topic Please Explain. in Selling

Please Explain.

wilneil — Tue, 04 Sep 2012 05:43:36 GMT

We recently listed and sold a pair of Fireking Coffee Mugs. I added postage and sent the invoice to the buyer, next morning I looked at the sold items list and to my amazement I had neutral feedback for the mugs - at this time they hadn't been paid for so they were still sitting in my rack. The feedback stated that they were supposed to be FREE Postage - I had a look at the listing and it clearly stated Postage - Freight.

I contacted the buyer and asked for a copy of the listing it was supplied and showed that as she had stated FREE Postage - how can that be.

The sale has now been cancelled and I have asked that they remove the feedback, will have to wait and see if they oblige or not.

Has anyone else had this happen. At present we are struggling with low ratings and ebay are not very impressed with us, we don't need or want any more problems.

Re: Please Explain.

putney32 — Tue, 04 Sep 2012 05:51:14 GMT

well it shows
Freight for me when I view the listing.

in order to avoid this sort of thing why not just use Aust Post Calculated postate, it will always be correct and the buyers dont get any surprises.

(oh, and your ToS state you open a dispute for non payers and leave neg. feedback ..... its been several years now since a seller can leave a neg. for a buyer, best to delete that line.)

Re: Please Explain.

wilneil — Tue, 04 Sep 2012 06:14:15 GMT

We were using the calculated rate. We use eParcel for our postings and if we have to basically pack, measure and weigh every item to get a calculated rate it is just too much work and too many parcels sitting around. Yes, we need to do an update but the OH is not sure how to do it, and I don't participate in that area of listings, you could say we have a bit of a problem.

It is the Free Post bit that is a worry, how many more times is it going to happen?

Re: Please Explain.

wishuponastarcelebrationsandgifts — Tue, 04 Sep 2012 07:47:14 GMT

I suspect your buyer was using the iphone or android app on their phone.

I have both flat rate and calculated postage, and have had a couple of buyers tell me the same thing this week. Postage shows up fine on my end, but they tell me the listing appears to have free post when they view the item, and then when they proceed to payment the actual postage shows up.

Perhaps ask the buyer if they purchased via their phone to confirm this is the issue and then contact ebay to let them know. It is unfortunate that this reflects badly on sellers as some buyers may think we are modifying the postage charge when it is in fact a bug with the ebay phone app.

Re: Please Explain.

flotsam-jetsom — Tue, 04 Sep 2012 07:50:16 GMT

If the sale was on a Friday - possibly a glitch ?

Re: Please Explain.

foxette-in-sox — Tue, 04 Sep 2012 07:53:41 GMT

At present we are struggling with low ratings and ebay are not very impressed with us,

You have had 4 out of last 8 feedbacks expressing some type of 'displeasure' Wil so you're going to need to do/change the way you do something ASAP

JMO but PLEASE learn to fix listings & do stuff yourself just in case hubby is unavailable for whatever reason 🙂

Re: Please Explain.

*sparklz* — Tue, 04 Sep 2012 08:00:21 GMT

The only way to get that feedback removed now would be to contact ebay and ask for it to be removed as it was not paid for or

Did you send an agreement to mutually cancel that they agreed to or was it mutual agreement away from ebay between you?

If you sent the mutual agreement form and they agreed to it then call ebay and ask them to remove the feedback.

Re: Please Explain.

wilneil — Tue, 04 Sep 2012 11:52:54 GMT

The sale was cancelled through ebay, the buyer agreed to the cancellation. They have tried to remove their feedback but don't seem to know how to do it. How/where do I find a number to ring ebay, I would like the feedback removed.

Thank you all for your help.

Re: Please Explain.

lyndal1838 — Tue, 04 Sep 2012 11:58:06 GMT

The buyer cannot remove the feedback. You have to send them a Feedback Revision Request so they can change it.

Re: Please Explain.

*sparklz* — Tue, 04 Sep 2012 11:59:03 GMT

To call ebay click on Customer Support (top RH corner) then click on Contact eBay and then hover your mouse over account then from the drop down click on report a member and then on the next page click on call us

You will be given a code to enter.

They will be closed now so try tomorrow.

There is no option for anyone to remove the feedback. Only ebay can do that OR you can send a request to revise and hope the agree to do that and change it to a +ive.

Re: Please Explain.

wilneil — Tue, 04 Sep 2012 21:20:30 GMT

Once again, thank you for the help. What would be best, , to ring ebay and ask to have it removed or to contact the buyer and ask them to revise it. I had a very nice email from them admitting that it wasn't our error, but an ebay glitch, and being very apologetic. They had tried to remove it but couldn't figure out how to do it so I think they would be O.K. to revise it.

Next question, where do I find the ask for a revision request and then how do they carry out the revision. They are fairly new and I am totally dumb.

Another one, I see that I can send ebay an email, would that be better than a phone call?

Sorry for all the questions but I have to get it right the first time.

Re: Please Explain.

the-kazbar — Tue, 04 Sep 2012 21:27:28 GMT

You can send a feedback revision from the feedback forum - mouse over the community tab at the top of the page (it is the bottom option). The feedback revision is in the top right hand corner (again, bottom option).

Re: Please Explain.

foxette-in-sox — Tue, 04 Sep 2012 21:29:10 GMT

Wil,here's the link-scroll down & you'll see Request Feedback Revison page in PURPLE,click on that & follow instructions-VERY simple.

Buyer will receive it & just has to tick yes,I agree.

Submitting a Feedback revision request

To submit a Feedback revision request:

Access the Request Feedback Revision page from the Feedback Forum or from the recent Feedback page on My eBay.Request Feedback Revision page.

Review the list of eligible Feedback entries and select the ones you want to request revisions for. The number of Feedback revision requests available to you until the end of the current year is displayed in the top right corner of the

Specify the reason for your request by selecting one of the radio buttons under “Give the buyer a reason for the request.”

Enter any additional info for the buyer in the text box. You can enter up to 500 characters.

Click the Send button to submit your request.

Re: Please Explain.

wilneil — Wed, 05 Sep 2012 02:27:57 GMT

I would like to thank all you very helpful people. I had a chat with ebay, via the computer, and they gave me all the information I should need. I have sent a copy of the conversation to the buyer and a request for feedback revision. Hopefully it will all work out.

Will keep you posted.

thanks again,

Wilma

Re: Please Explain.

*sparklz* — Wed, 05 Sep 2012 04:58:36 GMT

If they do not revise the feedback then CALL ebay and they will remove it while you are on the phone to them.

Not sure why you would not trust what is being said here and then go to the live help that often give the wrong advise.

So was anything they advised different to what you were told here?

Re: Please Explain.

wilneil — Wed, 05 Sep 2012 05:36:04 GMT

Please don't get me wrong, I appreciate the help I have been given. I was unable to figure out how to phone ebay, thought that was what I was supposed to do, I clicked on Have a Chat or some such thing and found I was typing to an ebay rep. They told me pretty much what I had already been told, only difference was they then sent me an email of the conversation, which I was able to send to my buyer. Explained how to go about changing the feedback much better than I could have with just a feedback revision request. Seems she understood it all and the feedback has now been changed to positive, hopefully the stars have been as well.

Once again, thank you for your help. I do appreciate it.

Wilma.

Re: Please Explain.

foxette-in-sox — Wed, 05 Sep 2012 05:37:32 GMT

If they do not revise the feedback then CALL ebay and they will remove it while you are on the phone to them.

Not sure why you would not trust what is being said here and then go to the live help that often give the wrong advise.

So was anything they advised different to what you were told here?

I was wondering same thing as feel like I just wasted my time even though I provided EXACT link & step by step instructions-go figure ;\