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Sat Nov 3 2018 12:58:36

eBay Refuses to Fix Mistaken Negative Feedback

By: Reader

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Dear Ina,
Customer bought a brand new wii game stated "very nice" in the feedback but stated this as negative. I consulted what went wrong why was this negative but no answer yet.

Learned that eBay last month no longer takes comments off and now I have this interfering with my reputation for 12 months. 

This is despicable. I sent item as soon as it was paid. The item was brand new and customer stated very nice. I wish the customer had not done this. 
W.



Comments (27) | Permalink

Readers Comments

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

This user has validated their user name. by: CanBrit

Sat Nov 3 13:09:24 2018

Dear W.
I don't know if it will allow you but there is a feedback revision request that can be sent. as long as it's not too long ago, you might be able to get the buyer to change the feedback?

Just a though.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

This user has validated their user name. by: Marie

Sat Nov 3 13:27:20 2018

CanBrit is right.  The use of the FB revision form may be of some help here, but do NOT send it without FIRST communicating with your customer.

Your first step should be to reach out to your customer.  Be extremely polite and professional.  Do not be emotional, snappy or anything but super nice and concerned.  Let them know you noticed they had a positive comment but it was a negative FB which hurts your account.  Ask them if there is anything you can help them with.  Don't ask in your first email with them if they will change the FB.  Be concerned with finding out why they felt they needed to neg you.

That type of email is more likely to get them to respond.  NEVER point any fingers at them.  If you insult them or appear rude, it will only validate to them that they did the right thing in the negative FB.

Once they respond they may likely tell you, sorry it was a mistake.  Respond to them and say you completely understand, accidents happen.  And it is at this time you ask them if they were willing to change the FB as it does hurt your account in its current form.  

If they respond yes, then send the form.  If you need any help locating it, just ask.  Also tell them they will receive an email from Ebay that will give them a link to very easily update the FB they left for you.

Always remember that sellers only get a certain number of FB revision requests per year, which is driven by how many transactions you have.  So they are in very limited quantity, which is why you should NEVER send one blindly.  Alway have open communication with your buyer and they should know it is coming.

Otherwise it could be a big waste.  Not only are they in limited quantity, but they have a short self life and once you send one on this transaction, even if it times out, you can never send another one.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

by: sasikat9 This user has validated their user name.

Sat Nov 3 15:55:07 2018

Ebay no longer changes feedback for any reason according to the CS we talked with. Why should they as sellers are the slime of the earth and don't deserve anything but to be stepped on like the useless bugs we are according to Fleabag. Fleabag could care less if we sell on their platform and show their disgust daily.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

by: maxmad This user has validated their user name.

Sat Nov 3 17:26:42 2018

negative feedback , red donuts, equals penalty fees, and that's more money for ebay, they love it,

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

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

Sat Nov 3 18:07:07 2018

OP said, "Learned that eBay last month no longer takes comments off and now I have this interfering with my reputation for 12 months."

Sasikat said, "Ebay no longer changes feedback for any reason according to the CS we talked with."
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
So your buyer's feedback was just "very nice" but as a neg?

What I believed has happened the past few months is eBay's has overall made it more difficult to get neutral or negative feedback removed.

Because why?

Because "free returns" of course. Free returns is pretty much the carrot incentive dangled in front of sellers for negative feedback removal (as announced in the Summer seller update).

If this order happened to offer free returns, one option for you would be to simply message the seller that you're sorry they're not happy with the item and let them know you offer free returns and ask them to initiate the return. After you do that contact eBay and they'll remove the negative (some reps are apparently still not aware of this change).

If you didn't offer free returns on that order, I'd follow the process Marie outlined, but while that was in-process I'd also contact eBay again. Clearly if they wrote "very nice" the buyer simply clicked the wrong button.

In addition to any other contact channels, I recommend pinging eBay on Twitter at @AskeBay in order to ensure:

1) A record exists on a mainstream social media platform that eBay cannot sanitize (like the community forums and FB pages) AND,

2) The issue can be further socialized publicly with media, analysts, and others without eBay's interference



Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

This user has validated their user name. by: iBuyers

Sat Nov 3 20:49:58 2018

FB is almost irrelevant today. Most here will disagree, but it is. Don't worry about it as long as the account is healthy.  

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

by: Snapped This user has validated their user name.

Sat Nov 3 21:43:57 2018

It doesn't matter what 'matters' regarding feedback counts, percentages, even 'impacts'.  eBay doesn't need any of it to apply sanction or 'penalty'.  

Those are all made moot in the face of the fact eBay knows it (all false or mistaked FB) to be a lie, the evidence proves it to be a lie, and even the occasionally lucid eBay representative - think about that - they speak FOR eBay - will agree it is a lie.  And eBay won't fix it.  

It seems eBay prefers to be known by lies.  Feedback is only the face of it.  

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

This user has validated their user name. by: Marie

Sun Nov 4 01:20:59 2018

@maxmad

Negative FB has NOTHING to do with the Service Metrics or the Penalty FVFs.

@FidoMaster

The only time Ebay protects sellers that have Free Returns when they may get a negative FB is ONLY when the seller does a partial refund within the perimeters that Ebay has set forth and the buyer takes exception to that.

There is no protection with Free Returns for ANY other type of FB for any other reason.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

This user has validated their user name. by: RKTOYS

Sun Nov 4 04:10:16 2018

This is insane.  There was a time when you could call and they would fix what was clearly a mistake.  How broken is Dummy's brain these days?

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

This user has validated their user name. by: The End

Sun Nov 4 06:14:38 2018

Etsy's the same way.
It's a business killer.
The buyer does it on purpose.
5 star feedback, one star text.
It's a sick game they play.
Brooklyn is ground zero.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

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

Sun Nov 4 09:03:06 2018

Marie said:
>The only time Ebay protects sellers that have
>Free Returns when they may get a negative FB is
>ONLY when the seller does a partial refund within
>the perimeters that Ebay has set forth and the
>buyer takes exception to that.
>
>There is no protection with Free Returns for ANY
>other type of FB for any other reason.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

In June, Bob Kupbens held a video presentation and announced, “We’ll remove any negative or neutral feedback if you offer 30-day free returns associated with those transactions.”

Full stop.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

This user has validated their user name. by: Marie

Sun Nov 4 12:02:51 2018

@FidoMaster

I think you just misunderstood.  That protection was specific to partial refunds.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

by: mjr55 This user has validated their user name.

Sun Nov 4 17:32:53 2018

Christ people....stop taking it as gospel from one customer service rep who gave the OP bad info. Call back and get another CS rep on the line. They absolutely have not stopped removing feedbacks. They put a ton of new reps on the floor in August....thus there are a few more morons who don’t know the rules, yet.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

This user has validated their user name. by: Lightning

Mon Nov 5 00:42:08 2018

Yes, they are still removing Negative Feedback if left inadvertently.  I had a buyer leave me a neg meant for a different seller, and he contacted me right away about the mistake, very embarrassed.  

I sent him the FB revision link.  He couldn't get it to work, and he tried everything, just dysfunctional.  I added a response comment on my FB, below his negative, that said ''Buyer left Negative Feedback in error, eBay unable to fix it.'' (or something to that effect).  That sufficed for the moment.  The next day I contacted ebay support and it was removed in 5 minutes, along with another one that was a mistake similar to the OP situation, 9 months old.  I didn't even ask for that, it was just gone when I checked that the recent error was removed.

It is true, a lot depends on the CS you get.  Probably NOT a big conspiracy, as many will assume.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

by: Whatever This user has validated their user name.

Mon Nov 5 00:50:14 2018

No it can be removed - did the buyer call ebay and request they remove it?

all this about nothing - ebay - get rid of feedback - your killing your sellers while you focus on the money grab - come on now

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

by: oldcoins This user has validated their user name.

Mon Nov 5 00:51:21 2018

Good advice from some others, follow it and ask for feedback revision from the buyer.

eBay DOES sometimes remove feedback, they did it for me just a couple of weeks back.

Slime bag buyer bought something, said it never arrived, asked for refund.
I gave refund them the piece of work informed me the item had actually arrived, but he had no intention of paying me, then left a negative feedback.

On my request, eBay removed it. So it sometimes DOES happen.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

by: BargainzBabylon This user has validated their user name.

Mon Nov 5 01:43:52 2018

mjr55 is correct - the OP got bad info - call back and keep calling back. It was obviously just a typo on the buyer's part.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

by: Tiffee Jasso This user has validated their user name.

Mon Nov 5 04:31:04 2018

Ebay does remove Negative feedback sometimes. I had a buyer state I ripped him off with shipping when I paid $5.00 more than he was charged. The package was larger than 12 inches and a metal toy. Buyer stated in an email to me that I should have stated the package to be a smaller size as the Post Office does not check package sizes and I was stupid. Ebay Rep looked at feedback, the size of the toy, and the buyer's message complaining about postage costs, and removed the feedback. I have to say It made me a happy camper when Ebay stood behind me. Needless to say, I blocked that Buyer.  

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

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

Mon Nov 5 06:45:41 2018

Marie said, ''I think you just misunderstood.  That protection was specific to partial refunds.''
~~~~~~~~~~~~~
Actually no.

Kupbens mentioned the old restocking fees, then made the point about partial refunds, then his next point was the quote above about removing any negative feedback associated with those transactions (his words, not mine).

Watch the video from ~23:00-25:00 if you didn't catch it when it aired, his sound bite I'm referring to is ~24:35

Also, the option I suggested to OP was to simply offer a *full* refund (which naturally is a preferable option to the consumer/buyer than the *partial* refund).

Thus, if a *partial* refund (restocking fee replacement) is covered by seller protection, a *full* refund certainly is.

E.g. if the game cost $40 and OP issued a partial refund of $20 (up to 50% allowed). he would be covered by feedback protection.

Thus, if the game cost $40 and OP issued a refund from $20-$40 (full refund) he would also be covered.

Links at ''Web Site'' by my avatar.

Perminate Link for eBay Refuses to Fix Mistaken Negative Feedback   eBay Refuses to Fix Mistaken Negative Feedback

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

Mon Nov 5 08:58:26 2018

Selling on eBay is a painful process; no sales are final, no feedback is honest; no rights of appeal are allowed! Sounds all terrible, sometimes I ask God to help eBay realize how bad buyers,  have gotten? I try to write perfect descriptions, its my only defense. Often I place secret marks inside items encase of switchers.which is very common among crafty Buyers on ebay.  

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