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Negative Feedback Removal Request Failed
I have sold over 200 units of a plug. A customer complained that the plug was loose, and I offered a full refund even if he return the product even in used condition. The customer responded rudely and stated they had thrown the item away, despite the product coming with a return policy.
I got a negative review and filed an appeal but it was rejected (Item not as described). I explained that it is impossible for the plug to be loose/defective if the socket is functioning properly (I've sold 200 pcs without any complaint). But customer service agent was non-technical, I requested escalation to a manager.
However, it seems the case was handled without proper review, as the leadership team sent the same response without asking any question as the previous agent because all the information was already provided.
My Questions:
- What steps can I take to have this feedback removed when the product is accurate?
- How can I prevent similar situations in the future?
- Why does eBay not provide stronger backing for sellers if the customer does not have any clear evidence?
jckl1957
·11 months agoThe feedback is an accurate reflection of the buyer's opinion and experience. It doesn't break any Ebay rules and there is no reason why Ebay would remove it.
Even if you have sold hundreds of the same item it is possible that this was a faulty one - that is what the buyer believed and you can't argue with them.
You can't prevent the odd negative feedback, it is impossible to do so. You can only offer a refund, as you did here, but some buyers will leave a negative whatever you do.
Customers don't need to provide any evidence when they leave a negative. In this case, the buyer could not have provided evidence unless somebody from Ebay was going to pop round theit house and check their claim. To be fair, why would the buyer lie?
soldout786
OP11 months agoI did not ask for customers to provide evidence for negative feedback. I asked customer service to support the seller when the buyer offers no clear evidence. I am not saying the buyer is lying. It is a car plug, The buyer may have chosen the wrong size. If the product is faulty, this is understandable. The size claim does not fit the situation because the size is clearly stated in the listing, which makes the comment about the item not matching the description inaccurate. Thanks!
“A man is usually more careful of his money than he is of his opinions.” Mark Twain, 1897
tressygirl
Mentor11 months agoThey selected ' item does not match description' because this guarantees a full refund from eBay, and seller pays for the return, if they want their item back
If they selected item does not fit, then they would be subject to paying for the return postage.
Now, whether this applies to the buyer, that is, they saw a way for a full refund and not to pay for return postage no one can be sure.
@soldout786
tressygirl
Mentor11 months agoNo point appealing, eBay cannot check that customer's ' socket' to see if it's faulty as you suggest, and although you have successfully sold over 200 of the same item all with no complaints, eBay cannot judge or decide definitely, that the last one sold was not faulty, and therefore, sides with the buyer, and to their findings and opinion.
The feedback doesn't break any feedback rules, it just describes the buyer's view of the transaction.
You left a good follow up for anyone wishing to read your feedback before buying.
It is frustrating there's no denying this, but once you have that final decision from eBay that the feedback stays, that's it.... it stays. 😐
@soldout786