Buyer buy incompatible charger - leave neutral feedback

[vip-marketplace]

Hey guys!

So this girl bought a charger from me and it turns out in incompatible with her laptop.

She leaves neutral feedback stating the charger was not compatible with her laptop.

Can we get such a feedback removed?

Thanks!

[i.am.vivian]

Good question.  It's getting harder to get FB removed but there's really only one way to find out.  Call eBay's CS number from the Help & Contact link (top & bottom of page). 

If you want to see what might work, I would say go for the bit about Feedback that is unrelated to a seller's performance. Obviously an incompatibility with a buyer's home equipment is not the fault of the seller, the listing, or even the item for that matter. 

http://pages.ebay.ca/help/policies/feedback-removal.html#what 

[momcqueen]

I'm not certain. The listing says it's 'universal' and the photos say 'guaranteed compatibility' so ebay may allow it to stand as a SNAD rating.

Did you offer the buyer an opportunity to return the item? Perhaps she would be willing to do so in exchange for agreeing to removal the Neutral feedback. 

[ricarmic]

Yep it says universal for 90 W laptops... now I'm not sure how one knows that one has a "90 W" laptop vs "someother W" laptop....

I would suspect the CSAs will side with the buyer because of the universal wording...

I don't think one can predicate the return on removing the feedback, one can ask the buyer to change the feedback if the buyer is happy with the resolution but the ultimate decision is up to the buyer... or so I understand things....

[momcqueen]

You're right, of course, a seller cannot say, "I'll let you return this only if you remove your neutral feedback" but he or she can say something like, "I'd be pleased to accept a Return on this item in hopes you will agree to reconsider the feedback you left for this item with the successful resolution of your Return case."

Thank you, ricarmic, for encouraging me to clarify my previous statement. It was worded in a way that could be construed incorrectly. 

[i.am.vivian]

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@mjwl2006 wrote:

The listing says it's 'universal' and the photos say 'guaranteed compatibility'

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Good point.  I still think the OP should try for a removal anyway.  The seller did not say "guaranteed" and whose to say if the buyer bought it for the wrong kind of equipment.  It can't hurt to ask.  And at least FB doesn't count either way.  

[momcqueen]

It can't hurt to try but I predict they'll tell him to ask the buyer to do it so they don't have to. CSRs treat feedback removal as if it's involuntary organ harvesting.

[i.am.vivian]

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@mjwl2006 wrote:
CSRs treat feedback removal as if it's involuntary organ harvesting.

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LOL!  True.  Well said!  That's about the size of it.    🙂  

[momcqueen]

Honestly! You'd think it kills them!!

[ricarmic]

You've probably already seen this but incase not and if you do decide to go the refund route, here's a link to form letter wordings I use when I have neutrals/negatives, use anything that works for your situation...

http://community.ebay.ca/t5/Seller-Central/Neutral-Negative-ratings-or-threats-thereof-the-form-lett...

[femmefan1946]

I agree that this is a case of Buyer's Remorse.

But for what solace it might be, a neutral doesn't affect your feedback score.

And feedback no longer affects your selling account.

Of course the odd buyer might actually look at the feedback, not many but some.

You could add a Response to the feedback, explaining politely and professionally why this was the buyer's error, not yours.

Keep in mind that Responses make the original feedback stand out more on the page.