Feedback Abuse

[terasa2006]

I replied to a buyers neutral feedback after failing to get CS to remove it.  My Reply was truthful and professional.  The buyer then proceeded to write a 'follow-up'  (Didn't even know that was possible!) where they accused me of being a liar.  This is a personal attack and defamatory and therefore a breach of eBay feedback policy.  I am able to prove that I am not lying;  They stated that they did not give the reason as 'Ordered by mistake' on the return request, yet when you look at the return request you can clearly see that they did give that as the reason.  

I reported this to CS on Monday and was told it can take 72 hours to get a response.  The 72 hours is up now so I contacted CS again and they could only suggest sending another report and waiting another 72 hours for a response!?!? (I'm going around in circles!!)

I'm a top-rated seller with supposed 'enhanced seller protection' but I can't seem to get a resolution....I'm upset that I'm being called a liar on a public site.  It clearly breaches eBay policy, but I'm not getting anywhere.

Can anyone help me please before I drive myself crazy?    

[jckl1957]

This is a member to member forum and nobody here has the power to action your request.

Get a callback again tomorrow morning when you will most likely be speaking to Dublin and ask (again) for at least the first part of the comment to be removed as it breaks feedback policy:

[Ebay remove]  Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism.

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

[terasa2006]

Thank you for your reply.

Yes I appreciate no one on the forum can action my request…which is such a shame because CS have been pretty useless so far.

I had spotted that I get a better response and interaction on the few occasions I manage to speak to someone in Dublin. So first thing in the morning is my best chance of speaking to someone in Dublin? (At the moment I can’t get anyone to call back ??)

Terasa

Sent from Outlook for iOS<>

[jckl1957]

Yes. Morning is best - they open at 8am.

Use the link below - it's showing a 5 minute wait time currently.  However, if you have been asked to wait 72 hours, possibly you are currently blocked from getting a callback?  I am not sure how the system works.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[tressygirl]

It's not feedback abuse,  just feedback from a very over the top angry disgruntled buyer.

Some buyers unfortunately use the feedback system as a messaging board,   this may have all been solved with messages and perhaps offering a partial refund?  You can still offer this,  then ask if they would kindly complete a feedback revision you can send,  of course,  no 100% they would,  even after a partial refund is given.

eBay will not remove the feedback,  as it just shows the buyers perspective of the transaction and being disappointed.

As said,  thankfully it's on a neutral you still have a 100% feedback score.

If I read those comments,  it would not put me off buying from you , but to see you encountered,  ' A Mr. Angry from Tunbridge Wells! '  🙄

@terasa2006 

[terasa2006]

Thanks for your reply.

I’ve given a full refund; however, they wanted return postage paid but they selected ‘ordered by mistake’ so the automated system made them responsible for the return postage.

They were arguing that the colour looked nothing like the photo and I said different lighting and monitors affect the colour but she basically called me dishonest over that too! I can prove that I sent her the exact item that was photographed for the listing…she was unpleasant and always had to have the last word. Return postage wasn’t mentioned until she put it in the feedback …by which time I wasn’t feeling that generous anymore!!

I’ve got a real issue with this…it’s a point of principle now…feel eBay should remove the comments because they are defamatory!

T

Sent from Outlook for iOS<>

[red_magpie]

The puzzle is that your buyer complains that the lampshade was "nothing like the photos, not a soft reddish orange at all".

The lampshade in the listing was very clearly a strong burnt orange. Why would she have expected a soft red orange?? 

One thing she said is correct - the colour difference from what she expected is too great to be accounted for by a variation between screens.

You do sell other lampshades that are a soft reddish orange. To me, the only way her complaint would make sense is if she mistakenly compared the colour of the lampshade she received with the photos for another one.

[terasa2006]

Hi,

As I said I can prove that the lampshade she received is the same one that was pictured in the listing.

The point was she stated that her return reason was ‘Ordered by mistake’ so the automated system deemed her responsible for return postage. She didn’t complain to me about paying return postage…she saved that for her feedback!…then when I replied stating her return reason was ‘ordered by mistake’ she called me a liar !!!

Sent from Outlook for iOS<>