minniestuff
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posted on October 10, 2012 12:01:55 PM new
I am so frustrated with eBay!
I sold a bobble head on 10/7/12, buyer paid through paypal on 10/7/12, then on 10/9/12 buyer left negative feedback asking when the item will be shipped. What???
Obviously, it is a newby (feedback of 2) and when I called eBay, the rep said it was up to ME to contact the buyer, educate them about the "message to seller" system, and that they were sorry but could not remove the negative feedback only the buyer that left it could remove it!
In my item description, I say that I usually ship within 3 business days from receiving payment. I shipped out today, which is 2 business days since receiving payment.
I replied to the negative feedback in a business tone and sent a message to the buyer through eBay's message system about how to use the message system.
What more can I do other than send a "revise feedback" form.
I feel that it is getting increasingly difficult to sell on ebay as the BUYER has all of the rights and the seller has very little...
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lostmymojo
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posted on October 10, 2012 04:15:52 PM new
I know how you feel,I just receive a neg for a watch which is not running,it ran for me on 3 occasions and she never contact me first,just went ahead and have it repaired.
Buyer does have the right to express her buying experience ,but unfortunately the neg is there for everyone to see and it is counted as a strike against us.
Now to remove the neg,I am picking up the repair bill.
You can reason with the buyer and ask her to revise her feedback once she receives the item.
did you upload DC on day 1?
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shagmidmod
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posted on October 12, 2012 07:42:58 AM new
The most difficult negative to deal with are those that are clearly malicious or unearned. I have lived with a negative before and dread getting one in the future.
The last one I received was from a buyer that complained that I didn't state the item was the small version, yet very clearly in the first sentence it stated "this is the small version" and I also include the measurements.
I did contact the buyer professionally pointing this out and sent a FB removal request that went unanswered. I contacted eBay and even though the feedback completely contradicted the description, they refused to remove it. The biggest frustration is that within a few months the listing disappears so buyers can see the negative, but can't go back and reference the listing to verify that my follow up statement is factual.
I agree, the seller is who gets hosed on this no matter what.
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minniestuff
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posted on October 12, 2012 08:20:17 AM new
I tried to pull the buyer's contact information yesterday and it said that there is NO contact information even though there should be and that I should contact customer service.
I contacted customer service using my land line and the rep said that it must be a glitch so he emailed me the buyer's phone number. I used my cell phone to call and leave a message while I was on the land line with the rep. The voicemail greeting had another person's name and the rep heard this. The rep then told me if the buyer has not returned my phone call within 48 hours to call back and then I would have a valid reason to have the feedback removed.
We shall wait and see.
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lostmymojo
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posted on October 12, 2012 09:24:42 AM new
I see many sellers offer free shipping and 14 days return with no restocking fee,if a buyer returns the item,he is losing money as Ebay FVF shipping is not refundable,USPS postage is not refundable,his time is also not refundable !
If he pays for insurance and signature confirmation,thats not refundable .
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shagmidmod
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posted on October 12, 2012 09:25:30 AM new
eBay CSR should have immediately removed it. Under ALL of the circumstances, I am utter disbelief that eBay is not removing this.
1) Newbie obviously has no grasp of eBay and sends negative feedback 2 days after purchase.
2) Their contact info is not on eBay. I don't care what the rep says, it should be available.
3) The phone number is for someone else.
eBay should simply remove this and contact the buyer themselves to educate them. It shouldn't be your job to "educate" eBay customers.
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minniestuff
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posted on October 12, 2012 10:13:17 AM new
I agree shag... I am so frustrated with Ebay right now I could scream!
I have called everyday and have spoken with different rep hoping that they would see what is wrong with this negative. All 3 have said that what he wrote in the feedback is acceptable. Acceptable??? For who??? Not acceptable in my book!
I had perfect feedback for 13 years and some new buyer (registered on 10-2-12 by the way) has the ability to ruin my selling reputation 7 days after he registers to buy.
It just makes me sick the way that Ebay treats the small sellers!
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shagmidmod
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posted on October 12, 2012 11:32:05 AM new
Have you sent the item yet?
I don't know current eBay policy on this, but I am under the impression that contact information has to be valid and I would question if this is something done in a retaliatory manner, perhaps a previous buyer? I doubt it though.
At this point, I wouldn't send anything until you determine if this person is even legitimate. They can't do much to harm you now b/c they've already done the damage.
Have you looked at their buying/bidding history including their feedback left for others? I am curious to know what other damage they have done on eBay so far. If you dig a bit and find other issues, you may be able to convince eBay to do something sooner than 48 hours.
I would NOT contact them again. Let the ball stay in their court, otherwise you may inadvertently get them to respond and decide not to reverse it. Waiting is your best bet... I just hope the eBay rep you spoke with that was on the line when the buyer was called put it in the notes on your account for them to remove it after 48 hours without contact. Otherwise, you will start all over again... and then steam even more.
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lostmymojo
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posted on October 12, 2012 12:50:59 PM new
If she does not ship the item,then the buyer will file buyer protection for item not received.
It will just open another can of worms,is it worth it?
just move on.
P.S. The buyer has already paid for the item,what is the reason for not shipping?
[ edited by lostmymojo on Oct 12, 2012 12:52 PM ]
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minniestuff
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posted on October 12, 2012 02:07:10 PM new
I shipped the item on 10-10 along with the other items that sold on 10-7. 10-7 was a sunday, 10-8 was a holiday, 10-9 I packed the items that sold on 10-7, and everything got shipped on 10-10 by 830am. All of the tracking numbers were posted by 9am to ebay and Paypal.
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shagmidmod
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posted on October 12, 2012 04:29:36 PM new
My point is that I wouldn't ship to someone who's personal information is questionable until you are able to contact them. All of the circumstances are quite odd and I wouldn't hesitate to let this buyer know once they have contacted the seller that you are simply taking precautions because
1) the feedback left was quite unusual
2) their contact info was not available online (which is against eBay policy- even though eBay claims it is a glitch)
3) that when you attempted to contact them with an eBay rep on the line the contact info did not match the seller info.
I think being overly cautious is completely legitimate until you are able to contact the person directly and confirm they are who they claim to be and discuss the odd feedback which was inappropriately used.
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lostmymojo
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posted on October 12, 2012 04:50:45 PM new
It depends on how valuable the item is,it can be rather time consuming.
As long as she ships to a confirmed address with online trackable DC,she is covered by Ebay seller protection.
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minniestuff
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posted on October 12, 2012 05:42:35 PM new
It's too late to worry about it. The package has already been delivered.
I shipped to the address that paypal said was confirmed so I would be covered under their seller protection and i always get insurance and delivery confirmation.
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ladyjewels2000
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posted on October 14, 2012 08:17:33 AM new
This is wrong on so many levels.
I'd wait the 48 hours and then call back on Monday.
If you don't get results - ask for a supervisor.
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lostmymojo
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posted on October 14, 2012 09:14:27 AM new
When the buyer did not see a DC uploaded ,he just assume you have not shipped.
But to leave negative feedback is just too much,there are many rude and angry buyers on Ebay and we have to put up with them.
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merrie
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posted on October 15, 2012 07:23:15 AM new
The sad part is the buyers do negative or leave nasty comments or low DRS because they can with no fear because we have little recourse.
I have learned to just move on. I recently had a low DSR appear in Communication, why, who, I don't know. I did everything by the book & none of my FB comments indicate any problems, so someone was nasty or confused.
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lostmymojo
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posted on October 15, 2012 07:39:25 AM new
Ebay now has changed their tone,they will offer sympathy and then tell you they cant do a thing ?
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shagmidmod
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posted on October 16, 2012 08:04:21 AM new
It's been 4 days now since contacting eBay. Curious if you've resolved anything on this?
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merrie
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posted on October 17, 2012 12:15:01 PM new
Feedback is such a crazy thing in the NEW Ebay. I noticed my feedback had gone down one & thought ut oh, negative.
Nope, one of my buyers is no longer a registered user. This buyer was a pain in the butt with many demands, "ship immediately, sen tracking info NOW, wrap carefully, post feedback NOW!!" etc. But I kindly responded to each demand & did get + feedback.
Should + feedback be taken away when a person is no longer registered? I can understand if there is negative, but, why should a + be withdrawn? The transaction took place & it was completed to both the buyer & seller's satisfaction, so why remove it??
My feedback is still there under her ID, but hers is gone from mine. HUH??
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lostmymojo
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posted on October 17, 2012 04:21:15 PM new
Some venues,the seller can choose not to let anyone read her feedbacks,some dont even have the feedback feature.
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ebabestreasures
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posted on October 21, 2012 01:37:22 AM new
Yeah minniestuff - what happened?
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lostmymojo
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posted on October 21, 2012 07:17:37 AM new
Do you think your competitor is leaving you bad feedback?
There is now a button called report this buyer in your feedback file and one of the reasons cited could be -you suspect it is the work of a competitor.
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minniestuff
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posted on October 24, 2012 05:56:05 PM new
Well, good news!
After a week of trying every day, I was able to get transferred to "Trust and Safety" and they deleted the negative.
I am thankful that the buyer had the wrong contact information as that is the only reason the negative was removed, not the fact that he used the feedback system incorrectly.
I had to tell my story to each and every customer service rep each time they transferred me to another department. So I found out that it takes 4 transfers to get to Trust and Safety in case anyone needs to get in touch with them in the future.
I can say one thing after this experience, not all customer service reps are equal.
Thank you to everyone that offered suggestions.
I was out of town so I am sorry that I haven't been back to the boards for a few days to follow up on this.
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