedback   eBay iPhone Glitch Harms Seller's Feedback

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

Wed Dec 3 08:52:21 2014

Only at eBay (and "PreyPal") ...

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid ... http://bit.ly/11F2eas

eBay iPhone Glitch Harms Seller's Feedback   eBay iPhone Glitch Harms Seller's Feedback

by: angryllama This user has validated their user name.

Wed Dec 3 09:15:42 2014

Every company needs policies, but NO company needs Inflexible Stupid policies. At the very Very least there should be latitude for SUPERVISORY level Customer Service to ACT to FIX blatantly wrong situations. After all eBay expects US to do so... and grin our way thru that Toasted Merde and Pickle on Pumpernickle sandwich to the very last bite.

eBay iPhone Glitch Harms Seller's Feedback   eBay iPhone Glitch Harms Seller's Feedback

This user has validated their user name. by: Marie

Wed Dec 3 11:19:57 2014

OP

Unless you have just very few FB, one low DSR is not going to drop you from a 5.0 to a 4.7.

As usual you got bad information from the CSR you spoke with.  FB that is positive can not be revised.  And it is NOT unusual for a buyer to leave glowing FB and then a low DSR or two.  Happens all the time.

Your buyer's response is interesting too.  If the DSRs disappeared when she sent the FB, then there really should not be any problem.  Buyers do not have to leave DSRs when leaving FB and it does no harm to your DSRs either.  So if they disappeared when she tried to send them, you may be concerned with the wrong buyer.

Did you run the report to see which transactions are involved or did you assume it was this particular buyer?

eBay iPhone Glitch Harms Seller's Feedback   eBay iPhone Glitch Harms Seller's Feedback

by: fashionista This user has validated their user name.

Wed Dec 3 12:35:41 2014

I'm not sure this is a "glitch" buyers often leave glowing fb and low dsr's, specially fellow sellers unfortunately. It is not against ebay policy.  I don't think it's a glitch.

eBay iPhone Glitch Harms Seller's Feedback   eBay iPhone Glitch Harms Seller's Feedback

by: LinneyPinney This user has validated their user name.

Thu Dec 4 00:28:53 2014

I am so glad that I moved my inventory elsewhere. My stress level is so much lower.  No more ebay BS and moronic policies. Now I can stay focused on finding great products, getting to know my customers, building relationships with respect that goes both ways and running my business with out interference from educated ebay dumb asses that have no business experience or common sense.  

eBay iPhone Glitch Harms Seller's Feedback   eBay iPhone Glitch Harms Seller's Feedback

by: comet This user has validated their user name.

Thu Dec 4 17:41:36 2014

It's not a "glitch"--

It's a FEATURE!!!


(Just not for sellers)  

eBay iPhone Glitch Harms Seller's Feedback   eBay iPhone Glitch Harms Seller's Feedback

by: RCL This user has validated their user name.

Fri Dec 5 11:05:35 2014

Try Etsy--I am doing better there than at eBay AND I have been selling non-stop at eBay since 1996. I no longer have ANY control over my customers' expectations at eBay--nor over the rating of my performance AS a seller. It has hurt my business and morale, but I am wending my way out of there.

eBay iPhone Glitch Harms Seller's Feedback   eBay iPhone Glitch Harms Seller's Feedback

by: P.Dorf This user has validated their user name.

Sat Dec 6 06:08:53 2014

@ comet

it's known as a BLEG

'Bottom Line Enhancing Glitch'

IMHO, all of them programmed fraud



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