Why do eBay concentrate on pandering to buyers, however unreasonable they are, over sellers

[onlineelectrics]

Why do eBay concentrate on pandering to buyers, however unreasonable they are, over sellers that may have been trading for decades and have a spotless reputation.

I have recently had my 100% feedback score spoiled by a buyer with a feedback score of 4, seems to barely understand English, rarely answers messages so my efforts to get the problem resolved are blocked at every turn by the buyer.

I have traded on eBay for over 20 years and had 100% feedback, with many very very positive comments, so anyone with half an ounce of common sense would look at this would see that I could not physically do any more to resolve this, but sadly not eBay. I have repeatedly asked them to remove the negative feedback, but they refuse, claiming that is does not contravene any of their policies, and repeatedly sending condesending advise to make sure I list the items correctly etc.

Furthermore it seems to be getting harder to talk to an actual living human being, the only available options being going around and around in circles with various forms of AI .

This seems to be a very self destructive business model to routinely side with casual buyers against the sellers that actually generate their income.

[bits_n_bobs_heaven]

---

@myriad*seller wrote:

You could have easily pointed out to eBay that the buyer lost all buyer protection when they had the item forwarded to another address and they would have closed the case in your favour 

---

The unfortunate issue with that, is that ALL of the Bots are AI led and so are the agents who have no ability to override a new AI based system that hasn't been checked before roll out! an agent / ebay can tell the AI system that X has happened but if the rule is set without regard for a the variation of 'loss of buyer protection' i.e. sending to a different address, then the system will ignore the 'loss of buyer protection' and run with the defunct basic eChay 🤡🤡default system ........

[robbtyke132010]

paucity! paucity! They all have in paucity for me!

[dch2112011]

I have absolutely no doubt you treat your buyers well - just read your feedback - I also believe you tried everything you could to resolve your buyers perceived problem and I totally understand how you feel about your feedback and the effort you put in to deserve the excellent feedback you receive.

But this buyer left unremovable feedback because of what was written - it is totally inoxious - you had already vented about ebay's refusal to remove - so what is the next best thing for your business - not what makes you feel better !

It is not working and will have to return this please

This is what everyone sees - it is polite - it looks to an outsider that the buyer has left a message instead of feedback -  so had you took a deep breath and read this as if you knew nothing about the efforts you went to -  even though it goes against every instict you have - How would you have responded ?

I somehow think that if that message was in your inbox and not on public display - you would not have written back ' I am avoiding you'  'I am publicly going to tell everyone on ebay to avoid you' 

The gist of what I was saying was no matter what a low life of a buyer you have - anyone seeing your response has no knowledge of the efforts you have gone to or the response you had from the buyer - they only see your response that is published for the world to see - so if your response is harsh - they will take that as how you might respond to them if they buy from you - some not all potential buyers.

It is buyers you want to read the feedback NOT your fellow sellers - so why warn sellers to avoid the buyer in your feedback response ? (a seller looking to buy from you is a buyer ) 

Simply use the negative to make your response sell your customer service - it isn't what you want to say or how you feel but when a POTENTIAL BUYER  sees what you and the buyer write in feedback that is all they see .

Potential Buyers do not want to read a whinge or vengeance - they see a negative and you want them to be surprised at the excellent service you give when their is a problem

You gave this buyer excellent service - so tell the world about the excellent service you give 

[bits_n_bobs_heaven]

---

@onlineelectrics wrote:

Why do eBay concentrate on pandering to buyers, however unreasonable they are, over sellers that may have been trading for decades and have a spotless reputation.

Because they are the ones who spend the money and buy...........

It's not eBay pandering per say, it's the wonderful AI programmes complete with numerous glitches and loopholes that have created numerous issues.........

eBay believe that sellers are replaceable 2 to a penny, regardless of how many years worth of valuable feedback a seller may have.......

(Oh, how so very ignorant and incorrect!)

Customers usually follow a good seller wherever they go. If they leave eBay and move to another more beneficial and reliable platform to sell, regular buyers usually follow.........

[dougbat20]

---

@papso22 wrote:

While eBay takes their fees from sellers, it is buyers that generate it.  They have always worked hardest to keep buyers happy,  just look at the paucity of seller protection contained within the policies. 

---

But also don't forget that if there are no sellers, then buyers simply cannot purchase from sellers on eBay if they do not exist!

[kath3735_wxmjn]

Your response is full of assumptions and are probably completely incorrect.  He said it did not work and wanted to return it, maybe short but possibly no command of the English language and not much understanding of how e bay works in regard to returns.  Did he in fact open a case, i cannot see that mentioned anywhere.  I know the seller says he sent a return label but that does not mean it was recieved.  Nothing is concise apart from the fact that i would be put off by the sellers response.  Politeness costs nothing.

[kath3735_wxmjn]

so who says it is a scam?  Did he open a case and get a refund?   The guy may not understand how to work the item and it may well be working but that does not make it a scam.

[onlineelectrics]

As the seller I will enlighten you, the buyer has not raised the matter with eBay, he simply messaged me to say it didn't work and left negative feedback, I'm not sure in which order.

I contacted him to say that it was out of order to leave negative feedback without giving me chance to sort it and he agreed to remove it, but he never did, despite numerous messages from me, and sending him a return label, I haven't heard from him since.

And frankly if someone wants to ignore 1000+ positive feedbacks and get offended because I was unhappy with one unreasonable buyer, that is up to them.

[dch2112011]

Well, buyers tend to look at the negatives - curiosity maybe - I certainly do when buying, it gives you an idea of how the seller reacts to customers and whether there is a pattern of faulty goods, late deliveries or poor attitude,

I want to buy from sellers who provide a service not have to  battle it out or involve ebay.

'he simply messaged me to say it didn't work and left negative feedback, I'm not sure in which order.'

'I contacted him to say that it was out of order to leave negative feedback without giving me chance to sort it and he agreed to remove it, but he never did, despite numerous messages from me, and sending him a return label, I haven't heard from him since.'

From what you have just written, it very much looks like your buyer was simply asking a question via feedback - I would imagine for whatever reason he had not worked out what he needed to do - maybe he has difficulties who knows ?

As a relatively experianced ebayer - you should have reacted better than you did - basically you are blinded by your feedback.

It sounds that your confrontational responses have worried him - hence he has gone quiet

[dougbat20]

---

@onlineelectrics wrote:

As the seller I will enlighten you, the buyer has not raised the matter with eBay, he simply messaged me to say it didn't work and left negative feedback, I'm not sure in which order.

I contacted him to say that it was out of order to leave negative feedback without giving me chance to sort it and he agreed to remove it, but he never did, despite numerous messages from me, and sending him a return label, I haven't heard from him since.

And frankly if someone wants to ignore 1000+ positive feedbacks and get offended because I was unhappy with one unreasonable buyer, that is up to them.

---

I personally think your reply to that negative is perfectly fine. If you try communicating to someone and they do not reply to your communications then what can you do to resolve the problem?
They could have replied to one of the messages you sent them confirming they wanted to return the item, in which case you could then guide them through the return process. 

And anyway one of the options (under More Actions) under the eBay Purchase History says Return This Item, it then gives a reason for the return which you can select.

Hope you blocked them under the Blocked Bidders List!

[onlineelectrics]

Exactly, I'm not sure why some people are completely missing the point.

And yes I have blocked them.

[onlineelectrics]

I messaged the buyer several times to ask if he was able to print off a returns label, and if so what was his best option to return it, Post Office, Yodel or Evri, but he chose to ignore my messages, even after I sent the label.

I asked eBay to contact him, which they did, but he did not reply to them either.

As far as I am concerned I did everything I possibly could under the circumstances and will respond in exactly the same way to anyone that messes me around and leaves negative feedback out of pure ignorance or mallace.

[onlineelectrics]

I think anyone with any common sense would look at my feedback, 1104 Positive to 1 Negative, and would conclude that I am an honest seller that sells quality goods and any problems are sorted out quickley.

[dch2112011]

I have no doubts you are honest and treat buyers well - I think I made that point earlier in the thread - my comments were merely aimed at how you let your emotion rule your response to feedback when ebay refused to remove it.

Your excellent service and customer care was not showcased when you had the opportunity  instead you advised all viewers to avoid the buyer which is not the service your feedback references.

I totally understand why you felt the way you did - but your positive feedback infers you are better than that. 

Telling buyers to avoid a buyer when they can only see a polite message from the buyer and cannot identify the buyer from the feedback means it is a pointless request and must leave doubt in their minds - however one neg asking a polite question with you simply  saying something along these lines earns brownie points with potential buyers - ebay won't help so use the neg as a showcase for your superior attitude and service 

'Sorry that your item is not working, please contact me via ebay messages and I will personally make sure  that we replace or refund your purchase - your business is important to us.'

[dancinglambs]

its not the neg feed that bothers me, only had one or two in years, its the criminal customers that ebay are pandaring to. I still have a few junk items listed on ebay but don't use ebay in general now because of the foreign thieves. They have a regular scam to get a refund and keep the item, ebay even helps them defraud sellers with their illegal activity. The BUYER makes a false claim that item not as described, any old rubbish they say...like has a cat hair on it and cat hair gives you cancer...ebay tells seller funds on hold until item is returned by a specific date and provides a donwnloadable label. BUYER waits until day before return date and then claims ...its impossible to download label....ebay then fully refunds BUYER and lets them KEEP the item.   This has happened to me several times until i'm so sick of being scammed by UK buyers calling themselves some other foreign name that i've given up listing on ebay. It's now just a thieves rookery.

[lighting_signs_and_vintage]

That's a new one on me, if you let eBay provide the returns label I cannot see how that would possibly wash as an excuse for not dispatching the item. If, however, you supply the label then I can imagine that being used against you.

However, for most small - medium sized items upwards, eBay labels are pretty good value as they appear to 'hedge' the price somewhere between a large letter and a medium parcel. I 've had eBay provide return labels for buyers that cost me £3.40 or whatever it is, when the outgoing was £7 for the same Tracked 48 service. They say they can claim any difference but never seem to actually do it.