Unjust Negative Feedback but eBay won’t remove

[twigletti]

I have been a buyer/seller on eBay for 18 years and had 100% positive feedback over 1,200.  As you can see from these numbers, I'm not a business seller; I just sell bits and pieces of clothing from time to time.  Because of this I always list items as Returns Not Accepted as I can't afford the time or other costs involved in returns.

Last week I sold a coat via auction which was BNWOT.  Free postage. As always, Returns Not Accepted.  The buyer received the item and wanted a refund because it didn't fit.  There was no dispute over the item itself; it was exactly as described but just didn't fit the buyer.  She hadn't asked for measurements or asked whether I would consider returns before bidding.  I explained that, as per the listing, I couldn't offer a refund and suggested the buyer sell the coat on. The buyer became quite abusive in messages and accused me of 'scamming' her because I wouldn't offer a refund (despite acknowledging that the listing did say no returns).

She then left negative feedback because I wouldn't refund the item.

I have appealed the feedback because despite having over 1,200 positive feedbacks only the most recent are considered, so my feedback has gone from 100% to 90% which makes me look to be a terrible seller!  eBay refuse to remove the negative feedback.

I feel this is very unjust because I haven't done anything wrong!  I sold an item exactly as described, dispatched it promptly and yet I still get negative feedback.  Had I accepted this return, I might as well have put Returns Accepted on the original listing in which case I could have sold for a higher price to potential buyers who legitimately decided not to buy because they didn't want to risk it not fitting.

After this terrible experience, I'm going to give up on eBay.  It seems everything is weighted against the seller.  We can't leave negative feedback for buyers yet they can ruin our reputation and ability to sell.  I currently have two other coats listed for sale but it's unlikely anyone will buy them as my feedback has gone down to 90% with a negative review in the last month 😢

[tressygirl]

Contact eBay Customer Services again, but do so very first thing in the morning when the lines first open, at 8 a.m. on weekdays,  and 9 a.m. on Sunday,  there's more chance of Dublin answering.  Select the Call Back option then you'll hear if it's Dublin calling.

Put your side across that the buyer is asking for something that is not offered,  that is,  a refund for a reason Doea Not Fit,  which is not covered in a lising which states No Returns Accepted.

Direct them to the feedback too, showing the buyer is totally aware of the fact there are No Returns,  but still insists on that refund,  resulting in an unwarranted negative.

To Contact Customer Services it's a Live Chat, or you can select to speak and request a Call Back. Click on this link:

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

On weekdays lines open between 8 a.m. and 10 p.m.

On weekends they open between 9 a.m. and 6 p.m.

Good luck, it deserves to be removed.

[dancewithadingo]

Good Afternoon Twig

Sorry to hear about your problem. Selling on eBay is not easy,you are basically sending items out on approval.

I can see and sympathise with both parties,the buyer has spent a lot of money on an item that she can't use and is rightly miffed.  While you did offered your normal excellent service, may I suggest three things,initially don't give up,keep selling but do change the listings to incorporate returns. It doesn't matter what you say if a buyer wishes to return an item then you have to grit your teeth and accept it.otherwise you are making a rod for your own back.

Finally put some measurements in you listings ie arm length,length at the back,length across the shoulders etc,etc.  Selling clothes is notoriously difficult and fraught with problems,help yourself my making a couple of small adjustments.

Keep your chin up and carry on selling.

[moanasaurus2]

I have recently had a similar experience with an extremely rude and hostile buyer who informed me very early on in our relationship that he intended to leave me negative feedback to let the whole world know what a liar and a thief I was, as he put it, just because his item had got stuck in the postal system (I had supplied proof of pstage). He did indeed leave negative feedback (which also made inaccurate claims). When I asked eBay to remove this, they refused, even though the buyer was clearly in breach of their rules regarding behaviour and using negative feedback threats as a weapon of abuse.

I have reached the conclusion that eBay sucks. I used to sell a lot when it first appeared, but now, twenty plus years later, it has become a massive faceless corporation that hides behind AI robots like all of the faceless corporations do.

It seems to me that these days eBay is just a money grab for the owners and share holders, they do not give two figs about the sellers using it, most of whom are simple folk using it to sell off a few bits and bobs, in my case to top up their miserable pensions. 

[kath3735_wxmjn]

well i have no sympathy with the buyer!  If i buy something (and i have in the past bought quite a few clothes) i take it on chance if they only put the label size, that is my risk.  I have the ability to get in touch with the seller and ask for measurements.  I personally sell a lot of my families clothes and i always put the measurements in.  Quite often someone comes along and asks me for them or they want something that i have not mentioned.  I have no problem sorting it out for them.  No one has ever (so far) asked to return because the item does not fit.

[4_bathrooms]

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@moanasaurus2 wrote:

He did indeed leave negative feedback (which also made inaccurate claims). When I asked eBay to remove this, they refused, even though the buyer was clearly in breach of their rules regarding behaviour and using negative feedback threats as a weapon of abuse.

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Did the buyer end up with a "fee to pay" card and did they receive the wrong record?

Regardless, eBay are very unlikely to remove negative feedback (even if it's unjustified) any more unless an eBay MBG case was decided in the seller's favour and/or unless the feedback contains offensive language. In fact, in the latter case they might remove the comment but leave the rating. This is due to upcoming changes in the law regarding online reviews, ratings and endorsements. In most cases eBay will likely just spout the "It's the buyer's opinion" line.

Part of the changes mean that justified negative reviews cannot be removed in order to make a business appear to have a higher customer satisfaction rating than they really do. I realise you are a private seller but eBay is unlikely to engage in moderating feedback any more; the risk of a fine equal to 10% of their global turnover should they get it wrong has likely put them off. If a buyer makes false claims in the feedback they leave and there is no case open the best thing to do now is to reply to those claims stating the facts in a tactful manner.

[ry29]

Hi, same here. 24 years i've been with ebay. Some guy buys an expensive item from me but then try's to get me to send to another address as 'he's moved house' and then another try to send 'to brother for his birthday'. These are violations if ever i see it but i'm a nice person i just advised him to go buy a phone locally and cancelled for him which we both agreed to. The * then leaves me negative feedback and ebay say they won't delete this as it doesn't equal a violation. i give up

[nophy77]

I  too have had unjust negative feedback. I gave the buyer a refund and she never returned the item, despite the fact I paid for postage. I appealed but once you refund there's nothing can be done to change it. I can't appeal the feedback. Unfortunately, despite sellers stating "No returns", eBay can enforce a refund regardless. However, too many people try to state the item never arrived or arrived damaged. Now the item has to be returned before the refund.  Additionally, most delivery companies take photos of the item when delivered so people can't make false claims of damage or it didn't arrive. Appealing against negative feedback is allowed. 

Have you considered using "Vinted" instead? This seems to be the better option for clothes. 

[aj_swift]

Did your buyer mention leaving feedback during their exchange with you? If they were aware there are no change of mind returns and they used the threat of feedback to try and get round it then I would argue to eBay that it's feedback extortion.

[ry29]

Hi, no. They purchased the iphone then tried to get me to send it to a few non approved addresses which obviously i’m not going to do. I was kind and said no, happy to refund immediately which i did. Then the idiot leaves me nasty feedback saying i made him out to be a criminal. I did not. I’m moving away from ebay

[lucy_farmer]

I'd leave a reply under that neg. feedback, just telling the truth.

Say something like 'buyer wished me to post a phone to *unverified* addresses, this is obviously an ebay no-no, so he got a total refund'.

Say anything more 'emotional' and ebay won't let it stay there! 

Anybody having a look at your over-all feedback wouldn't let that one neg paint you as a criminal- especially anybody who knows *anything* about ebay, phones and verified addresses!

[*vyolla*]

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@lucy_farmer wrote:

I'd leave a reply under that neg. feedback, just telling the truth.

Say something like 'buyer wished me to post a phone to *unverified* addresses, this is obviously an ebay no-no, so he got a total refund'.

Say anything more 'emotional' and ebay won't let it stay there! 

Anybody having a look at your over-all feedback wouldn't let that one neg paint you as a criminal- especially anybody who knows *anything* about ebay, phones and verified addresses!

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There's actually no such thing as a 'verified' address on eBay though.

There used to be years ago with PayPal, you could see who had a verified address then, but I'm going back well over a decade.

[ry29]

Hi, will only allow ‘positive’ feedback and then a reply. Ebay has become a joke.

[theelench]

I was reading the e-commerce blog that we can't name and one of their recent articles was about an ebay announcement that they have realised that removing unjust negative FB has become too difficult and that changes are planned to make things fairer.

They are a US site and primarily interested in what's going on with ebay.com so it wasn't clear if the changes are world-wide or only to be rolled out for .com, but there might be some light at the end of the tunnel 🙂

[jazzy_jacks]

EBAY have done the same to.me. the buyer lied & lied. Threaten me on messages. Ebay customer care stated the negative feedback would be removed within 24 hours.

Guess what? Ebay don't care about their sellers ONLY the buyers.

Moving my items over to a far better platform that looks after their sellers . 

[magpiecorner1]

It was announced, apparently by Andrea Stairs - who is VP of Global Regulatory, Trust & Monetization.  You would think then it would apply globally?

The gist of the announcement was

'Over the last year it became increasingly clear that our Feedback removal policies had become more and more arbitrary, which was creating inconsistent and sometimes unfair experiences for both sellers and buyers.

..........We’re glad to announce that more than a dozen Feedback policy changes have now taken effect on eBay.'

Can't find anywhere though that any feedback policy changes have been announced, so you are probably correct that, if its happening, its happening on the .com site.

[jazzy_jacks]

I have been a small business seller for 8 years and not once has Ebay
looked after me. Always the buyer even when they lie upon lie.

[mollymow17]

Same thing has happened to . EBay wonder why we are turning our backs on them when they take all these fees sit back & we lose out . I am like you & sell my own personal possessions that have cost us money & usually selling them at a loss especially when fees & postage is taken into consideration. The fuel in runs to the postal office the cost of packaging tape etc & people think they wrap themselves & it's just postage . My 100% as been ruined by basically a scammer that knows the system . No protection for sellers whatsoever. People are moving to Vinted & other selling platforms & eBay see us as small fry & are a multi billion business. The day eBay is finnished I'm throwing a party . 

[ry29]

I refuse to send item to a new unverified address and immediately pay the guy back his money. I then get negative feedback and abuse. I also had another item that I had to refund because the person buying it was trying to get a firm to collect a heavy fragile item when it was collect only. i’m afraid i give up selling now

[allseven-supplies]

Where did you move over to?