Removing feedback

[blackcatbooksuk]

Hi all

Has anyone been successful and getting a customer feedback removed. I received a neutral feedback yesterday but the actual feedback isn't about the service I provided but is a comment about the contents of the book (Product review). I appealed the feedback but Ebay have rejected it which I feel is wrong. Is it worth fighting it? 

[cobwebcottage]

You can try although it's much harder now to get feedback removed. I really wouldn't worry about it. You still have 100% feedback and buyers won't take any notice of the comment.

You could reply to it in a friendly manner.

[blackcatbooksuk]

I have just had a circular conversion with an Ebay rep (I am sure they are AI and not an actual person) and they won't remove it.

Just seems wrong you can get a neutral feedback for what is in effect, a product review. That is completely out of my hands how a book is written. They didn't even want to send it back. Just mentioned it was a bit different from another one in the series.

I don't want to bother the customer with it so will just have to suck it up.

[cobwebcottage]

Then don't lose any sleep over it as it's not your fault.

[blackcatbooksuk]

Yeah I know. Just frustrates me when it is pretty obvious the fault doesn't lay with me but Ebay refuses to remove it. 

Thank you for the reply. Much appreciated.

[the_book_seekers]

Personally I would attempt contact with the buyer and politely point out that feedback is for my performance, not for any review of the book's content and ask them to consider revising their feedback.

[hudsonsclothes]

I raised an unfair negative feedback with eBay via the live chat, and eventually it was rejected, as is often the case, however, for some reason, it was still removed anyway.

[kidmore_kats]

I may be totally wrong (wouldn't be the first time and won't be the last), but I don't think that neutral feedback can be changed.

[the_book_seekers]

In the past I've managed to get 2 neutrals revised to positive, but it wouldn't surprise me if ebay has changed this.

[sml192]

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@kidmore_kats wrote:

I may be totally wrong (wouldn't be the first time and won't be the last), but I don't think that neutral feedback can be changed.

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According to eBay's Feedback Policy neutral feedback can still be removed. 

[sml192]

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@blackcatbooksuk wrote:

Yeah I know. Just frustrates me when it is pretty obvious the fault doesn't lay with me but Ebay refuses to remove it. 

Thank you for the reply. Much appreciated.

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Yes, it is pretty obvious that the problem doesn't lie with you.  Unfortunately though this kind of issue isn't specifically covered in eBay's Feedback Policy which is probably why they won't remove it.  The closest would be this:

• Meaningless content or images that aren’t of the item purchased

https://www.ebay.co.uk/help/policies/feedback-policies/feedback-policy?id=4208&st=3&pos=1&query=Feed...

[dch2112011]

I really think you are worrying over nothing - the customer wrote an opinion about the book -  your opinion may be different but I doubt that you would want someone to erase your opinion.

You have sold it and don't seem to have multiple copies for sale and if you had - a neutral feedback will get buried whereas a review sticks forever.

A neutral has no detrimental affect on you as a seller  and aspects of the buyer experiance have  been marked by the buyer and form part of your metrics  - the comment is  quite harmless .

If you really want to respond which I personally wouldn't -  keep it positive with something like

Thank you for your order, we are pleased that you are happy with the service that you received and look forward to you visiting our bookshop again where we have many more popular titles for you to choose from,  purchase and review.

or 

Thank you for your feedback  - we are glad that you found some of the 50 plus recipes fun to cook, it is understandable that not all of the recipes are to everyones liking, but that's half the fun finding the ones that you like.

[the_bald_orc]

People can be a bit silly, can't they? Worse one I've seen (luckily not mine), someone was left a negative feedback with "The postman was very rude!"

[toolboss15]

Yes  have noticed some feed back is removed on higher turnover sellers, even when fakes are sold the negative feedback is removed. eBay protection plan for dodgy sellers. 

[lucy_farmer]

'eBay protection plan for dodgy sellers. '

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Ah yes... the 'blind eye' to high profit making sellers.

🙈

Hand in hand with the 'misrepresentation' of the seller's location.

[dch2112011]

No truer words spoken, but whenever approached about the subject ebay stick to denial - the worst kept secret ebay believe no one knows about !

It is wholly wrong on every level 

[the-nutwood-collection]

As @cobwebcottage says, don't lose any sleep over it.  It's infuriating, but that's just what eBay is - infuriating.

When I check feedback, I click on the negs and the neutrals.  Mostly, they're totally irrelevant whinges about things out of the seller's control, so I just ignore them.  

It may even do you a favour.  If an ardent follower of the author sees that the book is different to the rest of the series, they may not buy it - that'll save you getting another neutral or, even worse, a SNAD.

[magpiesloveshinies]

Did you try reaching out to their twitter team or using the feedback removal tool 

[the_book_seekers]

We're going to have to contend with automatic positive feedback soon according to the April Update. If an item arrives on time, the buyer hasn't made a complaint and hasn't left feedback, ebay will automatically give a positive feedback. If a buyer then decides to start a case or wants to leave neutral/negative feedback this will replace the automatic positive. I wonder how buyers will react to this. So many don't leave feedback these days, but they might not like ebay taking over the function in this way.

[the-nutwood-collection]

I think the majority of buyers will either be unaware of the auto feedback or completely indifferent to it.  Those buyers that habitually leave negs will just override the auto feedback.

It's only auto for tracked items that arrive on time.  Therefore, sellers whose items are usually tracked because of the value, an OBA or C&P will see a boost to their feedback numbers and a dilution of the neg percentage.  Those, like me, who generally send LL will not see any change.  Not very fair, is it?  Not that I care - my eBay sales and consequent feedback numbers are so low it'll make no difference at all.

IMO, another pointless change by eBay.