Ebays new policies

[symbolic-group]

Recently, a customer posted negative feedback, breaking our 100% feedback rate, I have fought hard to maintain this 100% feedback rate.

The customers issue was unjustified, stating in the feedback for the GoPro selfie stick that the remote control that appears in SOME of the photos wasn't included, issue is in the listing description we clearly state 'remote control NOT included', yet another case of customers not reading descriptions when browsing from a mobile device. The customer also didnt communcate with us prior to this AND initiated return with Ebay, without our knowledge of any issue until Ebay had AUTOMATICALLY granted the return and item was on its way back.

I called Ebay about this immediately, explained the situation, and they agreed the customer was at fault, even giving their account a strike for the way they handled this issue, the Ebay rep said the feedback would be removed, and customer wont be reimbursed for the return postage cost.

24 hours goes by, the customers feedback comment had been removed by Ebay, but the negative feedback its self was still present, meaning we still had below 100% and sales had noticably dropped in this time frame (consumer psychology, they will be more likely to purchase from a store that has 100% feedback, hence why I fight hard to maintain this). I call Ebay again and ask why this hasent been removed, informing them sales have dropped because of this, the rep is equally outraged and says she will get it fixed immediately and start an investigation as to why the guy the day before didnt totally remove it.

I wait another 24 hours, its still there, sales continue to drop. I call Ebay again, now quite angry as you'd expect... After being on the phone for atleast 20 minutes with this rep, she finally finds out the issue...

Ebay is unable to remove negative feedback while a dispute on that item is open...

So basically, I'm being held to ransom, over negative feedback that Ebay not only agreed was unjustified, but felt the customer had acted very poorly enough to earn a strike. Yet this new policy means my store will now loose many sales because of a customers error, and this incredibly bad policy of automatically granting a customer the right to return goods without even communicating with that seller first.

This new policy is essentially just a money saver for Ebay, that comes at the expense of sellers, so slowly 'seller protection' that Ebay always goes on about disappears. In this case, I have not been protected, I am loosing sales, and no one wants to be held accountable for this. If Ebay agrees negative feedback should be removed, why the hell can this not be removed? Who came up with this absolutely retarded policy??? Clearly someone who has never been a seller, and has no idea about the seller community they are serving!

I eventually spoke to a supervisor, who said it was essentially my fault, because I have allowed returns on this item, can you believe this arrogence??? Its part of Australian law that returns be allowed for one, and the sheer fact that not only does this guy want to justify a bad Ebay policy, but tries to pass blame onto me for complying with Australian law!

I am so damn furious right now...

[collect247]

Not judging you but the image has a remote and the heading has remote in it so I'd expect to receive the remote as your buyer did and not have it written at the end of the description where most buyers don't bother to look at.

[k1ooo-slr-sales]

sorry to read that you have received your first negative.

I took a look at the listing.  The pics look like stock photos, and as such they include the camera and remote.  From memory, eBay brought in a rule about photos that says that sellers should only include in photos what is on offer in the listing.  I know this makes it hard for this type of item as you want to show what it is like when in use, but with very few of your pics showing the item without a remote I can understand your customer response.

I must say, and you probably won’t like this, but even on an iPad I think your listing needs work.  You have nice large text at the top and teeny tiny text at the end (where the statement about no remote is located).  I think your statement about no camera or remote included needs to be at the top (in brackets) in large text to avoid a repeat situation.

[k1ooo-slr-sales]

just had an even closer look at your listing.

I’d be getting rid of the pic shown below from your listing.  I think it will cause you more grief if you keep it in your listing.  Either that, or put text onto the pic saying “REMOTE NOT INCLUDED”.

[imastawka]

I agree wih everything slr sales has pointed out.

I personally believe that the neg won't be removed because you said 'ebay are in the process of removing it'

They get a bit funny about things like that.

[gutterpunkz05]

I thought you had to OPT in, to accept ebay automatic returns.

[k1ooo-slr-sales]

stawks, I must admit that I didn’t even scroll down that listing to view the pics that appear below the text.  This one is even worse than the previous one I posted about as it gives the impression the remote IS included by use of the + sign.

[imastawka]

Yep, very confusing for a regular, let alone a noob. 

Which is who bought it (fb of 6)

Many buyers buy just on the photos - they don't read the blurb that goes with it.

[k1ooo-slr-sales]

took me about twenty seconds to change those photos to make it clearer that no remote included (got rid of the remote and the line of text immediately below POLE 2016 )

  

[kopenhagen5]

There you go, feedback removed.............................not the neg of course.

Self inflicted IMO, not clear in the listing.

Chalk it up as a lesson and move on.

(The more sales n purchases made, the further down the page the neg will go) 

Suggest you vet all your listings so there virtually cannot be any ambiguity.

(Think of buyers as being total numpties)