We recently saw the new Feedback Removal Policy designed to safeguard sellers against those instances which are beyond seller’s control.
The first policy has the following condition for feedback removal as stated below i.e.
“- Negative or neutral feedback left by the buyer, for technical defect in the product which is covered under valid manufacturer’s warranty / guaranty and where seller has provided the item warranty card/VAT inclusive invoice which is required by the buyer to avail such warranty/ guarantee from the manufacturer/supplier as the case may be”
As one of our earlier neutral feedback was of same category so while hoping for its removal, we sent mail to eBay customer care in this regard.
To brief the case, the buyer bought a branded product and it was supplied in sealed pack condition with bill & national warranty. The buyer left the feedback i.e. “This has stopped working in 2 days, Now this is useless for me.”
To our request, the eBay customer care reverted to us that buyer problem is still not solved so the feedback can not be removed. We called the buyer to inquire about the problem then he told us the he is not willing to go the service centre or send the product back to us as it is small value item so to solve his problem, we sent another new piece to him without asking for return of old item and requested the customer care for removal of feedback with POD of delivery as we had supplied to buyer two products for the price of one and the buyer also agreed to us over phone for removal of feedback but then we have been told by eBay customer care that they now need the buyer to post a follow up comment so as to enable them to remove the feedback.
Now, we would like to ask that when we had already made our request under compliance with new feedback policy by sending the buyer sealed product with bill & national warranty then, do we still need to arrange for buyer transportation to service centre or pickup & delivery of product from buyer end or to supply extra piece and then request him again & again to leave follow-up comment so that feedback can be removed finally?
Same was the case of second revised policy which has the following condition for feedback removal as stated below i.e.
“- Negative or neutral feedback left by the buyer, due to delay in item delivery which was caused by circumstances beyond the seller’s control such as bad weather conditions, natural calamity, change in Government rules / policies, strikes etc.”
As one of our negative feedback was of same category so while hoping for its removal, we sent mail to eBay customer care in this regard.
To brief the case, the buyer bought a product and it was dispatched within 24 hours of order. After 10-12 days the buyer left the negative feedback i.e.” I'm waiting for web camera i ordered still now i'm not received”. We then inquired with courier people to find out that his address given by him was incomplete and thus they were having problem locating his address. Thus we spoke to buyer in tele-conferencing with courier people to help them locate his exact address and his product was delivered subsequently.
The buyer was happy thereafter and also agreed to us over phone to remove his feedback. Thereafter, we send email to eBay customer care with the proof showing the “Bad Address / Address not found “ written on courier company website and requested them to remove it as it was not in our control, if the buyer writes his incomplete address but they have replied to us that they need a follow-up comment from the buyer to remove the feedback or we need to appeal in CRF where getting a feedback removed now-a-days is almost a miracle. Due to this reason, we now have to send extra items to buyer to convince them for feedback removal irrespective of whatever be our eBay listing policies.
Our both buyers were new so they are not able to leave follow-up comments in-spite of our detailed instruction mails to them and with the limited no of feedback revision requests, we can not use them with each & every such buyer. In the past also, we had explained to many new buyer repeated by email and then over phone about how to leave follow-up comments.
We would therefore like to know that in-spite of after having the revised policy in place, do we still need a follow-up comment from buyer in any case for feedback removal?
P.S.: We are facing similar problem with other cases also but they are not worth discussing till our previous genuine requests gets considered. Also, it is now very common these days to receive feedback threats from buyers by phone / email (proofs can be submitted, if required) while forcing us for immediate dispatch / delivery, refund for wrong purchases made by them, refuse to accept the product if the courier company asks for octroi, refund for product damaged by them after receipt, compensation for their product and return courier cost and / or when they ignore the product details before ordering as already described in eBay listing and later asks for refund or leave neutral / negative feedback for no fault of us.
We therefore hope that eBay would do the needful to further improve the “seller experience”.
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Expect the best.
The first policy has the following condition for feedback removal as stated below i.e.
“- Negative or neutral feedback left by the buyer, for technical defect in the product which is covered under valid manufacturer’s warranty / guaranty and where seller has provided the item warranty card/VAT inclusive invoice which is required by the buyer to avail such warranty/ guarantee from the manufacturer/supplier as the case may be”
As one of our earlier neutral feedback was of same category so while hoping for its removal, we sent mail to eBay customer care in this regard.
To brief the case, the buyer bought a branded product and it was supplied in sealed pack condition with bill & national warranty. The buyer left the feedback i.e. “This has stopped working in 2 days, Now this is useless for me.”
To our request, the eBay customer care reverted to us that buyer problem is still not solved so the feedback can not be removed. We called the buyer to inquire about the problem then he told us the he is not willing to go the service centre or send the product back to us as it is small value item so to solve his problem, we sent another new piece to him without asking for return of old item and requested the customer care for removal of feedback with POD of delivery as we had supplied to buyer two products for the price of one and the buyer also agreed to us over phone for removal of feedback but then we have been told by eBay customer care that they now need the buyer to post a follow up comment so as to enable them to remove the feedback.
Now, we would like to ask that when we had already made our request under compliance with new feedback policy by sending the buyer sealed product with bill & national warranty then, do we still need to arrange for buyer transportation to service centre or pickup & delivery of product from buyer end or to supply extra piece and then request him again & again to leave follow-up comment so that feedback can be removed finally?
Same was the case of second revised policy which has the following condition for feedback removal as stated below i.e.
“- Negative or neutral feedback left by the buyer, due to delay in item delivery which was caused by circumstances beyond the seller’s control such as bad weather conditions, natural calamity, change in Government rules / policies, strikes etc.”
As one of our negative feedback was of same category so while hoping for its removal, we sent mail to eBay customer care in this regard.
To brief the case, the buyer bought a product and it was dispatched within 24 hours of order. After 10-12 days the buyer left the negative feedback i.e.” I'm waiting for web camera i ordered still now i'm not received”. We then inquired with courier people to find out that his address given by him was incomplete and thus they were having problem locating his address. Thus we spoke to buyer in tele-conferencing with courier people to help them locate his exact address and his product was delivered subsequently.
The buyer was happy thereafter and also agreed to us over phone to remove his feedback. Thereafter, we send email to eBay customer care with the proof showing the “Bad Address / Address not found “ written on courier company website and requested them to remove it as it was not in our control, if the buyer writes his incomplete address but they have replied to us that they need a follow-up comment from the buyer to remove the feedback or we need to appeal in CRF where getting a feedback removed now-a-days is almost a miracle. Due to this reason, we now have to send extra items to buyer to convince them for feedback removal irrespective of whatever be our eBay listing policies.
Our both buyers were new so they are not able to leave follow-up comments in-spite of our detailed instruction mails to them and with the limited no of feedback revision requests, we can not use them with each & every such buyer. In the past also, we had explained to many new buyer repeated by email and then over phone about how to leave follow-up comments.
We would therefore like to know that in-spite of after having the revised policy in place, do we still need a follow-up comment from buyer in any case for feedback removal?
P.S.: We are facing similar problem with other cases also but they are not worth discussing till our previous genuine requests gets considered. Also, it is now very common these days to receive feedback threats from buyers by phone / email (proofs can be submitted, if required) while forcing us for immediate dispatch / delivery, refund for wrong purchases made by them, refuse to accept the product if the courier company asks for octroi, refund for product damaged by them after receipt, compensation for their product and return courier cost and / or when they ignore the product details before ordering as already described in eBay listing and later asks for refund or leave neutral / negative feedback for no fault of us.
We therefore hope that eBay would do the needful to further improve the “seller experience”.
-------
Expect the best.
Respected Sir, Rajeev here from Rajelectroniks,
Sir, I wish to draw your attention to a issue which is happening very regularly on ebay and that is the non-functioning of Paispay gateway. It happens to be down on a very regular basis and buyers are unable to make payment. I wish that you would look into this matter seriously so that the downtime is reduced. Also this does not speak good of the back office systems maintained by ebay, almost no other online portal seems to have payment gateway downtime problems on such a regular basis as ebay does. Kindly look into this matter.
Thank You
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Sir, I wish to draw your attention to a issue which is happening very regularly on ebay and that is the non-functioning of Paispay gateway. It happens to be down on a very regular basis and buyers are unable to make payment. I wish that you would look into this matter seriously so that the downtime is reduced. Also this does not speak good of the back office systems maintained by ebay, almost no other online portal seems to have payment gateway downtime problems on such a regular basis as ebay does. Kindly look into this matter.
Thank You
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