@madfroguk wrote:
Hi,
Can you please help, I have buyer which left us a negative feedback saying: “taking far to long to arrive”.
I shipped (and I always do) the order straight away, however on the following day parcel come back with the small red RM sticker saying: “address incomplete”.
After doing some research it turn out that there should be either house number from 1 to 9, or the house name in front of the street, but buyers address was only stating “Regent Court Regent Street”.
I done some research (as buyer was not responding) and managed to figure it out complete buyers address and shipped order again using a fully tracked 24hrs service, which were delivered to the buyer still within the estimated ebay delivery dates.
In the meantime buyer left negative feedback, so I spoke with CS and was told that we need to cancel the order using “incomplete delivery address” reason code and then apply for the feedback removal using a web form and it will be removed.
I done all of that and got the message from ebay saying that feedback will not be removed, so I phoned CS again and after explaining all again was told that I need to upload proof of posting to original order, so I took the screenshots from my RM C&D which was clearly showing that order was shipped on time and as advised uploaded all to ebay CS and waited for the feedback to be removed, as I was promised twice.
After 48hrs feedback was still showing, so I contacted CS again and after explaining the entire situation again I was assured that it will be escalated to someone in charge for the removal.
48hrs later still not removed, so I contacted CS again and after chating for 10 mins with the gentleman called “Vivek” he decided in a very rude way to end the chat without even attempting to help me, or reply to my questions.
I decided to contact ebay CS for the last time and the nice lady told me that if I will be selling for ebay for long time then I will be in this case entitled to so called “courtesy feedback removal”, however because I’m only trading on ebay for few months I can forget that this feedback will be removed.
I was told that this chat is my last hope and would like to ask for that feedback to be removed for a few simple and solid reasons:1 – I provided the evidence that order was shipped straight away, in fact a day earlier than estimated shipping date,
2 – surely is not my fault that buyer provided incomplete address,
3 – after RM returning original package I went above and beyond to figure it out buyers complete address and shipped the order again via fastest service available (RM24 tracked),
4 – I was completely mislead by ebay CS to refund the buyer in order to remove feedback,
5 – I done all things possible to make sure customer is happy (order delivered + buyer refunded), if that’s not a good customer service, I don’t know what is.
If you still care about a decent sellers on your platform, can you please remove this feedback - Thank you.
Hi madfroguk, thanks for your post.
While I see where you are coming from, we are not able to take actions on accounts over this channel. In order to get a feedback removed, you can send a request through your seller hub or contact our customer service team, they will review that for you and decide whether the feedback is eligible for removal or not based on the evidence available to the case. Alternatively, you can send the buyer a feedback revision request form after you explain the situation. If they are willing to change the feedback, they can do so with that revision form. If you have never done this before, you can see here how to do it.
Thank you,
Marco
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