Is SELLER POSITVE FEEDBACK relevant when buyers abuse the system and Ebay appears to enable this??

[relativeitems]

I'm always working to provide my customers with a positive buying experience and always overcome any issues when they arrive. Questions are answered immediately, refunds processed without question and attempts are made to keep the customers happy!

Yet, in the space of 1 hour yesterday, my 100% positive feedback rating was decimated by two customers with negative reviews!

The first had a pair of item for 5 weeks, claimed that were damaged and without requesting a return, confirmed that they wanted a £60 contribution for a repair! Discussion with Ebay concierge confirmed that I did not have to take any further action, no refund was required and the customer then left negative feedback stating publicly "I'd suggest avoiding this seller".

The second claimed that a pair of trousers (sizes verified with manufacturer website and labelling) were incorrectly advertised, requested a return, had not sent the return and then proceeded to demand a refund to amend their negative feedback!

Discussion with Ebay concierge highlighted that I could either wait for the item to be retuned, or follow the customers request for a full refund without receiving the item.

On both accounts, feedback revision requests were declined and overall, appears that the seller negative feedback system is being adopted to wrongly damage reputations and influence unjustified customer refunds!

Which poses the questions, is the feedback system relevant and how do we manage this growing problem?

[padanpcparts · Accepted solution]

So...it happens. Not the best answer, but don't let it get to you. Up to a certain point it will make absolutely no difference and it's almost a relief to get the first one out of the way. You can be more honest without fear in future when responding to customers.

That being said it is never nice. The first of those feedbacks, I just wouldn't worry about.

The second one however - 'proceeded to demand a refund to amend their negative feedback!' This is a breach of E-bays policy on feedback and should be removable by Customer Services. If it's a huge bother to you, wait until the case has run its course then get concierge to remove it for you. 

The feedback system has it's uses I guess, on a positive note E-bay did make a recent change to feedback which gives seller automatic positive if after 30 days there has been no response from the buyer. A really positive change. 

[relativeitems]

Thanks and appreciate the feedback!

Unfortunately despite efforts, these cases appear to be a " no win seller situation" but  I'll get back in touch with Ebay to try and get these amended.

Hopefully Ebay will begin to become more pro-active in protecting it's sellers from this activity and understand the efforts that we're continually investing to meet a growing level of buyer expectation.

Thanks again!

Martin

[ojewellery]

Negatives hurt, especially when you've tried your best, jumped through every hoop.  I got one recently I felt was very unjust - just a single word rubbish.  It was for a new 9ct gold amethyst pendant sold at barely above scrap cost.  No emails, no use of my 60 day quibble free return just a negative.  Some people are just negative.

Your feedback wouldn't put me off buying off you.  There's almost a better trust element in being fractionally under 100%, shows you haven't got a magic wand to have all your negatives removed. 

I looked at your two feedbacks.   For the size one and things you've said I'd try eBay again.  The effective blackmail to remove negative feedback is a clear breach of policy - I hope you've used the report buyer function.  If you get no where it'd be worth doing a follow up feedback with a jolly always here to help,  with clothing sizing can vary brand to brand so we offer 30 day no quibble returns should an item just not fit in the way you'd like it to. We refund in full open return in same condition sent.

For the sole falling off feedback - I think the advice you've received may be in regards to eBay policy rather than obligations under distance selling regulations. 

If you stand back and think about how you'd feel if you purchased a not inexpensive pair of boots and very soon after purchase they couldn't be used.  Maybe boots is too close to the case in hand.  What if you bought a nice office fan and it stopped functioning just outside the change of mind return window - in the first spell of hot weather to really test its function, you found it was a faulty cable and could get it replaced and fixed, contacted the seller and they didn't offer any solutions? 

Do you have a warranty policy whether written down or in your head?  Occasionally we're all going to get stuck with stock that turns out to be less than perfect and need to have a plan how we meet our obligations in selling goods fit for purpose.  We can have different rules for new, vs defect, vs second hand but each need to get our heads around what we deem reasonable expectations of use.

Its done now but on reflection could you handle it a different way if a similar situation arose.  I'm trying to think what I'd have done.  I don't think I'd have met the buyers demand to pay £60 but I might have offered them a partial refund as contribution towards the repair, asked them to return to get the repair done at my expense, checked out what the brands repair policy is - some would do the repair for free regardless of where purchased.  Tried to find something to meet them part way.  Not that you can please all the people all the time - some will always just leave negatives, some are masters of a hard luck story after free goods.

You can still follow up on the feedback to show future buyers you're online x days a week, offer returns and available to communicate, resolve issues on contact.

[relativeitems]

Thank you and appreciate your comments!

My only concern regarding this was that the buyer didn't even mention/request a return.

The discussion immediately was directed towards a £60 contribution (to effectively replace soles on both boots) and when politely declined, a comment was highlighted by the individual that would "start retaliation now". 

Thereafter the negative feedback was received.

In terms of warranty, all of my items (like yours) are subject to the Ebay buyer protection terms.

My thoughts are that for a used item of clothing, 30 days should be sufficient to identify any issues and resolve. In this situation the customer had the item in excess of 30 days and during this time, I did not have any control over how the item has been used or treated. I also always adhere to the Ebay return/refund terms and in this situation sought advice from concierge. My thoughts were that given the circumstances, their direction would have been beneficial, however this unfortunately contributed negatively towards the situation.

The customer had also initially requested that the item be discounted and this was agreed. With the selling amount being broadly identical to the "repair  cost" of £60, can I ask if you would you have accepted this concession (to provide a customer who has had a used clothing item in their possession over 30 days with a positive outcome and preserve positive feedback)?

Please be assured that I am not being obtuse posing this question, but keen to determine what lengths sellers will go to to preserve their reputation on the platform.

Thanks again and have a good day!

Martin

[vintagechinashop]

Negatives hurt but even the best sellers get them. I used to get so demoralised by negatives especially the ones where the buyers make no contact before leaving them. I have always thought that the buyer should be make contact before they are allowed to leave negative or neutral feedback after all eBay could look back when you appeal a negative and if they see no message then this should be a reason to remove the feedback 

it seems to me eBay care little about the effect a negative review has basically it NOP 

please try not to let it get to you though. Block and move on I don’t think it has much effect on a buyers choice to buy unless your feedback is littered with negatives

my only one at the moment is from a buyer who thought a ramekin was a large dish. EBay said it’s the buyers opinion so they wouldn’t remove it. Begs the question if a buyer brought a matchbox car and then complained that they thought it was a real car would eBay do anything about that. I actually doubt they would 

[ojewellery]

 I don't take your comments as at all obtuse - its good to mull these things over, reflect and think about my own terms from time to time.

For a used item my warranty would be 30 days.  I'd expect the buyer to thoroughly inspect the item on receipt and report any issues within those 30 days.  That being said if it was 31, 32 or 40, I'd still get into a dialogue with them.  We all have a sense about buyers that we take from their conduct but we also need to have our own comfortable boundaries on what our policies are.  There easier to set when we're not in the middle of a negotiation with a buyer.  In your circumstances, I'd missed the fact the boots were sold as used. 

For sold NEW items, after 30 days I'd repair not auto replace.  I'd expect images if the buyer wanted to get a repair done locally and for me to contribute.  Buyer pays return postage to me for repair I pay the postage back to them.  If buyers are rude I find I stick far closer to the letter of my policies.

[relativeitems]

Totally agree!

My other concern relates to the language that sellers are allowed to detail within their feedback.

Effectively in this situation, I have a buyer highlighting that I should be avoided to other potential buyers. Being a public platform, it would be beneficial if EBAY recognised that this language is defamatory and targeted at lowering a seller reputation. 

I have no objection to allowing factual feedback (good, neutral or bad), however these types of comments are unnecessary and enabling them unfortunately contributes towards a growing problem.

Thanks

Martin

[relativeitems]

Thanks and appreciate the confirmation.

I'm aware that every situation is different, but again, could I ask if you would contribute £60 (effectively the selling cost of the item) to someone who had had (and probably worn) a used pair of boots after 30 days?

My perspective was that I did not have any control over their use, or care and being out with Ebay buyer protection term, this was not required.

Whilst I value my positive feedback status, it appears that the process is open to misuse, can be utilised to influence sellers and it would be beneficial if certain aspects of this could be reviewed by Ebay.

Thanks again and have a good evening!

Martin

[ojewellery]

For a used item my warranty is 30 days - I don't list many used items. 

If a buyer was reasonable and sent photos of the item and the general condition looked as sent then there story would be plausible.  I might offer a percentage of repair cost (even after 30 days) - one boot damaged and share the responsibility so £30/ boot and shared that would be £15 - as a good will gesture.  I wouldn't offer £60 but also the closeness to original cost of item I don't think is legally relevant if the true cost of repair is close to it.  

Had it been 29 days would you have received the boots back, paid the return cost and refunded in full?

The eBay buyer protection term is an ebay offering to give customers confidence buying off the platform and to offer some protection to sellers.  There are all sorts of other legal obligations sellers have to meet like a buyers right to something being fit for purpose - slightly less arduous/ different with second hand if clearly sold as that.  

I don't pay to maintain feedback - some people are just negative.  I do work hard to meet my own standards and expectations of service.   I also value my time and for general activities class it as £20/hour.  It doesn't take that much back and forth for it to be cheaper and have less business impact to meet in the middle and move on.

Fortunately these circumstances are really rare - maybe 0.1%  so I do have a small amount built into my numbers of comfort money for the as yet unknown, difficult transactions.

eBay are always reviewing their policies - a very interesting read is the UK's Digital Markets, Competition and Consumers Act (DMCCA).  It has introduced significant changes to digital advertising practices, particularly concerning consumer reviews and endorsements. Businesses are now required to take proactive steps to verify and prevent fake or misleading reviews, and they must clearly disclose when content is incentivized.   (ai summary cut and pasted)

I wonder what fake and misleading could also be interpreted as and whether platforms providing feedback opportunities have equal obligation to business and buyer over the fairness of feedback left.

[relativeitems]

Thanks and yes, I would have accepted and refunded the customer at 29 days purely on the basis of full compliance with Ebay's selling and customer protection policies.

I would have had serious concerns regarding the situation, however I am aware of my obligations and would always uphold any responsibilities.

As highlighted, these situations are rare but unfortunately  I've experienced two in close succession. Possibly bad luck, but keen to prevent any further issues occurring and hope that throughout these difficult transactions, Ebay's full support is on hand to rectify any spurious activity.

Overall, I really appreciate your feedback, I'll also review the DMCCA and have a good evening!

Martin

[padanpcparts]

Very important. DO NOT RESPOND to negative feedback. Once you have it is unremovable by CS. Only do this a few months later when the dust has settled and it's staying. (if its staying)