EDIT: My brother has the theory that I’m not actually getting human responses. Because it’s Christmas Eve these may actually be bot-responses. But the responses are worded in such a way that it legitimately feels like a human that’s just purposely ignoring what you’re saying, if that makes sense.
Considering that both of the usual communication options (call and chat) weren’t available and it instead asked me to e-mail them, maybe it’s possible. I wanted to get this resolved now so I can just enjoy Christmas, but I guess I’ll try again in a few days.
Original post:
I’m pissed (with Ebay).
A buyer claims an item was damaged before they touched it, even though the item was brand new and shipped safely (all the other orders had no problems.) They show one small dent in the corner. I ask them to show a picture of the package itself to see if there’s an indication of it being damaged during transit. They shrug off the request and I think to myself, you know what fine, I’ll move forward with the request regardless.
Ebay sales-rep assures me twice that I can get the negative-feedback removed after I accept the requested return. I accept the return and even issue a refund without receiving the item because I just want this over with as the buyer is being a pain. A few days later I ask Ebay to remove the negative feedback.
“We can’t remove feedback solely on the grounds that a seller believes a comment is untrue or undeserved.”
I present the transcript of their sales-rep assuring me the feedback can be removed. I also provide the full context of what happened with the order and the return, and then ask what I was supposed to do differently to avoid this situation.
They respond again…They disregard everything, not even answering my question, and say there’s nothing they can do, and that I have to request a feedback revision from my buyer, who I know is still angry for reasons that aren’t my fault.
I respond again, asking them to answer my question and address what the original sales-rep told me.
They respond a third time. Once again they talk past me, telling me my only option is that I have to request a feedback revision from my buyer.
Does one negative-feedback have a significant affect on my sales? No. Do I know what the hell I was supposed to do differently to avoid this outcome? No. Infuriating…