Unjust feedback

[swordedge0]

My buyer paid for their item on 13th Dec (Sunday).  I dispatched it on Monday 14th Dec.  It was delivered Thursday 16th Dec.  

In the meantime Ebay had generated an estimated delivery of 23rd Dec (out of my control) - which buyer rsponded to and immediatly left me neutral feedback. which reads...

"It says 'courier service 3 days' but is due to arrive 10 days after payment. Why"

Despite a request to Ebay to remove the unjust feeback, two chat sessions and umpteen emails, Ebay still say they cannot remove this bad feedback and that 'the buyer was entitled to give their opinion of the handling of this transaction with me.'   My point is - the buyer's greivance is with EBay giving misleading information.  What can I do now please?

[1956glyn · Accepted solution]

To be honest i would be rather annoyed by that too.

It could have been worse......they could have left a negative unjustly of course.

If i were you i would message the buyer and politely explain to them that Ebay set the estimated delivery dates and not you.   These dates are just estimates and not set in stone. Ebay prob set a longer delivery date due to it being the Christmas period and often deliveries are delayed due to the sheer volume of items carriers have to deal with at this time.   Also mention that they obviously left that feedback  before they even received the item which was indeed way before the estimated delivery date.    In the circumstances it seems that the neutral feedback was maybe a little bit premature and in the circumstances would they agree to you sending them a Feedback Revision Request so they can change it to a positive feedback?

Unfortunately it looks like your buyer is new and does not have a clue how Ebay works so will need it explained to them step by step and in simple terms.   

[swordedge0 · Accepted solution]

Thank you Glynn for your support. I have already explained to the buyer (who is new to the platform) what the situation is, but to no avail. I don't think I have any other options now do I?

[1956glyn · Accepted solution]

Have you explained to them that they can change it and sent them a feedback revision request? I would be inclined to send them one anyhow.

I do know that nowadays if you speak to Ebay CS they will not help with removing negative feedback etc it has to be done through Seller help.    Go to the help and contact tab at the top of the page and search seller help and click on the blue box.

Did you request its removal through this?

[1956glyn · Accepted solution]

I would try appealing the neutral on the basis that the buyer is complaining about something which is totally beyond your control. The estimated delivery date which is indeed set by Ebay and NOT by you and this feedback was left before the buyer even received the item which was actually X amount of day before the estimated delivery date. Therefore it is unjust.

I would not stress too much about receiving the neutral as it will soon drop off the first page of your feedback. I would if Ebay still do not want to know leave a follow up comment

[swordedge0 · Accepted solution]

Thanks Glyn, I have spoken with Ebay umpteen times explaining in detail what the issue is and they say they understand however they say that the customer is allowed to give their feedback based on their opinion of the handling of the transaction!!!! So unfair. I'm just going in circles with Ebay. It's disgraceful really and makes a bit of a mockery of feedback. Yes, I have sent the buyer a feedback revision request to no avail.

[1956glyn · Accepted solution]

Ebay CS read from a script hence their response. Appeal it through seller help if you have not already done so.

Ebay CS through phone or live chat no longer have the power to change feedback.

[swordedge0 · Accepted solution]

I made a request through Seller Help, which was refused, I then engaged in two separate chat sessions and refuse, so I persisted and they eventually said I would receive an email. I have received three emails all refusing and I have just sent my fourth reply. I'm fed up with this and think Ebay rely on this happening with people.

[swordedge0 · Accepted solution]

I've got to go to work now Glyn, but will keep you informed. See you later and many thanks

[swordedge0 · Accepted solution]

Good evening Glyn, just to let you know that today Ebay have removed the unjust neutral feedback but only after I asked the buyer (who admitted being new to the platform so didn't fully comprehend the feedback procedure) asked them to do so!!!
Thanks for your support and help. Merry Christmas, Hilary

[1956glyn · Accepted solution]

That is great news. Merry Christmas to you too