posted on May 25, 2001 10:59:09 AM new
Hi there, Last week someone left a postive comment but pushed the negative therefore on ebay it looks like negative. We are trying to get it changed but Ebay keeps giving us the run around. They want us to pay squaretrade to do it 15.00. Below are some of the e-mails. Good advice in how to handle it will be welcomed. Thanks ahead of time
Hello ,
This is the last reply I received from Ebay regarding the incorrect
feedback I left. I will be more than happy to do what I an to remedy my mistake.
One idea is for you to leave a response to my feedback and then I can reply
to your response to explain the situation . Let me know what you decide.
Thanks,
Hello Richard,
Thanks for writing in to eBay to let us know that you only want the
comment changed from negative to a positive.
We understand that you only want to change it from a negative to a
positive and keep the comment the same, but we are not able to alter any
feedback that is left unless it meets our feedback removal policy which
it does not. This includes a situation like yours where you only want
to change it from negative to a positive comment.
One option that could be of help in this matter would be to enter
mediation with the other member through Squaretrade.com. When both
people (buyer and seller) agree to enter mediation, the process can
begin. This is accomplished by filing a request through Squaretrade.com.
Squaretrade.com is an independent third party mediation not connected
with eBay. If we receive a signed settlement agreement obtained via
completing the mediation process through Square Trade, we are able to
remove the feedback comment. The key is that both parties must
cooperate with Squaretrade.com and both are in agreement that the
feedback should be removed. We will remove it only after Squaretrade.com
contacts us. When a feedback comment is removed, another comment cannot
be left in its place. You can contact them at the following URL:
http://www.squaretrade.com/spl/jsp/eby/eb_nf.jsp
Thank you for contacting eBay and for being part of our community.
Regards,
eBay Customer Support
Original Message Follows:
-------------------------
Hello again,
I only want to change the feedback from negative to
positive, not alter the content of the comment. Please review the
situation
to fully understand my request. Once again, I wish to change the comment
from negative to positive and leave the wording of the comment as it
is.
Thanks for your assistance.
Respectfully,
ello ,
Thank you for taking the time to contact eBay to see if you can get the
negative comment removed which you left for another user.
Unfortunately, unless a feedback comment meets the requirements for
removal as outlined in our feedback removal policy it cannot be removed,
even if both members request its removal. You can review our feedback
removal policy with the following URL:
Additionally, feedback cannot be altered once left within the system.
When leaving feedback there is a message that states that feedback
cannot be edited after leaving it.
However, what you may want to try asking the user in question to leave a
'reply' to your original feedback comment. Once this is done you may
leave a 'follow-up' comment that offers more information on the
transaction.
Thank you for contacting eBay and for being part of our community.
Original Message Follows:
-------------------------
Form Message
Subject: Feedback Forum -- What is feedback and how do I give it?
Item:
Message: Hello,
I inadvertently left negative feedback with a positive comment on item
# . I have no complaint with this transaction and made a
mistake by not reviewing the feedback before I sent it. Both the seller
and I will appreciate it if you will please change the feedback to
positive. Thanks for your attention to this matter.
Sincerely,
Richard Schultz
posted on May 25, 2001 11:07:45 AM new
I'm not sure what you can do about it, but I know that it frustrates me to no end that ebay says they "can't (not able to)" remove or change feedback, but paying squaretrade "an independant 3rd party $15 might get it removed or changed.
I think they mean "won't"!
Argghhh!
I am sorry this happened to you. !!!!
posted on May 25, 2001 11:22:25 AM new
if neither you or the buyer wants to spring for the $15 (which, btw, i think is ridiculous and i totally agree with ashlandtrader), i guess you're stuck with him responding to feedback you post, and your responding to the neg. the good news is, anyone who looks at it - even as it stands right now - will immediately know what happened.
it's water under the bridge, but whenever i hear about this i can't help but wonder how it happened. i've left one neg, and as i recall, the ebay page all but jumped up and down and set off an alarm warning me i was about to leave a neg. but, i suppose if you're already asleep at the wheel, and in a hurry ...
posted on May 25, 2001 11:25:29 AM new
JeeZ, some people!
I'd follow the eBay advice and use SqureTrade. "If we receive a signed settlement agreement obtained via completing the mediation process through Square Trade, we are able to remove the feedback comment."
If the guilty party is truly sorry, they will pay the $15 fee. Just enter into SquareTrade mediation, go through the motions, which sould be very easy and agreeable; then send the form to eBay for feedback
removal.
posted on May 25, 2001 11:46:43 AM new
If the guilty party is truly sorry, they will pay the $15 fee. Just enter into SquareTrade mediation, go through the motions, which sould be very easy and agreeable; then send the form to eBay for feedback
removal>>
He offered. I think it is silly to have to pay 15.00 to squaretrade for such a silly mistake. I would love to know if Ebay gets a cut or if it is a third fourth party kind of thing going in here.
I wrote to them myself to see what happens. If ebay would have never suggested the 15.00 fee to squaretrade to get it off. I might think that okay what is done is done but I should have to pay to have it taken off. If someone PAYS 15.00 it can be taken off if not it stays. I smell something REAL fishy here. Here is my letter to them
Hello this is getting silly trying to get some assistance. I am a seller on Ebay and have been selling for a few years. If I keep on selling on Ebay will be a matter to decide on how this situation is handled. A client of mine as he states " I inadvertently left negative feedback with a positive comment on item
# . . . .
He has written ebay and tried to get the comment changed or taken off completely. Ebay says it doesn't bla bla bla. I will cut and paste the whole transaction below. It is clear that is was a mistake! I want this negative feedback taken off. I know ebay can do it and I know they have done it for other sellers. If you as the letter below states can take it off with the agreement with Squaretrade.com then you can take it off period. I pay enough money in fees to Ebay I shouldn't have to pay another 15.00 to someone else that you most likely get a cut from. It is an obvious slip on my clients part yet ebay is makeing two of its clients who pays ebay bills, myself and my client jump through hoops. Not a good thing with all the dot.coms going under.
I am really ticked! Not at my client but at Ebay for giving us such a hassle. You sure don't think it much of a hassle to bill me for fees. Now let me see what I pay those fees for as Ebay is supposed to be supporting their sellers and buyers and not being so disagreeable. AS stated I have been on ebay for a few years. I also sell on the other auctions and never have seen such an easy thing made into such a chore it is just down right silly.
posted on May 25, 2001 12:00:27 PM new
I don't think it is a silly mistake, it's a careless one. Your sales could be impacted by bidders that do not take the time to read the actual FB comments - they look at the FB box/score only...
You are not going to change eBay rules regarding feedback removal. Either go the SqureTrade route or forget it.
posted on May 25, 2001 12:36:18 PM new
How about the recipient of the negative responding with the poster's name, then the poster asking eBay to remove the feedback entirely because a name was used? Hasn't that worked before? I don't think that would give the poster a second chance to leave a positive, but it would remove the undeserved negative and not cost anyone anything but a few minutes of time.
posted on May 25, 2001 02:02:04 PM new
Not fair at all! I'd like to know exactly what does fall under Ebay's feedback removal policy!! They are obviously only concerned about the money they make from fees and dont give a &*%^ about the sellers that made them so big.
posted on May 25, 2001 02:12:51 PM new
Okay, I'm not going to suggest that you do what I'm about to say...BUT, I've heard (on these very message boards in fact) that if:
You were to leave a feedback for this person
AND used their GIVEN NAME
AND they were to complain to ebay about their GIVEN NAME being in the feedback
THAT ebay might indeed remove it because it says right in their feedback terms that personally identifying information isn't allowed.
Now, I've not tried this but if you can keep this thread hanging around until eastwest or dubyasdaman check in..they can advise you further.
posted on May 25, 2001 02:25:59 PM new
I don't think it is a silly mistake, it's a careless one. Your sales could be impacted by bidders that do not take the time to read the actual FB comments - they look at the FB box/score only... >>
It won't impact my sales at least I doubt it I have far to many postives and haven't seen any impact yet and it been there for about a week.
It doesn't matter if it was a silly mistake or a careless one. We all make them. My buyer shouldn't have to pay 15.00 to have it changed. I can tell by his feedback he is a good ebayer. So am I ebay should consider that and the business they could lose. Although the Ego of Ebay I think is to busy to think of that.
What I don't understand is why either of us should have to go to this so called third party and pay 15.00 for it to change. That is stupid. I pay enough fees and so does he when he bids on the product after all sellers aren't taking that out of their profits.
Somewhere along the line I think Ebay is getting a kick back on that 15.00. How would I find out is the question if they are really a "third" party.
If Ebay just said no period that would be a different story but they didn't say no. They said cough up 15.00 and it will be changed or screw you was the basic of the letters.
I don't expect ebay to treat me as a partner. I do expect that they don't treat me like an idiot.
Anyone got a phone number for ebay or a business address if I would want to ask the better business to investigate from their area?
Thanks for all the kind words and advice. I agree with the rest of you that 15.00 bites !!
posted on May 25, 2001 02:28:44 PM new
THAT ebay might indeed remove it because it says right in their feedback terms that personally identifying information isn't allowed.
Now, I've not tried this but if you can keep this thread hanging around until eastwest or dubyasdaman check in..they can advise you further. >
I would love to know how it works. He can't leave feedback again can he?
If you haven't and YOU leave personally identifying information in HIS feedback, then get HIM to protest to ebay about it..I've heard (again..I'm relying on what I've read on AW, haven't tried this personally), that ebay will remove both sets of feedback.
eastwest and dubyasdaman have both gotten ebay to remove feedback...they are your best bet on how this can work.
I know dubyasdaman is usually in here later in the evening.
posted on May 25, 2001 02:34:09 PM new
THAT ebay might indeed remove it because it says right in their feedback terms that personally identifying information isn't allowed.
Now, I've not tried this but if you can keep this thread hanging around until eastwest or dubyasdaman check in..they can advise you further. >>
Okay thanks for the heads up I will wait and see what they say and then ask this guy if he wants to do that.
posted on May 25, 2001 02:49:40 PM new
Umm...not to belittle the participant or situation, but exactly how did you manage to leave a negative instead of a positive by accident???
I mean, there are two points in the feedback process where you either note the type or are asked to confirm if you want to leave a neg or neutral.
posted on May 25, 2001 02:56:49 PM new
but exactly how did you manage to leave a negative instead of a positive by accident??? >>
I didn't someone else left it for me. Maybe he didn't read clearly as you haven't. He left a postive comment but some how check the negative box. How he did it and not notice I am not sure to me that doesn't matter. It was truely a mistake. I can tell by his feedback and his response.
posted on May 26, 2001 05:52:21 AM new
This happened to someone a long time ago and the way it was resolved was in a response under the Neg that was supposed to be a positive full name and phone was left of one of the parties. It was my understanding that Epay deleted the whole thing. However, this was along time ago and with all of their changes with the FB system constantly who knows?
Also you have already contacted Epay in regards to this problem so Epay will have it on file.
posted on May 26, 2001 07:08:32 AM new
If eBay removes this negative feedback because you put contact information in the follow-up, would they do it for any negative feedback? Sounds like any EZ way to get rid of negs????
posted on May 26, 2001 07:12:55 AM new
If eBay removes this negative feedback because you put contact information in the follow-up, would they do it for any negative feedback? Sounds like any EZ way to get rid of negs???? >>
Yes sure does but if the ebay even thought about the people that are making all the money for them they would have a system that is fair. Ebay screws you and smiles while doing it. To bad the ones who real pay are the ones that shouldn't.
posted on May 28, 2001 12:11:39 AM new
Hello TracyG,
My name is Mae and I am an employee of SquareTrade. To answer your question: yes, SquareTrade is a private, independent company, separate from eBay.
I am sorry that you have had this unfortunate situation happen to you. It is true that SquareTrade can help you to remove negative feedback, however to do so, eBay rules require the use of a professional mediator. This is to ensure that there are no underlying issues that must be resolved. Over 250 professional mediators who practice online and offline are made available to you through SquareTrade's services. (SquareTrade cases are conducted completely online.)
Thee $15 fee you refer to goes toward paying for the time of a mediator who will research the details of your case, respond independently to each party, and work with both parties to come to a resolution.
Please remember that SquareTrade's services are completely voluntary.
Thanks and if you have any additional questions, please respond to this post. I am not in the office, but will be checking this thread once a day.
-Mae
[ edited by squaretrademae on May 28, 2001 12:14 AM ]
