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I just wanted to share that eBay actually removed false negative feedback for me. The buyer stated in the feedback that I didn’t disclose a certain flaw in the listing but I had stated this flaw in both the condition and description fields.
I tried the chatting with a representative first but I’m not sure if that helped or not. The chat representative basically said that she agreed with me but said that I had to go through the negative feedback removal link process. I did that and the negative feedback was removed within an hour.
Anyway, I thought I’d share to let others know it is possible to get false feedback removed.
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Good for you!
I’ve got a neutral I’m thinking about calling in about. Buyer wanted to return his item. No problem I said, use eBay’s return process and I’ll refund you once I receive the item. Nope, Buyer did not want to use eBay for the return, got verbally abusive so I blocked him. I was expecting him to leave negative feedback but he left a neutral about how I stopped answering his messages.
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I’ve got a neutral I’m thinking about calling in about.
Neutrals don’t affect your seller metrics or feedback score at all, so I wouldn’t even spend time with something like this.
I’m not sure I would call eBay about anything at this point. So much simpler to use the automated tools. Returns are a breeze. Feedback removal is quick and easy. Live chat is ok, a lot of waiting.
Kind of amazing to think about what customer service has become.
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said that I had to go through the negative feedback removal link process.
Did eBay remove the negative or did you ask the buyer to reconsider and they changed it?
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Did eBay remove the negative or did you ask the buyer to reconsider and they changed it?
I had success with this one time last year…sold a dumb $20 book and the buyer insisted it was a photo copied book. Had another copy for a book club, my copy was poor font, missing pages, unreadable, stuff like that. My thought was, who knows maybe they had a point. Also it was $20, hardly worth spending more than about 5 minutes on. So I refunded them everything and sent a message apologizing and asking if they could revise the feedback. The positive feedback they left me was much longer than the original negative which wasn’t about me as a seller at all but about how unhappy they were with the book.
This was someone who had like 28 feedback and used eBay two or three times a year. I think those are the main group of users who still leave non-automated feedback. Those and very happy/unhappy customers. Kind of a bummer! But feedback doesn’t matter as much anymore with eBay’s money back guarantee protecting all of us most of the time.
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eBay removed the feedback. I did not have to ask the buyer to remove it. But the eBay chat representative said she didn’t have the ability to remove it unless I went through the Request to Remove Feedback tool and gave me a link (you can also find it if you click on Seller Help). Its description under its link is “If you feel someone has left you improper feedback, you can send us a request to have it removed. We’ll look into it and remove anything that doesn’t follow our policy.”
What I don’t know is if chatting with the eBay representative helped or not. She kind of said she agreed with me and kind of implied the feedback should be removed–but not quite so direct language. But then I was apprehensive, thinking her direction to send me to the request to Remove Feedback was just to get me off the chat but then I did it and the feedback was removed within an hour of submitting the request. Maybe it would have worked if I had gone straight to the request to remove feedback or maybe the representative helped somehow.
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I’m convinced it’s random whether the feedback gets removed. Even if you talk to CS they’ll just run you in circles trying to get you to reply to the feedback instead of getting it outright removed.
Case in point: I had a buyer who was very adamant they wouldn’t return an item and expected a full refund instead. I said, no, ship it back (duh) and they went absolutely ballistic. The feedback they left was really nasty, but absolutely full of things eBay can prove are false:
Seller doesn’t reply to messages -> I responded to every single one.
Seller advertised returns but doesn’t accept them -> Free returns for 30 days.
Feedback removal was denied despite this. CS rep said I should just leave a reply instead. Asked why they’d allow false information to be posted and was told there were two sides to every story. No, there isn’t – the entire transaction happened on your website where every single detail of the sale is recorded, including messages exchanged.
It’s not that serious, but it’s pretty annoying.
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