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@redqube wrote:
Since this thread is about negative feedback received that is not warranted, I will post my situation here instead of starting a new thread.
tyler@ebay please take a look at this. I would greatly appreciate it.
I've been selling digital photos for some time now on ebay (and other things as well). I wanted to experiment with this before going stock. Recently I received a negative feedback from a person who bought the picture several weeks ago.
I checked my email and the photo was sent the day the buyer paid for it. The buyer sends me a message a few weeks later stating that he never received the image. I checked my email and I can confirm that the picture was sent successfully. I contacted him telling him so. I asked the buyer to check his email address inbox carefully and tell me if he could find it. I would have sent him another copy if he did not.
He never answered my question and because he felt my listing was misleading possibly because he expected me to ship something to his home address (although he never clearly specified this), he gave me an unwarranted negative feedback. All my photo listings are concise and clear as to what the buyer is getting. I mention that there is no physical shipping in my listings, only a digital copy sent to their email address. I mentioned this to the buyer with no response. I would have liked to work out something with this unhappy buyer either by sending him another photo for free or by simply refunding him but he did not even give me the chance. I aim to please but this is just an abusive feedback by an unhappy buyer unwilling to communicate. I'm asking to have this feedback removed. The "fake information" he claims can't be substantiated. At worst it's a blatant lie. You can also check my listings and the messages we exchanged. It will prove what I am stating here. Thank you.
Hi @redqube - negative feedback is frustrating, particularly when your customer seems to have misunderstood something.
Your feedback percentage does not impact your eBay account standing and is not something we would consider when evaluating your account performance or any account requests (like larger limits).
When it comes to this particular feedback, I don't see anything on its face that qualifies this for removal. To @momcqueen's point, a digitally delivered good would need to be listed in the proper category in order to avoid any violations. Could you work the cost of printing this out and mailing it into your pricing? If you could, then you may be able to stay in the Fine Art category and the exposure that comes with it.
You're always welcome to contact Customer Support for a review of the transaction itself to see if anything about it qualifies for removal. They're available by phone or social media (Twitter or Facebook). Thanks!
Hi @rose-dee - the classified ad format runs for 30 days, has no Final Value Fee charged and costs US$9.95 to list for sale.
To be clear, the items would need to be listed in the Everything Else>Information Products>Other Information Products (or applicable subcategory) on eBay.com.
When it comes to listings you find that are in violation of these guidelines I can only suggest that you report them for review. While I cannot advise you to list similarly, as that could result in a policy violation for your account if reviewed, I can definitely see how upsetting it would be to see them listed.
I imagine many of your Digital products are patterns of your own design. Have you considered listing them and then printing them out as you receive orders? While this could mean more labour and materials required to fulfill such an order, I imagine there are plenty of folks willing to pay for your expertise.
@retrocorp.inc wrote:
I am also curious about a negative feedback I just received this week, my first, I believe, since doing business on eBay. The Buyer left a negative feedback claiming he did not receive the item posted in the auction. I never received any indication anything was wrong until I saw his negative fb. My first response was to contact him and ask in detail what was wrong with the item. His reply was confusing to say the least.
Buyer claimed he received a cheap photocopy that had been copied 3 times and we fraudulently represented the item. I assured him all our items are original period pieces from the year indicated and we never deal in copies. Buyer also mentioned he wanted a brochure. It was at this point, I suspect, he thought he was purchasing a brochure and did not realize he was purchasing a magazine advertisement, since English is not his first language. Magazine ads range from $5 to $15 and brochures usually start around $20. I refunded his entire purchase price plus shipping since I offer 100% satisfaction guarantee.
tyler@ebay - when you say it is frustrating to garner a negative feedback because a buyer didn't understand the auction, I would argue it is more than frustrating. I have worked for 18 years to maintain 100% positive and in this situation a buyer who does not take the time to understand what they have ordered can falsely ruin a reputation when the real motivation is to demand a refund.
My discontented buyer has accused us of false representation and selling counterfeits to demand a refund - which is ridiculous since I have over 1800 positive feedbacks attesting to the opposite. In this business domain, no one wants to purchase a copy, the original yellowed paper is what the buyer is looking for and any hint of counterfeits would surely disable a business. As I explained to my unhappy Buyer, I gladly refund buyers for any reason whatsoever, there was no need to leave fb. Ironically, I had to contact him to settle the dispute.
Since there is no risk to the buyer on any of our auctions, I am essentially paying for them to inspect my items free of charge. That they can slander our reputations due to their inability to properly understand what they are purchasing seems more than frustrating: it is proof of a biased based market place favouring the buyer.
Am I justified to argue for a removal of this fb or am just not seeing the buyer's perspective? Since all I have ever received are positive fb's for 18 years, I am unsure of my options. At the very least, I plan to reply to the negative fb stating Buyer was reimbursed 100% no questions asked. But obviously, I feel the fb was unwarranted. All opinions are welcome.
Hi @retrocorp.inc - you're always welcome to have Customer Support review the transaction for any violations of Feedback policies that could qualify it for removal. On its face, it doesn't appear to be one that would, however I haven't reviewed the transaction in depth.
I don't disagree that your feedback rating is both impressive, and something other members generally use to gauge both your credibility and your reliability as a seller. From an eBay perspective, we do not consider it in either of those cases for a few reasons (the largest being that feedback is a small representation of your actual work, and an even smaller sample of your customers).
I do think that maintaining 100% positive feedback as a seller is incredible! I also think that it's statistically unsustainable and getting a negative is inevitable. Sometimes you aren't able to satisfy a customer, no matter the lengths that you go to. In those situations, a professional reply to the feedback goes a long way to letting future customers know more about the situation in general, as well as what to expect from you in an unideal situation. Personally, I won't buy from a seller without a neutral or negative - specifically because I want to see what to expect in communication with them should something go awry with my order.
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