Poor eBay response regarding negative feedback

[pavlovsdogz]

Hi.
I received negative feedback which is inaccurate.
I sold a click which was clearly lasted with an accurate description and several photographs.
The buyer chose not to contact me or ask for a return. The buyer left negative feedback about the not receiving a "Lock & key" with their clock. A lock & key were never listed in this lot and all efforts to get the buyer to amend this feedback have been in vain.
I spoke with the eBay team members to assist in removing this unusual and inaccurate feedback but they inform me that "are not allowed".
Does this now mean buyers can leave negative feedback about items they expect to receive rather than what they purchase? If this is so the 'feedback' on eBay becomes irrelevant as they refuse to remove irrelevant negative feedback. If this becomes common knowledge unscrupulous buyers will have the power to destroy a good sellers reputation by complaining about irrelevant issues which are fully currently supported by eBay staff.
This could be the start of the end for this platform. Sellers are the ones that bring in the money, if they don't feel supported they will leave

[pavlovsdogz]

How do I escalate this?
Can eBay review this as it makes selling in this platform much less appealing.

[pavlovsdogz]

Thank you.
This item has a hand crank to wind it rather than a key. The 'lock & key' was apparently attached to it to secure it to the train (i found one on the internet and ot is almost larher than the clock).

[arkwebus · Accepted solution]

You may have acheived your object!

Although I may be doing something wrong I cannot see any negatives on your feedback listings

@pavlovsdogz 

[tressygirl]

You say further down in this thread that a key is not necessary for this clock.  Have you explained this to the buyer?  They may not know this.

What other parts are they claiming are missing?

All you can do is to win this buyer round with reasoning that the key and other parts are not missing,  and then to send them a feedback revision to complete.

If they  do not accept it,  you have tried all avenues,  and the feedback will stay for 12 months.

You can add a follow up feedback to say  ' Unfair Feedback,   no key is necessary,  it is a hand crank item.'

Scroll to bottom of the feedback page click on the link there....   Follow up Feedback.

@pavlovsdogz 

[pixiesen2012]

you listed it as

Full Working Order

if it need a lock and key to work, it wasn't as described

ebay won't remove the feedback as it doesn't break any rules

[pavlovsdogz]

It has a hand crank and does not need a key

[1956glyn]

Hi

if you speak to an Ebay Customer Services rep on the phone or live chat.......apparently they no longer have the power to change negative feedback.

Go to the help and contact tab at the top of the page and search SELLER HELP

This should take you to a page where you can appeal the negative feedback.    

You have 2000 characters to state why you think it should be removed etc.    I would make sure that you add in your statement that the buyer left feedback complaining that certain items were missing but these were never shown as being included in the listing. They were therefore expecting something not offered in the listing and on this basis alone it should be removed. 

With hindsight if a clock requires a key and one is not included in your listing then you should mention this in the listing for the sake of accuracy. 

Saying that it was a clock that you described as in good working order and to be honest maybe the buyer was right in expecting a key to "make it work in good order" .  The feedback says other parts were missing too. 

Ebay may or may not decide to remove the feedback and i think your chances are prob 50 50. 

By the way buyers are not obliged to contact you to try and resolve an issue.   Ebay would like them too but it is not compulsory and they can jump straight away to negative feedback if they feel that way inclined. 

[1956glyn]

Ebay may well just advise you to contact the buyer to try and resolve their issue and then ask them to agree to you sending them a Feedback revision request to upgrade the feedback. Saying that you are not allowed to offer a refund upon return conditional on them changing the feedback. to a positive one. I also forgot to say....buyers are not obliged to even open a case......again they can jump straight to negative feedback if they wish 😞 In any event i would be adding that buyer to my blocked bidder list so they cannot come back.

[pavlovsdogz]

Thank you for your response.
I have tried to liaise with the buyer and sent a request form to amend feedback.
This is a real shame that eBay do not step up and help sellers! After all it is the sellers who keep them in business. I have had negative feedback removed last year when their complaint appeared unjust and irrelevant. To the sale. One of the 'support team' today said there is nothing inplace to prevent negative feedback being left or removed whether it it true or false. How can this be helpful to anyone? I agree, negative feedback can be useful but if inacurate or irrelevant feed back is allowed to be left and review of the same is declined it makes a farce of the whole point feedback.
EBay have said today if you purchase a mobile phone from eBay you are more within your rights to complain that you did not receive a gold plated Ferrari with your order. They feel this complaint is a relevant and will be useful to potential buyers. I was advised by our friends in Bangalore that I really should list what is 'not included' in my items???????

[papso22]

Ebay CS just get worse and worse.

[1956glyn]

pavlovsdogz if you have not done so still try and get it removed through SELLER HELP. In addition to my previous advice also add that it is hand crank and does not need or have a key. Just speaking to Ebay CS is useless as they do not have the power anymore to remove the negative feedback.

[pavlovsdogz]

Thank you.I messaged seller help last night so fingers crossed they can help remove it. The customer support team shared with me that the buyer had left five feedback comments to sellers recently, three of which were negative. They did not think this was unusual. Sent from my Samsung Galaxy smartphone.

[1956glyn]

From memory i think seller help get back to you with their decision within 24 hours. Unfortunately if they refuse to remove the feedback you cannot appeal 😞

[1956glyn]

I went through the seller help system recently and this is how i know what i do