I recently sold a nice vintage robe that I washed, made a small repair to and ironed before sending out. The buyer immediately sent me neg feedback saying the item wasn't as pictured and smelled bad. I contacted them and told them I wished they would have contacted me so I could have resolved the problem. After all it was only a $15 item. I would have gladly refunded them to make peace. I got no reply and so later left them feedback saying : Did not communicate problem before leaving negative feedback.
Ebay sent me an email saying: Your eBay account privileges have been limited from buying or selling for 3 days because of a violation of one or more of our Feedback policies,
MY QUESTION IS: is it because I said " negative feedback" that this happened?
I lost it for a second while I was limited and tried to buy something and got a large message saying I couldn't buy anything during this time. Isn't that sort of like shooting yourself in the foot??
Wednesday, April 27, 2011
A board angel smiles
We're not sure how many board angels there are, but here's a report of one of them. This is a posting to the feeback board from a Norwegian seller 27 April 2011.
Negative removed by ebay agent Valis. Read this and take heart.
Apr 27, 2011 2:16 AM
Report
Below is the follow up email + answer + answer after the neg suddenly disappeared from my profile. The history to this you can find in 3 recent posts by me (kenorric).
------------------------------------------------------------------------------------------
> Dear Keith,
>
> I'm sending this email in response to your recent discussion board
post
> regarding the negative Feedback that boeskerie0117 left for you. My
name
> is Valis and I will be happy to assist you.
>
> After reading through your posts and your numerous emails to our
> Customer Support department, I wasn't sure why the negative Feedback
was
> not removed so I decided to review your case myself. As you pointed
out
> in your email, the negative Feedback corresponds to a purchase that
was
> made almost immediately after the buyer posted a neutral Feedback
> calling you a complete fraud. Given their strong feelings towards that
> transaction, it is highly unlikely that they entered into the
successive
> purchase with any intention other than to simply leave additional poor
> Feedback. Therefore, I removed the negative rating under our Unwelcome
> and Malicious Buying policy, and took action to address this matter
with
> boeskerie0117. I'm sorry that I didn't have the opportunity to follow
up
> with you yesterday when I completed the removal as I was trying to get
> it done before I had to leave the office. I also want to apologize for
> the difficulty you've experienced in getting this matter resolved and
I
> will make sure to review the details of this case with the other
agents
> that assisted you previously so that we can hopefully avoid similar
> situations in the future.
>
> I appreciate your patience while this matter was under review and I
> would like to congratulate you on maintaining Top-Rated Seller status
> consistently for the past year. This is no small feat and certainly
> shows your dedication to providing a great experience for your
> customers. Thank you for continuing to make eBay a part of your
business
> and I wish you the best of luck in all of your future transactions.
>
> Sincerely,
> Valis
--------------------------------------------------------------------------------------
Dear Valis,
I have to admit that I am grateful, impressed and relieved in equal
portions.
You have handled and answered all my concerns in one simple message.
Thank you for taking responsibility for this case, my opinion of ebay has
lept back up as a direct result of your decisive action.
Are you a supervisor, senior consultant, agent or what? How did you come
across my situation, and what made you look into the case so thoroughly as
to understand the nature of the buyers actions? It would have been easy to
leave me frustrated and do nothing. The other agents did. You must be aware
of other equally bad or in some cases worse injustices on that same
'feedback discussion board'. Do you, or someone with equal courage as you,
look at all of the postings? I am intrigued to understand the mechanics of
your justice system at ebay. One hears so many conflicting opinions.
One more thing, I promised that I would post the reason for the neg removal.
May I post this message from you in full? I think it would be excellent p.r.
for ebay, but you might get some tricky cases to sort out when others read
about your competence.....
With Thanks
Keith Richardson
---------------------------------------------------------------------------------------------
Dear Keith,
Thank you for your response.
You are welcome to post our correspondence in the discussion board if
you choose. It is unfortunate that we do not have a team dedicated to
reviewing issues that surface on the boards and that is definitely
something I wish I had the power to change (I am simply an agent). For
now, we are restricted from participating directly and can only read the
boards when our free time allows, so it was fortunate that I came across
your post. As you can imagine, there are a great many cases we never get
to see.
With regard to your situation in particular, I am not sure why it was
not addressed more accurately and resolved sooner, and I am sorry for
any frustration or confusion that we caused. It is something that I am
following up on internally, however.
I appreciate the opportunity to assist you in this matter. If you need
further assistance, please don't hesitate to reply to this email and let
us know.
Sincerely,
Valis
______________________________________________
There are some lessons to be learned from this if you are one of the many sellers with an unjust feedback.
1) not all agents act in the same way.
2) an agent has limited time to spend on any one case.
3) a carefully laid out complaint with clear information and statement of which policy has been infringed has a better chance of sucess.
4) use only actual data, provable facts and logical conclusions in your complaint. Definitely no emotion of any kind. Try to have every single bit of information on record, even if some of it might harm your case. Hide nothing - honesty has its own power.
5) if you have behaved professionally throughout and have resisted making personal comments, you improve your chances.
6) if your own conduct is even a little suspect in any way, the complaint may be compromised.
7) a case needs to be pretty solid to suceed, you can't expect an agent to read between the lines.
8) even complex cases can be explained clearly; before submitting a complaint, have someone read through it.
9) persevere until you get a full and proper answer, but recognise that it might not be the answer you want. Don't accept a general pat-on-the-head, make sure the answer shows that the agent has understood the situation properly.
Good luck to all.
Negative removed by ebay agent Valis. Read this and take heart.
Apr 27, 2011 2:16 AM
Report
Below is the follow up email + answer + answer after the neg suddenly disappeared from my profile. The history to this you can find in 3 recent posts by me (kenorric).
------------------------------------------------------------------------------------------
> Dear Keith,
>
> I'm sending this email in response to your recent discussion board
post
> regarding the negative Feedback that boeskerie0117 left for you. My
name
> is Valis and I will be happy to assist you.
>
> After reading through your posts and your numerous emails to our
> Customer Support department, I wasn't sure why the negative Feedback
was
> not removed so I decided to review your case myself. As you pointed
out
> in your email, the negative Feedback corresponds to a purchase that
was
> made almost immediately after the buyer posted a neutral Feedback
> calling you a complete fraud. Given their strong feelings towards that
> transaction, it is highly unlikely that they entered into the
successive
> purchase with any intention other than to simply leave additional poor
> Feedback. Therefore, I removed the negative rating under our Unwelcome
> and Malicious Buying policy, and took action to address this matter
with
> boeskerie0117. I'm sorry that I didn't have the opportunity to follow
up
> with you yesterday when I completed the removal as I was trying to get
> it done before I had to leave the office. I also want to apologize for
> the difficulty you've experienced in getting this matter resolved and
I
> will make sure to review the details of this case with the other
agents
> that assisted you previously so that we can hopefully avoid similar
> situations in the future.
>
> I appreciate your patience while this matter was under review and I
> would like to congratulate you on maintaining Top-Rated Seller status
> consistently for the past year. This is no small feat and certainly
> shows your dedication to providing a great experience for your
> customers. Thank you for continuing to make eBay a part of your
business
> and I wish you the best of luck in all of your future transactions.
>
> Sincerely,
> Valis
--------------------------------------------------------------------------------------
Dear Valis,
I have to admit that I am grateful, impressed and relieved in equal
portions.
You have handled and answered all my concerns in one simple message.
Thank you for taking responsibility for this case, my opinion of ebay has
lept back up as a direct result of your decisive action.
Are you a supervisor, senior consultant, agent or what? How did you come
across my situation, and what made you look into the case so thoroughly as
to understand the nature of the buyers actions? It would have been easy to
leave me frustrated and do nothing. The other agents did. You must be aware
of other equally bad or in some cases worse injustices on that same
'feedback discussion board'. Do you, or someone with equal courage as you,
look at all of the postings? I am intrigued to understand the mechanics of
your justice system at ebay. One hears so many conflicting opinions.
One more thing, I promised that I would post the reason for the neg removal.
May I post this message from you in full? I think it would be excellent p.r.
for ebay, but you might get some tricky cases to sort out when others read
about your competence.....
With Thanks
Keith Richardson
---------------------------------------------------------------------------------------------
Dear Keith,
Thank you for your response.
You are welcome to post our correspondence in the discussion board if
you choose. It is unfortunate that we do not have a team dedicated to
reviewing issues that surface on the boards and that is definitely
something I wish I had the power to change (I am simply an agent). For
now, we are restricted from participating directly and can only read the
boards when our free time allows, so it was fortunate that I came across
your post. As you can imagine, there are a great many cases we never get
to see.
With regard to your situation in particular, I am not sure why it was
not addressed more accurately and resolved sooner, and I am sorry for
any frustration or confusion that we caused. It is something that I am
following up on internally, however.
I appreciate the opportunity to assist you in this matter. If you need
further assistance, please don't hesitate to reply to this email and let
us know.
Sincerely,
Valis
______________________________________________
There are some lessons to be learned from this if you are one of the many sellers with an unjust feedback.
1) not all agents act in the same way.
2) an agent has limited time to spend on any one case.
3) a carefully laid out complaint with clear information and statement of which policy has been infringed has a better chance of sucess.
4) use only actual data, provable facts and logical conclusions in your complaint. Definitely no emotion of any kind. Try to have every single bit of information on record, even if some of it might harm your case. Hide nothing - honesty has its own power.
5) if you have behaved professionally throughout and have resisted making personal comments, you improve your chances.
6) if your own conduct is even a little suspect in any way, the complaint may be compromised.
7) a case needs to be pretty solid to suceed, you can't expect an agent to read between the lines.
8) even complex cases can be explained clearly; before submitting a complaint, have someone read through it.
9) persevere until you get a full and proper answer, but recognise that it might not be the answer you want. Don't accept a general pat-on-the-head, make sure the answer shows that the agent has understood the situation properly.
Good luck to all.
Tuesday, April 26, 2011
When NPB can leave neg
Some believe that a non-paying buyer can not leave negative fb, or that if they do, ebay will remove the neg if seller closes the UID with buyer receiving a strike.
While generally true, there is a broad category of exception: when buyer and seller have had communication before the UID was filed.
A contemporary story involves a seller who was negged after he determined that buyer's repeated requests for more detailed authentication were some kind of game, and ceased to reply. Then, seller filed and closed the UID. Buyer negged. Ebay continues to refuse to remove the neg:
Because I did not respond to his last question eBay states that his feedback is warranted and I did not provide the proof he was requesting
Neg from 22 Apr 2011:
couldn't provide watch authentication, and doesn't communicate when contacted.
While generally true, there is a broad category of exception: when buyer and seller have had communication before the UID was filed.
A contemporary story involves a seller who was negged after he determined that buyer's repeated requests for more detailed authentication were some kind of game, and ceased to reply. Then, seller filed and closed the UID. Buyer negged. Ebay continues to refuse to remove the neg:
Because I did not respond to his last question eBay states that his feedback is warranted and I did not provide the proof he was requesting
Neg from 22 Apr 2011:
couldn't provide watch authentication, and doesn't communicate when contacted.
Monday, April 25, 2011
Blocked buyer with 2nd ID bids & negs Update: gone
Update: neg is gone.
Here's seller's report of the successful discussion with ebay:
Called up ebay, confirms IDs link, looks like it can take days for investigation.
===
When ebay members get into beefs, they can misbehave.
One such misbehavior is malicious buying, buying with the intent to leave neg, usually in retaliation for some past insult.
When ebay detects that, they act forcefully and quickly. The malicious one is summarily booted off ebay, at least for a while.
However, the facts can be unclear, when the malicious account is a little or a lot different from the insulted account. Occasionally seller sees this coming, the winning buyer looks familiar, then pays, and seller faces a dilemma.
1. Seller ships. If buyer negs and ebay sees the evidence, ebay boots the malicious buyer, including all such accounts.
2. Seller refunds, and refuses to ship. If buyer negs in this case, claiming NPS, we've never seen the neg removed.
However, we now have a test case.
Claimed malicious neg 24 Apr 2011
SHM
Member id dietitian4u ( Feedback Score Of 121Teal star icon for feedback score in between 100 to 499)
Apr-24-11 20:57
*
Reply by ibeautycounter (Apr-24-11 21:13):
Blocked malicious reseller, bypass blk, buy using this ID.
o
Follow-up by dietitian4u (Apr-25-11 02:35):
paid for items and never received! how does that make me malicious??
Seller chose not to ship.
The details of buyer's account, and exactly how related to some earlier account, is not public.
Will it stay or will it go?
Here's seller's report of the successful discussion with ebay:
Called up ebay, confirms IDs link, looks like it can take days for investigation.
===
When ebay members get into beefs, they can misbehave.
One such misbehavior is malicious buying, buying with the intent to leave neg, usually in retaliation for some past insult.
When ebay detects that, they act forcefully and quickly. The malicious one is summarily booted off ebay, at least for a while.
However, the facts can be unclear, when the malicious account is a little or a lot different from the insulted account. Occasionally seller sees this coming, the winning buyer looks familiar, then pays, and seller faces a dilemma.
1. Seller ships. If buyer negs and ebay sees the evidence, ebay boots the malicious buyer, including all such accounts.
2. Seller refunds, and refuses to ship. If buyer negs in this case, claiming NPS, we've never seen the neg removed.
However, we now have a test case.
Claimed malicious neg 24 Apr 2011
SHM
Member id dietitian4u ( Feedback Score Of 121Teal star icon for feedback score in between 100 to 499)
Apr-24-11 20:57
*
Reply by ibeautycounter (Apr-24-11 21:13):
Blocked malicious reseller, bypass blk, buy using this ID.
o
Follow-up by dietitian4u (Apr-25-11 02:35):
paid for items and never received! how does that make me malicious??
Seller chose not to ship.
The details of buyer's account, and exactly how related to some earlier account, is not public.
Will it stay or will it go?
Saturday, April 16, 2011
What happens when you submit that NPS report
Dear member,
We're sorry to hear that you are having difficulties completing a
transaction with your seller. If you've paid for an item but have not
received it, please disregard this email and review eBay's buyer
protection programs at:
http://pages.ebay.com/help/buy/protection-programs.html
However, if you have not yet paid your seller, there are a couple things
you can do:
-- Contact your seller --
If you have not been in contact with your seller, we recommend that you
try calling your seller. There may be a good reason why your seller
hasn't contacted you yet and you might be able to clear this up with a
phone call. To get the seller's phone number:
1. Click the "Advanced Search" link at the top of most eBay pages.
2. Click the "Find contact information" link under the "Members" heading
on the left side of the page.
3. Enter the member's user ID and the item number.
4. Click the "Search" button. You may be asked to sign in.
We'll send you an email with the seller's contact information, and we'll
also send the seller your contact information.
-- Leave the appropriate Feedback and rate the seller --
If for whatever reason your seller is unwilling or unable to complete
the sale, we encourage you to leave the appropriate Feedback and
detailed seller ratings (DSRs) for them. As a buyer, you don't have to
worry about retaliatory Feedback from your seller since sellers can only
leave positive Feedback for their buyers or not leave any at all. By
contributing to the seller's detailed seller ratings you help eBay
evaluate the seller's ability to continue listing on the eBay site.
Sellers must have a minimum of 4.3 over the past 30 days in all four
DSRs in order to list: item as described, communication, shipping time,
and shipping and handling charges. It's important for other members to
know about your good and bad experiences with this seller don't be
afraid to be honest.
To learn more about the Feedback process, visit:
http://pages.ebay.com/help/feedback/questions/leave.html
To learn more about how detailed seller ratings work, visit:
http://pages.ebay.com/help/feedback/detailed-seller-ratings.html
Leaving the appropriate Feedback and DSRs for your seller is the best
way to share your experience with the seller with us. Moreover, please
note that action will only be taken based on the seller's Feedback and
detailed seller ratings, so we encourage you to follow through.
Sincerely,
eBay Trust and Safety team
Please don't reply to this message. It was sent from an address that
doesn't accept incoming email.
We're sorry to hear that you are having difficulties completing a
transaction with your seller. If you've paid for an item but have not
received it, please disregard this email and review eBay's buyer
protection programs at:
http://pages.ebay.com/help/buy/protection-programs.html
However, if you have not yet paid your seller, there are a couple things
you can do:
-- Contact your seller --
If you have not been in contact with your seller, we recommend that you
try calling your seller. There may be a good reason why your seller
hasn't contacted you yet and you might be able to clear this up with a
phone call. To get the seller's phone number:
1. Click the "Advanced Search" link at the top of most eBay pages.
2. Click the "Find contact information" link under the "Members" heading
on the left side of the page.
3. Enter the member's user ID and the item number.
4. Click the "Search" button. You may be asked to sign in.
We'll send you an email with the seller's contact information, and we'll
also send the seller your contact information.
-- Leave the appropriate Feedback and rate the seller --
If for whatever reason your seller is unwilling or unable to complete
the sale, we encourage you to leave the appropriate Feedback and
detailed seller ratings (DSRs) for them. As a buyer, you don't have to
worry about retaliatory Feedback from your seller since sellers can only
leave positive Feedback for their buyers or not leave any at all. By
contributing to the seller's detailed seller ratings you help eBay
evaluate the seller's ability to continue listing on the eBay site.
Sellers must have a minimum of 4.3 over the past 30 days in all four
DSRs in order to list: item as described, communication, shipping time,
and shipping and handling charges. It's important for other members to
know about your good and bad experiences with this seller don't be
afraid to be honest.
To learn more about the Feedback process, visit:
http://pages.ebay.com/help/feedback/questions/leave.html
To learn more about how detailed seller ratings work, visit:
http://pages.ebay.com/help/feedback/detailed-seller-ratings.html
Leaving the appropriate Feedback and DSRs for your seller is the best
way to share your experience with the seller with us. Moreover, please
note that action will only be taken based on the seller's Feedback and
detailed seller ratings, so we encourage you to follow through.
Sincerely,
eBay Trust and Safety team
Please don't reply to this message. It was sent from an address that
doesn't accept incoming email.
Paying by paypal for multiple items?
Paypal might hold you payment if...
PayPal finally gave a reason. They stated that the payments were automatically placed in review for the following two reasons, listed in descending order of importance:
1. Not paying all 4 auctions with one single payment; and
2. Paying the least expensive first and the most expensive last.
PayPal finally gave a reason. They stated that the payments were automatically placed in review for the following two reasons, listed in descending order of importance:
1. Not paying all 4 auctions with one single payment; and
2. Paying the least expensive first and the most expensive last.
Thursday, April 14, 2011
Seller TOS has no formal effect
From time to time we see where people believe that if they put something in their TOS expressing requirements/demands upon buyer, and buyer does not follow that TOS, negging instead, that ebay will protect such a seller.
Not.
Here's a story:
My listing: 290552748008
It was for a code off a playing card to receive an item in an online game. I have been scammed out of codes by low feedback bidders saying the code didn't work or that they received a wrong item. Since, I can't track the codes once sold to make sure they were used I posted on the listing no bidders under 25 feedback & 100% feedback scores. In the past I have had many buyers under 25 feedback and was able to come to agreements on selling them the code once I explained my situation & that it was no reflection on them personally, I just needed to protect myself. I would request that they send me a message via eBay messaging saying they would not, under any circumstances, request a refund or second code (IE: if the code didn't work or they received a wrong item) & that they were more than welcome to contact my previous low feedback winners to make certain they had the same request & received the proper code. If they were uncomfortable with this I have always refunded their money minus the fees their bidding cost me (since it clearly stated on each listing: I DO NOT ACCEPT BIDS FROM BIDDERS UNDER 25 FEEDBACK).
I received a bid from someone with no feedback and when I offered the solution they wrote almost incomprehensible gibberish back to me saying I was causing drama and I needed to send them their code. After several back and forths I accepted their refusal to come to an agreement of terms and refunded their money. Now I have a glaring negative feedback. What can I do about this?! I have had 100% positive feedback for years and this is distressing!
I have filed a case with the buyer saying I wish to cancel the transaction and refunded the money like eBay had suggested I just don't know if I am going about this in the right way. On a side note eBay needs SELLER PROTECTION!
Then
I went ahead and called eBay live. Took forever to find their phone#...
I was unable to get the negative feedback reversed however the gentleman read over my messages back and forth and said he would block buyers from seeing what the person said. He also advised me to respond to the negative feedback & open a request to have the buyer remove the negative feedback. I did respond however I think requesting this @$$ to remove their negative feedback will be a waste of my time so I'm not going to do that.
I have since updated all my code sale listings and will be mailing than rather than emailing them. And have put more specific forewarning on my listings. Hopefully that will deter low feedback buyers in the future.
Thanks for all the help!
Not.
Here's a story:
My listing: 290552748008
It was for a code off a playing card to receive an item in an online game. I have been scammed out of codes by low feedback bidders saying the code didn't work or that they received a wrong item. Since, I can't track the codes once sold to make sure they were used I posted on the listing no bidders under 25 feedback & 100% feedback scores. In the past I have had many buyers under 25 feedback and was able to come to agreements on selling them the code once I explained my situation & that it was no reflection on them personally, I just needed to protect myself. I would request that they send me a message via eBay messaging saying they would not, under any circumstances, request a refund or second code (IE: if the code didn't work or they received a wrong item) & that they were more than welcome to contact my previous low feedback winners to make certain they had the same request & received the proper code. If they were uncomfortable with this I have always refunded their money minus the fees their bidding cost me (since it clearly stated on each listing: I DO NOT ACCEPT BIDS FROM BIDDERS UNDER 25 FEEDBACK).
I received a bid from someone with no feedback and when I offered the solution they wrote almost incomprehensible gibberish back to me saying I was causing drama and I needed to send them their code. After several back and forths I accepted their refusal to come to an agreement of terms and refunded their money. Now I have a glaring negative feedback. What can I do about this?! I have had 100% positive feedback for years and this is distressing!
I have filed a case with the buyer saying I wish to cancel the transaction and refunded the money like eBay had suggested I just don't know if I am going about this in the right way. On a side note eBay needs SELLER PROTECTION!
Then
I went ahead and called eBay live. Took forever to find their phone#...
I was unable to get the negative feedback reversed however the gentleman read over my messages back and forth and said he would block buyers from seeing what the person said. He also advised me to respond to the negative feedback & open a request to have the buyer remove the negative feedback. I did respond however I think requesting this @$$ to remove their negative feedback will be a waste of my time so I'm not going to do that.
I have since updated all my code sale listings and will be mailing than rather than emailing them. And have put more specific forewarning on my listings. Hopefully that will deter low feedback buyers in the future.
Thanks for all the help!
Saturday, April 2, 2011
Yet another neg removed simply for being unfair
This neg was left by buyer:
COMES UP VERY SMALL TERRIBLE BOTTOMS Seller: Member id borrett1982 ( Feedback Score Of 99) Mar-25-11 15:00
Reply by borrett1982 (Mar-29-11 11:49):
????????????? I Dont understand - please contact me!
-- (#260748635038) -- View Item
Neg was removed. This mail was posted to the fb board:
"[i
]Thanks for writing back regarding the negative feedback you received
from your buyer "mickys-2008" for the jeans (item 260748635038) they've
purchased. I understand that your buyer has declined your request for
feedback revision, I'll be happy to assist you further.
I've checked your listing for the jeans and compare the feedback you
received and I'm pleased to let you know that the feedback can be
removed. Please note that our decision to remove the Feedback does not
constitute us finding that the identified Feedback is defamatory or
otherwise unlawful.
As you're a seller you would have received Detailed Seller Ratings as
part of this buyer's feedback, please bear in mind that these will also
be removed and your scores will be recalculated. It may take a few hours
for the Feedback to disappear from the website as this requires input
from our technical team.
I trust this has helped to ease your concern. I wish you all the best in
your future transactions with eBay."
COMES UP VERY SMALL TERRIBLE BOTTOMS Seller: Member id borrett1982 ( Feedback Score Of 99) Mar-25-11 15:00
Reply by borrett1982 (Mar-29-11 11:49):
????????????? I Dont understand - please contact me!
-- (#260748635038) -- View Item
Neg was removed. This mail was posted to the fb board:
"[i
]Thanks for writing back regarding the negative feedback you received
from your buyer "mickys-2008" for the jeans (item 260748635038) they've
purchased. I understand that your buyer has declined your request for
feedback revision, I'll be happy to assist you further.
I've checked your listing for the jeans and compare the feedback you
received and I'm pleased to let you know that the feedback can be
removed. Please note that our decision to remove the Feedback does not
constitute us finding that the identified Feedback is defamatory or
otherwise unlawful.
As you're a seller you would have received Detailed Seller Ratings as
part of this buyer's feedback, please bear in mind that these will also
be removed and your scores will be recalculated. It may take a few hours
for the Feedback to disappear from the website as this requires input
from our technical team.
I trust this has helped to ease your concern. I wish you all the best in
your future transactions with eBay."
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