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Maybe others know about this, but I didn’t until now. There is a form you can fill out to request removal of an unfair negative or neutral feedback. It is at:
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So I’m trying to fight a negative feedback. He purchased an item. Literally seconds later said I made a mistake. I said I’d cancel. He said NO. He asked for clarification. I answered him back and forth for over a half hour. He said he would pay for fees if not right. He gets it, wants to return it, and does. Then he says I lied and he had to pay all fees. Yet its all there for ebay to see. Then he says that he will not return if I we can come to a mutual agreement or he will remark about it on my feedback? So my real question is, isn’t that against Ebay’s rules? Doesn’t that automatically count as feedback extortion?
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Not entirely sure what the details are of this particular case, but I’d suggest adopting a “standard operating procedure” and sticking to it in cases like this. Going back and forth with a buyer is almost never worth it. They’ll get what they want regardless of whether you’re on board with it. I use “I’m happy to cancel the order if you’re unhappy, just let me know” and “Sorry to hear you’re having trouble. Please open a return and you’ll get your return shipping label automatically.” The only case in which I’d work with a buyer in a return situation is if they could prove there was some kind of damage that was worthy of a partial refund, otherwise it’s “Open a return.” Remember that all the conditions of the sale (shipping, return policy, etc) were known at the time of purchase. Stick to those and ignore any craziness.
In your case I think you could argue for removal via feedback extortion if it were to happen.
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Your story is a bit confusing. You say first “He gets it, wants to return it, and does.”, but then say “he says that he will not return if”.
If he opened a return, but didn’t send it back, then you have no reason to contact him at this point. If he didn’t open a return, then consider one of IndySales statements. Jay & Ryanne had a whole podcast discussing this strategy.
If he leaves negative feedback, you can use the feedback extortion to get it removed.
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Hi Sharyn,
He did return it.
He was extremely vague on what the mistake in buying was. After three messages, it was narrowed to the color of a “part” of the pottery. I said that I could cancel. Yet he said NO I think you answered my questions and I still want it. He said he would pay for shipping if he didn’t like it. He receives it. Says I lied and doctored the photo. Has an attachment of an overexposed snapshot to “prove” that I doctored the photo. He wanted a certain type of blue color. Its light blue. So how many different ways can you describe light blue? He says in that message that he already has a plate exactly like the one he got. And I could either come to a mutual agreement to rectify it or he would make comments to my feedback. I did what Jay said. I just said return it. No further communication. I receive it. I refund minus fees as agreed. He leaves Negative feedback. Isn’t that feedback extortion? I don’t sell enough items to move the needle up on feedback. So I will loose discounts because of this person. I’m sorry but I am so over eBay not protecting sellers. They suggest you work it out with the Buyer. So your suppose to work it out with a liar? I try extremely hard to be overly honest and it just makes me so angry to have my integrity smeared on feedback. Then the injury to insult of eBay not protecting sellers. I’m just venting. I’ve been buying on eBay since 1997. This is my second Negative. I think first in 15 years. Does anyone else feel that what he said is feedback extortion?
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There are times we don’t agree with eBay’s decisions, but if I’m honest, eBay sides with us more times than not. Can’t win them all.
Selling on eBay is our business. Some loss is acceptable. The other option is to sell elsewhere or close our store, but that feels like cutting off our nose to spite our face.
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I’ve tried the form and i feel it’s just another time saver for Ebay and you get a robo-denial.
I did manage to get a human on the line a couple weeks back and have a Neg and Nu removed.
I have 1900-100% and the Ebay reviewed it saw i did the right thing in the sale and basically said as a seller i’ve been very good at following the rules and the buyer was just being a grumpy A-hole(in so many words)
I was shocked and pleased.
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Yes, it sounds like feedback extortion to me. Several people in this thread said the same. If you used the request form, and they found in favor of the buyer, then I would either call eBay directly or contact the “eBay for Business” group on Facebook and try again.
Just be careful and don’t let your emotions dictate your argument. Only state facts. Something like “Buyer purchased and agreed to pay for return shipping if he wanted to return it. Buyer complained about color and returned item. When the shipping was not returned, he stated that we could come to a mutual agreement or he would leave negative feedback. When I refused to return shipping because of our original agreement, he left negative feedback. That is feedback extortion. Please remove it.”. You might want to give the exact message (maybe date & time) and cut and paste his exact words for both the extortion and where he said that he would pay for return shipping.
Don’t get into the weeds about why he returned it, the overexposed photo, how many times he contacted you, etc. That is immaterial to your case. eBay doesn’t want to hear about the drama (as Jay mentioned above).
By the way, there is a whole argument about how color isn’t a good reason for an INAD (unless you promise something blue but deliver something red). Mike from Atlanta has given a very good explanation about how people, cameras, and computer monitors all see or display colors differently, so light blue is a good enough description. I wouldn’t mention it, though, because it isn’t why you are asking for feedback removal.
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I was asking if the consensus was feedback extortion and if that was against eBay rules?
Jay yourself and Ryanne have a great informative podcast that promotes eBay well. Don’t you think that you may actually get some fairer consideration or help when things go wrong?
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Things are rapidly changing for the better at ebay in the CSR realm. The new chat function is excellent. They even send you a transcript of the chat after you are done for your records.
The feedback removal tool is pretty good.
I firmly believe the new leadership team is actively trying to become more seller friendly.
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