Negative Feedback & free returns

[MoCoyotes]

We have free 30 day returns. A few months ago someone left us negative for a new with tags shirt. They said the shirt was nasty and they threw it away. This was not true. It was brand new with tags Under Armour shirt. We called eBay multiple times and they would not remove the feedback saying it was the buyer’s opinion. Even though it was not true. We tried contacting the buyer and they wouldn’t respond. This was a buyer who also sold part time. Sooooo, apparently eBay won’t remove all feedback even if you offer free returns.

[Jay]

Interesting. someone on Youtube said: “Ebay will remove negative feedback if you offer free returns and buyer requests a return. They don’t have to return it, they just have to request it.”

Not sure if true, but that logic means the buyer has to ask for a return. I guess if they just leave negative and dont want a return, then the return stands?

[Ryanne]

sounds like in this case the buyer did not request a return. what we are describing is a buyer opening a return request, not returning the item (i basically think they just wanted the item for free) and then closing the return case and the Neg feedback gets taken off.

[MoCoyotes]

Yeah they didn’t request a return. We’ve had similar negatives removed in the past. This is the first negative we’ve not been able to remove. Crazy too, a NWT item.

[Timo]

I wouldn’t give up easy. Read all other feedback removal guidelines on the eBay website and see if you can get covered under a different guideline. If you think you are covered, be ready to read that guideline to the eBay representative when on the phone.

Also check the other feedbacks left by the buyer to see if they might be classified as generally grumpy or malicious, etc.

Sooner or later you can get a more sympathetic agent. Try to get a US agent when you call by calling at different times of the day, etc.

[Simon]

I think it’s a rumor that offering free returns means you never get negative feedback. There’s no reason why eBay would want that. I’ve seen this same rumor mentioned in multiple places now.

[Liz]

Also consider how much time and energy you are willing to put into removing one negative feedback. One negative is unlikely to impact your sales. Most buyers are going to see one random neg. feedback and not let it stop them from buying.

I do empathize with what a bummer it is to see a negative. I got my first neutral feedback in over 3 years recently. Only positives for years, and then boom. 🙁 What a bummer. 🙁

[VintageTreasures]

I had an interesting experience with removing a negative and a neutral comment last week. I wasn’t going to bother with asking for either to be removed but I was calling about another problem so thought I’d give it a shot.
After the agent couldn’t really help me with what to do about a return request where the buyer was going to switch my item and return a different model I went ahead and asked about the negative and neutral feedback I had. I think the agent felt bad knowing that I was going to get screwed on the return and pretty much just removed the 2 feedbacks without any questions. (I had already briefly explained why I thought they were unfair feedbacks.)
The interesting part was I then asked how I would go about bumping up my store subscription, since I had eBay on the phone already. When the concierge agent saw that I just had a basic store (I got concierge service for a year for going to eBay open in 2018) I sensed shock “Oh, you have a basic store subscription!” and a change in attitude from the agent. Kind of like “Wow, I did all that for such a small seller” – but just my opinion, I could have imagined it I guess…
Anyway, I’m pretty happy that I got the feedback removed and I’m back to 100% positive. I also got the case closed on the fraudulent return after it timed out, so it’s all good!

[scheller_avl]

HELP! Can someone tell me how to change from no returns to 30 day free returns on my account? I can’t find it anywhere or with a google search.

Please and thank you

[Jay]

https://www.ebay.com/help/selling/managing-returns-refunds/handling-return-requests/setting-rules-return-requests?id=4368

[Sharyn]

Either you use the bulk editor (500 listings at a time) and modify shipping in the pull down menu, or you set up business policies as Jay linked to above.

[Author]

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