topic Re: negative feeback and feedback extortion in Selling

negative feeback and feedback extortion

kittinkaboodle — Sun, 13 Jun 2021 12:11:51 GMT

would appreciate some advice -

I rarely have trouble with buyers - if I make a mistake i refund, if I haven't I let it go to dispute, which has occured maybe 3 times in 5 years, and sometimes ebay even finds in my favour

Recently had a dreadful buyer, right from the get go launched into a diatribe of abuse, threatening negative feedback if I didn't give her a refund immediately etc etc. It was clear from a number of her comments she had not read the description at all

got CS involved - she was reproted for abuse and for feedback extrotion

As I couldnt' have a rationale conversation with her, it went to dispute and ebay found in her favour. which was disappointing but not at all unexpected

However she has left negative feedback and a rant

First off - and obviously I have got this wrong - I thought the option to leave feedback was removed when you went to dispute?

Second of all - surely it's not appropriate she can leave feedback when she threatned feedback extortion was reported for feedback extortion?

What are my chances of getting the feedback removed - if any?

She made a number of inaccurate statements in her feedback.

It would be absolutely pointless asking her to revise it.

Is there even an option to have feedback removed any longer?

Any advice?

thanks so much

Re: negative feeback and feedback extortion

davewil1964 — Sun, 13 Jun 2021 12:19:18 GMT

A dispute does not negate feedback leaving.

If the feedback makes any mention of a dispute you can possibly get it deleted. You would need to contact eBay, however. Have all your ducks in a row.

Re: negative feeback and feedback extortion

repentatleisure1952 — Sun, 13 Jun 2021 12:30:10 GMT

Jmo... There are three sides to every story on the boards.

What the seller says happened.

What the buyer says happened.

What really happened.

Again jmo...

When a buyer is displeased with their item to avoid "dispute" etc. their is only message to send...

Sorry to hear you are unhappy with your item...please return for a full refund.

Rinse & repeat if necessary.

Yes of course you "have got this wrong". If you were correct you would not have the neg.

Without knowing what the buyer said in their first message it is very hard to comment further.

Re: negative feeback and feedback extortion

kittinkaboodle — Sun, 13 Jun 2021 12:38:05 GMT

Thanks for your advice

For the record, a small portion of her message...

' Don’t lie. You know the difference, or are you an an idiot? You WILL refund my money. I will be asking eBay and PayPal to do so. And i will be leaving a negative review if you don’t.'

Re: negative feeback and feedback extortion

repentatleisure1952 — Sun, 13 Jun 2021 13:00:27 GMT

You ma be able to have the neg removed if you point eBay to that message.

The thing is what did you say to provoke that response?

Re: negative feeback and feedback extortion

kittinkaboodle — Sun, 13 Jun 2021 13:34:46 GMT

that was her tone right from the get go - her very first message accused me of being a liar and a cheat. My first reply was something along the lines of "I'm so sorry you are less than delighted. I do however need to point out that your concerns are covered in the description - ( for example she complained that the size label was damaged and that I was probably trying to sell a fake garment - I pointed out that I had noted in 3 separate places in the description that the size label had partially come away. her biggest concern was that the dress was "faded" it was not faded - the flash had made the dress look brighter in the first picture- also noted in the description. Also some of the photos were stock photos and the pattern placement varied, again noted in the description) I 'm not claiming to be faultless, but it was pretty difficulty to have a rationale conversation with her.

Re: negative feeback and feedback extortion

curraone — Sun, 13 Jun 2021 20:00:00 GMT

Just to be perfectly clear - what do you mean by "Photos are stock. If worried about actual pattern placement please contact me". Are any of the photos of your actual item?

Re: negative feeback and feedback extortion

annieoakley2000 — Sun, 13 Jun 2021 22:00:02 GMT

Going by the feedback left, this looks more like a classic problem buyer.

The dress purchased looks lovely in the pictures; several pictures on a mannequin and most likely one stock photo of a real person wearing it. The description is also very clear as to what type of dress one is buying.

If you look at the pictures, the "fading" the buyer is having a rant over is part of the dress itself. It goes from a full floral pattern bodice to fading into a white skirt.

If the buyer has already been reported for feedback extortion, recorded by Customer Service, that should have been a reason for feedback removal, let alone in the rant the buyer mentions E-bays involvement.

The seller should contact customer service again (and probably again and again as often as necessary) quoting the above, until the feedback is removed and the seller should also keep at E-Bay to have the refund reversed.

This is going to be a battle in itself, but definitely worth the effort, considering E-bay generally applies their own policies based on the full moon or the moon on the wane !

Re: negative feeback and feedback extortion

eol-products — Sun, 13 Jun 2021 22:29:56 GMT

Just for future reference it is always good to mention that a stock photo is used and may differ from the item at the top that way there is less problems with buyers. But it is not guaranteed as some buyers don't read descriptions at all. I have a current chargeback with a buyer with an item they claim I sent the wrong one and funny thing is ebay must have got them to send it back and it matches the pictures and still they want a full refund including postage. All this for a $14 item.

Re: negative feeback and feedback extortion

springyzone — Sun, 13 Jun 2021 23:11:44 GMT

I think you did strike a rude and difficult buyer in some respects, going on what she wrote in a private message to you. The dress itself looks lovely and you may be able to get the feedback removed as she does mention winning a dispute.

However, I think she was genuinely furious and I have to tell you, if I saw that feedback as a potential future buyer, I would look at the ad and I'd be inclined to take notice of her comments because she has some relevant points.

1. If you are selling a high end designer frock second hand, I think it is fair enough to expect all the photos to be of the actual garment.

You mentioned a few times in your ad the photos were stock and to contact you if wanting to see the actual pattern placement.

From that description, I would not even be sure if any of the photos were of the actual garment. I am assuming some are, but I think you introduced an element of doubt over even that.

2. The pattern placement matters!!!

Stop asking people to message you if they have any questions about pattern placement and just make sure your photos clearly show it and that customers know that the photos are of the article in your possession.

In your position, tempting as it is to add the photos of the model (which I am assuming are the only stock photos?) I would probably leave those out because the pattern placement is very different. Or of you really want to include one, mention in your ad such as-Attention, photo of model in frock is a stock photo to show how the dress may look when on but see actual item photos for pattern placement on the item I am selling.

3. You say the lady was disappointed in that the colours looked faded but you mentioned in the ad that the flash made colours look brighter than they actually were. I can't see any such mention. Maybe I have overlooked it, but I can't see anything like that.

4. You mention the dress has a V shaped back but one of your photos has the V showing at the front of the mannequin, whereas all others showed a rounded neckline. It would have been better to photograph the back of the mannequin if that is where the V goes. Again, it confused me as you had said they were stock photos in the ad so i even wondered if it was the same frock I was seeing.

To sum up, I think you have some great items but I also think you need to use your own photos only or at least spell out which are stock and which are not I'd avoid stock photos on items that have a completely different pattern placement and I'd aim to have colours reasonably accurate in photos or else mention it.

Re: negative feeback and feedback extortion

springyzone — Sun, 13 Jun 2021 23:36:39 GMT

By way of a PS. as time ran out to edit.

I was intrigued by the lady's comment that the photos were of a frock you sold years ago.

That info is not in the listing so is that something you told her via messages?

And is that the case? Is it true that none of the photos in the listing are of the actual frock you sold?

If that is the case, then I can understand why ebay sided with the buyer.

Or was that one of the inaccurate statements you were referring to?

Wow, really better to use all your own photos, what a confusing mess.

Re: negative feeback and feedback extortion

asporty — Sun, 13 Jun 2021 23:58:43 GMT

Only chance is to go for ebay's feedback revision request. I was really surprised as ebay recently removed a negative that a buyer had left for me for item not as stated. I pointed out in my request to ebay that I had in fact clearly stated that fact in my listing, and ebay sided with me.

I certainly did not expect that so it was a very pleasant surprise.

Re: negative feeback and feedback extortion

justkidzbiz — Mon, 14 Jun 2021 17:12:41 GMT

Also good to mention in listings, (apologies if this has already been said) a reference to the fact that monitors differ depending on settings etc and colours may appear darker or lighter than the actual item. If in doubt, email prior to bidding or buying.

Re: negative feeback and feedback extortion

puzzlem — Tue, 15 Jun 2021 04:15:27 GMT

Sorry for your experience.

I have no confidence in ebay supporting the sellers.

I had a neutral feedback saying postage was way overcharged which was not true.

I messaged the buyer asking why he thought I overcharged and there was no reply.

I used the new "report buyer" link on the feedback page and all ebay does is send a message to the buyer saying I wanted the feedback revised and telling me that if the buyer doesn't reply or revise I should "respect their decision" !!!!

There is no-one in ebay who looks into our problems with buyers. It is all automatic.

They do no more than we can do ourselves by messaging the buyer.

My buyer has even replied to my comment on my feedback that he checked the AU calculator and it said it should have been under $13.00 and that would only be if he had not put in the weight and dims.

I can't even reply to that now.

Re: negative feeback and feedback extortion

gutterpunkz05 — Tue, 15 Jun 2021 05:52:28 GMT

Hi Kit, I thought this might have been resolved by now, seeing as the FB references an ebay dispute, but

I see the Red Dot still remains, so you might try this.

Contact ebay CS, advise them that the FB is Defamatory and request it be removed.

Best of luck

Re: negative feeback and feedback extortion

acermacca — Tue, 15 Jun 2021 23:44:33 GMT

Contact ebay again and speak to a supervisor if the supervisor still thinks its not extortion ask her to run it past the team manager. That message surely should be classed as feedback extortion.

You WILL refund my money. I will be asking eBay and PayPal to do so. And i will be leaving a negative review if you don’t.'

Re: negative feeback and feedback extortion

kittinkaboodle — Thu, 17 Jun 2021 22:34:28 GMT

update

@kittinkaboodle wrote:
Hi
would appreciate some advice -
I rarely have trouble with buyers - if I make a mistake i refund, if I haven't I let it go to dispute, which has occured maybe 3 times in 5 years, and sometimes ebay even finds in my favour
Recently had a dreadful buyer, right from the get go launched into a diatribe of abuse, threatening negative feedback if I didn't give her a refund immediately etc etc. It was clear from a number of her comments she had not read the description at all
got CS involved - she was reproted for abuse and for feedback extrotion
As I couldnt' have a rationale conversation with her, it went to dispute and ebay found in her favour. which was disappointing but not at all unexpected
However she has left negative feedback and a rant
First off - and obviously I have got this wrong - I thought the option to leave feedback was removed when you went to dispute?
Second of all - surely it's not appropriate she can leave feedback when she threatned feedback extortion was reported for feedback extortion?
What are my chances of getting the feedback removed - if any?
She made a number of inaccurate statements in her feedback.
It would be absolutely pointless asking her to revise it.
Is there even an option to have feedback removed any longer?
Any advice?
thanks so much

feedback will be removed - if it hasnt' already. It was surprisingly easy. I contacted CS and put in the summarise the issue bar that I wasnt' feedback removed as it violated ebay policies. I provdided the item number. Teh CS rep asked for a few minutes to view the case and then immediatley contacted me back stating "Please allow me to share that I've removed the feedback from your account successfully as it'll get updated within the next 24-48 hours. Hence you're not required to worry further."

That was it. I mean i know thats how it SHOULD work, but I was really prepared to get the run around

Thanks so much to all of you who actually answered my question and attempted to assist and offer advice and support