- This topic has 21 replies, 9 voices, and was last updated 6 years, 4 months ago by
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Has anyone gotten negative removed when a buyer says came from a smoking home? Our home is smoke-free as we have pure oxygen in here.
If they had said smelled of smoke, I feel I wouldn’t be able to fight it as that is an “opinion”. However a direct statement stating “came from a smokers home” is false.
Customer never reached out about it just left negative.
I will call ebay later today.
I just want to hear from those who have had an issue and how/if they got it resolved. Thanks -
Worth a shot. Just be prepared to make multiple calls if needed. Non-Anchor support isn’t even remotely interested in helping during situations like this. They’ll say just about anything to get you off the phone (“We’ll look into it and call you back!”, etc, then never do it.) I had someone leave feedback implying I didn’t accept returns (I do) and eBay refused to remove it on the grounds that the buyer was probably upset about something else and was just being mean.
eBay was supposed to implement tools this year to help you fight INADs and negative feedback by taking your overall performance/feedback history into account, but they never officially announced anything.
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Thank you- IndySales, for your feedback. I too, figure I probably won’t get anywhere. It is always at least worth it to try.
Some people just like to be mean and/or lie. It is part of selling on ebay.
Again thanks for sharing your experience it is exactly the type feedback I’m looking for 🙂 -
Someone linked to this new page: https://www.ebay.com/sellerhelp
Maybe will help you? -
Thank you for the link.
FYI: You get so far in it and the links don’t work.I did find something in the site index and was able to file a request removal there.
I just wondered if I’d get further calling.
Anyone have any tips on the best time / day to call – that you have experienced? -
I would
a) post a reply to the feedback so that other buyers can read your side of the story – just keep it professional.
https://feedback.ebay.com/ws/BayISAPI.dll?PersonalizedFeedbackLogin
b) report the buyer
https://www.ebay.com/help/selling/resolving-buyer-issues/reporting-issue-buyer?id=4084“When to report a buyer
You should only report a buyer if you think they’re violating our policies. Here are a few examples of when to report a buyer:[…]
You believe the buyer is making a false claim
[…]” -
Keep in mind that if you reply to the feedback, it makes the feedback entry even larger in your feedback list, thereby calling more attention to that entry. And it may make a support agent less willing to remove the entry. So I do not recommend this as your next step.
There used to be a mechanism where you could go thru eBay to ask the seller for a feedback revision. You could try this. If you don’t think the buyer would consider this, then try calling eBay. Or try this if you come up empty after having called eBay support.
When calling eBay support, Be prepared for more than one call attempt to find a sympathetic agent. Review eBay’s current feedback removal policy and have a copy in front of you to reference while you try to make your case with the support agent.
Advice on calling used to be to try to get a US agent by calling early in the morning.
If you feel that you must reply on the feedback entry, perhaps you can wait until it gets pushed down to the 2nd page of your feedback list. Maybe you can think of ways to get it pushed down faster by asking recent good buyers for their positive feedback, making a few small purchase and/or sales to build some quick entries.
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You can request the buyer remove the feedback, https://feedback.ebay.com/ws/BayISAPI.dll?ReviseFeedbackInitiate. Be careful, you can’t offer any incentive for removing the feedback. Keep it short and professional while still mildly begging.
Can I ask you for a personal favor? If you can see your way clear to remove the negative feedback you left for this sale I will greatly appreciate your aid.
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would like some input on the “feedback reply” I was thinking of putting.
SMOKE FREE HOME! WHY NO CONTACT? we do returns. Smoke Free Home!! why lie?
would appreciate honest input and/or advice.
thanks.-
In my opinion, it’s not good to attack the buyer in feedback. Think about what other potential buyers might conclude about you based only on the feedback you leave. Better to be more professional, perhaps something like “I’m sorry you are unhappy, but there is no smoking at our end. Please return”.
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I would just ignore the feedback. Maybe try a single call to eBay and if they don’t remove it, just let it be. Focus on providing excellent products and service to the next customer. Getting an unfair negative is frustrating, but as long as it’s a rare occurrence, I doubt it will hurt future sales.
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Did you try calling yet?
That feedback reply makes you look worse IMO. Old Dad’s response is much better.
If you want honest feedback, then I’ll say that if you’re still thinking about this weeks after it happened then you need to reconsider how you’re spending your time. This one bit of feedback isn’t going to sink your business and I’d wager a lot of people don’t even know how to read feedback anyway (especially on mobile where only the percent is shown.)
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I am not spending my time thinking about this. Today, I received the response that the buyer has not responded to the request to change it.
I’ve seen others respond to negative fb and just wanted some advice on replying. This will sit for quite awhile on my 1st feedback page since my buyers rarely leave feedback. It is in full red right at the top. LOL.
I have not left a reply yet. Calling ebay was waste of time.Just trying to be an interactive participant here (in forum- thought that was what it is for?) to discuss and get some opinions and/or advice.
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“Just trying to be an interactive participant here (in forum- thought that was what it is for?) to discuss and get some opinions and/or advice.”
What did you mean by this? You asked for honest feedback, and it just so happens that I think doing anything more than making a phone call or two isn’t worth the effort. You can make 1,000,000 more posts about this topic for all I care.
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You are having a lot of grief over this one. I feel the same when it happens to me.
But, If you reply to the feedback, it looks larger on your feedback page.
Try calling eBay. Yes they make it difficult!
Check the other feedbacks left by this buyer. Some buyers show that they are difficult to please by the feedback that they leave. If your buyer appears too grumpy, that can be yet another reason for eBay to remove the feedback. This could be the ammunition that you need for eBay to pull their feedback if you call eBay support.
If you must reply, make it short and to the point NOT in CAPS.
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It’s not a good idea to reply to negative feedback with a reply that can be interpreted as even slightly hostile by the next customer.
Lie pleasantly- “Have reached out to buyer and offered a complete refund plus an extra 25% compensation for the annoyance. We were sorry we did not check that the item when purchased from a police auction had in fact been seized from an illegal kipper factory, hence the subtle aroma of hickory smoke.”
What’s the buyer going to do? Ask for their cash dividend? They’ve already left the negative feedback.
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Thank you for your remarks.
“It’s not a good idea to reply to negative feedback with a reply that can be interpreted as even slightly hostile by the next customer”.
Your feedback has been helpful, I guess I wasn’t seeing it as hostile. I reviewed a few other sellers feedback to see what others replied if they even did. I thought mine was tame compared to those I read. LOL.
I honestly was just trying to get a conversation about what others do or don’t. I don’t fret over any of it.-
I see some sellers use their response to a negative feedback as the place to argue. As others have said, that’s a no-go for us.
If we respond, all we say is “Buyer was offered a full refund if returned.” We just want a potential buyer to know we have a policy in place to solve any issue.
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just a technical point, ebay won’t removed feedback if you’ve responded to it. (have no idea why)
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I suppose the “crux of the matter” is- who are you writing for when you write feedback? Seems to me to be a combination of patting the customer on the back for buying and paying promptly, and giving a warm fuzzy feeling to any prospective customers that you’re a really nice eBayer to deal with.
Or maybe not… I suspect that a certain percentage of customers are male, and would be a bit uncomfortable with a warm fuzzy feeling. “Ta for the really fast payment- YOU’RE A REAL DARLING!!! I hope the grommet is a really snug fit in your pumping thing!!!”
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