Feedback Removal Request - Help Required Re: Tech Issue - Unable To Submit Due To Online Form Error

[whitemotive]

Dear Community Team,

We would like to kindly ask for your assistance for the submission of our Feedback Removal Request.

We attach a screenshot of the error. We hope this can also help other members experiencing similar issues.

After following the official procedure and numerous attempts to submit our request, it will not let the submission go through but prompt the following error instead, 'We ran into a problem. Please try again later.'

We also tried to contact eBay though the automated chat form; however, it would only have capacity to respond with generic links and information, also available in the help articles.

As we researched through the Community forums, we could come accross other sellers' encountering similar issues, some quite recent, which would be kindly handled by Community team members.

Therefore, as it is our only available option we are aware of at present, we would like to please ask to be assisted with the submission of our removal request and presentation of the grounds for a review.

Please allow us to tag herein Community team members we have come accross in the posts,

For the attention of community-team@ebay marco@ebay anita@ebay katie@ebay kyle@ebay

Thank you very much!

[tressygirl]

Is this a request to remove the neutral you received?

The buyer is saying they have not received their item,  do you have tracking now to show delivery?

If so,  just add a polite follow up something like.... Matter resolved item now received in Poland.

A neutral doesn't affect your seller performance or % ratings, anyone looking at your feedback can see you have received good feedback for your other sold items,  and will understand an international posting to an Eastern Europe can be held up in customs,  leading to a later delivery, not the seller's fault.

I wouldn't worry too much about this neutral feedback being removed.

[cobwebcottage]

I'm also a member of the neutral feedback club (if there is one) through no fault of my own. I did ask the buyer to consider a revision but they did not reply and have left 2 similar for other recent buyers.

It doesn't affect your score so I wouldn't worry about it. It's a part of online selling and dealing with all aspects of people who use it.

[tressygirl]

Love the ' neutral Feedback club'  quote!

What a feedback to receive, surely anyone can understand that a seller is in now way responsible  or can affect where a courier / Royal Mail leaves an item.

[whitemotive]

Thank you very much for your responses All,

We appreciate you stepping in and trying to help with your best recommendations and experience.

In our case, we are not at fault and believe it to be unfair. We wish to do what is right for us in the established way.

We are entitled to the right to request a feedback removal of what we believe is not fair, and we would like to be able to execute our right as we find it important for our business. Likewise, we appreciate and go extra miles for our customers. We would like to be able to present for eBay's review our grounds and evidence and we are to respect their decision. However, an unknown error prevents us from submitting our request, and we are asking for assistance with resolving the technical issue.

Could anyone help, it would be much appreciated, thank you again!

[dave@ebay]

Hi @whitemotive 

I can send this to be reviewed by Customer Support. Just to confirm, has the buyer requested a revision and you're seeing the error when you try to send it?

Thanks,

Dave

[whitemotive]

Thank you very much dave@ebay,

Your assistance in passing this through to Customer Support is much appreciated.

We experience the technical issue when we try to submit our Feedback Removal Request through eBay's online tool/form here, https://www.ebay.co.uk/sellerhelp/feedback . It prompts the mentioned error, but no further information is provided explaining the error and/or recommending an alternative approach.

We do not have a response by our Customer to our Feedback Revision Request, and follow-up. From our research, we are advised that we have limited allowance of such annually and should use these wisely. We understand that in such cases of lack of indication, it is preferable to direct our request to eBay instead.

[whitemotive]

This is just to update if you have managed to pass our request on to the Customer Support  dave@ebay ?

We hope you have successfully received our previous reply, and once again we much appreciate your help!

Kind Regards,

White Motive

[oceanartsnorthdevon]

I have had this before and ended up getting it resolved through chatting to someone at live chat, you have to be persistant and not accept their response of "they cannot do anything" be firm and request that you would like to be transferred to someone who can look at it for you, its hard work but I got there in the end.

[whitemotive]

Thank you very much oceanartsnorthdevon ,

For stepping in and sharing your experience and way of resolving the issue in your case.

This does help us, and hopefully will others too.

How did you manage to surpass the AI bit so to get in touch with the Customer Support team?

We tried to use the provided contact us chat tool, linked below the help articles as a means of communication.

However, we were only responded by automated assistance generating generic content links.

Apparently, the required at this stage instead is technical assistance by Customer Support team.

We await dave@ebay , or anyone from community-team@ebay to  please assist us as mentioned.

[oceanartsnorthdevon]

If you click on help & contact at top of page, type in search bar "contact customer service", when you get to this page scroll to very bottom of page and click on the button "contact us" you have to click "chat with automated assistant" click on this, it will ask you what you are contacting them about usually I type in "contact agent" or just put something in for reason, sometimes you go round in loops for a bit, just answer their basic question what it is regarding then keep adding "contact agent" it will then let you click to live chat to an agent, I have just tried it now and  got that far so still working.

[oceanartsnorthdevon]

Be persistant if you have a valid case for feedback removal as they will probably just say "they cannot remove", asked to be transferred to a "supervisor/tech dept/correct department" and don't exit chat until you are passed around to someone that is willing to help and listen it can take a while and you may have to repeat yourself each time while being passed about but I have managed in the past to find someone willing to listen. Good luck!

[whitemotive · Accepted solution]

Thank you all the same oceanartsnorthdevon ,

We are grateful for your helpful responses and good wishes!

The world is indeed a better place when people are supportive.

We managed to work out and resolve the technical issue we experienced on our own.

This is now to be of help to others who might be or end up being in a similar situation.

As we tested it was not a browser or device issue, we figured out it could be html.

Eventually, we succeeded in passing our request through the form by skipping any usage of punctuation.

Additionally, we provided our presentation of facts linked as a separate pdf doc.

We are unsure if our request was reviewed by humans or algorithms, and in this detail.

We know however that our request is valid and fair as we dispatched our order on time.

Furthermore, we went the extra mile and put in the best effort to help ensure a positive result for our customer.

We wished our customer contacted us at any point prior to submitting their feedback.

Regardless of the outcome, we are content and proud as we know we genuinely care, and it is what truly matters.

[janetgee2007]

Can I leave NEGATIVE feedback for an Item not received, but for which a refund has been made??